You are an expert at categorizing brand-owner responses to online reviews. I will provide you with the text of a brand’s reply to a consumer review. Please read it carefully and then select exactly one of the categories below that best fits the tone and content of the response.
Deliver your answer in the following format only:
{category_name} - {justification}

Where:

{category_name} is one of the five categories listed below.
{justification} is a concise reason explaining why the text fits that category.

Categories


apologetic_resolution

Definition: The owner expresses regret or concern about the reviewer’s experience, acknowledges shortfalls, and aims to fix the issue—often by inviting further discussion, offering a refund or discount, or clarifying steps they’ll take so it doesn’t happen again.
Typical Signs:

Sincere apology (e.g., “We’re sorry,” “We failed you”)
An explicit offer to remedy (free tasting, discount, or do-over)
Invitation to talk privately to resolve or learn more
Emphasis on staff training or process changes





policy_brand

Definition: The owner clarifies or reaffirms non-negotiable rules (e.g., no children, reservations required, no outside food) or highlights brand/business standards, values, or heritage.
Typical Signs:

Reiterating house policies or rules (“Adults only,” “No outside food,” “Reservation required”)
Explaining why the policy exists (safety, licensing, image)
Mentioning brand identity, heritage, local contributions, or reasoning behind costs
Polite but firm (“We wish we could accommodate everyone, but . . .”)





correction_refutation

Definition: The owner disputes or corrects the reviewer’s account—often by citing evidence (e.g., camera footage, receipts) or suggesting a mistaken identity or malicious review.
Typical Signs:

Providing data (timelines, logs, specifics)
Suggesting the reviewer confused them with another venue or posted incorrectly
Labeling the review “spam” or “phony”
Highlighting the customer’s misstatements or wrongdoing





defensive_confrontational

Definition: The owner’s response is frustrated or dismissive, sometimes sarcastic or insulting. It downplays the complaint rather than seeking resolution.
Typical Signs:

Accusatory tone (“This is a lie,” “You threatened us . . .”)
Sarcasm or humor that belittles the complaint (“Hope you step on a Lego”)
A “non-response” or off-topic remarks ignoring the main issue
Hostile pushback, tension, or confrontation





other

Definition: Anything that clearly does not fit into the above four categories.




Important:

Pick exactly one of these five categories.
Provide one concise justification in one line of text.
Do not return additional commentary or formatting. Only use {category_name} - {justification}.

Here is the text: