I am deeply sorry your mother had a bad experience at our care home; we acknowledge how upsetting this must be for you and your mother. Please accept our sincere apologies. Our staff aim to do their very best for every resident. In this case your mother was highly distressed at being away from home/family and refused to communicate in English. Had you informed us that she was known to do this then we would never have agreed her placement to avoid her any distress.  Given the circumstances our staff did their very best including providing one on one care at times when needed. Despite all of the above I am mindful that you have had a bad experience at our home and so would once again apologise for any distress caused and for the disruption to your 2 week respite plans.