Thank you for taking the time to write this review. We are sorry to hear of your experience, particularly as we do not have record of any concerns raised over the last few years, and would love the opportunity to discuss this with you. With regard to visits, we always appreciate visitors phoning or booking ahead, but there is no restriction on visitors to the care home (unless mandated by government such as Covid-19) and bookings are not required. We are sorry if you tried to arrange visits in advance and you felt that this wasn't followed up appropriately. It is disappointing that you feel the management team and staff were unwelcoming, albeit we are delighted to hear that you found our team kind and caring. I would welcome the opportunity to meet with you and discuss any specific concerns you have in person.