OPTION 1
In this scenario, the reviewer provided a detailed review with specific highlights...
[Insert Name], we are so sorry to hear about your experience. We appreciate your feedback and strive to find a solution to [Insert Issue]. We would love to discuss ideas to improve your living experience, please contact us at [Insert Contact Info].
OPTION 2
In this scenario, just provided a simple rating with no detailed feedback...
[Insert Name], thank you for taking the time to share your thoughts. We strive to ensure you have a positive experience, so feel free to share detailed feedback by sending us a private message or reaching out via [Insert other preferred method of contact]
OPTION 3
In this scenario, they provided a negative review on something they did that violates your policies:
[Insert Name], thank you for taking the time to share your thoughts. We are sorry that you had to experience this and although we can not change our policies, we do wish you the best.