Dear Janet, thank you for your comments. I understand your disappointment however a broken lift was out of our control. We were given a repair date the day you arrived and that is why we did not felt it was worth mentioning prior to your arrival. We did however update you daily with information on the repair status of the lift that leads us to believe that it would be fully operational before your arrival. Unfortunately, much of this information was subject to a comedy of errors, ordered parts dispatched to another building, then incorrect parts ordered by the lift company. The holiday season, unfortunately, sees many companies using temporary administrative staff that do not always understand correct company procedures. However, I do not for a moment agree that we were dishonest, hopeful and trusting of what we were being told maybe. I have learned a great deal from this experience and I am not likely to put myself or my guests in the same position in the future should this situation ever happen again. As previously expressed by myself and Suzie, whilst an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity.