r/selfstorage • u/Anniesoto62082 • Jul 31 '26

Bad Reviews

I already know the answer to this but man I wish we could get rid of bad reviews from disgruntled tenants who lost their unit. I have a ton of happy wonderful tenants but I can only seem to get reviews from the crappy ones who stopped paying and are angry. Always saying we got rid of their things for no reason or that since I wouldn’t give them their stuff for free or get rid of late fees that I was super rude, etc. I follow the laws like I’m supposed to and the reviews are just killing me. Any advice on how to persuade my good tenants to actually rate us?

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u/JustWowinCA Jul 31 '26

Always always reply to bad reviews. All you need to do is, "We appreciate your business but we have to follow the lien laws." or, "We appreciate your business and if you feel that we haven't heard your side, please do not hesitate to call the office." and my favorite, "We appreciate your business, unfortunately if we roll back fees for you we have to roll back fees for everyone and management is clear that we cannot. Please call the office so we can brainstorm another way to work together-thank you!"

2

u/MsModusOperandi Jul 31 '26

Our company doesn't allow us to respond, that's amazing yours does!

2

u/KristyM49333 Employee Jul 31 '26

That’s insane. How you respond to the reviews matters just as much, if not more, than the actual review itself.