U: I'm looking for a hotel called the a and b guest house. Can you help me out?

S: Yes, what would you like to know about it?

U: Are they known to have friendly staff?
S: The majority of reviews are very positive  saying the staff was friendly and went out of their way to make their stays enjoyable. However, there were complaints from some guests who were treated unprofessionally. Would you like to know more about them?