Every property manager knows that gut punch when a one-star review drops. You open your inbox, see that notification, and boom—someone just called you “unresponsive” or “unprofessional.” You want to fire back or explain. Don’t. Take a breath. What you do next matters way more than what they said.
In this business, your reputation is your business. According to Shapo, 88% of people read reviews before choosing, and 81% check Google first. One reply can save your image or make it worse.
You can’t stop bad reviews from happening. But you can control how you respond. And done right, responding to bad online reviews can actually make you look better than a five-star brag.
Key Takeaways
About 88% of people read reviews before hiring a property manager, and 81% start on Google, so how you respond to a bad review actually matters.
Seeing a mix of good and bad reviews makes people trust you more. It feels real and shows you can handle issues without drama.
In 2023, Google removed over 170 million fake or policy-breaking reviews, so knowing when to flag or take down a review can be just as important as writing a reply.
Responding With Class (and a Bit of Style)
A few bad reviews don’t sink you. Many studies show consumers trust businesses more when they see both good and bad reviews, since it feels more authentic.
When you’re responding to bad online reviews, you’re showing people how you handle problems. Calmly, clearly, and without drama. That’s the kind of property manager people want to work with.
There’s no magic script to achieve this, but there is a formula: Acknowledge. Explain. Resolve.
Start with acknowledgment or empathy:
“Thanks for sharing this…we’re sorry your experience wasn’t great.”
“That doesn’t sound like the level of service we aim to deliver—thank you for pointing it out.”
“Thanks for letting us know. We take situations like this seriously and want to learn from it.”
“We’re sorry this fell short of expectations. It’s not the experience we want anyone to have.”
Then, add context, not excuses:
“We aim to respond to all maintenance requests within 24 hours. We’ll look into what went
wrong here.”
“Our policy is to confirm every work order before sending a tech out, but it looks like this one
slipped through.”
“We usually handle requests like this within a day or two, so we’ll check what caused the delay.”
“We always try to be upfront about costs before any work starts. If that didn’t happen here, we’ll
make it right.”
Finally, make sure to resolve it and move it offline:
“Please reach out to our office directly so we can make this right.”
“You’re always more than welcome to reach out to us so we can resolve this carefully.”
“We’d appreciate the chance to speak with you directly to make sure this is properly addressed.”
Spin “Uh-Oh” Feedback into Positive PR
Believe it or not, bad reviews can be PR gold. A thoughtful, human reply can flip the tone fast. No excuses, no drama. Just honesty and accountability.
Here are some examples from our clients at PMW:
🤵 Client A
Review: “The lawn hasn’t been mowed in two weeks. My yard looks awful.”
Reply: “We understand how important a well-maintained yard is. Due to recent weather, our landscaping schedule was delayed, but the visit has been rescheduled and additional reminders are now in place to prevent this from happening again. Please reach out if you notice any other concerns so we can address them promptly.”
🤵 Client B
Review: “I never got my monthly statement on time. This is annoying.”
Reply: “Thanks for letting us know. Your statement was delayed due to a system update on our end. We’ve corrected the issue and ensured future statements go out on schedule. Feel free to reach out directly if you’d like us to resend anything.”
🤵 Client C
Review: “I was charged extra fees I didn’t expect.”
Reply: “We understand your concern. The fees in question are related to specific lease terms, but we should have explained them more clearly. Please reach out so we can review your account together and make sure everything is correct.”
Pro Tip: Responding to bad online reviews can also turn into good content. Post your best replies on social media. Use them in case studies. Let people see how you handle pressure with calm and class. Every smart response is free marketing.
How to Handle Harassment or Fake Reviews
In 2023, Google said over 170 million fake or policy-breaking reviews were reported and blocked or removed worldwide. That’s a lot of noise.
There’s a big difference between real feedback and harassment. Real reviews mention details. Fake ones are vague, repetitive, or suspiciously glowing. Some are from bots, competitors, or someone who has never worked with you.
If you spot one, flag it. Here’s how:
Go to your Google Business Profile
Find the review
Click “Report Review”
Choose the reason you’re reporting it. Is it considered spam, hate speech, harassment, or a conflict of interest
Wait for confirmation
Pro Tip: When things cross into harassment or slander, take screenshots before removal. Sometimes, the smartest move when responding to bad online reviews is knowing when not to.
FAQs about Responding to Bad Online Reviews
How can I get more reviews from tenants?
Ask right after a move-in, lease renewal, or maintenance visit. Tenants are most likely to respond when they’ve just experienced your service. A quick text or email with a direct link makes it easy. Tying up with PMW makes this easier since this is included in our Reputation Management package, helping you to get solid results.
Should I respond to negative reviews publicly or privately?
Start private. Reach out to the tenant or reviewer directly and try to fix the issue one-on-one. Often that’s enough. If it doesn’t work, then post a public reply consider posting a public reply. Stay calm and professional. Show your commitment to resolving the issue and don’t argue.
Are there legal risks when responding to negative reviews?
Yes. Don’t share personal info or say anything that could get you in trouble. Real cases exist, like a property management company that got into legal trouble for posting a tenant’s details online. Stick to facts, stay polite, and focus on the issue, not the person. Control your narrative by handling it right, and you protect your reputation without legal headaches.
Turn Negative Reviews into a Marketing Win with PMW!
We get it. Tracking every review across Google, Yelp, and Facebook is a full-time job, and you already have one.
That’s where we come in. PMW’s online reputation management tools help you:
Monitor all your reviews in one place
Get instant alerts for new feedback
Flag fake or spammy reviews fast
Use pre-built templates that sound like you, not a robot
At PMW, we help property managers stay on top of their reputation so they can focus on running solid properties and keeping owners happy. Let’s help you handle imperfection with style and schedule a consultation with us today!
