The response rate indicates how many of your answerable reviews you have published a reply to. In MARA, the response rate can be viewed in the Group Overview or Property Overview, and in more detail (e.g., Response Rate per platform) in the Report Excels.
The Response Rate only includes answerable reviews. Booking reviews without text or anonomous survey responses that can't be replied to, are excluded from the response rate.
When is a review considered answered?
MARA only counts reviews as answered if a reply has been published, meaning that it is publicly visible.
If that's the case, the reply status in MARA updates to published
during the daily inbox update.
This means that even after sending a reply from within MARA, the response rate does not necessarily go up immediately. For some platforms (Booking, Expedia, Tripadvisor), there is a delay in publishing replies as the posted reply needs to be approved first.
After sending a reply to these platforms, the review status in your Inbox changes to
.
The status only changes to published if MARA finds a published reply during the next daily inbox update.
View your unanswered/pending reviews in the Inbox:
All reviews visibleunder the inbox filter "not published" are still counted as unanswered in your response rate.
While the "not done" filter reflects your To-Do list and only shows the reviews you still need to work on (no reply sent yet), the "not published" filter includes all reviews without a published reply:
completely unanswered reviews with the status:
unanswered
drafted
reviews with sent but not yet published replies, indicated by the status:
marked as answered by the user
(after manual publishing on the platform)sent
