Hi Lauren, I am incredibly disappointed that this has occurred for you. This appears to have fallen well below the standards I expect of our team (and usually deliver). I have asked for a full update on this from those involved and am expecting for us to implement ways to ensure no-one else experiences the same as yourself. I would like to contact you personally tomorrow (or call me at the office) and offer my apologies directly as well as discussing what options we have on other properties that may be suitable, and go someway to putting this right for you. I take customer service very seriously as a business owner, and I want to ensure we learn the lessons from this, so thank you for bringing this to my attention. Kind regards, Michael