Frequently Asked Questions

  • What is the My Community link?
  • What is Details link?
  • What is the My Account link?
  • How do I add a response?
  • How do I edit a response?
  • What if I edited my response, but the changes do not appear on the ApartmentRatings.com site?
  • How do I delete a response?
  • Does the service allow me to delete opinions?
  • How do I update my apartment community description?
  • May I post a photo of my property?
  • May I post current availability and specials?
  • Why would I want to post my email address on ApartmentRatings.com?
  • What do I need to do if I am leaving my position as the manager?
  • What if I manage more than one community?
  • Can my entire staff have access to the Manager Center?
  • What do I do if a user posts false information in his/her opinion of my apartment community?
  • My session expired. Why did that happen?
  • How do I change my password?
  • How do I renew the service?
What is the My Community link?

The My Community page is the first page you see after you log in to the Manager Center. From this page, you can edit your community's website, email, and description, and post, edit or delete responses to reviews of your community.

back to top
What is Details link?

The Details link directs you to the Community Details page. This contains your apartment name, address, city, state, zip, phone, year built, number of units, web page, public email address, and community description box. From this page you can add, edit or remove information about your apartment. The required details information is the apartment name, address, city, state, zip and phone. The description, email address, and website are subject to your discretion and may be added, edited or removed at any time. There may be a 24-hour delay in updating your information. While your changes will not immediately appear on the site, our staff will be notified of the change and make the required changes after reviewing them.

back to top
What is the My Account link?

The My Account page contains information about your username, email address, your last log in date, your renewal date, and your billing address. It also contains a link to change your password. You may also renew the service from this page when your annual subscription is near expiration.

back to top
How do I add a response?

If you have not yet logged on, simply visit the web page for your apartment community. When you see the "I'm the manager" link, click the link and log in.

You will then see your Manager Center page, where you will see a list of all of the reviews of your property with an "Add" link next to each of them. Simply select the review by clicking the "Add" link. This link takes you to a page with the review on the left-hand side, and a dialog box on the right where you can write your response. Once you hit the "Update" button, your response will automatically be posted to the ApartmentRatings.com web site. Users will know that a review has a manager's response by an "MR" icon next to the review title on the review's page. When users click to read the review, they will see your response directly under the review along with other notes informing them that a manager's response is available.

back to top
How do I edit a response?

To edit a response, first log in to the Manager Center, where you will see the list of reviews with a link that says "Add" next to each of them. Because a response already exists, the review will show the date of the response next to the review title instead of the "Add" link. Click the date link, which will bring up a screen that shows the original review on the left and the box with your response on the right. Within the dialog box, you may change your response or rewrite your response. Once you are finished editing your response, click the "Update" button, which will save your changes and automatically post your changes on ApartmentRatings.com.

back to top
What if I edited my response, but the changes do not appear on the ApartmentRatings.com site?

If you visit your apartment property page on the regular ApartmentRatings.com site and you don't see your changes reflected there, click the "refresh" button on your web browser, to regenerate the page, which should now reflect your changes.

back to top
How do I delete a response?

You have the ability to delete a response that you wrote but you can’t delete a review written by a user. To delete a response, first log in to the Manager Center. You will see the list of reviews for your property. Next to the reviews, there is a date for the reviews which have a response, and an "add" link for the reviews which do not have a response. To delete a response, click the date link next to the review you want to delete. This will bring you to a page with your response, which will have a "delete" button at the bottom of the page. Click the delete button and your response will be deleted from the web site. See above for tips on how to see the updates of your changes on ApartmentRatings.com.

back to top
Does the service allow me to delete opinions?

No. However, the Manager Center allows you to respond directly to each resident's opinion, so when prospective residents read an opinion, your response is right next to the resident's review.

As always, opinions are subject to the ApartmentRatings.com User Agreement, and any opinion in violation may be removed from the site. Please continue to use Abuse Reporting form: http://www.apartmentratings.com/rate/abuse to alert us to opinions that may be in violation of the User Agreement.

back to top
How do I update my apartment community description?

To update your apartment community description, first log in to the Manager Center. You should see a heading that says, "Description & Specials" underneath your property's name and address on the top left area of the page. There will be an "edit" link under the Description & Specials title, which you can click. This will bring you to the Community Details page with space to update your property's name, address, number of units, web site, apartment email address, and a dialog box in which you can write a description of the apartment.

