Good afternoon, thank you for your review.  It would appear that at the time you visited, staff were busy tending to resident's needs.  I'm reassured that your relative is able to contact staff as and when needed, so whilst you couldn't locate anyone in that moment our internal call bell would have alerted staff that she required support.  Our reception isn't manned 24/7 so on occasion visitors will need to wait for staff to let them out and this is to ensure the safety of our residents.  Apologies for any inconvenience.