Warner Leisure Hotels
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Unable to get hold of a senior manager
ref Littlecote 26.05.2025 4 nights Unable to get hold of a senior manager. No one on the phones can help and all the email addresses for senior people on the internet seem to have been changed. This experience relates to the Warner review I did on 12th January this year. As it doesn't seem possible to find anyone to provide a sensible a fair resolution to the problem I'm hoping I get a decent response to this. I sent the following email to two addresses and it was returned each time. The email follows - URGENT ATTENTION PLEASE Dear Mr ........... I'm disappointed and surprised that a situation has arisen forcing me to write to you. I'm a regular customer at Warner's and have been looking forward to taking my dementia wife for another break at Littlecote. Our first visit to Littlecote was in January this year. We enjoyed our trip except my wife was unable to use the shower in the bath because the screen left too little room to safely get in and out. (I subsequently left a review about this). I was told that next time simply get in touch beforehand and ask for a walk in shower. In filling in my details this time I looked at the filter options and chose twin beds. There was no mention of showers but I wasn't concerned as I decided to follow the advice and simply get in touch. The confirmation was sent to me on the evening of the 7th May. I was out the next day and Friday morning so I called Littlecote direct at around 3pm on Friday 9th and was told they were too busy to speak to me because they were dealing with the arrival of clients. So I searched the Internet for an email address and you can see below the address I found and what I said. As I hadn't received a reply I called Littlecote at around 10am today to be told I had used the wrong email address and that there were no rooms available with a walk in shower. Littlecote said they could do nothing except in the remote instance of a cancellation. So I called Warner central and they said there was nothing they could do. They said there was an option to choose a walk in shower from the filter but then said oh it wouldn't have shown if they had all been taken. I wasn't to know that was I? Surprised at the very disappointing news I said we will have to cancel. Then I was told there will be a cancellation fee. Although they were aware of the circumstances I was amazed. There was nothing I could have done to prevent the situation from arising. I had paid the insurance in case there was an issue on our part for cancelling but this situation was not of my making. The situation now is that we still would like to go on this holiday. The patio is not important and neither is the signature room. The only important things are that we must have twin beds and a walk in shower. If it remains impossible to provide this holiday then in all fairness I feel justified in expecting a full refund of all moneys paid including insurance. IN CONCLUSION - I got no satisfactory response from the management but as soon as I had time during the hotel's opening time and when they were not too busy to talk to me I called Reception at the hotel and a different lady found a twin bedded room with a walk in shower. It didn't include the Signature standard of room or the patio but I accepted it. They made no monetary concession for the lower standard of room or loss of patio.