Hi and thank you for taking the time to write this review.  Firstly, please accept my sincere condolences for the loss of your father.  I do really appreciate your feedback, and I am sorry to hear some of these comments as they do not reflect the high standards we set for ourselves.  Please accept my assurances that feedback of any kind is appreciated, and where we have fallen short, acted upon.  Your comments are learnings for us, and as Home Manager I will ensure that these learnings are shared with the team.  Warmest regards, Nicol