Leasing Offices in a Digital World: Are We Moving Beyond In-Person Tours?
BY ASHLEY TYNDALL
Leasing offices have long been the cornerstone of multifamily property management. They’ ve served as the place where potential residents step in, ask questions, and finalize their decisions.
But with the rise of digital tools, immersive virtual experiences, and AIpowered services, the leasing process is evolving. The question now is: are we moving beyond in-person tours, or will they remain essential to the leasing experience?
As technology continues to change the way we interact with property management, it’ s clear that the multifamily industry is entering a new phase. Virtual tours, automated applications, and 24 / 7 online communication have made it easier than ever for prospective residents to explore properties from the comfort of their own homes.
The benefits of these tools are undeniable: convenience, accessibility, and speed. But do they signal the end of traditional in-person leasing, or is there still a place for face-to-face interactions?
THE DIGITAL SHIFT: VIRTUAL TOURS AND ONLINE TOOLS
The move towards digital leasing tools didn’ t happen overnight. It was a gradual transition, fueled by both consumer demand and technological advancements. Virtual tours, once seen as a nice add-on, are now an essential part of the leasing process.
The appeal of virtual tours is clear. Prospects can explore units on their own time, from anywhere, without the need to schedule a physical tour or drive to the property. These digital tools not only offer convenience but also provide a more efficient way for property managers to showcase their units to a wider audience. Self-guided tours are on the rise, giving prospects the freedom to roam the property without being tied to an agent’ s schedule.
In addition to virtual tours, property managers are leveraging AI-driven platforms to manage leads, automate follow-ups, and answer questions around the clock. Chatbots and virtual assistants can respond instantly to inquiries, helping prospects move through the leasing process faster and more efficiently. These tools also allow leasing agents to focus on higherpriority tasks, like closing deals and building relationships with tenants.
ARE IN-PERSON TOURS STILL NECESSARY?
Despite the convenience of digital tools, in-person tours are far from obsolete. Many prospective renters still value the personal touch of meeting leasing agents, asking questions on the spot, and experiencing the property firsthand. In fact, a study by the National Multifamily Housing Council found that 58 % of renters prefer in-person tours when making their final decision.
22 | TRENDS JULY 2025 www. aamdhq. org