One-Star Reviews! : How to Turn Negatives into Positives
Everyone’s been there.
Every property manager, at some point, has copped a one-star Google review.
Sometimes it’s fair.
Sometimes it’s not.
And sometimes — if we’re honest — it’s partly our fault.
The reality is, in property management there’s just so much to do. We’re juggling legislation, maintenance, tenants, owners, compliance — and sometimes things slip.
We forget to call back, something gets missed, or timing just doesn’t line up.
When It’s Not Really Your Fault
Other times, those one-star reviews come from situations that are completely out of your hands — where you’ve done everything right, but the outcome still doesn’t feel fair.
For example:
In Queensland, legislation sometimes requires us to issue notices or take certain actions, even when it doesn’t feel great to do so.
Let’s say you issue a Notice to Leave because the tenant hasn’t signed their lease renewal after weeks of follow-up. You’ve got an owner waiting for clarity, so you start advertising to secure a new tenant. Suddenly, that decision — which is 100% correct under legislation — turns into a negative review.
Or maybe it’s a break lease scenario.
The outgoing tenant drops the keys back the day before the new tenant moves in. The place isn’t clean, the floors are sticky, and the new tenant’s removal truck is already on the way.
So, you scramble — organise a cleaner, get the property ready, and protect the owner from extra rent loss. You’re doing your job.
But the outgoing tenant gets charged for cleaning and leaves a one-star review.
Sound familiar?
Why One-Star Reviews Matter
Here’s the truth: most people read the one-star reviews first.
Even if you’ve got fifty glowing five-stars, curiosity drives people straight to the negatives.
That’s why it’s not just about avoiding bad reviews — it’s about how you respond to them.
A well-written, professional response can turn a potential red flag into a powerful demonstration of your integrity, transparency, and professionalism.
Turning Negatives into Positives
At CrayonsCRM, we’ve built tools that help property managers turn one-star reviews into learning and leadership opportunities.
Our review assistant — or “bot” — helps you respond fast and factually while keeping your tone calm and professional.
Here’s how it works:
Copy the review into the bot.
Add your side of the story — for example, the steps you took, the legislation you followed, and how you protected both the owner and the incoming tenant.
The bot generates a clear, factual, and empathetic response that shows you care about doing things right.
The result?
A one-star review becomes a story of transparency and professionalism.
Instead of hurting your reputation, it becomes proof that your agency handles tough situations with integrity.
The Takeaway
Negative reviews are inevitable.
But they don’t have to define your business — they can strengthen it.
By responding with empathy, facts, and professionalism, you show that your agency is accountable, informed, and proactive.
Because when people see how you handle problems, they don’t just see the review — they see your values.
And that’s what builds trust, attracts clients, and sets you apart as a market leader.
Want a Copy of Our Review Response Bot?
If you’d like your own version of the CrayonsCRM Review Response Bot, simply leave your name, email, and agency details below, and we’ll send you a copy.