Dear Greville & Jonathan,
I hope you are both well.
My fiancee and I are due to get married tomorrow in Richmond, and we had originally booked the wedding reception at the Petersham Hotel. Richmond Hill is one of our favourite spots and the Petersham Hotel was going to be the perfect place to host a reception, albeit with 13 close family members and a couple of friends.
Of course with the news this week that London is entering tier 3, it has meant we are now unable to have the reception at your wonderful hotel.
What I really wanted to point out though, is that Nausheen and I have been working with Terence to plan the Wedding reception over the last 2 or so months and he has just really provided us with a truly excellent service during this time. He has impressed us from the start and throughout the process, and has made planning the event seem straight forward, easy and not in anyway stressful. His kind, calm, and accommodating approach has made us feel very confident in the Petersham Hotel and at ease. He has always been quick to respond to our emails or call us back, and whilst I consider that 101 of customer service, its incredible how many other establishments struggle with that so thank you for nailing the basics as that again provided us with confidence in the Petersham Hotel.
I consider myself to have quite high service standards, perhaps as a result of working for an American firm over the last 10 years, who pride themselves on being very service orientated and pick up on every detail. Terence really has done an absolutely amazing job with helping to organise making the day special for us and has exceeded our expectations which were already high - it is of course just a shame that we will not be able to fully celebrate at the Petersham in the manner we had originally planned.
As the saying goes, whilst you may not always remember exactly what was said, you remember how you people make you feel, and the service that Terence has provided has certainly made us feel very warm and fuzzy and are glad at still being able to stay in your hotel for the next 2 evenings.
Finally your cancellation policies have also held the Petersham Hotel in excellent regards and this has also gone some way to also alleviate the stress of the tier 3 restrictions.
We will no doubt, be recommending the Petersham to our friends and family and will also ensure it becomes a place we visit and stay when we visit London in future.
Thanks a million Greville and Jonathan
Nausheen and Alex