It was a pleasure meeting you in person today to discuss your observations. I would like to apologise once again for the less-than-ideal meet and greet experience. Rest assured that I have already discussed this with my team at Maple Lodge and emphasised the importance of avoiding such mistakes in the future.<br><br>I'm glad that you haven't encountered any further issues and that your loved one has found our staff to be pleasant. Please remember that we have an open-door policy, so you are always welcome to approach me with any concerns or queries you may have in the future.