Behind every one-star review lies a story—and in property management, that story is rarely as straightforward as it seems. In this eye-opening conversation with property management veteran Cleo Whithear, we peel back the layers on the complex relationship between tenant reviews, agency responses, and what really happens behind the scenes.
For property managers, online reviews are a double-edged sword. While sales agents bask in the glow of positive feedback for record-breaking sales, property managers often face the wrath of tenants unhappy with bond disputes, property access, or tenancy terminations. As Cleo poignantly shares, "I take every review personally. You take it home with you to your kids, to your husband." This raw honesty reveals how deeply committed most property professionals are to doing right by both landlords and tenants, despite operating in an environment where delivering difficult news is unavoidable.
What makes these reviews particularly fascinating is the timing and context. Why would someone leave a scathing review about a property they lived in for 16 years? We explore how below-market rents often incentivize tenants to stay despite complaints, and how reviews frequently appear only after the tenant has moved on—sometimes even after receiving positive references from the very agency they're criticizing. The most valuable insight for consumers? Read the whole review, including the agent's response with documented evidence. Those photos of trashed properties or detailed communication timelines tell a completely different story than the one-sided tenant account.
Looking for a property manager you can trust? Don't just skim the star ratings—dive deeper into how agencies respond to criticism, the evidence they provide, and whether they take a professional approach even when faced with unfair feedback. The complete picture might surprise you.