The description must be 35 words or less to appear in full on the apartment page (e.g., http://www.apartmentratings.com/rate/AK-Sunnyside-Sample-Apartment.html). If you choose to write a longer description, a "Continue" link will appear at the end of the 35 words, which will link to a daughter/pop-up window, which will show the description in its entirety. The 35-word description will appear between the contact information and the list of reviews and cannot exceed 200 words.

back to top
May I post a photo of my property?

To post a photo of your property you should:

  1. Log in to your Account
  2. Go to your Apartment page
  3. Click on Manager Reply
  4. Click on Community Details
back to top
May I post current availability and specials?
We encourage you to post move-in specials or current availability in the "Description & Specials" area, as this is beneficial to generating interest in your community. This space is ideal for this purpose, since the user already knows the contact information and can read about life at your apartment community. Keep in mind that the space shown on the apartment page (e.g., http://www.apartmentratings.com/rate/AK-Sunnyside-Sample-Apartment.html) is limited to 35 words, so if the information you want to post is longer than that, users will have to click a link to see the rest of your message. back to top
back to top
Why would I want to post my email address on ApartmentRatings.com?

Posting your email address on ApartmentRatings.com allows prospective and current residents to reach you with questions or to make an appointment. We believe this is a value-add and potentially leads to new leases by posting this information. We encourage this email address to be a public address accessible by the office staff (such as [email protected]), and not your personal email address (such as your own AOL email address). Keep in mind that adding the apartment's email address is optional and edited or removed at your discretion.

back to top
What do I need to do if I am leaving my position as the manager?

If you are leaving your position as the Manager, it is yours and any other Management's responsibility to do the following:

Cease posting on ApartmentRatings.com as "the manager"

Notify ApartmentRatings.com ([email protected]) that the Manager personnel will change and that the proper steps to secure and change the username and password have been taken.

Ensure that the old username and password are not used inappropriately by you or anyone else.

back to top
What if I manage more than one community?

If you manage more than one community, you will need to subscribe to the Manager Center for each individual apartment community that you manage for which you would like to receive Manager Center benefits. We will still separately validate your position as "the manager" through an application process and Notarized documents. You will receive all of the same benefits for each property through the Manager Center login, which will be unique for each property. Please contact us at [email protected] for any other questions on this subject.

back to top
Can my entire staff have access to the Manager Center?

The username and password that you choose is yours to protect. The User Agreement that you signed states that you cannot provide the username and password to an unauthorized third party or use the password for an unauthorized purpose. We do not recommend that you provide your staff with the Manager Center username and password because it increases the opportunity for a third party to obtain access to your username and password. However, it is up to you to secure the username and password and ensure no third parties use it and that unauthorized use does not occur.

back to top
What do I do if a user posts false information in his/her opinion of my apartment community?

If someone posts what you feel to be false information in an opinion, you can do one or more of the following:

  1. Request that Apartment Ratings forward a message to the opinion's author with any requests you may have.
  2. Encourage residents to post positive opinions to in effect rebut the contents of the opinion.
  3. Respond to the opinion through the Manager Center.

For more information about this and other legal information, please see: http://www.apartmentratings.com/rate/landlords.

back to top
My session expired. Why did that happen?

For security purposes, your user session ends when you are idle for 30 minutes or longer. That means that you are automatically logged out of the service and will need to log in again with your username and password to access the Manager Center.

back to top
How do I change my password?

To change your password, log in to the Manager Center. Click the My Account link in the top right area of the page. Click the "change password" link, and enter your new password, old password, your email address, and the zip code of your apartment community. Your new password will then be automatically changed.

back to top
How do I renew the service?

To renew your Manager Center subscription, log in to the Manager Center. Click the My Account link in the top right area of the page. Click the "renew now" link, and enter the information as shown. If you would like to renew but pay using a check, then click "Can I Pay by Check" under Common Questions. In the pop-up window, click Generate Invoice and complete the form. Print the invoice and mail it with your payment to ApartmentRatings.com, a division of Internet Brands, Inc., 909 N. Sepulveda Blvd., 11th Floor, El Segundo, CA 90245.

back to top

Leads Frequently Asked Questions

  • What is the Renter Leads program?
  • How do I get the lead?
  • How targeted are the leads?
  • How much data do you collect on each lead?
  • Do I have to sign a long term commitment?
  • How much do leads cost?
  • How much do leads cost?
  • How do I get a refund for phony leads?
  • Can the lead be sent to multiple people?
  • What if I manage multiple properties?
  • How do I ask questions or get started?
What is the Renter Leads program?

