Think about the last time you made a big decision—booking a hotel, hiring a contractor, or even choosing a new restaurant. You probably checked the reviews first. The same logic applies to property management. Whether it’s a potential resident looking for a new home or a property owner deciding who to trust with their investment, reviews play a crucial role in shaping their decision.
A strong online reputation isn’t just nice to have—it’s essential. If your property management company has glowing reviews, people assume your team is responsive, professional, and easy to work with. If your reviews are bad—or worse, if you barely have any at all—potential residents and property owners might scroll right past you.
The Silent Deal-Breaker You Can’t Ignore
Imagine a resident who enjoys living in their apartment. The location is great, the amenities are solid, and the community is nice. But there’s one issue—maintenance requests take too long. Frustrated, they leave a one-star review: “Nice place, but the property manager never responds.”
Now, a potential resident sees that review. They don’t know if it was a one-time situation or a pattern. They just see a warning sign and move on.
Bad reviews can quickly create doubt. Worse, they stick around forever, shaping the perception of your business long after the issue has been resolved.
But let’s flip that scenario. What if the review said: “Had a pest issue, but the property manager responded immediately and took care of it with Pest Share. Best service I’ve had in years!”
That single review could be the reason someone chooses to sign a lease or trust you with their property. A good reputation doesn’t just happen—it’s built review by review.
Why a Five-Star Rating Isn’t Enough
A high rating looks great, but it’s not the full story. People don’t just glance at the stars; they read the reviews.
They want to know:
Is maintenance handled quickly?
Do property managers communicate well?
Are there hidden fees or surprise charges?
Are complaints ignored, or does the management team actually care?
A property management company with a perfect 5-star rating but no detailed reviews might look suspicious. People want real, specific experiences. A few well-written, thoughtful reviews can be more powerful than a high rating with no context.
The Real Reason You’re Not Getting Enough Reviews
Most satisfied residents and property owners don’t leave reviews unless they’re asked. Meanwhile, unhappy people don’t need an invitation—they’ll post their frustrations without hesitation.
That’s why so many property managers end up with an unbalanced online presence. The happiest residents often stay silent, while the few who had bad experiences make their voices heard.
The solution? Actively encourage satisfied people to leave reviews.
The Right Way to Ask for Reviews
The key to getting more (and better) reviews is simple: ask at the right time and make it easy.
If a resident just had a great experience—maybe maintenance fixed something quickly, or they had a smooth move-in process—that’s the perfect time to ask. A simple, friendly approach works best:
“We’re so glad you had a great experience! If you have a moment, would you mind sharing it in a review? It really helps others looking for a great place to live.”
Timing is everything. If you wait too long, they might forget the details or lose motivation. Asking when the experience is still fresh increases the chances of getting a review.
Making It Effortless
People are busy, and even happy residents won’t go out of their way to leave a review if it feels like work. That’s why you need to remove all friction from the process.
Send them a direct link to the review page. Whether it’s Google, Yelp, or another platform, don’t make them search for it. A follow-up email or text with a simple message like, “We’d love to hear your feedback! You can leave a quick review here: [Insert Link]” makes all the difference.
Another trick? Mention it in person. When a resident or property owner gives positive feedback, respond with:
“We really appreciate that! If you have a minute, would you mind sharing that in a review? It helps more than you know.”
Most people are happy to do it—they just need a little nudge.
The Power of Responding to Reviews
Many property managers make a huge mistake: they collect reviews but don’t respond to them.
Ignoring reviews—especially negative ones—sends the wrong message. It makes it seem like you don’t care.
A bad review doesn’t have to be the end of the world. In fact, how you respond can completely change the perception of your business.
Instead of getting defensive, acknowledge the issue and offer a solution. Something like:
“We’re sorry to hear about your experience. We take these concerns seriously and would love to make things right. Please reach out so we can help.”
This does two things:
1. It shows the upset resident (and anyone reading) that you care.
2. It signals to potential residents that, even if issues arise, you handle them professionally.
Positive reviews deserve responses too. Instead of just saying “Thanks!” take a moment to personalize it:
“We’re so glad you had a great experience with our team! We appreciate you sharing, and we’re always here if you need anything.”
This kind of engagement builds trust and encourages more people to leave reviews.
What Reviews Reveal About Your Business
Reviews aren’t just about marketing. They’re a direct window into what’s working—and what’s not.
If multiple people are complaining about slow maintenance response times, that’s not just a review issue; it’s a business problem. If reviews consistently praise your team’s communication and professionalism, that’s something to highlight in your marketing.
A smart property manager doesn’t just collect reviews. They learn from them.
Turning Your Reputation Into a Competitive Advantage
At the end of the day, property management is all about trust. If your reviews show that you’re reliable, responsive, and professional, you won’t have trouble attracting residents and owners. If they tell a different story, even the best marketing won’t help.
So don’t treat reviews as an afterthought. Make them a priority. Ask for them, respond to them, and use them to improve your business.
Your reputation is one of your most valuable assets. Make sure it’s working for you, not against you.
