 The person at the checking lied twice to me saying that the mistake business package included when not requested or used had been taken out of my bill he closed the enveloppe with the bill When i opened the enveloppe at the lift this was still included He then said he had deducted it another way i insisted and another member of staff gave me a credit card credit Mistakes happen three lies should never happen 
 All fine except an essential point honesty the overall score should therefore be below 5 