Firstly may I pass on my condolences to you and your family. I am genuinely sad to hear you did not have a positive experience during your Nan's stay with us and apologise for any part we had to play with that. We take all reviews very seriously, good or bad. I will personally look into your concerns and endeavour to prevent this situation from happening again in the future. I wish you and your family the very best of health and hope you can move forward from this whilst grieving the loss of someone who was so very dear to you.