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Owner Toolkit

Listing Quality — Get Better Performance


Research has shown there are certain key pieces of information travellers look for when they search for a holiday rental - and it's all there in your listing scorecard.

 

Your listing scorecard offers immediate feedback and personalised recommendations on how to improve your listing. Check it regularly to make sure your listing has everything travellers need to book.

 

View my listing scorecard on HomeAway.

 

Your listing scorecard components:

Response score

Responding quickly is extremely important to turning enquiries into bookings: research shows that 57% of travellers looking to book a holiday home will go somewhere else if they haven’t gotten a response back in 24 hours*. That’s why there is a response score on your scorecard. 

 

image-response_score-time.png How it's calculated

Your response score will be calculated after your listing has received five enquiries, and will be updated with each new enquiry using the ten most recent enquiries. It will be calculated using the following two factors:

  • Response time: The typical amount of time between receiving an initial enquiry and replying to the traveller.
  • Response rate: The percentage of your last ten enquiries to which you have responded.

 

Responding over the phone

If you prefer to reply by phone, you can still do so. When you log into your dashboard to get the traveller’s phone number, we will consider that a response and use the time elapsed as your response time.

 

Dealing with spam enquiries

If you receive an enquiry that you know isn’t from a real traveller, you can log into your dashboard and mark it as spam. The enquiry will then be removed permanently, and your response time will be measured as when you marked the enquiry as spam.

 

 

View my inbox on HomeAway

 

Reviews

reviews.pngThe more reviews you have (and the more recent they are) the better! Over 85% of travellers have told us that reviews written within the last two years are more helpful.** Make sure your guests have a great experience because having lots of positive reviews helps you get more bookings. You should try to get at least 12 reviews and even when you get there, never stop collecting them to make sure you always have recent ones on your listing. 

 
Check out my reviews on HomeAway.

Calendar

 

Having an accurate calendar lets travellers know if your property is free for their dates, so they’re more likely to enquire. Update your calendar frequently to save them time and make sure you keep getting high-quality enquiries. If your calendar isn’t updated at least every 60 days, your listing may be hidden from searches where travellers enter specific dates.

 
View my calendar on HomeAway.

 


Location

Make it easy for travellers to find you in a map search by making sure we have a valid address. Don’t worry; we won’t share your exact address on your listing 

 
View my location details on HomeAway.

Photos

 

Travellers like to know what to expect when renting a holiday home, so upload up to 24 well-staged, up-to-date photos to each listing. And make sure they’re big – for best results, we recommend 1024x768 pixels. Otherwise they can look grainy or blurry on some computer screens.

 

Update my photos on HomeAway.

 


Quotable Rates

Creating quotable rates gives you more flexibility in pricing and ensures travellers searching for properties get an accurate price quote. It also means your property appears when they search by rate. Learn more about quotable rates

 

Set up my rates on HomeAway.

 

FAQs

 

Not all listings have a response score because all emails do not yet go through our secure messaging feature. Response scores will only be calculated for listings that have this feature. We are in the process of rolling out this feature to all listings. In your listing scorecard you can see if you are eligible for a response score. If it says that you're not yet eligible, it will not be counted towards your listing quality score.

You will receive a response score after you've received your fifth enquiry.

You should reply consistently within 24 hours. If you consistently respond faster than 24 hours, you may see a faster response time like "within an hour" or "within a few hours" displayed to travellers on your listing. 

We will begin showing your response rate and response time on listings who have had at least five enquiries.

 

For listings that haven't received their fifth enquiry, your response rate and response time will be available to you and travellers after your fifth enquiry.

We understand there might be times when you will be unable to respond and have allowed for some flexibility when calculating your response score. You will get full credit in your response rate score by replying to at least 80% of your initial enquiries within 24 hours.

If an enquiry isn't from a real traveller, you can mark it as spam in your Reservation Manager. When you mark an enquiry as spam, we will consider that as a response and use the elapsed time as your response time.

 

The enquiry will immediately be removed from your enquiries and you will be unable to access it again. All future conversations from that enquiry will also not be delivered to you, so it's important to only use this option when you are certain the enquiry is not a real traveller.

 

Over time, HomeAway will look at trends in spam enquiries to better detect and prevent these from coming through to you.

Yes. When you log into your HomeAway dashboard to get the phone number, we will consider that as a response and use the time you received the phone number as your response time.

Customer service cannot change, reset your listing quality or response scores, or mark something as spam on your behalf.

 

Remember, your response score has some flexibility built into the calculation. And since it looks at your ten most recent enquiries, over time you can improve your score by replying quickly to the next enquiries.

1. Personal email - When you receive an enquiry, you get an email to your personal account with the details. If you hit "Reply" to that message in your personal email account, you will get credit for your response score.

 

2. Your owner dashboard - If you don't respond directly to the enquiry confirmation email, you can log into your dashboard and visit your inbox. Once you are in your inbox, you can enter your message and reply.

 

3. By phone, If you prefer to contact the enquirer by phone, you can find their number in the enquiry information in your dashboard inbox. Clicking on "View phone number" will give you credit for responding.

 

Once an enquiry has been responded to in one of these three ways, it will count as a response and the response time will be determined based on the time between when the enquiry was received and when the response took place.

NOTE: While you can impact your rank the search rankings are dynamic so you might notice ongoing shifts in your position.

*Based on a survey conducted in March 2014 to 414 travellers who enquired on HomeAway or VRBO.

**Based on a survey conducted in March 2012 to 2,199 travellers who enquired on HomeAway or VRBO.

***Based on a survey conducted in May 2014 to 417 travellers who enquired on HomeAway or VRBO.