Warner Hotels Reviews 4,026

Booked a few nights away and had an issue with dinner on the first night. Tried to speak to a manager but they were not available. Sent an email infact sent five. Almost a week on and nobody has bothered calling me. Don’t take any notice of the money back guarantee l, it doesn’t happen. Avoid at all costs.

I used to be a huge fan of Warner Hotels – great value for money, spotlessly clean and well-maintained bedrooms and wonderful leisure facilities… as well as great food, wonderful service and brilliant staff!

I always thought the Brand really valued their loyal customers (and we certainly were loyal) and I have stayed at their hotels/resorts on loads of occasions with absolutely no complaints at all. I had nothing but praise for the great experience. My short breaks were always fantastic and I would previously always recommend Warner’s to family and friends as an enthusiastic advocate for the whole experience and their unique ‘package’. I must have put thousands of pounds of business their way over the years and was happy to do so, because they deserved my unqualified endorsement - an endorsement happily given, as Warner’s were GREAT.

With this in mind, I think it SO SAD to see the Warner brand now going ‘down the pan’ at a rate of knots. The whole operation now strikes me as penny-pinching in the extreme… and a pale reflection of what it used to be. It now seems to me that Warner’s set out to fleece their customers to the max – sky high bar prices, when they used to be reasonable, extra charges for things that used to be included and rooms that are in such a disgusting state of cleanliness that you worry you might catch something nasty when you stay in them!

My recent stay at Cricket St Thomas was a case in point. A bathroom covered in black mould and a shower encrusted with limescale that meant showering was like standing under a dripping tap. There was also a penny-pinching time control on the bathroom heating that meant the room was freezing cold when I got up at 8am, unless I first got up at 6am to turn on the towel rail in advance! A miserable experience, when I’d paid close to £800 for the two night stay with my daughter. A truly miserable and disappointing weekend.

Likewise the room was covered in a thick layer of disgusting human skin flakes/detritus and the carpet was covered in sticky indeterminate stains that meant walking on it made me feel like I needed to wash my feet in Dettol or anti-bacterial gel once I’d done so!

The evening entertainment was also not as described, which was a big disappointment, bearing in mind I’d booked on the strength of the specific entertainment advertised. Misrepresentation, in my view.

When I got home, I immediately wrote to their Chief Executive ( Paul Pomroy) to raise what I thought was a very justified complaint. I included a host of photographs with my long, detailed letter as irrefutable evidence. He didn’t even bother to acknowledge my letter, let alone initiate a response in any meaningful way. I know he got my letter as I sent it ‘Special Delivery’ and have a delivery signature, but he obviously couldn’t be bothered to answer it – perhaps these days he gets too many complaints to care? Perhaps he’s too ‘self-important’ to treat individual customers with just a little respect and courtesy? A big disappointment - a CEO should know better, especially in the hospitality business!

Anyway, about six weeks later I had an email from ‘Customer Services’ – don’t try phoning them, as I did, as you are left hanging on the line for 45 minutes at your own expense, with no one bothering to ever answer. They offered me a £100 discount as compensation for my complaint, but only if I were to book another expensive Warner’s break. I derisory offer when a Warner’s Break costs me at least £800 all in …. and I don’t like spending that sort of money to stay in what I considered a cold disgusting pigsty!

It really is a tragedy. What used to be a great Company that used to make its loyal customers feel really ‘special’, welcome and appreciated is now, in my view, a disaster area – It is a bit like watching Arsenal or Manchester City deservedly being relegated from The Premier League to the Isthmian League in successive seasons!

I certainly won’t be staying in a Warner’s again - unless things change at some point in the future and future management ‘get a grip’.

I can only hope the ultimate owners, The Blackstone Group/Bourne Leisure, do something about the situation before all their customers, like me, vote with their feet! It is such a shame to see a once great organisation driven into the ground by inept management, who treat their loyal customers with utter contempt and disinterest.

If I were looking for a weekend away, I wouldn’t touch Warner Hotels with a barge pole these days. Very sad, as I used to love a Warner’s break and would have gone on many more in the future.

Have just had another brilliant stay at Lakeside Hayling Island 23rd-28th Jan.
Just a few mentions for what makes it our site of choice.
Entertainment team are great.
Restaurant staff are always polite and helpful, Toni was always friendly and ready to help if anything was needed, nothing was ever too much and Collete is always working so hard.
Another great break, looking forward to the next one

We are platinum club Warner customers that have been going to Warners for years and used to really love it, now we enjoy the breaks and the entertainment, but the cut backs to the services are very disappointing. Having tea/coffee machines, no table service apart from taking plates, the menu choice reduced, is very sad. We used to get a bread basket, tea and coffee fresh toast, chef specials et and it’s what you want in a break, to feel a little spoilt.
Now it self service, they might as well ask customers to take their own plates to the trays like in Macdonalds
It’s a big shame

CUSTOMER SERVICE AFTERCARE - Appalling - no other word for it. Company clearly have no interest in any issues once you have paid and had your stay. We have a simple issue to sort, but waiting time for a response which has been advised we would get on many occasions, has been totally non-existent. Left on hold for an hour, no callbacks as promised! Awaiting a part refund. Told 7-10 days. It has now been over a month. We will not give up chasing this. This is our money!

