How to Respond to Negative Online Reviews as a Landlord: The Complete Guide

By PropsManager Team · Tenant Relations · Jul 28, 2024

"Worst landlord EVER. Slumlord who never fixes anything. AVOID!!!" — 1 star.

I still remember the first time I saw a review like that on Google. My stomach dropped. I'd spent $14,000 renovating that unit six months earlier. New appliances, fresh paint, replaced the water heater. And now some anonymous person on the internet was calling me a slumlord because I took 72 hours instead of 24 to fix a non-emergency drip under their kitchen sink.

Here's the thing: that review didn't destroy my business. My response to it actually brought in two new tenants who told me, "We saw how you handled that complaint and figured you were the reasonable one."

That's the secret most landlords never learn. A negative review isn't the end—it's an opportunity. But only if you handle it right.

Why Online Reviews Matter More Than You Think

Let's talk numbers. According to BrightLocal's 2023 Consumer Review Survey, 98% of people read online reviews for local businesses. A separate Apartments.com study found that 79% of renters check online reviews before scheduling a tour of a rental property. Nearly half said they'd skip a property entirely based on negative reviews alone.

Think about what that means for your vacancy rate. If you're charging $1,500/month and a bad review keeps your unit empty for even one extra month, that's $1,500 gone. Two months? $3,000. And that doesn't count the marketing spend trying to attract applicants who are being scared off before they ever pick up the phone.

But here's what the data also shows: properties with a mix of reviews—including some negative ones with thoughtful owner responses—actually convert better than properties with nothing but 5-star ratings. Why? Because nobody trusts a perfect score. What they trust is a landlord who clearly gives a damn and handles problems professionally.

Where Tenants Leave Reviews

Your reviews are scattered across more platforms than you might realize:

• Google Business Profile — The big one. Shows up in map searches when someone Googles "apartments near me"
• Yelp — Still heavily used in major metros
• Apartments.com / Zillow / Rent.com — Rental-specific platforms with built-in review systems
• Facebook — Especially if you have a property management page
• Reddit / Nextdoor — Harder to respond to, but tenants vent here constantly
• Better Business Bureau — Formal complaints that carry weight

You should be monitoring all of these. Set up Google Alerts for your property name and your business name at a minimum. PropsManager's communication tracking features can help you maintain records of every tenant interaction, which becomes invaluable when you need to craft a factual response to an unfair review.

The Golden Rule: You're Not Writing for the Reviewer

This is the most important mindset shift you'll ever make about online reviews. Read it twice.

You are not writing your response for the angry tenant. You are writing it for the next 50 prospective tenants who will read that exchange.

That future renter scrolling through your reviews at 11 PM? They're trying to answer one question: "Is this landlord going to screw me over?" When they see a nasty review followed by a calm, professional, fact-based response, they don't think less of you. They think more of you. They think, "Okay, this person is reasonable. Even when someone comes at them sideways, they keep it together."

So every word you write in a review response is marketing copy. Treat it that way.

Step-by-Step: How to Respond to a Negative Review

Step 1: Walk Away for 24 Hours

I don't care how wrong the review is. I don't care if it's full of outright lies. Do not respond while your blood is still hot.

I once typed out a 400-word response at 6 AM after reading a review that accused me of entering a unit without notice—something I absolutely did not do, and I had the certified mail receipt to prove it. My response was factual but dripping with sarcasm. I didn't send it, thank God. I went for a run, came back, rewrote it, and the version I published was about 80 words of calm professionalism.

Set a 24-hour rule. No exceptions. Put it in your calendar if you have to. "Respond to review tomorrow at 2 PM."

Step 2: Acknowledge the Tenant's Frustration

Even if the complaint is exaggerated or flat-out wrong, start by acknowledging that they had a negative experience. This doesn't mean admitting fault. There's a difference.

Bad: "We're sorry you had a terrible experience." Good: "Thank you for sharing your feedback. We take every concern seriously and want to make sure our residents feel heard."

See the difference? The second version doesn't concede anything, but it shows empathy. The future renter reading this sees someone who listens.

Step 3: Present Facts Without Getting Defensive

This is where you set the record straight—calmly. Don't argue. Don't get snarky. Just state what happened.

Example response: "Hi Sarah, thank you for your feedback. Our records indicate the maintenance request for the kitchen faucet was submitted on Monday, March 4th, and our licensed plumber completed the repair on Wednesday, March 6th—within our standard 48-hour window for non-emergency requests. We understand waiting for a repair can be frustrating, and we're always looking for ways to improve our response times. Please don't hesitate to contact our office at (555) 123-4567 if there are any remaining concerns."

Notice what that response does:

• States specific dates
• References documented records
• Explains the timeline in context (non-emergency window)
• Offers a path forward
• Stays relentlessly professional

Step 4: Take It Offline

Always offer to continue the conversation privately. This does two things: it shows good faith, and it gets you out of the public arena where things can escalate.

"We'd love the opportunity to discuss this further. Please reach out to us directly at [phone] or [email] so we can work toward a resolution."

