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Review summary
Warner Leisure Hotels receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.
Our stay was at Holme Lacey House near Hereford. One of the Warner Leisure hotels. We visited the market garden restaurant for breakfast and Dinner when we noticed that the buffet food on the centre stall underneath the skylight window was crawling with green-bottle flies, they were also crawling on the mirror behind our table. For this reason we avoided selecting food from this area so our choice of buffet was limited to hot food only.
I believe this was wholly unacceptable and constituted a safety hazard that could have resulted in an illness.
We have visited other Warner hotels so much so that we are platinum guests and have never experienced this before.
I have stayed at 13 of the Warner Sites. Most recently was my 6th stay at Heythrop Park, my favourite of them all. The sheer expanse of the place is breathtaking. With a choice of 3 superb restaurants to dine in and 2 entertainment venues to enjoy visiting acts or the in-house entertainment team, it is the perfect place for a break.
Warner have brought in a policy of not servicing rooms the day after arrival. This is appalling. We pay a lot of money to stay at Warner, we should not have to do our own housekeeping. We are disgusted about this new policy.
This was the first stay at The Runneymede on Thames, we have stayed at many Warner's before. We were welcomed at the reception and given our keys. There is only one small lift which is suppose to hold 6 but when you get wheelchairs in there is not much room even for the carer. Food was not as good as he has been other times and the activities which are now charged for was not good either. Prices had gone up with drinks etc but there was now a service charge on drinks brought to your table. The entertainment was very good and the room was clean and tided each day. We have decided that this would be our last Warner's holiday as we cannot see things getting any betteer
FROM START TO FINISH AN AWFUL EXPERIENCE FOR A CUSTOMER. NO PHONE NUMBER WHERE YOU CAN ACTUALLY SPEAK TO A MEMBER OF STAFF . TRY TO CONNECT ON ANY OTHER SOCIAL PLATFORM AND RESPONSE TAKES 24 HOURS.
HOTEL ROOM WAS UNCLEAN , DIRTY AND EVERYTHING VERY DATED ON ARRIVAL. NO FOOD AVAILABLE BEYOND 19.30 HOURS. STAFF UNHELPFUL AND NOT FRIENDLY . BASIC REQUEST FOR GROUND FLOOR ROOM NOT KEPT. PUT US ON THIRD FLOOR. ASKED FOR TABLE ON GROUND FLOOR - NO NOT POSSIBLE EVEN THOUGH LOTS OF TABLES FREE. STAFF FROM MANAGEMENT DOWNWARDS BAD ATTITUDE, UNFRIENDLY, UN ACCOMMODATING, DONT WASTE YOU TIME OR MONEY AT THIS HOTEL. IVE NEVER WRITTEN A REVIEW EVER BUT FEEL COMPELLED TO LET ALL THE PUBLIC HOW BAD THIS HOTEL IS.
We decided to test out Warners leisure and have just arrived home, after experiencing a two night break at Warner's Corton holiday villiage in suffolk and I would like to share my honest opinion of my overall visit, We stayed in the clifftop chalets which were comfortable and very warm, spacious and clean with welcome snacks and drinks as well nice bathroom amenities and comfortable beds. The site is very small and during our time there was maintenance being completed next to our accommodation and also in the crazy golf area,(which was out of action) we were unaware of these works prior to our visit however all workmen were respectful and it wasn't too noisy so didn't impact our visit too much. There is a large dining area which also incorporates the entertainment area. We were allocated a table (83) for the duration of our visit which gave us a good view of the stage and the entertainment which was as one would expect in the holiday village environment mainly singers and a couple of quizzes, the bowtie boys was a really enjoyable hour however not much else apart from archery and rifle shooting going on during daytime.
When we arrived we ordered lunch and my lunch of a baked potato was cold and unappetizing however the staff changed but unfortunately the second potato was the same so they kindly refunded cost. The evening meal, there was lots of choice and it looked really good and service from kitchen was quick and efficient however all the food served to me that evening was Luke warm at best, therefore not an enjoyable experience but the restaurant was very busy so I decided to overlook. At breakfast the following morning I ordered eggs royal from the kitchen, It was served super quick and looked good but I was so disappointed that again this was Luke warm at best, I was concerned eating salmon and eggs at this temp may be risky so decided to head for the buffet breakfast and selected bacon, sausages and mushrooms, nice and tasty but again not very warm!! I plucked up the courage to discuss my concerns with "Trevor" the restaurant manager who was so polite and took all my concerns and said he would address them with the kitchen, he kindly arranged a refund for the previous evening and breakfast meals (we didn't expect or ask for) and that evening we enjoyed a piping hot tasty carvery meal. (Thank you Trevor) Breakfast the following morning was also good.
All the staff we encountered during our stay were really welcoming and polite. Overall I felt that this type of break is not really for me personally and I would not visit again however the value and customer service of warner's was really good and all my concerns were promptly addressed and resolved. I have given 4 stars but feel it is more 3.5 however due to the customer service received I could not score a 3.
Appalling customer service from Bourne Leisure. Following a disappointing stay to celebrate my partners 68th birthday, two days from 6th December 2024 a negative review was posted. Response received offering a £100.00 discount plus two bottles of wine for a future stay. A call was made to guest services, Hemel Hempstead and Luke offered a stay at Bodwellyn Castle, we then considered, called back, spoke to Grace without any satisfaction however have compromised
This was our 3rd visit to Warners Bodelwyddan Castle and overall, it was a good experience but not as good as previous visits.
