Topic: Resident in the wrong keeps blasting property annonymously!

I'm familiar with the etiquette of responding to negative reviews online, but had a quick question about REALLY negative, repetitive reviews. I typically always figure out who the reviewer is based on Yardi memos and their post...

That said, I have a lady blasting a property (not enough to have the entire post removed) repeatedly using different accounts, even though she is clearly in the wrong.

She remains anonymous, but I am tempted to write:

Stacy,
Stop it. You are in the wrong, we let you out of the lease 2 months early without penalty because we feel sorry for you. Stop blasting our property that everyone else seems to enjoy.

Any legal ramifications on this? Should I post her unit # instead of her name, keeping her totally anonymous?

Thanks!

I can absolutely relate to your situation and sincerely understand your frustration. On the other hand, as a previous property manager, I would avoid posting a reply directed at this person. Instead, try posting a positive statement about your property, a praise to the residents or an upcoming event. Keep in mind, if you broadcast "courtesy reminders" stating how you let her out of the lease, you may end up in a Fair Housing case. Just always watch your paper trail. A phone call to this person would be more discrete and may gain her respect. If you have prospects that are calling with a concern about the reviews, just remind them how many apartments are in the community and that the posts are anonymous. For all we know, it could be a kid, a prospect that was denied or a mad tenant that's having to pay a late fee. Just remind them, you can't base your decision off of reviews.

I must have missed some of this discussion. Can you explain how this relates to Fair Housing law?

I am about being fair, but if you have a person that is over and over placing false statements online, it is hurting your business, and you know you have been fair and above board, you can take legal actions against them. Now understand that if you want to go down this road you need to get buy in from your upper management and talk to the management’s lawyer.
People that are posted as anonymous do not read that their names and email will be given up, if the law comes in and asks for it. Then you know for sure who is making the posts and can take legal action as it interferes with the livelihood of the management company as well as the owners and investors. This then sends a message to others that want to play games and they will think twice about it.
Not a step to take lightly, but it is an option.

There have been several related posts on this very issue that may help you decide what to do. Some people have suggested asking your happy residents to go on line and post positive comments, as well as someone in Management also posting a response. I am not sure I would call someone and accuse the person unless I was 100% sure he was responsible for the posts - might be difficult to prove and somehow I would not want my words to come back to me in an even more negative way.

Slander and libel are possible grounds for legal action and again this might be difficult to prove, as well, especially proof of how you have been damaged by the postings. Anonynimity offers some protection, I would think, to this Poster of Nasty-grams. However, I am not an attorney so I'm not qualified to give legal advice! Letting someone out a lease early with no penalty (not charging a Lease Break Fee, ie.when the Lease states otherwise) would be against FH if Management let this Poster out, Mary. At least that is how I interpret this.

I would let my Residents know how to go about filing a complaint to Management (this should be a part of your Resident Policies and published in your Resident Handbook.) I would even distribute them to all the Residents with the monthly Newsletter if it's been a while since they may have seen/read them. I would also contact the Residents who have moved previously within say the last year and ask them to post their thoughts about living at my community and perhaps ask for their Referrals and offer a token of appreciation. Then, add this: If you have anything you would like to discuss with me regarding your move out experience, please contact me by telephone, text or email and I would love to set aside some time just for you.

Then, I would post to the ratings site the fact that Management respects every Resident and here is what we do to demonstrate this - even after our Residents move out, we try to establish a great relationship and keep it going.

If the Offender continues to post, and you have even more knowledge that it is one particular person, there is absolutely nothing wrong with having a Cease and Desist letter sent to the resident by the Management Company's attorney. Attorneys are really great with wording such letters for their clients.

I wouldn't even worry about it. Being defensive will only look bad in the eyes of other readers. I'd suggest you reach out to residents that are happy and have them post reviews or comment on this person's posts.

Readers look at anonymous reviews and people that are spamming feeds and discount them. Think about review sites you go to. You don't believe everything you read. Even think about Facebook and how people will leave snippy comments on company or celebrity walls. Most readers just discount these morons.

Give readers credit. We know when something is spam and when something might have some truth. If you feel compelled to do something here's what I would say (based off what you've shared here).

"Thank you for taking the time to leave your reviews and comments. Based on your multiple posts we can see and understand your frustration. We do apologize for any inconvenience you have had because of the circumstances. From our discussions with you we were under the impression you were satisfied with the solution we had reached for your circumstances. If for any reason you are dissatisfied with that result we would be happy to discuss further. Please feel free to contact us at your convenience. Thank you."

Try to move the conversation off line and show readers that some resolution has been made even though the person may be holding a grudge. At least it will show that you are listening and that you do care. I think that's what is most important. No need to get any lawyers involved in my opinion.

Right. When you see a bunch of posts with negative info, you discount it. What you assume is that somebody has an issue. It negates itself.

I assume this is a protected class issue and that's why this was related to Fair Housing law.

Thanks for the help with interpreting this post.

My recommendation would be to take the high road and respond to each negative review with a kind-worded solution to the problem. Thank all reviewers for taking the time comment and let them know you appreciate the feedback.

