“On arrival the reception was awful with staff unable to access records but their attitude was very off hand towards us. The room was clean but badly set up. For instance, the double bed was only accessible from one side; there was nowhere for storage of cases etc. and the only area to hang clothes was a row of five hooks, three of which overhung the box on which the kettle and cups etc. were kept; the shower cubicle was missing one of its two doors; the sink in the toilet was so restricted by a……