Frequently Asked Questions

Community & Business Frequently Asked Questions:

How do I add my senior care service to SeniorAdvisor.com?

1. Search for your business on the site - there is a high likelihood that it is already there.
2. If you cannot find it, please email support@senioradvisor.com and we can tell you how to get listed.

How do I access the manager's app?

1. Log in or create an account
2. Click your login name on the home screen
3. In the drop-down click “View My Offices”
4. Click “My Offices” on the left-hand side of the page
5. Choose a tab to update your information, invite reviews, respond to reviews, and more

How do I claim my business profile?

1. Login or create an account.
2. Navigate to your business profile.
3. Click on the blue "Claim this Profile" link below the office name. Clicking on the link sends your request to SeniorAdvisor.com.
4. You will be notified via email within 1-2 business days once your request has been approved.
5. Once your request is approved, as long as you are signed in to the site, you will have access to community management buttons on your business page, which will allow you to edit your profile, invite new reviews, and respond to reviews.

How do I add a photo to my business profile?

You must first ownership of your business's profile on SeniorAdvisor.com (see Claim Your Business Profile Above).

1. Sign in by clicking on "Log In" at the upper right corner.
2. Click on your "User Name" drop down menu.
3. Click "View My Offices" button. (This will redirect to the Manager’s App).
4. Log in to your Manager App (use the same username and password as your SeniorAdvisor log in).
5. Click on the “My Office” tab.
6. Navigate to the "Action” edit tool and click on the “Pencil Icon”.
7. Click the “Photo and Video” tab.
8. Choose the photo file you would like to upload and click “Upload”.
9. Your photo will appear on the right hand side.

Note: Photos and videos can be of any format and size. They will automatically adjust to the desired file and format.

How do I assign permissions to additional users?

1. Sign in by clicking on “Log In" at the upper right corner.
2. Click on your “User Name” drop down menu.
3. Click “View My Offices” button. (This will redirect you to the Manager’s App).
4. Log in to your Manager App (use the same username and password as your SeniorAdvisor log in).
5. Click on the “My Office” tab.
6. Navigate to the “Action” edit tool and click on the “Pencil Icon”
7. Click the “Permissions” tab (only the administrator has this tab).
8. Type in the name of the additional manager, then click “Add New Manger”. If you receive an error message, it means the user you entered has not yet signed up for SeniorAdvisor.com. Please have the new user create an account first.
9. Check the desired permissions for the added manager.

How do I order more review postcards?

Download the review postcard template, or order prepaid review postcards to get more reviews. You must first ownership of your business's profile on SeniorAdvisor.com (see Claim Your Business Profile Above).

To Download the Review Postcard Template Online:

1. Sign in by clicking on “Log In" at the upper right corner.
2. Click on your “User Name” drop down menu.
3. Click “View My Offices” button. (This will redirect you to the Manager’s App).
4. Log in to your Manager App (use the same username and password as your SeniorAdvisor log in).
5. Click on the "Downloads" tab.
6. Click the download icon under "Link".
7. Once downloaded, open and save to your computer.
8. You can print and mail, or email this template to families and residents to invite more reviews.

To Order More Prepaid Review Postcards:

Fill out the order form below to have review postcards sent to your office. Postcards come in packs of 25. If you need more than 100 postcards (4 packs) please email reviews@senioradvisor.com.

Postcard order form here

How do I invite reviewers via email?

Send an email to share with your residents, patients and prospects to get more reviews for your business. You must first ownership of your business's profile on SeniorAdvisor.com (see Claim Your Business Profile Above).

1. Sign in by clicking on “Log In" at the upper right corner.
2. Click on your “User Name” drop-down menu.
3. Click “View My Offices” button. (This will redirect you to the Manager’s App).
4. Click on the My Office tab.
5. Navigate to the “Action” edit tool and click on the Pencil Icon.
6. Click on the “Invite Reviews” tab.
7. Underneath the “Create New Review Invite” section, fill in the required fields and click the blue “Send” button.
8. To send the review invite to multiple emails, download our CSV template, fill in the required fields, save to your computer and upload your CSV file. (Our system will automatically send the review invite to all emails in the CSV file).

What is the best way to respond to a review on your business profile?

1. First, you must claim ownership of your business's profile on SeniorAdvisor.com (see Claim Your Business Profile above).
2. Once you have claimed ownership, you can respond to the review by logging into SeniorAdvisor.com.
3. Click on your username in the top right corner of the home page.
4. Select "View My Offices" in the drop down menu.
5. Once in your manager's app, you will select the "Reviews" tab.
6. In the reviews tab select the review you would like to respond to by clicking the "Respond" button next to the review.
7. Once you press “Submit”, your response will be published instantly on your community's page.
8. Once the response is published, you can either view or delete your response.

How will I know when someone has reviewed one of my businesses?

Once you claim ownership of your business's profile on SeniorAdvisor.com, you or whomever you designate, will be notified via e-mail when a new review has been posted for your business. The e-mail will provide a link to your Administrative Web Page which displays your reviews and outlines the steps to respond.

Please remember notification emails will be sent to the email you enter upon claiming your business profile, so please ensure you use an e-mail address that will be monitored regularly.

How can I get more reviews via flyer?

Print out your unique review acquisition flyer and share it with your residents, patients and prospects to get more reviews for your business. You must first claim ownership of your business's profile on SeniorAdvisor.com (see claim your business profile above).

1. Sign in by clicking on “Log In" at the upper right corner
2. Click on your “User Name” drop down menu
3. Click “View My Offices” button. (This will redirect you to the Manager’s App)
4. Log in to your Manager App (use the same username and password as your SeniorAdvisor log in)
5. Click on the “My Office” tab
6. Navigate to the “Action” edit tool and click on the pencil icon
7. Click on the “Invite Reviews” tab
8. Click on “Generate a Flyer” button (a confirmation box will appear, click OK)
9. Check your email inbox. You will receive an email with the flyer attached so you can save, print, and share it with people you’d like to review your business.

What is the best way to handle negative reviews?

Unfortunately, even the best senior care service will receive a negative review every now and then. While each circumstance is unique, we recommend the following:

Respond to the review. Address the issues raised. Consumers do not expect every customer will have an ideal experience with any service provider. In fact, consumers tend to trust reviews more when they see both positive and negative feedback. What is important to those searching for senior care is that the organization acknowledges and addresses concerns.

Dilute the negative review with positive reviews. The next step is to drown out the negative review with the positive. We can help facilitate this in a number of ways, including using SeniorAdvisor resources to reach out to residents, patients and/or families. We have seen service providers quickly drive positive review volume through such myriad activities as email campaigns, calling campaigns, community review parties, resident ambassadors, and more. SeniorAdvisor.com offers free tools to help senior care services get reviews - via email or via printable flyer/personalized URL.

Can I dispute a review?

All reviews on SeniorAdvisor.com undergo a verification process prior to publishing and false reviews are specifically prohibited in our Terms of Use. Reviewers are expected to share their genuine, first-hand experiences with the specified senior service provider. Reviews are designated as unverified, verified by the Community (indicating the reviewer was invited to review using a tool offered on SeniorAdvisor.com), or verified by SeniorAdvisor.com. Reviews are reviewed by a human curation team prior to publication, and SeniorAdvisor.com reserves the right to publish or remove reviews from the site at any time. Some of the things our curation team may remove are: offensive language, personally identifiable information, and claims that could be considered libelous. We will not publish reviews that allege felonious conduct that resulted in bodily harm, but we will bring them to the attention of our legal counsel. We also do not publish reviews written by current or past employees.

SeniorAdvisor.com remains neutral and does not make a determination whether a review is true or false. We are committed to providing a public forum for consumers to provide their feedback about their experience with a senior service provider, and to allow the provider to respond. In rare instances, it is possible that a review may be published on the site for the wrong senior service provider. If you feel that a review is not written by someone with personal, first-hand experience of your business, or otherwise does not meet the guidelines outlined in this policy, our Terms of Use, or our Reviewer Guidelines, the service provider may notify us by emailing support@senioradvisor.com. We will review our records and investigate the review. If we agree that the review does not meet our guidelines, we will contact the reviewer to let him or her know that the review is being disputed. If the reviewer does not respond or we have other reason to believe the review was not written by a customer, we will remove the review within 14 days. A service provider can request to dispute a review up to 120 days after the last day of the month in which the review is written. After that time, the review will no longer be viable for investigation and cannot be removed. Review disputes will be performed on a case-by-case basis at the discretion of SeniorAdvisor.com.

To expedite the review process, please indicate in your email to support@senioradvisor.com the senior service provider, the review concerns and include a link to the review page.

Can I add SeniorAdvisor.com Reviews on my business website?

Yes, businesses can reference their SeniorAdvisor.com reviews on their business website. We ask is that you cite SeniorAdvisor.com as your source, the way you would anytime you use content from a third party. The standard convention for online citations is the site name and a link to the original content. For offline citations, the site name (SeniorAdvisor.com) will suffice.

