Warner Hotels Reviews 4,027

We’ve been going to Warner for 21 years and disappointed with how the standards have dropped the last couple of years. But we have never had a problem with the bill you get for drinks etc until this week when we stayed at Studley Castle. When the statement came through on my phone on the Tuesday morning it showed that we had food and drinks 2 hours before we arrived on the Monday! I queried the bill at reception and after explaining that we weren’t there when the food was purchased they refunded the money into our bank account but with no apology. So watch your statement carefully. Other than that overall it was an ok stay

I registered a complaint with Warners about our Christmas, over priced and disappointing, experience but apart from an acknowledgement received early January I have heard nothing since.
I have attached a photo of the table that greeted us all for dinner on Christmas Eve, Boxing Day we didn’t even have the glasses.
The food, well where do I start, no specials from the kitchen any more, get your own cutlery and tea and coffee. One comment from a guest was ‘they’ll want us to wash up soon.'
One carving knife used for beef and gammon.
Desserts well, I don’t know where to start. One example was the trifle. It was a glass dish of jelly with spray cream. Not my idea of trifle.
All this for a horrendous price for 4 nights.
Oh and the bedroom was cold on arrival, I would have thought we might have had a warm room, see comment about price.
The emails I found online and through Companies house are wrong so I thought I would contact Bourne Leisure for some emails.
No luck.
If you want to speak to Warners you have to dial another number that is told to you very fast. When I eventually managed to get the number written down it just took me to the booking number.

Why is it so hard to talk to someone at Warners?

We visited home lacy Warner hotel for a three night break to celebrate our anniversary and my birthday . To say we were disappointed with the food was an understatement. We informed the hotel prior to arrival and on arrival that my husband and I are both vegan . For breakfast there was a vegetarian cooked breakfast with a vegan option which we asked for , only to b told there was no vegan option on that day . I was also offered a ham sandwich at lunch time , the staff need educating . I spoke to the catering manager about the issues , she was not very helpful and quite dismissive. I did however speak to one of the chefs ( James) he was very helpful but come meal time the desert I had been promised didn't arrive . Extremely disappointed, will not be returning

Well where do you start?
Just returned from a weekend at Nidd Hall starting on Friday the 9th January to celebrate my 83 rd birthday.
We have been many times to Warner hotels but have noticed many changes, mainly CUT BACK changes.
The rooms are not serviced on the day after your arrival and Management tell us quote”that it is time to give us to settle into our room” I can’t believe that comment if you go on cruise ships your rooms are serviced twice a day from day one. EVERY DAY.
The service in the Market Kitchen is not good enough at breakfast which is TOTALLY SELF SERVICE you have to fetch your own tea and coffee, water fruit juice etc etc and make your own toast this is not acceptable particularly for disabled people like myself. And were does health and safety fit in there? The cutlery and crockery are not acceptable, the previous nights foods was found still on mine along with someone else’s lipstick ( not good enough)

When we went into any of the lounges for our morning coffee ( which was served tepid) the room temperature was also tepid, and some people were sat with their coats on. I was not warm at all during my stay there.
My final comment to complain about is we were not told before we left to come to Nidd Hall that they had got NOVAVIRUS floating about the hotel and the only notification I saw was a long speal on a A4 sheet in the welcome pack about it which I didn’t see until day 2 . By that time it was too late as my husband who is suffering from cancer succumbed to the VIRUS.
He has since been really ill because of catching this and had we been told previously they had this virus we wouldn’t have gone!
For a four star hotel it only deserves a one star for me and I doubt we shall be going there again or any other Warners for that matter.
It is worthy of note that Warner Leisure hotels / Bourne Leisure is owned by the Global Investment Company Blackstone based in the U.S.A.
We feel that the American influence has had a dramatic effect to the service that the guest receive.
M. H.

NO GO COMPLAINING AS CEO AND GM DO NOT REPLY. SHAMBLES. 3.2 Star Reviews says it all.

Heythrop Park – Historic Grandeur Undermined by Poor Service and Guest Safety Concerns 23/27 December 2025. Had better service in Premier Inns