Your online/telephone booking system is an absolute disgrace..
Talking to a human being is damn near impossible, get some more staff.
Waiting times of 45 + minutes is totally unacceptable!

Dreadful customer service when trying to book a two night stay at Runnymede-on-Thames.

Simply wanted to ask for a late checkout. In the "My Warner Stay" facility they have for this I was directed to the chat facility to make this request, and to wait for a human agent, as the chatbot could not fulfil this. Three times I tried, three times no human agent transpired.

I sent an email to the address provided when I was sent an auto confirmation message. Was told they cannot help me as I made the reservation through booking.com (which, apparently, makes me a second class citizen).

Went to booking.com and messaged on there. Was told I had to request the late checkout "via your booking.com reservation"...er, what? They do realise that booking.com is simply a tool for booking a hotel, and not some sort of dynamic dashboard where you can manage every detail of your stay?!

Unbelievably bad. Cancelled my booking, won't be booking with them, and will advise anyone who asks not to book with them either.

It's so sad how a once great company has lowered its standards so much that it is not a suitable option for potential guests with health or mobility problems.
The Market Kitchen is now no better than a self service factory canteen. 4 star, I think not.
Don't waste your money on Warners, they are obviously looking to attract younger and fitter guests than in the past.
Surely, if the senior management read the reviews, they would realise that customers are not happy.

Seems impossible to contact Warners after booking and payment made. Group booking for a 60th wedding anniversary, trying to add activities. No reply on phone. Chat bot doesn't appear to work, no human contact. Very poor customer service. We have been several times over the past few years but not looking forward to this break.

Oh dear - just reiterating other reviews. It’s almost impossible to contact customer services. My first and last booking with this organisation.

Once you are there it’s ok but the Customer Service is leading up to going was completely appalling. You can only ring them from 9am till 1pm or speak to a none existent chat bot other times,
I was on the phone for an hour and a half before anybody answered it. They’re very good at taking your money but trying to get answers to any question once you have paid forget it!
It’s just ridiculously impossible,
I spent a whole week trying to call them finally got through to someone who promised she would call me the following day and of course she didn’t. I’m so disgusted with their Customer Service services no matter how good our holiday is once we get there, I will never go back. This holiday has cost me £4,250 for a family holiday to make memories with my Mum (she is 92) and I am so disappointed before we have even got there, I will never go back, I have never been more frustrated with a company as this one, we are due to go on the 20th Feb 2026

Extremely poor customer service from Warner Hotels.

Following a family bereavement, we made repeated attempts (over 10 calls) to contact both the hotel and customer services, often being left on hold for long periods and promised callbacks that never happened.

Despite assurances from on-site staff that we would be contacted, we received only cancellation emails with no response to our formal complaint, no acknowledgement of the circumstances and no goodwill gesture.

I understand policies exist, but the complete lack of communication and empathy is unacceptable.

A booking procedure that just wastes customers time due to such long wait times on telepone bookings.
The lack of clear direction and the conflicting information I have received from your team in relation to my booking. I have not yet arrived at the hotel, yet the experience so far has been extremely frustrating and unnecessarily time-consuming.

Booking reference: 954KSKY36L

At the time of booking on 14.1.26 , I specifically requested that The Escape Ritual be added at a cost of £112.00. I was clearly advised by your representative that this package included a 60-minute and a 30-minute treatment for two people. I relied on this information when proceeding with the booking.
I was then told that this could not be added at that point and that I would need to either contact customer services again or deal directly with the hotel.
Today, 23 January 2025 at 10:20am only 9 days later , I contacted the hotel spa directly and was informed of the following:
• The package cannot be booked directly with the hotel.
• The £112.00 price is only available at the time of booking and may no longer be available.
• Spa time slots for my stay will not be released until late February or early March.
• The same treatments now have to be booked individually, at a combined estimated cost of approximately £240 for two people.
This directly contradicts the information provided by your booking agent and places me at a significant financial disadvantage due to an administrative failure that was entirely outside my control.
I also wish to highlight that we are using a gift card with an original balance of £975 and was told that online redemption is not possible with this method of payment . After current deductions, only £136.20 remains, which was intended to cover The Escape Ritual at the agreed price. This shortfall has been caused solely by your team’s inability to process the request correctly at the time of booking.
I therefore request that:
• The Escape Ritual be added to my booking at the originally quoted price of £112.00, and
• This matter be remedied immediately as an administrative error on your part.

I look forward to your prompt response.

