Apartment Owners Tackle Negative Reviews on Apartment Ratings and Social Media via Multifamily Executive Magazine

How does your community handle negative reviews and comments posted to online or social media outlets?

ApartmentRatings.com has long been considered the most controversial of the ratings websites out there. Many managers and owners consider it a hotbed for resident hostility. In a recent survey distributed and compiled by Memphis-based Multifamily Insiders and sponsored by Lutherville, Md.-based SatisFacts Research and Corralville, Iowa-based Apartment Grade, 58 percent of respondents said they felt they received a false rating.

“ApartmentRatings.com has a reputation for being the site where everyone goes to complain,” says Greg Benson, senior director of marketing at Charleston, SC-based Greystar. “That’s in part because as an industry, we haven’t done enough to nurture positive feedback.”But they can’t ignore the negative feedback, whether its own ApartmentRatings.com, Yelp, or social media.

“If it’s out there, we’re not the only ones that know it’s there,” says Julie Brawn-Whitesides, executive vice president of Folsom, Calif.,-based FPI Management. “If our residents and clients check the feedback, it’s relevant. We try to take a proactive approach to it.”

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