Step 5: Keep It Short

Your response should be 3-5 sentences. Maybe 6 if the situation is complex. Nobody wants to read a novel. Long, defensive responses make you look worse, not better. Hit the key points, offer to talk offline, and move on.

Response Templates for Common Negative Reviews

Here's a cheat sheet. Adapt these to your situation—don't copy them word for word or they'll sound robotic.

The "Never Fixes Anything" Review

"Hi [Name], we appreciate you sharing your experience. According to our maintenance records, we completed [X] repair requests for your unit this year, with an average response time of [X] hours. We strive to address all concerns promptly and are sorry if any repair fell short of expectations. We'd welcome the chance to discuss any outstanding issues—please contact us at [phone/email]."

The "Entered Without Permission" Review

"Hi [Name], thank you for raising this concern. We take tenant privacy extremely seriously. Our records show proper notice was provided on [date] via [method] in accordance with [state] law, which requires [X] hours' advance notice. We understand this can feel intrusive and always aim to schedule at mutually convenient times. Please reach out to our office if you'd like to discuss further."

The "Raised My Rent Unfairly" Review

"Hi [Name], we understand rent increases are never welcome news. The adjustment was based on current market rates for comparable units in the area and was communicated [X] days in advance per our lease terms. We value long-term residents and are always open to discussing lease renewal options. Please don't hesitate to reach out directly."

The "Kept My Security Deposit" Review

"Hi [Name], thank you for your feedback. A detailed itemized statement of deductions was provided within [X] days of move-out, as required by [state] law. The deductions covered [general categories—e.g., 'documented damage beyond normal wear and tear']. We're happy to review the documentation with you. Please contact our office at [phone]."

What NOT to Do: The Landlord Review Response Hall of Shame

I've seen landlords absolutely torpedo their reputations with responses like these. Don't be that person.

When the Review Is Fake or Defamatory

Sometimes reviews aren't just unfair—they're from someone who was never your tenant, or they contain outright false statements of fact. Here's your playbook:

1. Flag it for removal. Every platform has a process. Google lets you flag reviews that violate their policies. Yelp has a similar system. Document everything.
2. Respond publicly anyway. Even while you're pursuing removal, leave a brief response: "We have no record of a tenancy matching this review. We take all feedback seriously and encourage anyone with a genuine concern to contact us directly."
3. Consult an attorney for defamation. If someone is posting provably false statements that are causing financial harm, you may have legal recourse. An attorney specializing in landlord-tenant law can advise. This is a last resort—lawsuits against reviewers rarely end well in the court of public opinion.
4. Document the impact. If a fake review is costing you applicants, keep records. Screenshot everything with timestamps. This documentation matters if you pursue legal action or platform removal.

Building a Positive Review Strategy (Offense, Not Just Defense)

The best defense against negative reviews? Burying them under a mountain of positive ones. Here's how landlords with 4.5+ star ratings do it:

Ask at the Right Moment

Don't ask for reviews randomly. Ask when you've just delivered value:

• Right after completing a maintenance request quickly
• After a successful lease renewal
• When a tenant thanks you for something
• After resolving a complaint to the tenant's satisfaction

A simple text or email works: "Hey Marcus, glad we got that dishwasher sorted out so quickly! If you have a minute, we'd really appreciate a Google review. Here's the link: [link]. No pressure at all."

Make It Easy

Most people won't leave a review if it takes more than 30 seconds. Create a direct link to your Google review page and include it in:

• Post-maintenance follow-up emails
• Move-in welcome packets
• Lease renewal correspondence
• Your email signature

Use Technology to Stay on Top of Communication

This is where having a proper property management system pays for itself. When every maintenance request, every communication, every lease document is logged and timestamped, you've got receipts. Literally.

PropsManager keeps a complete audit trail of tenant interactions—maintenance requests, messages, lease changes, payment history—so when someone claims you "never respond," you can point to documented proof. That's not just good for review responses; it's good for your sanity.

Respond to Positive Reviews Too

This one's underrated. When someone leaves a nice review, respond! "Thanks so much, Maria! We love having you as a resident. Let us know if you ever need anything." It takes 15 seconds and shows prospective tenants that you're engaged and appreciative.

The Legal Side: What You Can and Can't Say

Tread carefully here. When responding to reviews:

• Never disclose lease terms, payment history, or personal information. In many states, this violates tenant privacy laws regardless of what the tenant disclosed first.
• Don't confirm or deny tenancy unless the reviewer has already identified themselves as your tenant.
• Avoid anything that could be construed as retaliation. If a tenant leaves a bad review and you suddenly start sending violation notices, that's a pattern a judge won't like.
• Document everything internally. Even if you can't say it publicly, keep records of the actual facts in case the situation escalates.

When in doubt, run your response by your property management attorney. A $200 phone call is a lot cheaper than a $20,000 lawsuit.

How Your Review Score Affects Your Bottom Line

Let's make this concrete with some rough math:

Say you manage 10 units at an average rent of $1,400/month. Your current Google rating is 3.2 stars, and your average vacancy period is 45 days between tenants.

