Thank you for your review and I am very sorry that you did not have an enjoyable stay with us.  Let me try and address the various points you raised:<br><br>I understand that you were asked to dine in your room because you had your dog with you. Whilst we welcome pets (and acknowledge the role they play in enhancing well-being), we also respect that not all residents share this sentiment and, accordingly, restrict pet access from communal areas such as the restaurant. <br><br>Regarding the emergency call bell, we have no record of your using this; you did use the routine bell but, on the several occasions I visited you (to check on your progress and well-being), you made no mention of any delay in staff responding to you, but I will investigate this.  <br><br>As part of our commitment to creating a variety of entertainment sources for our residents, we did host a party whilst you were here.  This was for all of our residents’ enjoyment, so I do not understand why you felt that you were not invited? There was a separate party for the residents who live in the apartments at Battersea Place - perhaps this is where the confusion has crept in? Unfortunately, we did have a one-off incident where catering staff raised their voices; this is unacceptable and upon being made aware of this, I apologised and refunded your family’s meal. We have since spoken with the staff concerned and supported them with further training.<br><br>It is my understanding that your laundry has been returned to you and that this has been resolved.  <br><br>We do appreciate your feedback and would like to invite you and your wife for a complimentary meal in our restaurant by way of apology.  Please let me know if you would like to take me up on this offer?