I spoke with this gentleman who said that he was so used to our excellent service that when breakfast was slightly delayed he enquired as to where it was, and it came immediately.  Coffee is never left in a residents room to become cold, we always check to make sure the resident is available so their coffee is hot.  On knowing that he had returned to his room, coffee was promptly delivered.  I am delighted that he confirmed to me that he thoroughly enjoyed his stay and the scores he has kindly given The Dower House reflect the excellent service we provide.