Zoe Alvarez
Online reviews are an integral part of the rental process, with the majority of renters consulting consumer reviews to make informed decisions before committing to a lease. Websites such as Apartments.com allow renters to review various aspects of individual apartments and communities, including location, quality of amenities, noise levels, overall value, and leasing office staff. These reviews provide future renters with valuable insights into the rental experience and help them make informed choices. While renters can benefit from the availability of reviews, landlords and property managers can also gain valuable feedback and improve their offerings to attract more renters. The ability to respond to reviews or report them ensures a balanced perspective and allows for addressing any concerns raised by renters.
| Characteristics | Values |
|---|---|
| Who can review? | Renters/apartment hunters and dwellers |
| What can be reviewed? | Overall rating, location/neighborhood, quality of amenities, noise level, overall value, and leasing office and maintenance staff |
| Where can reviews be submitted? | Apartments.com |
| What are the requirements for reviews? | Reviews should focus on the apartment community and the reviewer's experience living or visiting there; reviews must comply with the website's Terms of Service and Terms of Use |
| What is prohibited in reviews? | Mention of government vouchers, preference or discrimination allegations in housing due to race/religion/ethnicity, external references to competing communities, management companies, or other websites |
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What You'll Learn
Renter reviews on the rise
In today's world, the majority of renters are consulting consumer reviews to help them make informed decisions before committing to a lease. A survey by Apartments.com found that 80% of renters use reviews during their apartment search, with over three-quarters describing reviews and recommendations as "extremely or very helpful" when choosing a new place to live.
With the rise of online rental platforms, renters no longer have to leave rental websites to find relevant apartment community reviews. Websites like Apartments.com allow renters to review a wide variety of aspects, including the overall apartment, location, quality of amenities, noise level, overall value, and the leasing office and maintenance staff. This provides future renters with an authentic view of the apartment and its community.
To ensure compliance and fairness, reviews on Apartments.com must adhere to specific guidelines. For example, reviews must not include mentions of government vouchers, allegations of discrimination, or references to competing communities and management companies. Additionally, reviews undergo moderation to ensure they comply with the website's Terms of Service and Terms of Use, with a typical posting time of around ten business days.
The ability to write and read renter reviews empowers both apartment hunters and current dwellers to make more informed decisions about their living situations. It also provides a platform for renters to share their experiences and contribute to a growing online community centered around rental properties. As the trend of renter reviews continues to gain traction, it is likely that we will see even more individuals turning to these reviews as a trusted source of information during their apartment search.
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What to include in a review
When writing a review as a renter, there are several key elements to include to ensure a thorough and informative evaluation. Firstly, focus on your experience living or visiting the apartment community. This includes specific details about the apartment itself, such as the quality of amenities, noise levels, and overall value. You can also mention aspects of the community, such as the neighbourhood, the leasing office, and maintenance staff. It is important to provide an honest account of your experience to help prospective renters make informed decisions.
When writing your review, be detailed and specific. For example, if you are reviewing the amenities, mention the specific amenities that stood out to you, whether positively or negatively, and explain why. Were the amenities well-maintained and accessible? Did they meet your expectations or were there shortcomings? Similarly, when discussing the neighbourhood, talk about the proximity to important locations, the safety of the area, and any notable features that added to or detracted from your experience.
It is also essential to abide by the review guidelines provided by the platform. For instance, on Apartments.com, reviews must comply with the Fair Housing Act. This means avoiding mentions of government vouchers, allegations of discrimination, and references to competing communities or management companies. Additionally, external references, including websites, links, email addresses, or phone numbers, are typically prohibited. Ensure that your review focuses solely on your experience with the apartment and refrains from violating any terms of service.
Remember to maintain a balanced perspective in your review. While it is important to highlight any issues or negative experiences, also acknowledge the positive aspects. This provides a comprehensive overview for readers. Additionally, consider the timing of your review. Recent reviews tend to carry more weight than older ones, so try to submit your review promptly after your experience to ensure its relevance and impact.
Lastly, be mindful of the tone and language you use in your review. Write in a clear and concise manner, expressing your thoughts and experiences effectively. Avoid overly emotional language or personal attacks, and ensure your review remains objective and respectful. By following these guidelines, you can contribute a valuable and constructive review that assists other renters in their decision-making process.
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Where to submit a review
On Apartments.com, renters can submit reviews on properties that have more than four units. Reviews are not accepted for single-family rental homes. The option to leave a review is located underneath the property's Points of Interest section. To submit a review, writers must agree to the website's Terms of Service and Terms of Use, and reviews are moderated to ensure they comply with these terms. Moderated content typically posts within ten business days, depending on the volume of submissions.
