We have been SuperHost for. Multiple review periods. We monitor our progress that this summer noticed that our rate was below 90%, which seemed to be an error. When we talked to. Support, they identified one inquiry as lacking a timely response… when we reviewed that inquiry with support, the inquiry was immediately followed up saying to ignore the request as per property was too far away to meet their needs. Upon reviewing this with support twice (once verbal, once in writing, we were aside that the inquiry would NOT caused the loss of SuperHost status…But it did. When we followed up with AirBnB, we were told that it is fully automated and no one can override the automated scoring.
Has this happened to anyone else?
When you receive an inquiry, you have to send a response. Even if, as in this case, the guest basically said, “Oops, abort.”
The computer bot doesn’t know what they wrote or what you answered, just that you did. So, all you have to say is “okay”.
And you don’t have to answer every inquiry message from the same guest. One response within the first 24 hrs. is sufficient.
Just set up an automated response to every rtb or inquiry.
" We have received your message and will be with you ASAP " or whatever suits your rentals.
Done. You have just achieved 100% response rate forever.
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how is that set up?
20202020
You have to keep pushing. Do not take that ridiculous answer " Nobody can fix it"
Keep escalating your complaint. Be persistent, polite but simply dont take no for an answer. (Don’t ask me how I know. 
No, it wasnt the exact problem you are having, but one equally absurd.)