Dear Chris,Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you experienced during your stay with us. We understand the frustration and disappointment this situation has caused you and your family. It is certainly not the level of service we aim to provide.We deeply regret that your room was not ready upon your arrival, and we apologize for the inconvenience of having to use the lobby bathroom to freshen up. We understand how important it is to have a comfortable space to prepare for your appointments, and we failed to meet your expectations in this regard.Additionally, we apologize for the delay in notifying you when your room became available and for the oversight of not transferring your luggage to your room as promised. This lack of communication and service falls short of our standards, and we are truly sorry for any stress or inconvenience it may have caused you and your family.Please know that we take your feedback seriously, and we will be reviewing our procedures to prevent similar issues from occurring in the future. We hope to have the opportunity to regain your trust on a future visit. Thank you for bringing this matter to our attention.Sincerely,Claudia BennettDirector of Operations