Replying to apartment ratings: a guide for leasing offices
Practical steps a single community can take with the ratings renters see, without breaking platform rules.
Start with what a prospect sees
Search your property name and address the way a renter would, on a phone. Note the average rating and the first three reviews shown on each site. Those few reviews matter far more than the long tail.
Reply to the recent ones first
A short reply that names the fix, for example a new maintenance request process, tells a prospect more than the complaint. Keep resident names, unit numbers, balances and household details out of every reply.
Report only what breaks a rule
Most platforms will consider removing reviews about a different property, reviews that are spam or off-topic, or reviews containing personal information. A one-star review that is simply unfair usually stays, and a reply is the better tool.
Ask everyone, not just fans
Send the same feedback request to every resident at move-in or renewal. Asking only residents you expect to be happy is called review gating and is against Google’s rules and the FTC’s 2024 rule on consumer reviews.
This guide is general information, not legal advice. Platform and search engine policies change; links go to each one’s own page.