Exterior

Reviews of Holiday Inn Express Hotel & Suites Lubbock South, an IHG Hotel

2.5 out of 5

Reviews

8.6

Excellent

Rating 10 - Excellent. 479 out of 847 reviews" "
Rating 8 - Good. 228 out of 847 reviews" "
Rating 6 - Okay. 66 out of 847 reviews" "
Rating 4 - Poor. 38 out of 847 reviews" "
Rating 2 - Terrible. 36 out of 847 reviews" "

9.0/10

Cleanliness

8.8/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

4/10 Poor

Brian

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
This room where I stayed had a dimly lit bathroom. The shower would not get hot and the shower head was corroded and water leaked all over the bath floor every time we used it. Our room ceiling made pounding noises probably from upstairs guests. The window style air conditioning was loud but working but the controls did not respond. We had to call at 1:00 am to find out there was a wall thermostat. We wanted ice but the ice machine outside in our hall was not working
Stayed 1 night in May 2024
Response from Sophia CSR on May 22, 2024
Dear Guest,We appreciate you giving your feedback about your recent experience in our hotel. The conditions and service that you describe are not typical, however, we will be reviewing these comments with our team to research the matter further. We hope to have the chance to serve you again on your next visit.

10/10 Excellent

Lisa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Sophia CSR on May 13, 2024
Dear Guest,We sincerely appreciate your recent stay at our hotel! Your positive rating brightens our day. Our dedicated team works tirelessly to surpass your expectations, and we eagerly anticipate the opportunity to host you again in the future. Thank you for your support!

4/10 Poor

Robert

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Hallway carpets were dirty and wrinkled creating a trip hazard.
Stayed 1 night in May 2024
Response from Sophia CSR on May 13, 2024
Dear Guest,Your voice is so valuable to us in our continued efforts to provide every guest with an enjoyable experience. Your concerns have been noted and forwarded to our team for improvement. We hope your next visit will be even more pleasant than the previous one.

6/10 Okay

Raymond

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Sophia CSR on May 13, 2024
Dear Guest,Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

10/10 Excellent

Lisa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was comfortable. The shower was great. service for breakfast was excellent.Great hotel we will be back
Stayed 1 night in May 2024
Response from Sophia CSR on May 7, 2024
Dear Guest,Thank you for your glowing review! We're thrilled to hear that you found the room comfortable, enjoyed the great shower, and received excellent service during breakfast. We're delighted to know that you had a fantastic experience with us and look forward to welcoming you back on your next visit.

4/10 Poor

Pamela

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
There was no hot water in the morning. Staff gave us access to another room to take showers but the hair dryer in that room didn't work so we had to go back to our original room to dry hair.
Stayed 1 night in Mar 2024
Response from Sophia CSR on Apr 9, 2024
Dear Guest,I'm truly sorry for the inconvenience you encountered with the hot water. This is not the level of service we strive to provide. Rest assured, we will investigate these issues thoroughly and take the necessary steps to ensure they are promptly resolved. Your feedback is invaluable to us, and we appreciate your understanding.

10/10 Excellent

Lydia

Liked: Cleanliness
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 8, 2024
Dear Guest,We sincerely appreciate your recent stay at our hotel! Your positive rating brightens our day. Our dedicated team works tirelessly to surpass your expectations, and we eagerly anticipate the opportunity to host you again in the future. Thank you for your support!

4/10 Poor

RONALD

Liked: Staff & service
Disliked: Property conditions & facilities
Shabby old interiors
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 8, 2024
Dear Guest,We appreciate you giving your feedback about your recent experience in our hotel. The conditions that you describe is not typical, Please let us know more about your experience so we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement.

10/10 Excellent

Susan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 3, 2024
Hi Susan,A hearty thanks for your review. We sincerely appreciate your feedback and will always ensure that we keep delighting you with our facilities and services. Thank you for the wonderful 5-star review! We hope to hear more from you on your next visit.

4/10 Poor

Wes

Disliked: Cleanliness, staff & service, property conditions & facilities
Our room had not been cleaned. The clerk wasn’t overly concerned or apologetic. Our 2nd room had broken curtains and a filthy bench with stains on the entire surface.
Stayed 1 night in Mar 2024
Response from Sophia CSR on Mar 26, 2024
Dear Guest,Kindly accept our deepest regrets for what you had to face. We pride ourselves on giving the best possible guest experience, and I’m sorry we fell short in this instance. However, this is generally not what our guests experience with us and we hope you give us a chance to make it better for you. This issue has been taken up with our management and we are taking committed steps to rectify it and ensure this does not happen again.

2/10 Terrible

Ashley

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Sophia CSR on Mar 26, 2024
Dear Guest,Your business is very important to us and we value your rating. Please tell us if we have overlooked anything so that we can improve our services. We are looking forward to hosting you again soon.

4/10 Poor

Salvador

Disliked: Staff & service, property conditions & facilities
There’s was no hot water had to shower the whole family with cold water and the spa was out of order then the breakfast was not so good and no one was attending the area
Stayed 1 night in Mar 2024
Response from Sophia CSR on Mar 18, 2024
Dear Guest,We appreciate you giving your feedback about your recent experience in our hotel. The conditions and service that you describe are not typical, however, we will be reviewing these comments with our team to research the matter further. We hope to have the chance to serve you again on your next visit.

2/10 Terrible

NAYELI

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
smel sigaret
Stayed 5 nights in Mar 2024
Response from Sophia CSR on Mar 18, 2024
Dear Guest,We are sad to see this 1-star rating. We never want our guests to have such a kind of experience. I request you to kindly share your issues in detail and give us another chance to improve our services.

2/10 Terrible

malay

Travelled with family, Travelled with family and small children
Disliked: Amenities
They called in the morning and mentioned there was a leak. So they are moving me to comfort inn next door. No reservation conformation or cancellation. Tried calling 3 times , no reply. Finally got them 30 mins before reaching and got some assrance bur got moved from 2 star to 1 star hotel. Not a great experience at all.
Stayed 1 night in Mar 2024
Response from Sophia CSR on Mar 10, 2024
Dear Guest,We are truly sorry for your recent experience with our hotel. The conditions and service that you describe are not typical, however, we will be reviewing these comments with our team to research the matter further. We hope to have the chance to serve you again on your next visit.

10/10 Excellent

Monica

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Price, and convenience
Stayed 1 night in Feb 2024
Response from Sophia CSR on Feb 27, 2024
Dear Guest,Thank you for staying with us. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Lisa

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Sophia CSR on Feb 19, 2024
Dear Guest,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Tiffany at the front desk was awesome. The hotel and room were very clean. It was a little noisy when there's activity in the halls, especially when the doors close.
Stayed 1 night in Feb 2024
Response from Sophia CSR on Feb 19, 2024
Dear Guest,We're thrilled to receive your kind words praising our dedicated and friendly staff, it's always a joy to hear such compliments. We eagerly anticipate the opportunity to welcome you back, ensuring that your next visit surpasses even your previous experiences.

8/10 Good

Claudia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Sophia CSR on Feb 19, 2024
Dear Guest,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

2/10 Terrible

Mikayla

Bed bugs
We were put in a room infested with bed bugs. Front desk employee was zero help and the GM was unprofessional and rude. Overall cleanliness of hotel was poor as well.
Stayed 1 night in Jan 2024
Response from Management on Jan 15, 2024
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Earl

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Management on Jan 12, 2024
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

6/10 Okay

Ming

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Every thing is nice except the soundproofing of the room
Stayed 1 night in Dec 2023
Response from Management on Dec 27, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Jose

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from Management on Dec 25, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Dana

Travelled with family
Liked: Staff & service, room comfort
Overall it was a good experience but someone had tracked in lots of mud and there were clumps of it everywhere in the hallway. Saw it the night we checked in and it was still there in the AM. Breakfast was good with lots of variety.
Stayed 1 night in Dec 2023
Response from Management on Dec 25, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

6/10 Okay

Jennifer

Stayed 1 night in Dec 2023
Response from Management on Jan 8, 2024
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Misty

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really decent, nice clean place. Great indoor pool area with hot tub. The suites were very underwhelming for the price. Beds were hard and uncomfortable and our bathroom garbage was full of trash when we entered our room from previous guest. They have a breakfast buffet which is great for families but whoever decided to fill the omelets with easy cheese, my goodness, no.
Response from Sophia CSR on Feb 19, 2024
Dear Guest,Honest appreciation from our beloved guests and providing them with a comfortable stay is what we yearn for. Thank you for your feedback. Your concern has been noted and forwarded to our team for improvement. We are eager to see you again.

