Responding quickly to requests and messages makes for a better guest experience. We know from research that bookers like to see properties respond as quickly as possible, and that a faster response can lead to fewer cancellations and better guest review scores.
The reply score helps you keep track of how quickly you’re getting back to guests. The score takes into account the last 14 days on which you received a message, and you should aim to reply within 12 hours. You can track your progress via the ‘Home’ and ‘Reservations’ pages in the extranet.
If you reach 100%, your property will be featured on Booking.com as responsive, so that bookers know they can rely on you to help them with their queries and requests. In short, this gives potential guests one more reason to book their stay with you!