We are sorry to hear of your difficulties when visiting Eagle's Mount. We completely understand how frustrated you were when you couldn't see your friend. I confirm that an investigation into this matter took place. Unfortunately, when you booked the visit, you didn't share your contact details with the home, and for that reason, we couldn't contact you to inform you that the house was closed as we did with other family members. This doesn't sound like the visitor experience we try to provide to our visitors. We are also sorry you felt that the manager wasn't at the expected standards; COVID takes much strength from the team, and having an outbreak makes things more complex. Nevertheless, we are very grateful for the feedback. We also investigated why you were not allowed to visit, and I'm happy to confirm that the home followed all the rules that are in place by the government. I believe the home manager contacted you and explained. Our apologies again for any inconvenience caused.