{"id":"mkt-x-bnb-mixed-review-reply","track":"marketing","audience":"small-business","category":"customer-replies","technique":"tone","title":"Reply to a mixed review by fixing exactly what they raised","free":false,"task":"You own the Larch Hollow Inn, a six-room bed and breakfast, and a guest left a 3-star review. Write a public reply under 55 words that thanks them by first name, answers both complaints with what you've actually changed, offers no refund or free night, and ends with \"- Nell, innkeeper\". No exclamation points, plain text.","materialLabel":"Review and your notes (attached to your prompt automatically)","material":"REVIEW (3 stars) by Marguerite T., Oct 30:\n\"Gorgeous old house and the breakfast was the best part of our trip (those pear scones!). But our room (the Cedar Room) was right over the kitchen and we heard dishes from 6am. Also the wifi barely worked upstairs. For $210 a night I expected better. Would maybe come back if those are fixed.\"\n\nMY NOTES (Nell):\n- Kitchen noise: since Nov 1, breakfast prep doesn't start until 7am, and we added felt pads to the dish racks. I also now tell Cedar Room guests about the kitchen when they book.\n- Wifi: a second router went in upstairs on Nov 4. Speed test upstairs is now about 90 Mbps.\n- Price: not changing it. Don't apologize for the price.\n- Policy: no refunds or comps offered in public replies. If someone wants to talk, they can call me.\n- Don't say \"we're sorry for any inconvenience\" - I hate that phrase.\n- The scones are my grandmother's recipe, guests love hearing that.\n\nOur past replies that I liked were short, warm and specific.","rules":[{"type":"maxWords","max":55},{"type":"plainText"}],"mistakes":[{"title":"Not saying who signs it","why":"The AI signs off as \"The Management\" or leaves it unsigned.","fix":"Add: \"Thank Marguerite by name. Sign: - Nell, innkeeper.\"","checks":["r0"]},{"title":"Apologizing without specifics","why":"The AI promises to \"look into it\" instead of saying what changed.","fix":"Add: \"Say what we changed: 7am prep start, second router upstairs.\"","checks":["r1"]},{"title":"Offering a freebie","why":"To win back a guest, the AI offers a discount or a free night.","fix":"Add: \"No refund, discount or free night. Don't apologize for the price.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"Review replies run long and repeat the complaint back.","fix":"Cap it: \"4 sentences, each under 14 words.\"","checks":["maxWords"]},{"title":"Getting formatting","why":"The AI adds a bold greeting or headings.","fix":"Add: \"Plain text.\"","checks":["plainText"]}],"promptHints":[{"label":"Names the guest and sign-off","patterns":["marguerite","nell","sign"]},{"label":"Gives the real fixes","patterns":["7\\s*am","router","felt","what (we|i) changed"]},{"label":"Rules out freebies","patterns":["refund","free night","discount","comp"]},{"label":"Sets the tone","patterns":["exclamation","inconvenience","warm"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]}],"hint":"A good review reply answers each complaint with a real change. Tell the AI what you changed, what you won't offer, and how to sign it.","rubricLabels":["Thanks Marguerite by first name and ends with '- Nell, innkeeper'","Addresses both complaints with the real changes: kitchen prep now starts at 7am (or felt pads on dish racks) and a second router was added upstairs","Offers no refund, discount or free night, doesn't mention the price at all, doesn't say 'sorry for any inconvenience', and has no exclamation points"]}