Tony

Tony

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1 out of 5 stars
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Reviews by Tony

WA

Warner Leisure Hotels

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1 out of 5 stars

This is the complaint about a ruined Golden Wedding Anniversary

This is the complaint I made to Warner HO in Hemel Hempstead, they have no interest in customers complaint. They have no complaints procedure and ignore anyone that dares to raise their concerns. The average person only gets one Golden Wedding Anniversary and Warner Leisure Hotels ruined it. FAO Customer Complaints department. Booking Ref No13587833 I wish to complain about the absolutely ruined golden wedding anniversary break I booked with you on the above booking reference. Your advertising and terminology used in your literature and your website really need to be looked at if not by you then by The Trading Standards. I had booked a VIP experience and the best room with balcony and sea view. On arrival I was assured that the car park was near to the room, it is a dedicated car parking space with your room number marked out in the Royal Car Park, the room was nowhere near the parking bay, so much so that after walking around the corridors to find the number I had to go back to the car park and bring the vehicles round to another area closer to the building to unload. The alternative was to drive back to the poor lady you have standing in the cold at a wooden shed telling clients where to park and giving you your room number and literature. After taking our luggage up to the room and then parking back in the bay with the space marked 401 with the disabled logo which neither of us were, we proceeded to unpack and try and get over the first couple of hours, I read the literature and found that we needed to register our debit/credit card, I looked out of the balcony window to see that the view was of the car park and no balcony with see view, when registering my card I pointed out to the receptionist that the room allocated was not as booked, her answer was “Oh you booked on line” and that was it. The room had a stained carpet, the bottom of the chairs was falling out and the bath panel was cracked, again the description on your site was so far from the reality that it was a false statement. I have included pictures to show that this is no exaggeration. I did contemplate leaving but that would have meant spending our 50th anniversary travelling instead of the VIP royal Experience we had looked forward to. Our next experience was the first meal that was some chicken with roast potatoes and broccoli, all that was left in the tray of chicken was 5 legs that were more bone than meat the roast potatoes had been under the heat lamps so long that I had to warn the wife not to bite into one (That is if you could cut though them) because you could damage you teeth on the outer surface. Your advertising says for the extra charge you can have a dedicated table this is no different to any other guest and a dedicated waiter, the waiters serve the same amount of tables each, so this was definitely false advertising as was the Royal Room with balcony and sea view, you even supply a picture depicting the balcony and with view. We booked an experience of Archery and Rifle shooting, when attending the first of these no staff turned up we waited 10 minutes and decided that this was not going to happen I have included a picture of what the archery range looked like you would have been expected to stand in mud if this had taken place, after that we did not bother standing in the cold for the rifle shooting the next day when the week end had already been ruined. You even place literature in the room offering the same booking for next year with the room description “Royal room with balcony and sea view “ You send emails asking for dining time but these make no difference at all. We booked a late checkout 12.00 but your welcome email states 10.00 check out. My company Impact Group organised day trips and short breaks UK and continental as part of our coach hire business and we had to be careful that our descriptions were not misleading, I am surprised that your standards are far below what would be classed as reasonable by Trading Standards.