The White Swan, Richmond

Mister Roberts,

I can only apologise if you were made to feel unwelcome. We are only a small establishment and so 10 are a large crowd to us as our largest table inside can fit 8, without moving other tables around.

However we try to accommodate everyone and apologise again if this was not done for your party.

Also whilst taking responsibility for the actions of staff can I just say that it was not the Landlord who asked you not to move chairs, as I was not there.

Apparently on the evening concerned we had a number of other tables reserved for food in the evening and so there was a concern that chairs had been taken from them.

Once more let me hold my hands up and apologise for not conveying this better or indeed finding a solution and hope it didn't ruin your evening, I hope you except my apology and to see you again.

Regards

Richard

8 Aug 2008 10:37

The White Swan, Richmond

Dear Ken

I agree your starter was unacceptable but we tried to do everything to correct this, immediately removing the price of your meal from the menu, offering you a free drink as well as another starter of your choice, all of which you refused. The fryer was not an excuse but an explanation that we felt you deserved. Indeed the waitress, manager and Head Chef all apologised immediately for this.

We try to get things right at the Swan and on the odd occassion we don't we hold our hands up but I do feel that service being described as flippant is harsh. I phoned the Head of the booking (it was for 8 people) the day after to apologise once more but he said that they had a fantastic time, the waitress had looked after them brilliantly and that he would definitely be coming back.

Once again any meal that is served wrong is unacceptable and we are truly sorry that this occurred to yourself and if you would like to discuss things then please feel free to contact me on 020 8940 0959

Regards

Richard

5 Jun 2007 15:32