Dear Zion Lam, Thank you for taking time to share your feedback of your experience with our team members. We are sorry to learn of the frustration experienced and the impression received during your interactions with our team member. We value clear and considerate communication, and are disappointed to hear that we fell short in this instance. We are aware that, although this is a Tenant Find service and therefore your communication is with your landlord, you had a fantastic experience with us at the start of your tenancy, thus, we are little disappointed that you did not reach out to us to address this issue with our team member, but you chose to put it on Google. Nonetheless, please rest assured, your feedback is important to us, and we are committed to improving our service. We would welcome an opportunity to discuss this further if you wish. Many thanks once again for your feedback and wish you the very best. Kind regards The Northwood Ashford Team