Why Are All Apartment Reviews So Negative? (And What to Do About It)

Siobhan Park • June 17, 2025

If you've ever read through your community's online reviews and thought, “Why does it feel like everyone hates us?” — you're not alone.


The truth is: negative reviews are loud, and happy residents are often silent.


Most people don’t think to write a glowing review when everything’s going smoothly — but if their package goes missing or they hear a dog barking at 3am, they’re on it. That doesn't mean you're doing a bad job. It means the system is a little skewed.


And here’s the kicker: you can’t just delete bad reviews. Review platforms (rightfully) protect consumer opinions, which means your best strategy isn’t about erasing the bad — it’s about balancing the story.


So, how can communities generate more positive reviews — and manage the negative ones that sneak in? Let’s break it down.

A screenshot of a facebook post by david rose.

1. Ask for Reviews While the Experience is Still Fresh


Happy residents are all around you — they just need a little nudge.

  • Did someone thank your team for helping them move in smoothly?
  • Did maintenance get a shoutout for fixing an issue fast?
  • Did a resident compliment the vibe at your pool party?


That’s your moment.

Make it easy for residents to leave a review when they’re in a good mood. Text it. Email it. Include a QR code at events. The more convenient it is, the more likely they’ll do it. But don't just ask for a positive review, ask for an honest one. It build trust.


👀 Want to go deeper? Check out our guide on Mastering the Art of Resident Reviews for practical ideas and proven tactics that get results.


2. Turn Negative Reviews into Public Relationship-Building Moments


A negative review isn’t a failure — it’s an opportunity.

How you respond shows future residents how you handle problems. A thoughtful, respectful reply can do more for your reputation than a dozen five-stars.

✅ Thank them for their feedback
✅ Acknowledge their concern (even if you disagree)

✅ Offer a way to resolve it offline


✨ Need help crafting the perfect response? Don’t miss our blog: How to Respond to Negative Apartment Reviews — it’s packed with real examples and response templates your team can use right away.


A woman is giving a review of spring apartments.

3. Make Review Generation Part of Your Resident Journey


The best time to ask for a review isn't just once — it’s at every high point.

Here are a few review-worthy touchpoints:

  • After move-in (if it went smoothly)
  • After a service request is resolved
  • After a community event
  • Upon renewal
  • After a kind compliment in person or via email

Build review requests into your standard communications. Use automation where you can. Just make sure the ask feels personal and well-timed.

4. Celebrate the Positives Publicly


When you get a great review, don’t just screenshot it and move on — shout it from the rooftops!

  • Share it on social
  • Feature it on your website
  • Print and post it in the leasing office
  • Let your team know — especially if they were mentioned

This creates a culture where good service is recognized and residents see that their feedback matters.



The Bottom Line

Online reviews matter — but they’re only one part of the story. The key is not to fear negative reviews, but to drown them out with truth.

When you focus on building strong resident relationships and consistently ask for feedback, you’ll start to see your reputation reflect the real work your team is doing every day. Because we know your team isn’t perfect — but you care, and that matters.

A woman wearing a black t-shirt with the word reali on it.

ABOUT THE AUTHOR

Siobhan is the Head of Marketing at Repli. With over 10 years of digital marketing experience, Siobhan is dedicated to pushing boundaries and disrupting the industry by sharing insights on trends, technology, and best practices to help multifamily marketers thrive. When she's not creating content, she's often traveling with her family, filming k-pop dance covers, or exploring her favorite restaurants. 

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