I feel like we have this policy hashed out like twice a year. Based on the figures in my dashboard and my behavior in achieving them:
Response RATE: Is determined by the amount of time it takes a host to act in some way on a new reservation request or inquiry. This action must be within 24 hours. Acceptable actions (to stop the 24 hour clock) are different based on if it is a request or an inquiry.
Acceptable responses for an inquiry: (1) reply to guest, (2) pre-approve guest (this is a conditional approval), (3) decline
Acceptable responses for request: (1) approve, (2) send special offer (this is an approval), (3) decline
A pre-approval for an inquiry will be subject to any auto-conditions you have regarding guest booking. SO if you require that the guest be verified, they will need to be verified before they can accept. If you require that a guest have positive reviews before booking, they cannot send you a REQUEST, which is why you are receiving an inquiry. If you pre-approve a guest and require a review, you are OVERRIDING your own requirement.
Declines only count against you when you decline a reservation REQUEST, not an inquiry.
Response TIME - is what appears to have changed. Now it appears to include all new incoming emails, not just the first one. This means, if you are quick to respond to that first inquiry, cool, but if you blow off all other subsequent emails, that can affect your response time. I'm not 100% clear if that only then applies to booked guests or if it applies to all email. So if someone inquires, you respond within 24 hours, and they write back "thank you" and you do nothing more since you are not required to accept or decline, is that affecting response time? It doesn't appear that's the case so it may only apply to booked reservations - or it's completely misleading as written.
Frankly, it's about high time that a Visio Flow diagram is absolutely needed for this policy. It's ridiculous that we can never get this sorted out with any authority.