Dear Clement, We are truly sorry that we were not able meet your expectations, we would like to sincerely apologize and let you know that all your comments and opinions are considered in order to improve our service. Furthermore, we are very committed to satisfying the needs of all our guests. Thank you for enlisting some points that we are going to enforce in order to improve the service, your comfort and satisfaction are of the utmost importance to us. Hopefully you can give us another opportunity to welcome you again. Best regards,