Review Guidelines

How reviews are collected

Reviews on Harmony Senior Connect come from two sources: families we've worked with directly, and organic submissions from people who find our directory through search.

For families we've placed: after a move-in, we follow up at the 30-day and 90-day marks to check in on how the transition is going. We invite these families to share their experience in a review. These reviews are clearly labeled "Verified — placed by Harmony Senior Connect."

Organic submissions come through the review form on each community's listing page. We require a name and email address to submit a review. We do not publish anonymous reviews. Submissions are held for moderation before appearing publicly.

How we verify reviews

For verified placements, we can confirm the reviewer has a direct relationship with the community. For organic submissions, we verify only that the email address provided is real (we send a confirmation link before publishing). We cannot independently confirm that every organic reviewer has personal experience with the community they're reviewing — we rely on the submission form's attestation and our moderation review.

We flag reviews that appear to be written by staff, owners, or competitors and remove them after investigation. We look for patterns like: multiple reviews from the same IP address or email domain, reviews submitted in quick succession, language that reads like marketing copy rather than personal experience, and reviews of competitors by accounts that have only reviewed competitors.

We do not verify every claim a reviewer makes about a specific incident. We cannot adjudicate disputes about what happened inside a community. We publish the reviewer's account as submitted (subject to editing for clarity and content guidelines) and give communities the opportunity to respond publicly.

What we remove

We remove reviews that:

• Contain personally identifiable information about a resident or staff member (full names, room numbers, medical details) that could harm someone's privacy or safety.
• Appear to be submitted by a current or former employee writing positively about their own employer without disclosing that relationship.
• Appear to be submitted by a competitor or their agents.
• Contain threats, hate speech, or content that violates our terms of service.
• Are clearly fabricated or part of a coordinated manipulation campaign.

We do not remove reviews simply because they are negative or because a community disputes them. A community that is unhappy with a review may respond to it publicly through their provider portal — we will publish that response beneath the review. They may not demand removal of a review because it's unflattering.

Can communities remove negative reviews?

No. Paying us a referral fee does not give a community any editorial authority over the reviews that appear on their listing.

Communities may flag a review for our attention if they believe it violates our guidelines (see above). We will investigate within five business days and respond to the community with our decision. If we find the review violates our guidelines, we remove it. If we don't find a violation, we tell the community and the review stays.

Communities may post a public response to any review through their provider portal. Responses are displayed below the review and are labeled "Community Response." We reserve the right to edit responses that contain personally identifiable information about residents or that violate our terms, but we do not edit a community's response simply because it is critical of the reviewer.