10/10 Excellent

David

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Consistent with Holiday Inn standards
Stayed 1 night in Nov 2023
Response from Management on Dec 5, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Maggie

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoy the pleasant atmosphere and the breakfast.
Stayed 1 night in Nov 2023
Response from Management on Nov 30, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Timothy, Boise

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great room and service.
Stayed 1 night in Nov 2023
Response from Management on Nov 30, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Pavan Kumar

Stayed 1 night in Nov 2023
Response from Management on Dec 25, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Tim

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Management on Nov 30, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Kaylee

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Management on Nov 22, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Jessica

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Management on Nov 16, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Brenda

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
The night clerk was rude, unprofessional and appeared annoyed. I called ahead to let the staff know we would arrive late due to the heavy rain. The reservation indicated 2 guests but she only gave 1 room key.
Stayed 1 night in Oct 2023
Response from Management on Oct 24, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Shirley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Management on Oct 23, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Sherilyn, San Antonio

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pleasant one night stay. Close to the interstate but quiet. King room was very spacious with a sofa area. Comfortable mattress and pillows. Old stained towels. Above average continental breakfast with lots of choices. Will stay there again when passing through town.
Stayed 1 night in Oct 2023
Response from Management on Oct 23, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

2/10 Terrible

Allie

Disliked: Cleanliness, room comfort
Holiday Inn has zero customer service
Terrible experience. Requested two queen beds and arrived to my room to only have a king size bed. Went to the front desk to address the matter where I had to call out multiple times to even get service while I heard giggling behind the wall. I was treated very rude and was told my request did not matter. I showed the confirmation of the two queen beds and she just said that it didn’t matter because it was done through hotels.com not their website. Paid over $359 for the room that to be treated with zero regard of my request. Worst service I’ve ever received. Neither one of my room keys worked and when I asked for a new one she tossed it at me so I had to reach over the desk to get my key. If I could give this negative stars I would.
Stayed 1 night in Oct 2023
Response from Management on Oct 17, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. After looking at the reservation it was booked as a standard room which means what ever room type we had available. Because it came in as a standard room and there were no special requests we gave you a room type that we had available. We do send out a message to all guest notifying them to contact the hotel for any special request. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience.

8/10 Good

Brian

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our stay
Stayed 1 night in Oct 2023
Response from Management on Oct 17, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

4/10 Poor

cynthia

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Management on Oct 17, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean
Stayed 1 night in Oct 2023
Response from Management on Oct 14, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Heidi

Stayed 1 night in Oct 2023
Response from Management on Nov 2, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Vickie

Stayed 1 night in Oct 2023
Response from Management on Nov 2, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Dion

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Management on Oct 9, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Management on Sep 28, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Russell

Stayed 1 night in Sep 2023
Response from Management on Oct 14, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Charles, San Antonio

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Coming from Northern New Mexico, Google Maps directed us through an old section of town, but that was to get us to Hwy 27. Once there, it was very nice. The room as good and the staff were friendly. The microwave in our room was missing a front 'foot' & so was crooked, but it worked fine. Otherwise, pretty much all was very good. We also were able to access our email and print some travel docs, in the hotel's business center. The entire facility was very clean and modern. The beds were very nice and the sheets and bedspreads felt new and first class.
Stayed 1 night in Aug 2023
Response from Management on Aug 24, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

4/10 Poor

Mitchell

Business traveller
Liked: Room comfort
Disliked: Staff & service, property conditions & facilities
Disappointed 08/18-18
Not so amazing stay and well below IHG standards. I booked the room based on the IHG brand and was quite disappointed. Upon arrival (1630hrs 08/17) I found the lobby furniture pushed up against the check-in counter while the carpets were being cleaned. Why not do this overnight and/or why not move the furniture to an area away from the check-in counter? The front desk clerk was less than excited to help me and could not have left me feeling more like I was interrupting her day. I received my room assignment and found the carpet cleaners on this floor. As I entered the room and transitioned from the damp carpet to the tile inside the room, I slipped and dang near busted my tail on the floor. The room was without a phone which meant having to walk downstairs to the front desk for any needed assistance, and the room was without any USB ports to recharge electronic devices if a guest were to forget a charging block. On a positive note, the desk clerk the following morning was terrific, the housekeepers were pleasant when passing in the hallways, and the breakfast bar attendant was equally friendly.
Stayed 1 night in Aug 2023
Response from Management on Aug 22, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

6/10 Okay

Tracie

Stayed 1 night in Aug 2023
Response from Management on Sep 10, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future

6/10 Okay

Sandra, Balmorhea

Travelled with family, Business traveller
Liked: Staff & service
Disliked: Amenities
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Stayed 2 nights in Aug 2023
Response from Management on Aug 22, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Jessica

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 1 night in Aug 2023
Response from Management on Aug 13, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

Jessica

Stayed 1 night in Aug 2023
Response from Management on Aug 12, 2023
Thank you for taking the time to tell us about your experience. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.