If improving your review management brought that rating to 4.3 stars and shortened vacancy by even 10 days per turnover, that's:

• 10 units × $47/day (daily rent) × 10 days saved = $4,700 in recovered revenue per turnover cycle

And that's conservative. Properties with strong online reputations also attract better-quality applicants—tenants who pay on time, take care of the unit, and renew their leases. That's worth far more than the raw vacancy savings.

Managing reviews isn't vanity. It's a revenue strategy.

Tracking Review Responses and Tenant Satisfaction

The landlords who handle reviews best aren't winging it. They have a system. Here's a simple framework:

1. Monitor weekly. Set aside 15 minutes every Monday to check Google, Yelp, and any other relevant platforms.
2. Log every review in a spreadsheet or your property management software with the date, platform, rating, summary, and your response date.
3. Track response rate. Your goal is 100% response rate—every review gets a reply.
4. Measure sentiment trends. Are reviews getting better or worse over time? If they're trending down, that's a signal to investigate operational issues.
5. Follow up internally. When a negative review highlights a legitimate problem, fix it. Then document the fix. That's how you turn criticism into improvement.

Curious how PropsManager can help streamline tenant communication and documentation? Check out our pricing plans or request a demo to see the platform in action.

Explore More PropsManager Resources

Looking for the right property management software? Check out our in-depth guides:

• Compare Property Management Software — See how PropsManager stacks up against Buildium, AppFolio, Rent Manager, and Propertyware.
• Software for Small Landlords — Built for landlords managing 1–50 units without the enterprise price tag.
• AI-Powered Property Management — Discover how automation can save you 5–10 hours per week.
• Solutions for Property Managers — Scale from 50 to 500+ units without scaling your costs.

Frequently Asked Questions

Should I respond to every negative review, even obviously fake ones?

Yes. Always respond. Even if the review is clearly fake or from someone who was never your tenant, leaving it unanswered looks bad to prospective renters. A brief, professional response like "We have no record of this tenancy but welcome anyone with concerns to contact us directly" accomplishes two things: it signals to readers that the review may be inauthentic, and it demonstrates that you monitor and care about feedback. Flag fake reviews for removal through the platform simultaneously.

How long should I wait before responding to a negative review?

The sweet spot is 24 to 48 hours. Responding immediately (within minutes) signals emotional reactivity and increases the chance you'll say something you regret. Waiting longer than a week, though, makes it look like you don't monitor your online presence or don't care. Set a personal rule: read it today, draft your response tomorrow, and publish it after one more read-through. If a review is particularly inflammatory, have a trusted colleague or your property manager review your draft before posting.

Can a tenant sue me for responding to their review?

It's unlikely, but it depends on what you say. If your response is factual, professional, and doesn't disclose private tenant information (payment history, lease details, personal circumstances), you're on solid legal ground. Where landlords get into trouble is sharing specifics—"This tenant was late on rent four times" or "They were evicted for..."—which can violate privacy laws in many states. Stick to general facts, reference documented timelines, and always offer to continue the conversation offline. When in doubt, spend the $200 on a quick call with your attorney.

Is it worth paying for a reputation management service?

For most individual landlords managing under 20 units, probably not. A basic monitoring routine (Google Alerts plus weekly platform checks) and consistent response habits will get you 90% of the way there. For larger portfolios or property management companies, reputation management software can be helpful for tracking reviews across dozens of properties and platforms. Before investing in a service, make sure your fundamentals are solid—fast maintenance response, clear communication, and proper documentation using a tool like PropsManager will do more for your review score than any reputation management service.

What if a negative review mentions a legitimate problem I haven't fixed?

Own it. Publicly. This is actually your best-case scenario, because it gives you the chance to demonstrate accountability—which prospective tenants value enormously. Something like: "You're right, and we apologize for the delay on this repair. We've since [completed the repair / hired a new contractor / updated our process]. We're committed to doing better." Then actually fix the problem. Prospective tenants reading this will see a landlord who listens, takes responsibility, and improves. That's someone they want to rent from.

Turn Your Online Reputation Into a Competitive Advantage

Negative reviews aren't going away. As long as tenants have internet access and strong opinions, you're going to get them. The landlords who thrive aren't the ones who avoid bad reviews—they're the ones who respond so well that the reviews actually help their business.

Every response you write is a public demonstration of how you operate. Make it count.

Start by auditing your current reviews across all platforms this week. Respond to any unanswered reviews—positive and negative. Set up a monitoring routine. And build the documentation habits that give you the facts you need when it's time to respond.

Need help organizing your tenant communications and maintaining the kind of documentation that makes review responses effortless? PropsManager gives you a complete audit trail of every interaction, maintenance request, and lease event—so you're never caught without receipts. See our plans or book a demo today.

Related reading you might find useful:

• How to Handle Tenant Disputes Without Lawyers
• Dealing with Noise Complaints: A Landlord's Guide
• How to Handle Late Rent Payments Professionally