Thank you for your feedback which we appreciate as it helps us to improve our service (the delivery of which we take very seriously). I was sorry to hear of the issues you encountered on this occasion. During your visit, we did offer to move you to a different suite to facilitate a better TV viewing experience, however, you declined (a decision which of course we respected). I would like to call you, if that is acceptable, to discuss how we can redress the situation. I am reassured that you rated our care very highly, and again, I thank you for your feedback.<br><br>Kind regards<br>Helene Cross