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?

[Trude0]

Glad to hear someone is actually working on this, and that it seems to be some kind of bug. I noticed yesterday my rate was down to 97 %. And I show up lower than normal in searches. Frustrating, when I work so hard to respond quickly, and respond in the correct way: Never declining requests or enquiries, reporting spam and blocking, enquiries for something I do not allow (parties, pets, long term stays...) I reply to by message etc. 

A couple of days ago I received another spam enquiry, followed a new type of message from Airbnb, asking ”Is xxx spamming you? Yes/No.  Go ahead and decline, it will not affect your response rate”. I normally do 3 things, reply (”get lost”), report, and block the guest  - I never decline. But this time I trusted the new pop up message, replied ”yes” and declined.

Then my rate dropped, and I assumed it was related to the spam decline, but maybe not? Maybe this ”bug” did it?

Contacted support, who were very sorry this happened to me, but could do nothing to fix, I was told. But I should not worry, because 97 % was not a threat to mu Superhost status. But I DO worry, because if my rating can go down without me doing anything wrong, and if nobody can see why or correct it, then what’s to stop it from happening again, until it IS threatening my Superhost status?

I asked for the case to be escalated and was told it had been, they were working in fixing my rating. I hope this is true.

 

 

[Ray1459]

Hi Wayne, thanks God Im not alone on this problem. I am also advertising in airbnb Philiplines. I also started experiencing the same issue since last week of November. I only had 1 missed inquiry last Nov.21 in my 3 yrs in airbnb. I was able to answer that inquiry few days later because I totally didnt see that inquiry, only found ut when my rate went down to 99%. Then after that I was really careful checking my inbox ( the new messages interface is annoying) and answering all of my inquiries and message within 24 hrs but then every other day my response rate kept decreasing. I called customer service and saud theyll look into it, but then still no developments on same theyll keep telling its system generated and that I should read more on how to keep my response rate, when in fact I already know how what I was asking was whats the specific inquiry or reason ehy it keeps going down even though I dont see anything elses aside from the one missed message. I called the second time and the rep said theres proabably a tech glitch and same is currently under investigation. Now my response rate is at 91% and Im also afraid Im gonna lose my superhost after 3 yrs. Recently I havent received much inquiries anymore thr last was 4 inquiries innone week which was highly unusual for me tgis time of the year. I hope they can soon findout whats happening because this costing our visibilty in their page. So frustrated right now and disappointed witg airbnb customer support, I mean they are really good elpathizing and such but lacks follow up and action on the issues.

[Davin52]

I have the exact some problem, 100% response rate for years, superhost for more than 3 years and suddenly it keep dropping on daily basis, now it's 94% even though I replied to every single inquiries. Already called airbnb support twice and they only asked to wait until someone reach me. It's been 2 weeks and still nothing, the response rate is just keep getting worse. Soon I will lose my superhost status because of this glitch.

[Sarah977]

Did you read the response here from Lizzie, one of the forum moderators at the bottom of the previous page of this thread? I suggest that you do- she assured everyone that Airbnb knows it's a glitch and that it won't affect your Superhost status.

It's just one of those things hosts hosts have to be patient about until the techies manage to correct it. I the meantime, it's not worth stressing out about. 

@Davin52

[Wayne61]

Agree, for now let's wait for tech team fix the bug completely. Also want to thank everyone who responded and helped address the issue! Even reassuring messages are very helpful, really appreciate it!

[Wayne61]

Hi @Davin52, can you check again now?

My super host response rate is back at 100% now. 

[Lizzie]

Great to hear it back to 100% @Wayne61. Thanks for highlighting this. 

[Davin52]

I have and even airbnb support has contacted me that it's been fixed. Although on the superhost page the response rate is back at 100%, the response rate on the home page is still at 95%. Really happy to hear the good news, let's see about the main page in couple days. Thanks all.

[Mark-and-Gabriela0]

You are lucky they’ve contacted you, nobody has contacted me from Airbnb

[Mark-and-Gabriela0]

 this is my brand new listing no even two weeks old, 23 %!!!!!!

[Mark-and-Gabriela0]

 The other listing 91% still

where do you see is back to 100% in your case?

[Lizzie]

Hello again,

@Wayne61, @Mark-and-Gabriela0, @Waleed28, @Crissy16, @Luana167, @Jay1488, @Reniel-Justin0, @Mark116, @Lynell0, @Nanxing0, @Davin52, @Ray1459, @Trude0,

Just to let you know, I've been updated by the Product Team that the issue with the Response Rate has now been fixed and should be working like normal. 

If you are not seeing the update quite yet, I would personally give it a day to ensure that the fix has updated fully across all listings. Please do let me know how this is working on your side and I can follow up with the Product Team. 🙂

Looking forward to hearing from you and thank you again for your patience and help with getting this (fingers crossed) sorted.

Speak to you soon.

Lizzie 

(FYI @Sarah977, @Colleen253, @Mike-And-Jane0  - thanks for your help)

[Mark-and-Gabriela0]

  

one area shows 81% and the other 100%.... lets wait

[Mark-and-Gabriela0]

 here is the other

[Waleed28]

@Lizzie it hasn't updated yet. Lets wait for a day or two.