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What is Response Time?
In the context of vacation rentals, response time is the duration between receiving a message from a potential or current guest and sending a reply. This metric is prominently tracked and often displayed by online travel agencies (OTAs) like Airbnb and Vrbo.
A consistently low response time is a critical factor in a listing's performance and visibility on these platforms.
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How it works
Response time is calculated automatically by booking platforms. The clock starts the moment a guest sends an inquiry, booking request, or any other message, and it stops when the host sends their first reply.
Platforms typically calculate an average or median response time over a specific period, such as the last 90 days, and may display it publicly on the listing page. Many hosts use automated messaging tools and unified inboxes to send instant replies to initial inquiries, which immediately stops the clock and ensures a fast recorded response time.
Why it matters
A quick response time directly correlates with higher booking conversion rates, as guests often contact multiple properties and book with the first one that responds. It also significantly impacts a property's search ranking on OTAs, as their algorithms favor more responsive hosts.
Furthermore, a prompt reply creates a positive first impression, signaling to the guest that the host is professional, attentive, and reliable, which can lead to better reviews and repeat bookings.
Examples
- A potential guest sends a booking inquiry at 10 PM. The host has an automated message set up, which instantly replies acknowledging the message and stating they will provide a personal response by 9 AM, effectively stopping the response time clock.
- A property manager receives a question via their Vrbo inbox about early check-in. They reply within 15 minutes, answering the question and confirming availability. The guest, impressed by the quick service, proceeds to book the stay.
- A host who only checks messages once a day consistently has a response time of over 12 hours. Their listing's search visibility on Airbnb has decreased, resulting in fewer inquiries and a lower occupancy rate compared to more responsive competitors.
- Using a unified inbox, a host receives a push notification on their phone for a new message from a direct booking website. They are able to answer the guest's question about the hot tub within five minutes, maintaining an excellent average response time across all their booking channels.
Frequently asked questions
What is considered a good response time in the vacation rental industry?+
Does my response time impact my Superhost or Premier Host status?+
How can I improve my property's response time?+
Do automated messages count towards my response time?+
Related terms
Response Rate
Response rate is a performance metric used by online travel agencies (OTAs) that measures the percentage of new guest inquiries and booking requests a host…
Acceptance Rate
Acceptance Rate is a performance metric used by online travel agencies (OTAs) that measures the percentage of booking requests a host approves versus the total…
Automated Messaging
Automated messaging is a feature within vacation rental software that allows hosts to send pre-written, scheduled messages to guests based on specific…
Unified Inbox
A single, centralized interface that consolidates guest messages from all booking channels and direct booking websites.