Words are powerful. They can lift you so high that you feel like you’re walking on clouds, and they can cut so deeply that you question everything you thought you knew. That’s why responding to renter reviews is so important: The words you choose in your reply can demonstrate your humanity, authenticity and professionalism — not to mention your gratitude — to the reviewer and your greater audience. Don’t be defensive, rude or petty. Do be specific, succinct and gracious. You might change the mind of a negative reviewer or make a life-long champion when you thank someone who left a glowing review.

Here are examples of appropriate replies to help you handle any online review.

Replying to negative reviews from unhappy renters

Renters can leave negative reviews for a variety of reasons, and you won’t always know exactly what’s behind their dissatisfaction with the building or your management services. Explain your position, but unless it’s a case of mistaken identity — or a claim you can prove is completely false — don’t try to refute every point in a negative review.

The building manager ignored my complaint and didn’t return my calls

Hi, : Thank you for taking the time to review me. I always aim to return phone calls and emails in less than an hour, and I’m sorry we weren’t able to connect. If I can still be of assistance, I promise I will get back to you as soon as possible, or I’d be happy to speak with you in person if you’re able to stop by the management office during business hours.

When I came to tour, the advertised unit wasn’t available

Hi, : Thanks for leaving your feedback. I genuinely value the opportunity to hear where I can improve my service, and I’m sorry if our units didn't meet your expectations. Unit availability can change rapidly, but we always strive to keep our information up to date and show renters all of the units that fit their requirements when they tour our community. If you are still looking, I would love the opportunity to work with you again to find the right apartment. Call me anytime at…

These apartments are old, smelly and noisy

Hi, : Thank you for reviewing our community. We pride ourselves on maintaining clean units and properly working amenities for all of our residents. As our buildings age over time, we strive to quickly address and resolve any issues that might crop up. Also, if you have persistent strong odors that you can’t eliminate with regular cleaning products, please contact me to see about a deep cleaning. Finally, we respect every resident’s right to quiet; if you feel the noise is excessive and you’ve identified the source, please stop by my office to discuss options.

The building manager is clearly incompetent and doesn’t fix any issues at all

Hi, : Thanks for leaving me a review. I’m sorry I wasn’t able to address the broken elevators as quickly as I would have liked. I know how inconvenient it is when amenities aren’t working properly, and I understand your frustration. We have technicians scheduled to service the elevators today, and will keep our residents posted on when the repairs are complete.

These apartments are the worst: Even if you clean your place top to bottom when you move out, they won’t refund your deposit

Hi, : Thanks for reviewing our community. We appreciate residents’ efforts to leave their units in the best possible condition; in some cases, security deposits can’t be returned due to damages beyond normal wear and tear or unpaid rent. We summarize these reasons when each resident moves out and provide an itemized statement listing the amounts deducted and invoices for repairs. If you would like to discuss your particular experience, please stop by our offices or contact me at…

Mistaken identity, inaccurate or completely false

Hi, : Our office was never contacted about this issue, and the problem described doesn’t match our units, but if you feel the mistake is on my part and would like to contact me to resolve this issue, please call me at…

Update: I’ve tried to contact this reviewer to resolve this issue and haven’t heard anything back. While I have no record of this resident, I welcome any feedback that helps me continue to improve my service.

Replying to mixed reviews from vaguely satisfied residents

Mixed reviews are good news/bad news — they liked some aspects of living in your community but didn’t care for others. When you reply to a mixed review, it’s important to acknowledge all of the feedback, but try to draw more attention to the reviewer’s positive comments.

The management staff seem okay

Hi, : Thanks for reviewing me. I’m so glad you’re happy with our community and our staff. I appreciate your feedback on the dynamic of working with us; we love helping our residents and always aim to meet every expectation. I’ll share your comments with my colleagues to ensure we remain a high energy, responsive and proactive team for every resident. I appreciate you taking the time to let us know about your experience living here.

These apartments are decent if you’re not looking for anything special

Hi, : Thanks for your review. I’m glad you enjoy living here, and we love helping our residents create a true community they can call home. If you have specific services or amenities you’d like us to consider, we welcome your ideas! I appreciate you taking the time to let us know about your experience.

Replying to 5-star reviews from delighted residents

It’s just as important to reply to positive reviews as negative or mixed ones — not only to show your gratitude for choosing your community, but to shine an extra spotlight on specific areas of your management expertise.

Thanks, ! We love to create a great experience for our residents. There were a lot of features on your wish list, so I’m particularly glad we were able to find that unit with the open layout and downtown views you wanted! Enjoy your new home!

Thanks, ! I’m so pleased you enjoyed living at our community. We work hard to make sure every resident receives personal attention, quick responses and, of course, the best possible rental home! Good luck on your move and please stop by to say hi anytime you’re back in town!

Thanks, ! It was a pleasure working with you to find an apartment. Downsizing isn’t always easy, and although we didn’t have an available unit that met all of your needs, I’m glad we were able to provide information and insight to help you make the best decision for your family. You never know what kind of hand life will deal you, so if you ever need a rental in our community, just give us a call!

Every review deserves a response, even the negative ones that set your teeth on edge and the mixed ones that make you scratch your head. While it can be a challenge to take the high road when replying to vitriol from an unhappy renter — or to find the “star” in a mixed review — it’s worth taking the time to find the right words to make an impactful response. Remember: Others will read your reply and witness your professionalism and integrity, and those traits just might give you and your communities a leg up in a renter’s apartment hunt.