How do you reply to reviews and comments without losing the tone?

Replies use the same words the floor would use at the door, short and concrete, whether the comment is kind or not. A cheerful agency tone on a serious complaint does not fit, and neither does a cold tone on a thank-you. Carlota Fermín's voice guide includes examples for thanks, for an allergy and for a wait, written the way this venue speaks. The thank-you goes out with agency emojis and the complaint goes out as a legal paragraph, and they sound like two businesses. A block of ready replies, in the house voice, for a good review, a bad review and a booking question.