Reviews should focus on the apartment community and the reviewer's experience living or visiting there. They should avoid inappropriate language, including profanity, name-calling, and other offensive or derogatory language. Full names of individuals other than the reviewer are not permitted, and reviews should not name competing communities or management companies. Reviews also cannot include external links, email addresses, or phone numbers.
If a reviewer wishes to have their published review removed from Apartments.com, they can send a request to [email protected], providing the community name, community address, title of the review, and the email address used to submit it.
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Fair Housing violations
When writing a review as a renter, it is important to be mindful of the Fair Housing Act to avoid violations. This act covers most housing and aims to protect individuals from discrimination in housing practices. It is illegal to discriminate or harass individuals based on their race, colour, religion, sex, disability, familial status, or national origin.
- Avoid mentioning government vouchers, such as Section 8, or any form of preference or discrimination allegations based on protected characteristics, including race, religion, or ethnicity.
- Refrain from naming competing communities, management companies, or including external references such as websites, links, email addresses, or phone numbers.
- Do not include any personal information that could identify individuals, such as names or specific addresses, as this may unintentionally disclose protected characteristics.
- Focus your review on the apartment community and your experience living or visiting there, rather than on specific individuals.
Additionally, be mindful of any specific guidelines provided by the review platform. For example, Apartments.com has its own guidelines, such as only accepting reviews for properties with more than four units and moderating all submissions to ensure compliance with their Terms of Service and Terms of Use.
By being mindful of the Fair Housing Act and following any specific guidelines provided by the review platform, you can share your experiences as a renter while respecting the rights and privacy of others.
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Responding to reviews
Understanding the Review: Before responding, carefully read and understand the content of the review. Consider the reviewer's perspective and try to identify the key points they are highlighting. This will help you address their specific concerns or feedback.
Express Gratitude: Regardless of whether the review is positive or negative, begin your response by thanking the reviewer for their feedback. Show genuine appreciation for their time and input. For instance, you could say, "Thank you for taking the time to share your experience."
Address Negative Reviews Promptly: Negative reviews can impact your reputation, so it's important to respond to them in a timely manner. Responding quickly shows that you are engaged and committed to resolving any issues. Take the time to craft a thoughtful response, but don't delay too long, as it may signal indifference.
Personalize Your Response: Tailor your response to the specific review. Address the reviewer's concerns directly and, if possible, refer to their specific experience. For example, you could say, "We're sorry to hear about the issue you encountered with our product. We want to make it right."
Provide Solutions or Next Steps: If a reviewer has had a negative experience, offer concrete solutions or steps to resolve their issue. For instance, you could suggest contacting your customer support team or provide a direct email address for further assistance. Show that you are committed to making things right.
Be Professional and Empathic: Maintain a professional and respectful tone in your responses, even when addressing negative reviews. Empathize with the reviewer's concerns and avoid becoming defensive. Remember that your response is not just directed at the reviewer but also serves as a demonstration of your customer service to potential customers.
Learn from Feedback: Reviews provide valuable insights that can help you improve your product or service. Use constructive criticism as an opportunity to make positive changes. Let reviewers know that their feedback is valued and appreciated, and, if relevant, share any improvements or changes you've made based on their input.
By following these guidelines, you can effectively respond to reviews, address customer concerns, and showcase your commitment to providing an excellent experience. Remember that your responses contribute to your overall brand image and can greatly influence how potential customers perceive your business.
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Frequently asked questions
Yes, renters can write reviews on Apartments.com.
Renters can review a wide variety of aspects of individual apartments and communities that choose to offer reviews. They can give an overall rating on the apartment and also review the location/neighborhood, quality of amenities, noise level, overall value, and the leasing office and maintenance staff.
Language on Apartments.com must comply with the Fair Housing Act. Content that should be avoided includes the mention of government vouchers (Section 8), preference or discrimination allegations in housing due to race/religion/ethnicity, etc. External references should also be avoided — naming or directing others to other websites, links, email addresses, or phone numbers is prohibited.
There is no ability to edit a review, nor is there any option to upload photos. Any author who wishes to have their published review removed from the site should send a request to [email protected] and provide the community name, community address, title of the review, and the email.
On Apartments.com, a review can be submitted on properties that have more than four units. Reviews are not accepted for single-family rental homes. You'll see the option to leave a review underneath the property's Points of Interest section.