The Renter Leads program takes real-time leads from users who visit ApartmentRatings.com and fill out a form for a specific apartment requesting more information. We provide you with notifications when we have leads for your property so you can contact them. You can immediately follow up with a phone call or email to bring the potential renter in for an appointment.

back to top
How do I get the lead?

Once you have an account set up, you will receive lead notifications via the email address associated with the account for web leads. The lead email will display all of the necessary information to properly identify and contact the individual interested in your property. In addition, you will have access to a dashboard via our Manager Center portal, detailing all of your lead information.Intial text you want to be in this intl text field

back to top
How targeted are the leads?

The leads are targeted to individual apartment communities. You won't receive a lead for someone just because they are looking for an apartment in the same city as yours. The user specifies what apartment(s) he/she is interested in. Visitors to ApartmentRatings.com tend to be very close to a decision on a place they would like to live resulting in a very captive audience.

back to top
How much data do you collect on each lead?

Renter leads contain the property the lead is interested in, basic renter contact information, their expected move date, as well as any additional information they choose to share.

Here is an example of our current lead form:

Check Apartment Ratings Pop Upback to top
Do I have to sign a long term commitment?

No long term commitments are required. However, the longer term agreement you choose, the lower your monthly fee will be.

back to top
How much do leads cost?

No pre-pay amount or set-up fee is required to get started. We do not charge per lead, but rather a flat monthly fee and we send you every single lead your property generates in that month.

back to top
How do I get a refund for phony leads?

Refunds are not necessary as we will pass along every lead your property generates each month for one low monthly fee.

back to top
Can the lead be sent to multiple people?

No, the lead can only be sent to the email associated with the account. We do this to make sure that the lead isn't being distributed to someone other than the actual property manager. If you need to send the lead to multiple people we suggest that you set up a distribution list on your end.

back to top
What if I manage multiple properties?

No problem. If you manage multiple properties we will help you with your account set up as soon as you are ready to go.

back to top
How do I ask questions or get started?

You can reach us regarding the program at 1-800-835-9882, Option 1 between 8am - 5pm pacific, M-F. You can also email [email protected] and we will respond as soon as we can.

back to top

Incentive Policy

  • Our Incentive Policy
  • What is an incentive?
  • Why doesn't ApartmentRatings allow incentives?
  • How does ApartmentRatings identify incentives?
  • What happens to those identified as using an incentive?
Our Incentive Policy

At ApartmentRatings, we encourage our property managers to seek feedback from their residents via reviews left on our website. What we don't encourage is incentives of any kind offered for providing those reviews. See below for a little guidance from us on this topic.

back to top
What is an incentive?

We consider an incentive to be any form of reward offered in return for writing a review. Rent credits, gift cards, entries into any kind of drawing are just a few examples.

back to top
Why doesn't ApartmentRatings allow incentives?

Quite simply, offering an incentive to leave a review could affect residents' perspective, causing them to leave reviews that are not 100% in line with their true outlook. Raving or not so flattering, we want feedback that is consistent with residents' experience.

back to top
How does ApartmentRatings identify incentives?

Currently, all incentive programs are brought to our attention by our user community. The very individuals being offered incentives to leave reviews are the same ones informing us of the incentive. This further solidifies for us the importance of unfiltered, valid content.

back to top
What happens to those identified as using an incentive?

The minute an incentive is reported to us along with some form of proof (letter, flyer, email, etc) we will post a Consumer Alert on the offending community page(s) informing any visitors of the violation. We provide a visual copy of the incentive and ask that visitors use caution when using the reviews in their decision to make that community their home. We attempt to remove reviews that are clearly written as a result of the incentive, but we may not have enough evidence to remove a review solely for that reason. Therefore, we utilize the Consumer Alerts in an effort to allow our visitors to make an informed decision. The standard length we leave our Alerts up is 90 days, but additional factors can reduce and/or extend that.

back to top

Complete the following fields, click Submit and be granted access to the complete version of the ApartmentRatings Reputation Management whitepaper



* - Required field