My wife and I recently stayed at Heythrop Park over the Christmas period paying over £2000 for the privilege, for 4 days. While we did enjoy aspects of our stay and appreciate the hotel’s historic setting, we feel compelled to raise several concerns regarding service standards and, more importantly, guest safety.
We have stayed in a wide range of hotels, from upmarket establishments to Premier Inns, and we are not habitual complainers. However, the issues outlined below were significant enough to warrant formal feedback.
Lack of Service and After-Hours Support
While “historical grandeur” is appealing, it does not compensate for the absence of basic operational support. There was:
No direct housekeeping or room service contact
No on-hand security contact
Reception being the only point of contact, closing at 5.30 pm
This proved problematic on multiple occasions.
Restaurant Service – Brasserie 32
On our first evening, we had a reservation for dinner at Brasserie 32. Upon arrival, although approximately five staff members were present, no one acknowledged or checked us in. After waiting around five minutes — with other guests queuing behind us — one member of staff eventually stated that “someone will be with you shortly.” The lack of attentiveness and warmth was disappointing.
No Direct Housekeeping or Room Service Contact
One evening at approximately 8.30 pm, we retired early. My wife attempted to make a cup of tea but discovered the milk was off. She telephoned the number provided for after-hours assistance, which in fact, turned out to be the same number for Reception — already closed.
She remained on hold for approximately 20 minutes with no response. After hanging up and retrying, someone eventually answered around 9.00 pm, only to inform her that she would have to wait until 10.00 pm.
We were staying in the North Wing. I have difficulty walking, and my wife (aged 77), already in nightwear, felt she had no choice but to get dressed again and walk back to one of the restaurants to obtain milk herself.
Housekeeping Failures
On the third day of our stay, we returned to our room around Noon, after breakfast, to find that Housekeeping had been, but:
The bed had not been properly made, just pulled up
No toilet rolls in the bathroom
While returning to our room, we encountered a young housekeeping assistant in another corridor. Although she was not assigned to our room, she kindly provided toilet rolls. Upon returning to the room, my wife discovered there were also no towels.
The same assistant came to our room, supplied clean towels, and noticed that the bathroom had not been cleaned at all. She then proceeded to clean it herself. This was greatly appreciated, but it highlighted a clear breakdown in housekeeping procedures.
Christmas Day Lunch – Market Kitchen
Before arrival, we were required to pre-book our Christmas Day lunch and had a reservation for 2.15 pm at the Market Kitchen. Despite this, we queued for approximately 45 minutes behind an estimated 150 other guests and were not seated until around 3.00 pm.
After our meal, guests were invited to the Orangery for coffee, tea, and chocolates. However, because of the delay in seating, by the time we finished dining, there were no staff present and no refreshments remaining, having been taken by guests with earlier dining slots. We were not alone in our disappointment.
By approximately 5.30 pm, due to the prolonged delays, we were too full to attend our Christmas dinner booked for 6.15 pm, which had already been paid for.
Guest Safety and Lack of Security Contact
Unlike other hotels, there was no direct security contact available. In fact, we did not see any security. This posed a genuine concern.
The majority of guests, including ourselves, were elderly, many with health issues and some staying alone. Given our earlier difficulties in contacting anyone after hours, we were left wondering who we could contact in an emergency — for example, in the event of a heart attack or a fall in the shower, particularly for guests staying in remote areas such as the North Wing. Other guests shared these concerns.
We offer these comments in a constructive spirit and hope they will be taken seriously, as they significantly detract from what could otherwise be a truly excellent hotel experience.
R A PHIPPS

On trying to sort out my bookings. You need to wait a long time to speak with customer service. Over an hour!

I had to remove one of the family off the bookings. As there was three of us. The single room is what two guests pay. The cost of the holidays went up in price!

I had little choice but to cancel the holidays. As the single room rate is way too much!

Very disappointed with Warners. If you are single you need to be careful when booking as you could end up paying for two guests!

I have been booking with Warners for many years, taking multiple breaks each year. They class me as a Platinum customer.
So I was rather surprised that when I asked if I could move a holiday from one date to another I was told that was not their policy (within 12 weeks of the break).
Now I quite understand that they would not want me to cancel a booking (although many businesses would allow it for the sake of goodwill) because that would lose them money.
But I wasn't asking for that I just wanted to move dates - something that would not lose them any money. In fact because I wanted to bring the date forward it would give them more time to re-sell my first booking so would actually have benefited them.
But they stuck to the small-print of their policy and refused.
Now in many situations they use their discretion and do allow things to happen against their policy - for example when someone related to a customer is ill they might allow a cancellation.
So they DO have discretion - they just chose not to use it.
And the result? I was a very happy customer who recommended them to everyone. Now I'm an unhappy customer who won't book with them again and who will not recommend them to anyone.
So they have lost out ... and for what? As far as I can see for no reason at all. What a terrible way to run a business.