We were due to go to Warners Heythrop Park on the2/1, unfortunately my husband tore a muscle in his shoulder before Christmas so couldn’t drive the 3 hour journey to get there , he was in agony and on strong painkillers, still is in fact , as we hadn’t taken Warners insurance ( £60) for 3 days , quite expensive, they wouldn’t let us rebook for a later date, we had booked the VIP experience and the drinks package , obviously we didn’t have those so asked for a refund for these at least, £169 in total , I have emailed , I have phoned and even had an online chat , I have been passed from pillar to post, still waiting for a reply, In future we will go to a hotel that accepts cancellations if anything unforeseen happens, Warners certainly don’t have good customer service,

On January 9th, 2026, my partner and I were really looking forward to spending a 3-night break at Warners Alvaston Hall as regular customers. Well, we all aware of Storm Goretti sweeping in with extreme hazardous travel conditions forecasted. Additionally, we are all made aware of the travel warnings from the Met Office (Neil Amstrong, Chief Operational Officer), and the media who were advising ‘do not travel, stay in doors’ unless absolutely neccessary. Trains, planes were cancelled, roads blocked, heavy congestion, schools, airports closed, etc, etc. Dangerous travel conditions
On Thursday 8th January I tried all day to call their Customer Service and use their Chat Line to request re-scheduling our break due to the adverse weather conditions. They were obviously inundated with heavy volume of calls. I wonder why?
I have been trying to have a meaning pragmatic conversation with their Customer Services since the 8th Jan, until today which is the 21st Jan. Sadly, this service is shocking and not fit for purpose. I have reached the point where I am absolutely fed-up with Warners appalling customer services and their lack of continuity. Apparently, the insurance policy, they call it Holiday Protection, needs to trigger a RED weather warning, before refunds are considered. I ask you all out there, how many of these alerts occur in the UK? I can tell you they are extremely RARE. Warners have no viable escalation process; they will not connect you to senior managers. They use only a Feedback form process. The word complaint cannot be used.
Their own ‘Reputational Risk Assessment’ should clearly warn Warners of this situation which was unfolding on the 8th, 9th and into the 10th and was different to the norm. Moreover, the use of the Holiday Protection should have been postponed for that weekend to allow rescheduling for those who could not travel.
This is where I put the case to all those affected, ‘Has Warners Lost their Moral Compass’ by encouraging travel in those extremely hazardous weather conditions. Warners know, their cliental are mainly people 60+, many with physical issues.
I have requested to be connected to a senior manager to discuss further, but Customer Services have refused. So, I invite a senior manager, not a Team Leader, to contact me to help me find a satisfactory outcome for my complaint. This will surely help the Warners reputational image.
Experiences would be welcome, please respond.
Robert Edwards

We have stayed at Warner hotels for a very long time SO I BOOKED A HOLIDAY AT MY WIFES FAVOURITE WARNERS HOLIDAY AT BEMBRIDGE ON THE ISLE “”But this time could not get my wife diet wright what’s gone wrong with this company ‘u had a phone call some person who offered me £50 voucher I have try to get in touch to NO AVAIL GET YOUR FINGER OUTAND ADMIT YOU MADE A MESS OF OUR HOLIDAY YOUCAN STILL CONTACT ME

We have been platinum members of Warner's for many years. We have just returned from Nidd Hall. Although we did enjoy some aspects of the holiday, the many cut backs and changes made it so disappointing.
The entire ''help yourself system'' in the restaurant is impractical for many of the older generation.
Breakfast was particularly poor. Cold bacon and eggs seemingly oven -baked. Omelettes and pancakes pre-cooked and kept in containers more akin to a low cost B & B Evening meals, now no table service and I sympathised with the over worked staff, who did their best to clear dishes etc. Fine dining, it is not !
I read that the equity company Blackstones intend to sell Warners and we cant wait.
It is a shame to subject loyal customers to a diet of radical cost control, and this is not the way to exit a business.

Absolute shambles of a Company. You can't reach them by phone and after an hour on the phone waiting with hideous music I gave up. On line chat the same minus music. Messenger they don't bother to reply. All since their system changed and it's not fit for purpose. I bet if I rang the booking line I would be answered 😡

Monday 5th January we went with middletonstours.co.uk and stayed at Bembridge for 5 days we were in a signature room with king-size bed the room was clean and warm on arrival we had porterage service and was greeted with a mulled wine
Found the staff and chef to be very helpful i have lots of allergies and after breakfast the chef came to out table to help me choose 3 courses for the evening plus all of my meals were made in the kitchen so no cross contamination I was so great full to chef Dan waiting staff Ethan Ruby Katarina plus free wine with the evening meal if wanted
The entertainment was excellent each evening
Thanks to Rob and Debbie from Middletons coaches for taking us out to places of interest XX

I booked a surprise break for my husbands birthday for 1st February. Unfortunately he was rushed into hospital this week completely out of the blue and is now wiaing for major heart surgery.
I contacted the customer service line that afternoon at 3pm to hear a message saying they had reduced opening hours and would reopen at 9am the following day. I called at 9am to ask for the booking to be cancelled and explained i wasnt looking for a refund but wanted be able to rebook later this year when he's recovered.
Imagine my amazement to be told that as I hadn't purchased Warner Protection at the time of booking this wasnt possible and that i would get nothing back for a break thats cost over £1200.00.
I've submitted a formal complaint, and received a standard 'Corporate' reply repeating the same 'sorry cant do anything' answer. I'm appalled and disgusted with the reply I received and as the reason for not being able to have the break was due to a medical emergency, I would have expected a little more understanding and compassion from them.
As a previously loyal customer who promoted the breaks and locations to friends over many years, you've lost a customer for good.