Sorry to hear that you have not had a positive experience with us, however even sadder that many of these issues were not addressed at the time. Clearly it was mis-understood what facilities and services we were providing. If we had been more aware of your concerns at the time they could have been quickly rectified or explained and I am sure your stay would have been a better experience as it is with other residents. Moving from one’s home into a care home can be a timely and emotional process - to fully settle it takes all parties time to adapt to new facilities, procedures and needs etc. One week respite care cannot paint the perfect picture of a full and normal service – especially when quarantine in a room is required. We have obviously addressed all the matters raised in your review directly with you both and I believe we have been fair in accepting some criticisms along with reducing your bill as a goodwill gesture.  We continue to evaluate all feedback and work on our procedures and communication.