I am really very sorry that we did not meet your expectations during your mother’s stay with us. I hope you will agree that we were quick to respond to these issues once they were brought to our attention but this is not the standard of service that we would ordinarily expect to provide as you will see from the many reviews from residents and relatives before you. It was, however, our pleasure to have Mum stay with us in this short period of time and I am saddened that the points raised in your comments overshadowed the good points from her stay.