How to respond to tenant reviews of your building

Renters read reviews before they apply, and they read the replies too. A review stays up for years, so the response under it is often the only thing a future tenant hears from you before they decide whether to visit. A good one shows that problems at your building get heard and handled. A defensive one confirms the review.

Why respond at all

• Show you listen. A calm, specific reply tells the next renter that problems get attention.
• Tell your side. Add the context a review leaves out, without arguing with the reviewer.
• Show what's changed. A new boiler, a new super, new management: put the fix right under the complaint.
• Thank great tenants. Good reviews deserve a reply too, and they're the easiest place to start.

Before you write

• Read the whole review, including what the renter liked. Most critical reviews also say something good.
• Check the facts with your super or property manager: when it happened, what was done, what's still open.
• Decide what has actually changed since, and what you can back up.
• If the review makes you angry, write the reply later. You only get one.

How to write a response in five steps

1. Thank them

Start by thanking the reviewer for taking the time, even when the review is critical. It sets the tone for everyone reading after them.

2. Name the specific issue

Repeat the problem in plain words ("the heat outages last winter", "slow repairs in the lobby") so readers can see you read the review. Generic apologies read like a template.

3. Explain what happened or what has changed

Be concrete: what was fixed, when, and what you do now to stop it happening again. Only claim what you can back up. If nothing has changed yet, say what you're doing and when.

4. Offer a way to follow up

Invite the reviewer, and anyone with the same problem, to contact the management office. Keep it general: don't put a phone number, email address or link in a response on Openigloo. Renters can already reach you through the platform.

5. Keep it short

Three to five sentences is usually enough. Responses on Openigloo can be up to 1,500 characters, but the best ones are far shorter.

Examples

These are made-up examples, written to show the difference.

The second one argues with the reviewer, hints at their lease, and adds a phone number: three things the next renter reads as a warning, and three that Openigloo doesn't allow.

What never to say

These are the community guidelines every landlord agrees to before responding on Openigloo. They're good rules anywhere reviews are public.

• Respond, don't retaliate. Keep it professional and courteous, even when you disagree. No insults, threats, sarcasm or blaming the renter.
• Protect the reviewer's privacy. Don't try to identify who wrote a review. Never mention names, unit numbers, lease terms, payment history, disputes or any other detail that could identify the renter.
• Stick to the facts. Address what the review says. Explain what happened or what has changed (a new boiler, new management, a repair schedule). Don't make claims you can't back up.
• No pressure to change a review. Don't offer money, rent credits, gifts or anything else in exchange for editing or removing a review, and don't ask for it to be taken down in your response.
• No advertising or contact details. No phone numbers, emails, links, vacancies or promotions. Renters can reach you through Openigloo. You may invite the reviewer to contact your office in general terms.
• Follow fair housing law. Never reference race, color, religion, sex, national origin, disability, familial status, source of income or any other protected characteristic.
• One response per review. You can respond to each review once. Openigloo checks every response before it's published, and published responses can't be edited. If we don't approve a response, we'll tell you why and you can try again.
• Only for properties you own or manage. You may respond only on buildings you own or manage today. Tell us when you sell or stop managing a building.

Responding to your Openigloo reviews

Owners and management companies respond through IglooIQ, Openigloo's landlord portal. Claim your buildings, and our team confirms you own or manage them. Then respond to each review once. Openigloo checks every response before it's published, and your response appears right under the review. It costs $50 a month per building: see pricing and the landlord FAQ.