I would definitely not stoop to her level by posting a negative response, any personal information about her, or mention any concessions you gave to her. If you let her out of her lease two months early without penalty, but you do not do this for everyone, it is a fair housing violation.

My community has negative reviews too, but I find that responding to each review kindly speaks volumes to anyone else who sees the false accusations and negative statements.

Good Luck!

www.apartmentratings.com/rate/OR-Tigard-...anor-Apartments.html

Great replies by Mindy, Mark and Rose...and others. I agree with the high road approach...and loved Mark's messaging idea. The challenge with apartmentratings.com is that while operators have their share of issues with it...Google your property name and its page on apartmentratings.com will most likely come up first, second or third. Then the prospect visits the site. They do not know the issues the industry has with the site...they just assume it's the TripAdvisor of apartments. And this site has become one of the top sources...and reports I've heard say it has the highest closing ratio of any ILS (if you pass the test on apartmentratings.com, they are ready to rent with you). Despite the challenges, I think there is immense potential with apartmentratings.com. If done right, this can become your top marketing tool.

First, contract for the Manager Center (it's like a whopping $200/year). This lets you respond as the manager (as opposed to trying to post like one is a resident - online shoppers can see through these). The MC gives you the opportunity to get in the room, professionally engage, and take the conversation offline.

Second, the national study we did the latter part of 2011 ("Getting Inside the Head of Today's Online Renter") revealed some amazing findings...some of which tie into the comments made by others in this discussion. Start with the fact that rating sites were rated as being very important in apartment searches, and that ratings rated as #6 out of 45 items prospects consider when shopping for a new apartment. Then, the results from a series of questions about posting ratings was amazingly eye-opening:

- 62% of residents nationally responded that they would post positive comments on a ratings site or a community Facebook page.

- However...only 8.8% said that their community ever asked them to post their comments online.

So...positively impacting your online reputation begins with simply asking residents to post their positive comments. A resident comes in to thank you for doing abc. Another resident emails thanks about taking care of xyz. The next step is to arm the staff with your property's apartmentratings.com page URL, as well as your community Facebook page. "Thank you so much, Mr. Juleen, for your lovely comments. Would you consider posting a good word or two on www.apartmentratings.com/123djs and on our Facebook page?"

We like to say that you manage your online reputation...by managing the resident experience. Cause > effect. Focus on consistently providing terrific service. Then the only missing piece is asking your happy, satisfied residents to share their thoughts online. Ask...and ye shall receive!

The proof's in the pudding, as they say. A rather large client of ours shared the results of an analysis they did. They compared the ratio of negative-to-positive comments posted on apartmentratings.com, looking at the ratio one year before working with us, and one year after we rolled out their on-going feedback programs. The results bring home my points from above:

- In one year, by focusing more on the resident experience and engaging residents, the ratio of negative:positive comments on apartmentratings.com went from 2:1 to 1:2...a complete reversal. And everyone wins in this scenario...resident satisfaction, loyalty and retention grow...as does your online reputation, thus aiding leasing.

You also have to take into consideration people browsing apartmentratings.com during their apartment search - before they have even chosen a specific community to research. Say you have a list of 10 apartments sorted from highest % to lowest... These negative reviews are bringing down the overall percentage and moving the property down the list.

Apartmentratings.com needs to change their policies. I don't like the fact that once someone posts a review, the website will email that person anytime a new post is made.

We have asked our happy residents to post positive reviews, only to have the previous negative reviewers go back & bash the happy reviewers for being happy with the property, which then gives our happy residents a bad taste.

Apartmentratings.com really needs to re-examine their policies!

Hi Carey,

I understand it is very frustrating, but review sites are here to stay and they do provide a valuable service to renters, even if some of our customers use the sites in an inappropriate manner. The customer isn't always right but we still have to treat them like they are. I like to kill them with kindness. B)

The best we can do is be consistent and helpful. Address the specifics of each individual negative post right away, even if it's the same person posting them.

If they are complaining that management "stole their deposit." List an outline of what the general charges are and remind them that this stated in the rental agreement. If they complain about maintenance, offer instructions on how to get maintenance issues resolved by submitting a maintenance request. If you give me some specifics, I'd be glad to help you come up with a pleasant response.

When prospects see that you are offering solutions to the complaint, the complainer loses credibility, which affects the prospects choice to visit your community in a positive way.

Good Luck!

The best thing you can do is to remain positive in all situations and hope to show more prospects what you are truly about! Make sure to respond to every review on the web! :) Good Luck :)

Scottsdale Park Suites ReviewScottsdale Park Suites Review

Sorry just noticed the postings on this subject But I have to chime in because it is such a great topic. For many years now apartmentratings.com has drove people to the brink of insanity. We make sure to respond professionally to every single negative or positive posting. In fact I cannot plug them because of the rules here at multifamilyinsiders but there was a Facebook shout out to someone who posted a lead that had gone on to apartmentratings.com and seen where the manager had responded to a negative posting, but the prospect was so impressed with the response they contacted the manager personally to gather information on leasing at the property.

I guess the one thing I am trying to say is like Rose said respond to each with professionalism even if they get personal and it will pay off.