How much do you think slow response times actually cost you in bookings?

Question

I've been thinking about this a lot lately.

Airbnb's algorithm rewards fast response times, that's well documented. And guests who are comparing 3-4 similar listings will often just book whichever host replies first.

But I don't see many people actually quantifying the cost. Like if your average response time is 2 hours instead of 5 minutes during peak inquiry season, what's the actual revenue impact?

Has anyone tracked this or noticed a clear before/after difference when they got faster at responding? I'd be especially curious to hear from people managing 10+ units where you physically can't be glued to your phone all day.

Jay Hinrichs · Answer

I have not as it relates to booking STRs but I can tell from a 50 year sales career lazy to return calls cost you MONEY .. it happened to me back in about 79.. I was lazy to get back to a lead only to tell me they already came up to my county and found another relator and bought a nice property.. Had I returned the call like I do now that would have been my sale and referrals etc.

Also all these agents that hide behind the VM and TExt messaging I flat guarantee they miss deals as well.

Araba Ayomide · Answer

This is a bigger leak than most people think. In a competitive market, even a 10–15 minute delay can mean the lead books elsewhere—especially when they’re comparing similar listings.

The operators I’ve seen handle this well don’t rely on being available 24/7—they build systems that respond instantly, qualify the inquiry, and keep the conversation moving until they step in.

Curious—are you handling responses manually right now or do you have anything in place for instant replies?

Michael Baum · Answer

I respond to every inquiring and booking request within 2 minutes of receiving it just like @John Underwood. I get that text and I am on it doggone it!

Andrea Fernandes · Answer

@Izuchukwu Onukwube The real cost is almost always higher than people estimate because it compounds.

It's not just the one booking lost — it's the referral that never happened, the repeat client who went elsewhere, and the review that was never left.
Short term rental operators especially feel this because the booking window is so narrow.
A guest inquiring at 10pm who doesn't hear back until morning has almost certainly booked somewhere else by then.
The interesting question isn't just how much it costs — it's whether the cost is visible enough to act on. Most people don't know what they're losing because they never see the leads that quietly moved on.

What's your current inquiry response setup like for after-hours bookings?

Collin Hays · Answer

Jay is spot on. Promptly returned texts and are silver. A phone call is gold.

Our culture avoids actual conversation at practically all costs. Those that are willing to do it make a LOT more money.

Andrew Steffens · Answer

I have 4 reservationists that provide 24/7 coverage. I will say before I had the scale to do this I did see inquiries (mainly from Europe) for lucrative bookings coming in in the middle of the night. One time I remember specifically the inquiry came in at 2am and I responded at 445a and they already booked another place. I would not be able to rest easy without 24/7 guest communications, it costs you.

John Underwood · Answer

I get a text from.Vrbo and I think Airbnb also so I can usually reply in minutes.

Your never really going to know what bookings your losing because so eone else answered in minutes and you waited till the next morning to reply.

I also have instant booking turned on so often I just see I have a new booking unless they had a question first.

Chizoba Ani · Answer

From my experience, faster response times don’t just help with ranking, they directly improve conversion. Guests usually message multiple listings, and the first clear reply often wins the booking.

Communication is irreplaceable when it comes to hospitality speed gets you noticed, but quality communication is what builds trust and closes the booking.

Mike Grudzien · Answer

Jay is spot on. I come from 30 years in sales in corporate America, both domestic and international. Add to that, I am an ODC overachiever and only have 1 property. So my phone is on 24/7.

How much do you think slow response times actually cost you in bookings?

How much do you think slow response times actually cost you in bookings?

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