Dear Nina M,
You scored us high on cleanliness and service but we are sorry to hear that you were not happy with the bed in your room during your most recent stay. Your opinion is very important to us and we will be inspecting the room you stayed in to ensure that the bed is to standard. While we still have a couple of years of usage with our current mattresses according to Hilton and the manufacturer, we are in the process of trying out a new mattress that was recently approved by Hilton, so we hope that you will choose to stay with us again in the future. Please let us know if you choose to stay with us again and if there is anything we can do to assist you, we are here to help!
Thank you,
Tom K., Hotel Manager