Related articles:

• 5 Steps For Optimizing Your Business Profile on Online Review Sites
• Why Online Reviews Matter For The Senior Living Industry
• 3 Simple Steps For Responding To Online Reviews of Your Senior Living Business
• The Right Ways to Get More Reviews for your Senior Care Business
• Building Trust with Online Reviews

Reviewer Frequently Asked Questions

How do I create a SeniorAdvisor.com account?

Creating an account with SeniorAdvisor.com is quick and easy to do. There are many benefits to having a personal account, including the additional tour features and the ability of posting business reviews.

To create an account through the SeniorAdvisor.com website:

1. Go to senioradvisor.com and click the “Log In” link on the home page
2. Click "Get Access" in the box on to the left of the log in box
3. Select the “Click Here” link that appears under the purple "Next" button
4. Fill out all of your information in the "Join" box

After creating an account through SeniorAdvisor.com you will be free to view businesses, schedule tours with communities and write reviews.

How do I receive expert help in finding the right community?

I found several businesses that have great reviews and I would like to tour them. Is there a professional I can contact?

Yes, there is! If you have a list of businesses that you would like to tour but desire an expert opinion, you can call (866) 333-7320 to speak with one of our professional Senior Living Advisors for free.

How does the rating system work?

Our families may select an overall star rating and individual star ratings for specific senior care service qualities. The SeniorAdvisor.com rating system scores on a range from 1 to 5 stars, with 5 stars equal to the highest rating and 1 star equal to the lowest rating.

How do I write a review?

Registered users that have toured or are otherwise familiar with a senior care service may write a review that will be published on that company’s page. All Reviews must meet our Reviewer Guidelines.

Writing a review for a senior care service:

1. Create or log in to your SeniorAdvisor.com account.
2. Search for the business by selecting the Magnifying Glass icon at the top right of the page.
3. Type in the City, State or Zip code of the service provider.
4. Type in the name of the business you wish to review.
5. Once you click on the business and are directed to the business's profile page, select “Add a Review” to write a review for the business.
6. On the review page, you will be able to adjust the score for the business, select how you know the business and leave any additional or relevant comments.

Note: SeniorAdvisor.com will use both technological and human processes to screen for valid customers.

Can I edit or update an existing review?

Yes, reviews can be edited but it may take one or two business days for your edits to show on the site.

Updating or editing a review you've already submitted:

1. Sign in by clicking on “Log In" at the upper right corner (If it is your first time logging in, you will need to Reset Your Password). Your username is the email address (in all lowercase letters) that was used to create your account.
2. Click on your user name to display the drop-down menu.
3. In the drop down menu select "My Reviews", this will take you to a page that shows all of the reviews you have written.
4. Find the review you would like to edit and click on the blue "Edit" link on the right.
5. Update the review (you can change the star ratings, your display name, the title, and the review text).
6. Click the blue "Resubmit Your Review" button.

If you left a review without creating a SeniorAdvisor.com account, but want to update/revise your review, please email support@senioradvisor.com.

What are verified reviews?

SeniorAdvisor.com is unique in that we verify reviews prior to publishing them, we are committed to providing a reliable and truthful experience for our consumers and our communities, which we accomplish by ensuring that nearly 100% of the reviews on our site are verified by staff as the first-hand experiences of real customers or visitors.

Reviews are designated as unverified, verified by the Community or verified by SeniorAdvisor.com. Reviews designated as verified by community are from community partners actively inviting reviews through tools on SeniorAdvisor.com. Reviews designated as verified by SeniorAdvisor.com are from customers referred to the business by A Place for Mom, Inc. or one of its affiliates.

All reviews are reviewed by a human curation team prior to publication, and SeniorAdvisor.com reserves the right to publish or remove reviews from the site at any time. Some of the things our curation team may remove are: offensive language, personally identifiable information, and claims that could be considered libelous. We will not publish reviews that allege felonious conduct that resulted in bodily harm, but we will bring them to the attention of our legal counsel. We also do not publish reviews written by current or past employees.

What if I forgot my password?

To reset your password:

1. On SeniorAdvisor.com click "Join or Log In" at the upper right corner.
2. Click the purple "Forgot Your Password?" at the bottom.
3. Enter your email address and click the "Send Me Password Reset Instructions".
4. Go to your email inbox.
5. In your email you receive, click the "Change My Password" link.
6. Enter your new password twice.
7. Click "Change My Password”.

How can I get a personalized senior care recommendation?

At this time, we are a site for self-guided research on senior care options, but do not make recommendations ourselves. If you are interested in a free, personalized senior care consultation, please call (866) 333-7320 to talk to a local advisor who will work with you to find options based on your specific needs and budget.

Related articles:

• How To Write Helpful Online Reviews of Senior Care
• Avoid Costly Mistakes in Your Senior Living Search
• Guide to Senior Housing Options