Prospects expect to see a variety of review content, and often are more concerned with how well the community is addressing resident concerns. The adverse impact of a negative review is lessened if the community team is handling the concern in a friendly and effective manner.
Multifamily property managers are typically eager to respond to positive feedback in online forums, but conveying an appropriate message becomes complicated when faced with a negative review. It’s understandably difficult to receive negative feedback from a renter.
When faced with a negative review, responding in a reactionary manner will only serve to erode the situation further. More importantly, the damage will spread far beyond the relationship with the person who posted the review. Keep in mind that you’re not responding to the reviewer.
Residents might rant at length about their perceived mistreatment and nitpick any community shortcoming they can dredge up or manufacture. What matters is making the community or management company look bad. Online review sites aren’t in the fact-checking business.