[NEW] Automatic refusal after 4 days without response

[Melissa.HomeExchange]

As previously announced, when we informed you about the new 4-day limit to finalize your pre-approved exchanges [💥 NEW: You now have a maximum of 4 days to finalize pre-approved exchanges – faster responses to streamline your planning], we are now very happy to announce another new improvement that should also meet your requests to increase responsiveness on the platform and make your searches easier: automatic refusal after 4 days without a response.

Why an automatic refusal after 4 days without a response?

Responsiveness on the platform is essential to make your home exchange search easier. When you send a proposal to another member, it’s only natural to expect a timely response so you can move forward. And you’ve told us often: it’s not uncommon for members to respond late—sometimes even after the intended exchange date.

So, how does it work in practice?

When a request (i.e., an initial message) goes unanswered for 4 days, the system will now automatically send a refusal to the requester.

This automatic refusal will clearly indicate to the requester that it is an automated response, explain that the person contacted was likely unavailable for the exchange, and encourage them to continue their search.

Let’s be clear: this does not mean you are required to accept or reject an exchange request within 4 days; you are simply encouraged to respond in some way during that time. Even a message like “Thanks for your request, I’ll discuss it with my family” will prevent the automatic refusal from being sent.

Good to know: Before the automatic refusal is sent, you will receive several reminders via email, app notifications, and on the website to encourage you to respond. Likewise, once the automatic refusal has been sent, if you still haven’t replied after 4 days, you will be informed of the action taken.

What about the response rate in case of automatic refusal?

In a few weeks, we will update you will more information about how these automatic refusals will be taken into account when calculating your response rate.

“But what if I missed the message and still want to respond?”

Of course, it can happen that you miss an exchange request and only notice it after the automatic refusal has been sent. In that case, simply reply to the original message and pick up the conversation from there.

Why 4 days?

Just like the 4-day limit to finalize pre-approved exchanges, this automatic refusal after 4 days was decided based on feedback from the community. In fact, no less than 85% of surveyed members felt that waiting more than 4 days for a response was too long.

Again, the goal is not to force members to accept or reject an exchange within 4 days, but simply to encourage them to respond in some form—whatever the message—so that everyone can better organize their home exchanges.

Feel free to share your thoughts about this new feature in the comments. Thank you again to everyone for your suggestions and responses to our surveys, which help us continue to improve the platform to meet your needs

[Etienne]

Great !

[across]

I’ll be curious to see how this affects the responsiveness of members! One point is that it should be very very clear that the host can still open up the communications again after the “automatic decline.” If that’s not the case there could be a lot of grumbling.

[Etienne]

The answering rate will be affected and going in theory, but it’s an update schedulded in a few weeks

[across]

I’m more concerned about how this change will be communicated to the members within the conversations page.

[Melissa.HomeExchange]

The team are working on the responsiveness rate as we speak, we should have an update soon. Also yes it will be very clear that you can still continue the conversation after an automatic decline.

[Melissa.HomeExchange]

If you take a look at the image in this article you can see what the message will look like when/if you receive and automatic decline.

[across]

With respect – those alerts are not as clear as they could be. Assuming the automatic decline blocks the ability to continue the conversation I suggest that the one from the host should say something like (but less wordy!) “this doesn’t mean you still can’t accept them as a guest, but you need to respond to do that as they can no longer contact you. And in any case it’s always polite to respond in a timely manner if you want to show other members your response rate is high” (assuming that is true).

[Melissa.HomeExchange]

We’re still waiting on an announcement from the team about how response rates will be effected by this change. Also the automatic decline will definitely not block the ability to continue the conversation, you can simply carry on the chat at any point

[across]

I understand that. I was just suggesting it is more clear within the conversation that’s the case.

[Teddy]

What might be helpful (if it’s not already available) is some indication of whether or not the message has been read. As you point out, it would great to receive even some acknowledgment that msg has been received and is being considered!

We have made two requests: one 43% RR 17 days ago with followup, and the other 99% RR 5 days ago. Nothing. Really, in this day and age?? Makes me nervous about their integrity in honouring the commitment after all the arrangements have been made.

Ultimately, HE will need to make some rules about RR to preserve a higher standard of community

[fantasticmand]

Absolutely delighted to hear that something is being done to improve responses from home exchange members.
We have requested so many exchange requests and have never heard back or received a response weeks or months after the request was made, so unfair

[Vivine]

Excellent Initiative! What would also help is an automatic translation of the reply in the language the request was sent

[Josep]

I absolutely believe that the community would greatly benefit from receiving some kind of badges that reward members that always respond in less than X amount of time (ideally 24h)

Kind of the super host badge on AirBnb but something similar in home exchange. Everyone love badges and being recognized!
… and if that comes with some kind of extra exposure in the search or being able to filter only to show exceptional members who has the badge, I think that would definitely encourage members to chase that recognition and therefore being better members, meaning replying in 24 hours and having amazing reviews.
This gamification layer would GREATLY improve the experience of home exchange and strengthen the community, and quickly encourage new members to know what are the rules to succeed, and to have an amazing experience in home exchange. In AirBnb is working wonders and I don’t see why it shouldn’t work here.

Is this something you ever consider considered implementing in home exchange?

[markvallis]

A bad idea, I’m afraid. I can envisage any number of unintended consequences. I’ve been doing home exchanges for over 15 years. It started off as a very simple idea, which worked perfectly. Over the years, this website has introduced “improvements”, which have made the whole experience worse and not better. Navigating and accepting offers is now unduly complex and counter intuitive. Why on earth can’t you simply leave things alone? “Simplicity is genius”

[tilda.lindgren]

Hi! Thank you for the possibility to ask and comment about the change. I was thinking that within 4 days is of course lovely to get a response if you are the one suggesting the exchange but in my opinion 4 days is too short of a time from the host perspective. I would suggest to make that time a little longer, for example 7 days. The psychogical effect is not as acute, it doesn’t feel as big of a pressure to hurry and respond to someone’s message. Of course maybe that is precisely what you are aiming for but when life can be hectic in general it is nice that Home Exchange does not add to that feeling when you are receiving lots of exchange requests

[Liz]

I’d like to have the original requester have an automatic time out as well. If they ask and I respond positively, could we have a time limit on them accepting or rejecting? Many are not replying (a bit rude!) and this may stop that practice.

[Annemieke_Philipp]

What would also help is that Home Exchange could encourage every member to keep their calendar up to date. I can’t remember how many requests I have sent out to member’s who per their calendar in Home Exchange were available, or in another case had not specified any availability at all, and then I received a reply back that the member is not available for the current year/summer/upcoming period… I would not have sent my request if I would have known that upfront!

[Berit]

I understand that people prefer a shift answer. But I think in this time we are used too much to getting answers and response right away, almost everything is rushed.
Personally I want to properly sit down and write a response, and prefer to do so in the weekend, or on a free day, and not on a busy weekday. I don’t see why this should be an issue really.
I can imagine there are more people who need some space and focus to respond. We are not hotel receptions, we are actual people with lives.
I think that is the whole idea of this community.
And therefore different response times should be okay.
At least a week before an automated reply - instead of 5 days sounds more reasonable to me.
I worry if I have to start feeling pressure from this community. That is not a holiday vibe to me.

[Pinky]

That’s a great idea. It can be very frustrating when you get an answer a month later or no response after the first exchange of messages.