The Durell, Fulham

Dear w.fulminate_keenly,

As a lifelong fan of customer feedback I'd like to thank you for sharing your thoughts on your afternoon with us last Sunday. So often when things go wrong in this line of work people will leave never to return, so I am always grateful for objective views on what myself & the team do in the ongoing persuit to get it right every time. Although I'd like to be bold enough to say that we do, I'm aware that in being people, we are fallible. And where I think we always aim to exceed expectations, for you this has obviously not been the case. Furthermore I am keen to apologise for this grievance to you and your guests; in person if possible? (I would usually aim to resolve any issues at the time but as you remained annonymous on the day I have had to turn Columbo...) It would be wonderful if you could contact me at your convenience so we can establish some form of recompense for your bad experience - and allow my team to demonstrate the high standards to which they usually deliver.

Kind Regards,

Laura Carr
General Manager

18 Apr 2010 18:07