Every property management company has faced a terrifying moment of its own: opening Google to find a one-star review that seems more like a horror story than real feedback. Some are angry, some are absurd, and some leave you wondering if the reviewer even interacted with your company at all.
To wrap up our month-long focus on Reputation Management, we’re pulling out a few examples of real-world reviews that will make your hair stand on end, and sharing how to handle them when they appear on your business page.
The “Application Rejection” Review
This is a classic scenario in property management. Someone applies to rent a property, doesn’t meet the screening criteria, and then leaves a scathing review online. They might accuse your team of being “unfair,” “discriminatory,” or “unprofessional,” even when the decision was based on standard, published criteria.
What to do:
Keep calm and stick to the facts. Don’t get defensive or reveal private applicant details. A simple, professional response works best:
“Thank you for your feedback. We apply our rental criteria equally to all applicants and regret that we couldn’t approve your application at this time. We wish you the best in your housing search.”
Most reasonable readers will see that your company handled the situation fairly.
The “Fake Name” Review
Every now and then, you’ll see a review from someone who clearly isn’t a real customer, sometimes with a name that sounds more like a cartoon character than a human being. “Ben Dover” left this one-star review full of exaggerations and dramatic flair.
Fake reviews are unfortunately common, whether from competitors, disgruntled tenants, or anonymous internet users with too much free time.
What to do:
Report the review to Google if you can prove it’s fake or violates policy (such as impersonation or harassment). In your public response, take the high road:
“We take all feedback seriously, but we’re unable to find a record of this individual in our system. We’d be happy to discuss your concerns directly if you reach out to our office.”
This shows professionalism, helps future readers trust your business, and gives you a chance to flag the review for removal.
The “Absurd” Review
Some reviews are so strange that they read like performance art. The reviewer might go on bizarre tangents, mention personal issues, or include irrelevant information that leaves you shaking your head.
These types of reviews often violate Google’s content policy if they include personal attacks, explicit content, or unrelated rants. But even when they don’t, the best approach is to respond carefully or sometimes, not at all.
What to do:
If the review crosses a line, report it. If not, a short acknowledgment can be enough:
“We’re sorry to hear you had a negative experience. If you’d like to discuss your concerns, please contact us directly.”
Remember that the goal isn’t to win an argument, it’s to look like the adult in the room.
The “Professional Response” Review
Here’s a great example of how to handle criticism gracefully. The reviewer accused the company of poor communication, but the property manager replied with professionalism and empathy. They acknowledged the concern, clarified what happened, and maintained a respectful tone.
This kind of response does more than just defend your reputation. It shows potential clients that you take accountability seriously. Even when a review stings, a calm and factual reply can turn a negative comment into a display of your company’s integrity.
Final Thoughts
Bad reviews can feel like a jump scare, but they don’t have to haunt your business. When handled strategically, even a one-star comment can reinforce your professionalism, transparency, and commitment to customer service.
If you consistently respond thoughtfully, keep communication records, and monitor your online reputation, you’ll build credibility that no ghost story can shake.
Happy Halloween—and may your reviews be far less frightening than these!
