Warner Leisure Hotels
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How can a hotel company have such awful customer service standards?
This review is specifically about the head office team of Warner Hotels in response to a complaint submitted about our experience at Gunton Hall (which in itself was a one star experience). Due to the hotel not dealing with a serious problem during our stay, completely ruining our holiday and producing a migraine during the stay, we were forced to escalate our complaint to head office expecting them to be more customer focussed - we were wrong! The person to whom the complaint was assigned, Natalie, has been exceptionally good, ing with the issue even when not in the office and actually taking the time to listen. Unfortunately she is constrained by her management team who seem to have no regard for the satisfaction and wellbeing of their guests. Our holiday had involved two sleepless nights due to a continuous noise in the room, a migraine, missing out on evening entertainment, and hours spent trying to get the hotel staff to deal with the problem and eventually (after 2 days) moving to the most basic room available. We had complained to head office that the compensation offered to us was what would have been offered had we simply moved at check-in and took no account of the distress and hardship during the holiday. Apparently Warner Hotels head office seem to think that offering £33 over and above a one level room upgrade (on an £800 holiday) is all that our ruined holiday and migraine is worth. When their holidays go well they are excellent, but this experience of their customer care when problems arise has left a very bad taste for us and has lost them a loyal customer. The fact that they have no escalation process for their complaints when customers are unhappy demonstrates a bullying attitude and flagrant disregard for their customers. Avoid this company like the plague if you like to be valued by the hotel with whom you have booked your holiday, as to Warners you are clearly nothing more than a booking reference and an inconvenience.