Thank you very much for your feedback, we truly appreciate you taking the time to share your thoughts. We are sorry to hear about the issues you've encountered. Just to clarify, we do have two lifts in the building, and both are regularly checked and maintained. Fortunately, if one is temporarily out of service, the other remains available for use to minimise disruption. Snacks are available at all hours in the kitchenettes, but we will ensure this is clearly communicated moving forward. We will also certainly take a look at the coffee machine to improve its reliability. We are so pleased to hear you're happy overall, and it is our privilege to look after your mum. Please do feel free to get in touch with any further suggestions or concerns.