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Reviews of Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD

2.5 out of 5
Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD
8850 Hampton Mall Drive North, Capitol Heights, MD

Reviews

7.0

Good

Rating 10 - Excellent. 326 out of 1013 reviews" "
Rating 8 - Good. 270 out of 1013 reviews" "
Rating 6 - Okay. 137 out of 1013 reviews" "
Rating 4 - Poor. 114 out of 1013 reviews" "
Rating 2 - Terrible. 166 out of 1013 reviews" "

7.0/10

Cleanliness

8.0/10

Staff & service

6.6/10

Amenities

6.8/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

2/10 Terrible

Troy, Maidens

Travelled with family, Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
People are just hanging out at the hotel. The clouds of marijuana smoke at the front door is unacceptable. The fact that you have to lock the restrooms is a sign. You have to pay cash to check in early which is obviously shady, and the ATM was “out of service”. Awful.
Stayed 1 night in May 2024

4/10 Poor

Michael

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not a bad place at all. I had a crazy person across the hall we had to call in a couple of times. I don’t see this being the normal though. Great location to fed ex field
Stayed 2 nights in May 2024

8/10 Good

richard

Travelled with partner
Liked: Staff & service, amenities
On site shuttle was very convenient and hassle free way to get to stadium for concert. Staff were helpful, friendly and courteous!
Stayed 1 night in May 2024

10/10 Excellent

Laurie

Travelled with group
Liked: Staff & service
We got our room upgraded because when we checked in at 5:00pm & our room we booked wasn't ready.
Stayed 1 night in May 2024

2/10 Terrible

Julie

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was so dirty, food under the stand where the tv was & the carpet was disgusting!!!! One of the dirtiest places I have ever stayed
Stayed 1 night in May 2024

10/10 Excellent

Krista

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cleaning could have been better, other than that it was a good stay.
Stayed 1 night in May 2024

2/10 Terrible

Dustin

Stayed 1 night in May 2024

8/10 Good

Fedor

Liked: Cleanliness, staff & service, property conditions & facilities
Overall was a good stay
Stayed 1 night in May 2024

4/10 Poor

Diamond

Travelled with partner
Disliked: Amenities, property conditions & facilities
Rooms were dirty. Stained carpet and not vacuumed. Trash around headboards of the bed. Gnats flying around in the room, on the night stand, and even gnats sitting on top of the bed sheets.
Stayed 1 night in May 2024
Response from ibrahim M on 21 May 2024
Dear DiamondThank you for taking the time to complete our online survey regarding your recent stay at Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD.On behalf of our entire team, I would like to apologize for failing to exceed your expectations , Your satisfaction is important to us as a valued Choice Privileges Gold member.We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests.We hope for an opportunity to properly host you in the future.Sincerely,Ibrahim MoussaCountry Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD

10/10 Excellent

Chantel

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly and safe
Stayed 1 night in May 2024
Response from I.M on 21 May 2024
Dear Chantel,Thank you for taking the time to complete our online survey regarding your recent stay at Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD.As a Choice Privileges Diamond member you are truly valued.Your feedback about , is important to us. Rest assured that we use your comments to continually improve with the goal of providing the most enjoyable experience for our guests.We hope to see you again soon.Sincerely,Ibrahim MoussaCountry Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD

2/10 Terrible

Warren M.

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from Ibrahim.M on 21 May 2024
Dear.WarrenThank you for taking the time to complete our online survey regarding your recent stay at Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD.On behalf of our entire team, I would like to apologize for failing to exceed your expectations , Your satisfaction is important to us as a valued Choice Privileges Gold member.We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests.We hope for an opportunity to properly host you in the future.Sincerely,Ibrahim MoussaCountry Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD

6/10 Okay

Pam

Travelled with family
Disliked: Amenities, property conditions & facilities
Needs updating.
Stayed 1 night in May 2024
Response from ibrahim.m on 21 May 2024
Dear DiamondThank you for taking the time to complete our online survey regarding your recent stay at Country Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD.On behalf of our entire team, I would like to apologize for failing to exceed your expectations , Your satisfaction is important to us as a valued Choice Privileges Gold member.We will be using your feedback to make improvements, so that we can provide exceptional experiences for our guests.We hope for an opportunity to properly host you in the future.Sincerely,Ibrahim MoussaCountry Inn & Suites by Radisson, Washington, D.C. East - Capitol Heights, MD

4/10 Poor

Wayne

Business traveller, Travelled with partner
Disliked: Property conditions & facilities
There was nobody at desk outside smoking, came down for breakfast at 915 in the morning no breakfast,no coffee coffee pot was empty.Called the manager and he told the guy where is the food and to get more out the guy preparing the food said there was no more, then I called the manager over to the waffle maker and showed him there was waffle batter all over the place.The bathroom had mold all over the tub also there was no stoppers in the tub they were on the ledge of the tub.I have stayed in country inn and suites before and this one was the worst.Also watched people work on there car in the parking lot for 2 days somebody should go check this place out.
Stayed 2 nights in May 2024
Response from Sam on 15 May 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Priscilla

Stayed 1 night in Apr 2024
Response from Sam on 15 May 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

6/10 Okay

Nooruddin, East Brunswick

Travelled with family and small children
Liked: Staff & service
Disliked: Amenities
Average 2 star hotel with no frills. It is not as bad as many reviews indicate but overall only good for a one night stay and not safe if travelling with young kids.
Stayed 2 nights in May 2024
Response from Sam on 10 May 2024
Thank you for bringing this to our attention. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