I recently had a Twixmas stay at the Warners Lakeside Hotel. I had problems with my hotel room and took photos to back my complaint. In checking out I spoke to reception and explained the issues I had experienced hoping that they would take my comments on board. They arranged for me to speak to the supervisor of housekeeping who apologised and said I should have said something about the issues and they could have done a deep clean. I pointed out it wasn't my job to check their rooms were dirty and the dust dirt and cobwebs had obviously been there for a long time and showed her the photos to confirm this, all I got was another apology.My stay was with a large group of friends and we all paid the same price. My chalet was very old small tired dirty and unloved. A lot of my friends had the refurbished chalets which were lovely. How can Warners justify me paying the same rate as my friends who had a far superior room also it wasn't pleasant staying in a dirty room. On my return I tried the online chat on the warners website which I found impossible to chat to a real person. I rang the customer service number and selected the option to discuss your recent stay where I was informed that customer services cannot speak to me regarding a complaint and directed me to the website to complete a complaint form which I have did and submitted it. It's been 3 weeks now since I submitted my form and I'm told they have 28 days to respond to my complaint. I am so disappointed at the response or lack of response I've received from Warners Hotels having worked in customer service things can go wrong but the sign of a good company is how they deal with it when something has gone wrong. I am concerned that I'm not going to hear back as looking on line people have said they had waited 2 months and not heard back yet are Warners hoping customers will give up by making it so difficult to speak to someone. Come on Warners please look after your customers and help them when there is an issue. I wish I could share the photos of my room to show how bad it was. At the moment because of the experience I've had and received sadly I could not recommend staying at the Lakeside Hotel on Hayling Island Havant.

This review is for the hotel booking service.
The Warners website did not cater for my requirements.
I phoned Warners & was connected to LYNELLE.
She was A1, top notch.
My probs gave her a bit to sort out but sort it out she did, thank you very much Lynelle, a very pleasant phone call.

When we booked with Warner HotelsNidd Hall for 9 th to 11 January we realised there was a risk at aged 80 & 84 one of us could be unwell. Under the circumstances we paid an insurance premium to cover that eventuality. Sadly my wife has spent most of the last three weeks in and out of the Doctors and York District Hospital but always hoping they could get the issues sorted and we could travel,it was not to be. On ringing to cancel and obtain either repayment or a credit note we were told that there was an administration fee well in excess of £100. This to my way of thinking totally immoral. We requested the phone representative to allow us to speak with a line manager and understand this could be two days but a subsequent auto email from them suggested that our complaint was about pricing. A letter with appropriate wording needed to be obtained from our Doctor stating why my wife was unable to travel was going to be sent but as yet nothing has been forthcoming. My initial attempt to contact them took over five hours to be responded to.

I had break booked at Heythrop Hall fully paid for due for the 12th to the 15th of December. Unfortunately I was taken seriously ill on 2nd December spent 8 days in Intensive care
On leaving hospital on 10th of December I contacted Warners immediately of my situation and informed them I would not be able to come. I told them I did not want a refund but requested moving my break to an available in 2026. They said as I had not taking out cancellation there was nothing they could even with a supporting letter from the hospital. They proceeded to email me within a few hours to say that they cancelled my break due to illness
Why I am do angry is that they cancelled my break not me. Imay have chose to send my wife and son to the break
Furthermore why did they choose cancel when it was already booked and paid for
Was it to sell it as a last minute break. If so that is totally out of order
For someone pride themselves on luxury and what they offer. There customer service is appalling

The whole 4 night stay was a shambles.The dining experience was dreadful the food was just warm never hot(that's breakfast and evening meal).long queues to get into the hall ,tables crammed in close together everything is now. SELF SERVICE! Including starter and dessert I found this hard as my husband has a disability.we paid over £2000 for 4 nights a little bit of service would have been nice.Also the late lounge entertainment door is locked now until 2000hs forcing everyone to cram into the bar opposite.When I told a member of Warner's about my concerns they informed me that a line Manager would telephone as soon as we returned home I am STILL WAITING!.Myself and my husband have been coming to Warner hotels for over 20 years and are platinum members we both feel extremely let down. Mrs K Wakefield Spalding.

Our room was extremely disappointing . The smell coming from the shower & toilet was terrible ,we kept the fan on the first night and door shut but the noise of the fan kept us awake !!!!!! The room was so small .we left after 2 days because of the horrible smell. It ruined our Christmas, we were so disappointed and would like some sort of compensation

I booked a holiday on 31st December,but the next day,realised I had made a mistake with the booking,so contacted Warners on the 6th January to amend the booking,only to be told that there is no way that you can amend a booking after payment,and to do so would incur a charge of 100% of the holiday payment!!!
They flatly refused to help in any way at all,and even though I paid extra for Warners Protection Plan,was told that I still could not make any amendments whatever,once the holiday was confirmed.This is my first Warners booking,but will also be the last,I will never use them again.Anyone thinking of booking with them be advised to double check all the details before payment,because Warners do not make any allowances whatever for mistakes