BAD - It has lost its edge; they clearly have problems with staffing levels. There are clearly maintenance issues in respect of two of the men’s toilets (see photos). Worn out furnishings in the Atrium Bar, chairs and settees that clearly need replacing. Settees have stud covers missing on the back leaving sharp studs that can damage a jacket. The underneath of chairs hanging down in both the Atrium Bar and Mulberry’s and stitching worn out and frayed on tub chairs (see photos). We knew in advance that the pool facilities were going to be closed for maintenance until at least March 2025, but no specific reason given for the closure over many months. The leisure facilities were a disappointment as one of the usual two table tennis tables was missing. I enquired about this at the Leisure reception, who actually have the worst, laconic, indifferent, staff at the Castle. When one of them finally got off of the wooden cabinets on which he was seated they told me that the other table was broken some time ago. They could not tell me when or if it was going to be replaced. One of the leisure reception staff was rude to my wife later on in the weekend. A ‘Butterfly Active’ table tennis table exactly like the missing one is £419 inc Vat delivered next day. Warners would save the Vat and its pennies to them to replace it. Our small group was looking forward to the table tennis in view of the bad weather.
The gents’ toilets in the Leisure area and the Atrium are simply poorly maintained and foul. They are malodorous all the time. There is no evidence of regular checking during day and evening, The fans and air freshening system do not appear to work. One of the two cubicles is so small you risk becoming trapped if you turn around. Underneath of seat toilet have long term staining... and should be replaced.
GOOD- The majority of the staff were excellent, smart, polite, efficient without being servile. 'Tegan' our dining waitress or Tiggy as I called her, was superb. Always happy and we wanted for nothing at mealtimes. 'David', a 67-year-old waiter in the Atrium bar and Mulberry’s was again excellent, a pleasure to order from and always quick with food and drinks. I noticed on this visit to the Castle that quite a number were not wearing their name badges, and it appeared to be from choice rather than mislaid or lost. The same ones always had no badges. It’s hard to compliment staff with no badges. The waiter staff male and female in the dining room work really hard, especially when it was obvious that they were short staffed at times because some staff had no showed that day. The cooks etc behind the buffet self-serve were lovely, ready to answer questions about dishes. All food was superb and faultless.
MANAGEMENT - For some reason, other than in the dining section, you do not readily see supervision or management walking around the rest of the hotel facilities checking on both staff and guests. No managers or supervisors appear to be pro-active when it comes to approaching couples or groups of guests in lounges or Mulberry’s or the Leisure centre. I cannot understand why management do not approach guests and seek feedback... it should be automatic if you are in hospitality. No-one asked our group where we were from or if we were enjoying our break. The criticism in this review is outweighed by the fact that overall, we did enjoy ourselves on this our 3rd visit and of course we will go again. But Warners needs to pull its socks up. if it can afford to buy the Museum at the Castle at £500K
and then build another 37 bedrooms, it can afford to replace a table tennis table and some chairs and sette
2 things went horribly wrong and we are still awaiting a call back after 2 days. They ask you to register your bank card within 24 hrs of arrival to accomodae ease of buying drinks etc, DON'T, I only registered as I forgot to pack toothbrushes, no where near to buy anything, so registered card, big big mistake, We then had someone elses bar bill put on our account, same surname, not in our room, not in our group, no reason for this at all and she had no access to our room key card. Took the entire 4 day break to sort out as no one was capable of changing the name!!!! Still feel unsafe. Then a waiter kindly pointed out we couldn't take our own bottle to dinner(even tho he had provided us glasses) and could be fined £50 by warners, we contacted the manager to query this, he stood in front of us as we were sitting in the public lounge, was aggresive, loud and rude, I have been trying to contact customer care since this happened, impossible so far. Oh and the luxury room wasn't, it was tired, outdated and the shower was over a bath with an old plastic shower curtain and bits of plastic glued to the bath base instead of a non slip mat! I came here guys so you don't have to.
Just found out that Gunton no longer have menus on the tables. You have to go to the serving area to find that is on the menu. This is a big problem for me, as my mother is in a wheelchair. Anyway after seriously considering the problem getting my mother’s food, we decided to cancel our break. This I thought would be straight forward, as we could transfer the cost to our break in June. But no, the lady in head office said that the holiday protection charge, is only acceptable for medical reasons. How things have changed at Warners. They no longer have any respect for disabled people. Shame as we like Warners, but this has now put us off booking any more with them.
Stayed at Warner Hotel Harrogate.
WOULDN'T RECOMMEND IT!
The room was nice but with Temperatures well below Freezing and No double glazing it was cold.
During the day and nights they would turn Off the Heating, remotely set somewhere else in the hotel!!!
Stayed at warners several times before but this will be the last time, at £250 per Night and the Heating Turned OFF for 7 hours at night plus through out the day HAS BEEN AN INSULT!!!
Just returned from Warners new Runnymede. We stayed in standard rooms which were spotless and included a fridge and plentiful tea/ coffee/ hot chocolate. The beds were very comfortable and good quality bedding. Staff were friendly and helpful. It is hard to find anything to criticise, I did concur with other reviewers that lifts were small but on arrival there were porters in the car park to help with luggage so that was manageable. We found that food and service in the Brasserie was excellent and would recommend that restaurant over the Market Garden which had a different vibe. This hotel has a completely different feel to it compared to the older Warners hotel and we will definitely be returning
Went to take my coffee of the tray was told off like a 3yr old not to touch the cup until it was placed on the table in case I spilled it on me and scolded my self!!! Beef on Monday was un eatable as like leather. Poor choice of food in general. Asked for and was told this was o.k.for a top floor room on booking as there are squeaky floor boards, did not get one. Warners is not the place it used to be. Littlecote house.
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