Dear Guest, Thank you very much for taking the time to share your valuable feedback with us. We truly appreciate your opinion as this allows us to continually develop and improve our guests´ experience through our service. I am truly sorry to hear that this time; we have not met your expectations and fell short of fulfilling your expectations as a guest. Dear guest, we would be incredibly grateful if you would give us another opportunity to change your opinion and to show you that your feedback has been heeded. I really hope we have the pleasure of welcoming you back to the Hilton Madrid Airport in the near future, whereby we will be able to provide you with the highest level of service for which we are internationally known for! Best regards, Iñigo Arruti General Manager