Preventing negative apartment reviews: How AI leasing assistants improve renter satisfaction


With online reviews and social media platforms playing a significant role in shaping public perception, property managers must proactively address negative feedback. 

Our internal team of reputation experts manages review response for apartment communities all over the United States, and they’ve noticed a trend. About 10% of negative apartment reviews can be attributed to poor onsite communication.

Fortunately, there’s an easy fix! Simply implementing an AI leasing assistant can streamline communication and significantly improve renter experiences. In this blog post, we’ll explore how AI leasing assistants can help you overcome communication challenges and boost resident satisfaction.

The impact of poor communication on apartment ratings

Negative apartment reviews often point to issues related to communication breakdowns between property management teams and renters. These may include delays in answering emails, missing phone calls, unclear event and amenity info or procedures, or confusion regarding community policies.

Not only does poor onsite communication frustrate renters, but it also damages a property’s reputation, potentially leading to higher turnover and lower occupancy rates. And considering that 74% of renters read up to ten reviews before making a decision about a rental property, your reputation really matters. 

negative apartment review

Enter AI leasing assistants

AI leasing assistants are designed to streamline and enhance communication between apartment communities and renters. These AI-powered tools offer a range of benefits that can help address onsite communication challenges:

Instant responses: AI leasing assistants are available 24/7, providing instant answers to renter inquiries and concerns. This eliminates the frustration of delayed communication and ensures that residents receive timely assistance, even outside regular business hours.

And here’s the thing, AI leasing assistants are more than just website chatbots. Many of them offer solutions for a variety of channels like email, web chat, text, phone, Facebook Messenger, and Google Business Profile chat.

Consistent messaging: AI leasing assistants deliver consistent information and responses, reducing the likelihood of misunderstandings and contradictory messages. This helps create a cohesive and reliable communication experience for residents.

Tip: Make sure you add custom responses for your property’s unique policies or features when setting up your AI leasing assistant! 

Leasing inquiries: AI leasing assistants can provide prospective renters with property information and available unit details and answer common questions about your policies, amenities, and apartment features. This speeds up the leasing process and ensures potential renters have accurate information at their fingertips.

Community updates: AI leasing assistants can disseminate important community announcements and policy changes. This proactive communication keeps residents informed and engaged in the community.

Tip: If you’re using ResMate, you can create an announcement to appear at the top of your chatbot windows. These are especially helpful for things like income requirements or special alerts. When adding an announcement, you can customize the background color, title, and response text.

Language support: AI leasing assistants can offer multilingual support, breaking down language barriers and enhancing accessibility for a diverse resident base. For example, in the United States it is important to ensure that your AI chatbot can converse in both English and Spanish. 

Streamline communication and enhance renter experiences with AI

The multifamily housing industry is evolving, and embracing innovative solutions like AI leasing assistants can transform onsite communication. By providing instant responses to resident inquiries, these AI chat tools allow you to proactively address issues and build positive relationships with renters.

As you continue to seek ways to enhance renter experiences, integrating AI leasing assistants into your multifamily operations is a powerful way to conquer poor onsite communication and create a thriving, renter-focused community.

Need help convincing a decision maker to invest in an AI leasing assistant? Here are 9 key points you can share with your boss about why they should “hire” a multifamily AI leasing agent!


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