8/10 Good

Chanel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Sam on 10 May 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

4/10 Poor

BLANCHE

Travelled with family, Business traveller
Ac was cold
Stayed 2 nights in Apr 2024
Response from Sam on 10 May 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

6/10 Okay

James

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
You get what you pay for. It’s cheap but there’s a reason. Good for a cheap night stay.
Stayed 2 nights in Apr 2024
Response from Sam on 10 May 2024
hank you for bringing this to our attention. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Traimont

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk staff were good. But my room wasn't very clean at all. Stained carpet, dirty tub, food residue on the phone, dirty fridge, etc. Fortunately I ended up changing room after complaint. The king suite was better but stains on the couch, blown light bulbs and intermittent thermostat.
Stayed 1 night in Apr 2024
Response from Sam on 26 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Quintessa

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Sam on 26 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Philcetta

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked for 4 guests for two nights, we only had 2 towels and two washcloths. I requested more supplies around 0800, as we had to go out. I never received it until we left the hotel around 1200. Secondly, their dinner is too small and the breakfast is a joke. We had to go out for breakfast. The place is not organized and everything is a mess. I know I will never go there again.
Stayed 2 nights in Apr 2024
Response from Sam on 26 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

10/10 Excellent

Bria

Stayed 1 night in Mar 2024
Response from Sam on 26 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

6/10 Okay

Jose, Dorchester

Travelled with family and small children
Liked: Staff & service
There were people everywhere like hustling. Having kids not really a good environment
Stayed 2 nights in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Philcetta

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

8/10 Good

Carol

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Hotel was quiet
Stayed 1 night in Apr 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

4/10 Poor

Winter

Disliked: Cleanliness, property conditions & facilities
Internet is not good. Heater need fix.
Stayed 11 nights in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

8/10 Good

Kennar

Stayed 2 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Lakisha, Newport News

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The area
Stayed 1 night in Jan 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I recommend the jacuzzi suite. Much needed relaxation
Stayed 4 nights in Feb 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed my stay. Always a pleasure
Stayed 3 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is always amazing and courteous
Stayed 4 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities
If you’re looking for a peaceful and comfortable stay I definitely recommend
Stayed 3 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

6/10 Okay

Makiko

Liked: Staff & service
Stayed 1 night in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

4/10 Poor

Winter

Business traveller, Travelled with partner
Disliked: Amenities, property conditions & facilities
Internet is no good.
Stayed 7 nights in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Definitely recommend for a peaceful stay
Stayed 3 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

4/10 Poor

Matt

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

6/10 Okay

Deon

Stayed 1 night in Mar 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

4/10 Poor

Stanley

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

8/10 Good

Adekunle

Liked: Cleanliness, staff & service, property conditions & facilities
Great
Stayed 7 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

2/10 Terrible

Shawn

Stayed 1 night in Apr 2024
Response from Sam on 26 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

4/10 Poor

Bindhyachal

Liked: Cleanliness
Too far from Washington tourist places
Stayed 3 nights in Mar 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I consider it a home away from home 🙂
Stayed 4 nights in Mar 2024
Response from Sam on 1 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Danika

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Sam on 1 Apr 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

2/10 Terrible

Amaiya

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Sam on 26 Mar 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

6/10 Okay

Quanisha

Stayed 1 night in Mar 2024
Response from Sam on 22 Apr 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit

2/10 Terrible

Deirdre, Sneads Ferry

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Booked 3 nights, had to check out early to go to another hotel due to finding a live bedbug crawling in bed in the morning. Took the photo to the front desk, they refunded our remaining stay and previous night. Had to waste a day of vacation washing all our luggage/belongings at laundromat as well as cleaning out our car. Hotel was very run down, dirty. Breakfast was awful. Only booked this hotel because we book frequently at a County Inn Suites in another state for regular sports tournaments and never had an issue. They are definitely not all the same! Will never use any brand of Choice Hotel again.
Stayed 3 nights in Mar 2024
Response from Sam on 15 Mar 2024
Hello,We are sorry to know that you had a negative experience, we take these comments very seriously, our hotel has a contract with the top pest control company and we always have all reports negative as our hotel is completely pest free. This specific room has been checked thoroughly and not a single sign of any insects found. We hope to allow us to serve in the future.Sincerely,General Manager

10/10 Excellent

Tsega

Liked: Property conditions & facilities
Excellent
Stayed 3 nights in Mar 2024
Response from Sam on 14 Mar 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Bria

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love it!
Stayed 1 night in Mar 2024
Response from Sam on 14 Mar 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I truly enjoyed my stay. It was just what I needed.
Stayed 2 nights in Mar 2024
Response from Sam on 9 Mar 2024
Thank you very much for your feedback, we are very glad to learn that you had a positive experience in our hotel, we assure you that we strive to provide the utmost levels of customer service and achieve guest satisfaction. Looking forward to welcome you again on the next visit and exceed your expectations. Best Regards, General Manager

2/10 Terrible

Jesus

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
Response from Sam on 4 Mar 2024
Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. We’re sorry to hear that you had a negative experience. We’re constantly working to improve our service, and we’ll consider your feedback in the process of fine tuning our operation. We hope in the future we are given the chance to rectify the situation and to meet or exceed your expectation on the next visit