Please see response email from Hotel: Dear Toby and Shelagh
I’m sorry to read your email highlighting your intentions to cancel your wedding reception.
I can re-assure you your event will be looked after to our full ability, there is no reason that the Lytham Proms weekend will have any impact on our service standards as is doesn’t detract from our staffing levels in anyway.
I can also clarify that we did send a receipt of the deposit of £750 by email on the 13th January.
Regarding your booking form, as mentioned you have not yet sent this form so how could we confirm receipt of it, If it worries you I can certainly confirm we have your wedding date secured.
You first enquired by email on the night of 5th of November to which Caroline responded the next morning with the relevant information, costs, available dates etc.
A provisional reservation was made on the 17th November in person with Caroline after you had stayed the weekend at the hotel, you then confirmed your wedding date, again with Caroline the following weekend.
Since this we have allowed you more than the agreed 14 days to pay your deposit to secure the room, the deposit of £750 was then paid on the 13th January after Caroline prompted you by email that we have been holding the date in the diary, the booking form was attached to this email.
Please be aware during this extended time of provisionally reserving the room we have been unable to offer the facility for other enquiries.
I know that I had a positive conversation with you by telephone last year, and as well as emails Caroline has also communicated any questions or requirements with you by telephone.
Regarding your room allocations.
As per an email from myself dated the 26th November I can confirm we have held both your bedrooms on the Friday night before your wedding day and your room on the Saturday and Sunday night.
You also have another 6 rooms that you pre booked in November, confirmed by email on the 26th November, we did agree to hold these rooms for you without deposit until the1st march this year, all these rooms can be cancelled without penalty if you wish to do so.
If there was a cancellation of any other rooms that have been booked for this weekend that are on a pre-payment rate they would unfortunately be non-refundable.
Yes the weekend you have booked is a busy weekend, however all weekends during the summer period on the Fylde Coast tend to be, from Blackpool to Lytham there are many festivals, concerts and exhibitions going on that attract a high level of business to the area.
However we still do have 27 bedrooms available for both nights if necessary, 16 in Grand twentytwo and 13 in the main building.
If you would like me to block book these room for you I will be able to do this, however we will require a prepayment/ deposit to secure these rooms.
I’m aware block booking is something that we previously discouraged, as explained to you last year it is far easier for all guests to book their requirements directly online allowing then match the appropriate room to their budget, it also eases the financial and administrative burden from yourselves in booking and managing these room for other guests.
I do apologise that Mrs McCulloch’s email was not responded to, I fully understand why this has raised concern’s.
I was on holiday during this period but the office was correctly staffed in my absence, I will be making enquiries as to why it wasn’t replied to and will apologise personally to Mrs McCulloch in due course.
We are confident that you will have a delightful day here at The Grand, we are passionate about our business and will ensure everything runs smoothly.
However should you wish to cancel your booking we will be unable to refund the deposit paid as requested.
Please let me know your intentions and I will make ensure we proceed in the appropriate manner.