Just back from Nidd Hall who had just experienced a noroviris outbreak. Not informed of this until we arrived and this was by way of an information leaflet in the welcome pack . Clients should have been advised of this before arrival . Food was mediocre and service was dreadful in restaurant. Tables not cleared in a timely manner we had to put our dirty plates on an empty table. Wine ordered but had to be chased up and as for.getting a coffee asking 3 times is totally unacceptable. We actually left a day early and would never return

Based on trying to contact the company to sort issues prior to a stay I can only say I have never known such diabolical service from a hotel group. Impossible to talk to someone (within their published opening hours), chat bot shows that Warner do not understand AI. Had I known what I know now I would never have booked. Terrible company that are happy to take money but seem to have zero interest in customer service. Not acceptable in any industry but even worse in the hospitality industry

We have always considered Warner to have that extra sparkle, something a little better than alternative options. Unfortunately, after our recent stay, it feels as though that shelf life is coming to an end. It seemed as if every penny had been squeezed out while giving very little back to the customer. The menu choices felt basic, the accommodation was poorly maintained, and there was a noticeable lack of attention and customer service across the board.

After checking in, we went to our accommodation and were disappointed to see the bathroom in such poor condition. The skirting boards were rotten, which was impossible to ignore while using the toilet, and the mastic around the window was broken. We also discovered that the heating thermostat in the bedroom was not working correctly, and as a result we were very cold that evening.

Dining and entertainment were equally disappointing. We had to pre-book a dining time, which we don’t particularly like as it restricts what you can do during the day, but we booked for 6pm. We arrived at 5:50pm, as you would for any normal restaurant, and stood waiting to be seated while several staff members walked past without acknowledging us. We were eventually told they did not open until 6pm. Instead of simply showing us to a seat while we waited, we were made to feel awkward and ended up leaving to go to the bar.

We then sat at a dirty table and were left to work out that we either had to order at the bar or use the app. We ordered via the app, despite there only being two people in the bar queue, and waited a further 20 minutes before asking a member of staff for help. We were told the app is slow and sometimes doesn’t work, and that bar orders are served first. By this point we were running late for our dining slot and left feeling frustrated. We rushed our drinks and hurried back to the restaurant.

We ordered a bottle of wine and a spirit, but had to return the wine glass because it was dirty. This seemed particularly careless given how many staff were standing around earlier with nothing to do. Throughout the stay, we repeatedly received dirty or chipped glasses, and on one occasion a chipped glass grazed my lip. On three separate nights we had to request replacements.

The entertainment manager’s appearance and presentation also felt unprofessional, which did not give a great first impression for a weekend welcome. Some waiting staff appeared smart, while others wore trousers that were too short, and we noticed inconsistency in how different tables were greeted and informed about the menu. One member of staff didn’t even know what the catch of the day was.

On our second night, a waiter accidentally took away our dessert spoons. When our desserts arrived, we asked for replacements, only to be told five minutes later that only teaspoons were available because dessert spoons would take longer to clean. This summed up the general lack of care and attention.

Sadly, there was no sparkle, no sense of Warner magic, and certainly no sign of the warm customer care we once associated with the brand. It was not the Warner experience we remember from years ago, and it left us feeling very disappointed.

I stayed at Thoresby Hall From the 12th December to the 15th. I have stayed at this hotel twice before and at other Warner Hotels on 4 separate occasions so I am more than familiar with how they operate. My stay this time was really poor. So disappointing. I was advised the site was undergoing renovation work but that building work was limited to Monday to Friday. Not so, it continued throughout the weekend and on Saturday I ate breakfast while 4 electricians on scaffolding towers looked down on me. I booked a spa treatment which ended up being in a 3rd floor bedroom. The changing room for the pool was a tiny zip up tent at the side of the pool. The food was the worst bit, not up to standard, limited choice and served through a serving hatch. It was like a works canteen. A 3 night stay cost m £600 - I'd have had a better and cheaper experience at a Premier Inn. Over priced and underdelivered. I would give them no stars if I could.

Sort out its customer service. Been trying to contact them for 2 days both on the phone and chat nothing but horrible music

I don't know what has happened to warners recently. I have been to Alveston Hall a few times and Boddelwydan castle in the last few years with no problems and enjoyed them a lot.
However I've been to Alveston Hall twice this year and been sick on both occasions. The last one being on 27th December 2025. I had one evening meal and started vomiting just after midnight. I went home the following morning. I slept for 16 hours when I got home.
I've been offered a voucher for £134 approximately which I've refused as I said i wouldn't go to a Warners holiday again.
The lady said no one else had reported sick at the time. But the 1st time a went I was asked to stay in my room or go off site. Do you think people will report anything if they are sick again. I don't think so.
Very disappointed with all this and the lady said I was being irate when I wasn't.
I'll never go again.
Livid
Joyce cross