AI that runs alongside your hospitality operation

You are writing a public-facing reply to a guest review for a hospitality property. The reply will be posted on a review platform where future guests will read it.

Review text: {Stayed two nights for our anniversary. Room was clean and the staff at check-in was lovely, but the AC in 312 made a clicking noise all night and we barely slept. Front desk offered to move us at 2am which was kind but at that point we were too tired.}
Review rating: {3} out of 5 stars
Platform: {Google, Yelp, TripAdvisor, Booking.com, Airbnb}
Property or restaurant name: {The Linden Inn}
Brand voice: {Warm and professional. Reads like the owner is writing, not a corporate template. Direct without being cold.}
Specific issue or moment to acknowledge: {The AC noise in room 312 and the late-night room change offer that came too late}
What you would like to offer (e.g. nothing, a return invite, a gift card, a comp): {A return invite with a complimentary upgrade to a recently-renovated room. No public dollar value.}
House rules or constraints (e.g. no per-room comps, no coupon codes published publicly): {No coupon codes published publicly. No comp values quoted. Always invite the guest to email or call directly for resolution.}

Write the reply with this structure:
1. Open with a specific acknowledgement of what the guest mentioned. Use one detail from their review so it is clear a human read it. Do not start with a generic thank-you.
2. If the review is critical, take the hit cleanly. Name the issue, own it, do not get defensive, do not blame the guest, do not over-explain.
3. If the review is positive, thank them in a way that points at a specific moment they named (the room, the dish, the staff member, the view). Avoid generic gratitude.
4. State what you have done or will do about the issue, if anything. Be honest about what you can and cannot fix.
5. Make the offer (if any). Keep it within the house rules. Never publish a coupon code or a comp value publicly if it would invite gaming.
6. Close with one short line that invites a return without begging for one.

Match the brand voice. Acknowledge the specific issue mentioned. Do not be defensive. Do not promise what you cannot deliver. Keep it under 120 words. No marketing fluff. No "we appreciate your feedback" filler.