Jimmy

Apr 22, 2025

So many issues and so little concern or interest

Attempted to make a group booking for 22 people to celebrate a special birthday. To begin. We were sent between the venue (Haythorp) and the group booking team 5 times before we could get someone to take our deposit. Specifically requested a table or tables together for 22 people and was assured that would be arranged. Turned up on the first night at our allocated dinners slot to be told by restaurant staff they didn't know we were coming. Not a great start. 40 minutes later we are called in for dinner. A mix of tables spread out across the back of the restaurant is the totally unsuitable arrangement. So much for a group booking. I will add food was of good quality and plentiful. The staff did there best but it was never a birthday celebration as we should have been provided. Due to the late dinner fiasco we were unable to find seats for everyone at the music event which was already halfway through. So we gave up on that. There was no advice or information provided on pre-booking the on site activities. So when we tried to book on arrival we found most were fully booked. Probably the benefit of being a regular Warners visitor. On the Saturday there was a music quiz in the large theatre. When we arrived in plenty of time it had been moved to a bar area. This was a popular activity, probably as it didn't need to be booked in advance. Unfortunately they allocated one member of staff to attended to bar leading to a 30 minute wait to get served. And as the area was clearly not big enough for the numbers attending, 90% were left to stand for the duration. The Sports bar was clearly displaying there weekend deal on all the tables and on the bar counter. 20% off all drinks whilst the game is on. A great deal I thought but unfortunately non of the bar staff were aware or if they were they were not implementing it. I and others were effectively over charged. I brought this to the attention of the bar staff and received an blank expression. After speaking with the bar manager he refunded the amount I had been over charged. I can only assume everybody using the bar during the offer period were over charged that weekend. I have submitted these issues to the hotel and received a reply from a manager (Ryan Howe). And basically the lack of a group table must be down to our group booking table times individually. (That is not correct however would assume Mr Howe will have evidence he's claim, although none has been produced). No explanation why the two main music events are not clearly advertised as being on at the same time. The website leads you to believe you will be enjoying two main events on the Friday evening when that is not possible. Regarding the over crowded and staffed quiz. Mr Howe will give feedback. Not much use after the event and unless I go back I'll never know if he did. Strangely he made absolutely no mention of the lack of information regarding pre booking the on site activities. And even more concerning never addressed the overcharging that took place for the whole weekend. I can accept not everything is going to go perfectly, especially when it's a larger group. But the lack of concern when these issues are brought to your attention is just not acceptable.