Response Rate keeps decreasing

[Wayne61]

Hi, hope someone can enlighten me about the response rate. I have been replying to my messages, so far I only have 2 messages that are tagged as Late or No Response (which I can't seem to get rid of). One is a May inquiry and the other is a December inquiry.

So we started renting out again this November and my response rate was at 100% and I was now a Superhost, then day by day it keeps decreasing. From 100% it became 96% then now it's 94%, but I was sure to reply to all messages. In fact, the messages tagged as Late or No response is still those 2 which we started with.

I tried reaching out to Support and they just keep telling me that it was system calculated and it was my fault, that I should reply to all the messages (wow). Claiming that those two unanswered messages was impacting my response rate. However, daily I've been responding to more messages so if anything shouldn't my response rate even go higher? At this rate, I'm worried my response rate will go below 90% and lose my superhost status.

Any ideas?

[Lynell0]

@Wayne61  your response rate on your listing is at 99%.  Which makes me think there is a glich some where.

I am also see a problem with my response rate on my dashboard.  It is showing 98% for superhost requirements, 97% for basic requirements, and 100% on my listing.

I have replied to every message, so it should be 100% across the board.

@Nick, @Lizzie, @Airbnb could you look into this please.

Thank you  

[Sarah977]

Basic requirements are from when you first started hosting. Superhost metrics are for the previous 365 days. Not sure about the % on the listing itself.

@Lynell0

[Lynell0]

@Sarah977 my response rate 100% on everything a few days ago.  I have responded to every message.  This is why I think it's a glitch. 

[Sarah977]

Yes, could very well be a glitch. A year or two ago the stats went crazy for everyone- I seem to remember that it was the response rate, but could have been another metric. This forum was full that day of hosts freaking out because their rate was suddenly showing as 13% or 114% (which is impossible),- it wasn't even consistent, it was just all over the map. It was a system-wide glitch and they got it fixed within a day or two.

@Lynell0

[Colleen253]

@Sarah977  I remember that glitch well. I was a brand new host so at that point I was all shiny and new and didn't know any better. I remember the devastation of discovering I had somehow fallen afoul and my stats were in the tank. It wasn't just response rate for me, it was everything.

[Colleen253]

@Wayne61 Your response rate on your listing is 99%

[Wayne61]

Another day, another decrease in percentage. I'm honestly confused at this point? It just keep decreasing daily for both superhost requirement and basic stat. I'm now at 90% superhost and 91% basic stat. I've replied to all inquiries today though.

And guess what? The airbnb support assisting me said he'll want to keep our message thread open but he'll be on leave for two days so I should just leave him messages... @Airbnb 

[Colleen253]

@Wayne61  The fact it is steadily decreasing when you haven't missed responding to any new inquiries/requests since the original ones seems odd, and points to a bug or something. 

It's extremely common for a CS to tell you they are going to be 'out of office' for a few days. I think it's an avoidance tactic.

[Wayne61]

Yes, exactly my thoughts @Colleen253! I actually did a few live chat because some were unhelpful or couldn't understand the issue

Someone finally understood it and said he'll file a report to the technical team but not without adding "you may or may not hear from the technical team regarding the fix.."

I'm... just.. 🙃

[Colleen253]

@Wayne61  Another host is noticing this happening too. 

https://community.withairbnb.com/t5/Help/Response-Rate-Falling/td-p/1378858

[Mark116]

@Wayne61 The same thing happened to us.  We were at 100% for years.  Then we legitimately missed an inquiry last October.  So that is one.  Then, in December we had a request but within a few hours the guests had chosen another listing so it read as 'not possible' therefore we didn't respond, which counted against us as two. 

Our response rate went down as low as 93% and even now, almost a year later, where we have responded to 100% of inquiries and requests since last December the response rate varies anywhere from 96% to 98%, going up and down at random.

[Mark-and-Gabriela0]

mine is going down by day

[Wayne61]

Mine too, I'm now at 89%. Seems to be an ongoing issue to a few other hosts.

Been talking to the support team and they just said they filed a report to the technical team. Hope this gets fixed soon. 😞

[Mark-and-Gabriela0]

I have the same issue even worse!!!!

i respond right away and in one listing since last week drop from 100 to 88% and other my 2 days old listing has only 17%!!!!!!

contacted airbnb they recognized the glitch ... but NOT FIXING YET!

i have issues with the rating and views as well!!

[Mark-and-Gabriela0]

I have the same issue even worse!!!!

i respond right away and in one listing since last week drop from 100 to 88% and other my 2 days old listing has only 17%!!!!!!

contacted airbnb they recognized the glitch ... but NOT FIXING YET!

i have issues with the rating and views as well!!