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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
Terrible Customer Service and Promises not kept !!
After 8 Weeks a promised refund has not been returned E mails are not answered and I have been told to contact the Hotel where the Phone isn't answered. Its such a shame as we had a Lovely Stay but the After Service .........
Twice this year we have stayed at Warner first was lakeside the second time was at corton after both breaks I have complained about being given a restricted view of the entertainment but they never got back too me to explain and that is the reason I have only given 3 stars as we are very happy with most things at Warner but it would be nice to actually see the show,on the latest visit I was informed that if I was to pay another £95 pound I could have a VIP table as all the tables with a view of the show were gone I naturally refused to pay anymore but surely if you take someone’s booking you should only do so if they can enjoy the show especially as they paid the full price without any discount for having a restricted view
I have been going to Warners, mainly Cricket St Thomas, for a number of years. However, this year the booking process, that used to be straightforward, has become an obstacle course. It even asks if I am booking for fewer than nineteen people! I have to untick umpteen boxes just to select Cricket St Thomas. How many nights? Another umpteen boxes. I rang Customer Services and the young woman I spoke to had worked there for only six months. She had no idea what I was talking about when I said that online booking had changed and was now hard to navigate. Added to this, the discounts and special offers from Warner that regularly arrive in the post, are not easy to find when booking.
Subject: Complaint Regarding Recent Stay at Thoresby Hall – Manor House Suite
Dear Warner Hotels Customer Service,
We have just returned from a stay at Thoresby Hall, having booked what we expected to be a premium experience in a Manor House Suite. Unfortunately, our visit was a considerable disappointment.
Upon arrival, we were greeted by a large section of wallpaper hanging off the wall, dead flies on the floor, and a general lack of cleanliness that suggested the room had not been dusted in quite some time. To make matters worse, we discovered a pair of knickers left in the wardrobe – a clear indication that housekeeping standards had not been met.
The bathroom fan automatically switched on in the morning and remained on until around 9pm, which was both noisy and disruptive. Overall, the condition of the room fell far below expectations for the category and price we paid.
When we raised our concerns with a staff member, we were disappointed by their dismissive attitude and lack of concern for our experience.
Having read similar comments in online reviews, I regret to say that it appears Warner Hotels' standards have declined significantly. Sadly, this experience has deterred us from booking with you again.
I hope you will take this feedback seriously and use it to improve the quality of service and accommodation offered at your properties.
We`ve stayed at several different Warners Hotels over the last four years and have always found them to be enjoyable and good value for money. Food, service , entertainment and activities have been good which make up the Warner offer that so many of their target Customers enjoy. However beware Warners, your
Crown is slipping !
We`ve just returned from Norton Grange on the Isle of Wight, our fourth visit there and had a very enjoyable time. But changes are clearly taking place, obviously to reduce costs and from reading other reviews on this site, these changes are being rolled across all Warner Hotels. We all know about the pressures of increased N.I. costs, minimum wages and new Employments rights coming soon, but passing on increased costs to the Customer and lowering service levels will only drive Customers who have been loyal to Warners for many years into the arms of their Competitors. The key changes we`ve noticed so far are :
1. Rooms not being serviced every day - I wouldn`t expect to have to make my bed or clean the toilet in a 1 Star Hotel ! ( This is so we can chill in our rooms undisturbed on day two of our stay ! )
2. No Special Breakfast food being offered from a menu that is brought out from the Kitchen to you.
A very limited choice of this kind of food being offered at Dinner time. ( Guests with mobility problems would have found this previous service valuable )
3. An £8.50 charge now being made for Range activities i.e. Archery, Rifle Shooting and Axe Throwing - to encourage people who have booked the activity to turn up ( Rather than charging, just take a deposit, refundable when you turn up )
These changes are more noticable to those of us who have frequented Warners for some time and I wonder what will be next ? I feel Warners should also be up front about why these changes are being made. Many of us have been involved running large Companies and do understand the pressure of rising costs. Being honest with your Customers is much better though than making up bizarre excuses.
We`ve just booked another break at Warners, but we`ll be watching to see if the Tipping Point comes when the reduction in value for money and good service is just too much to bear any longer.
My wife and I booked a 3 night stay at Heythrop Park because, after looking at Warners web site, it looked very nice, especially the food menus and restaurants that were supposed to be included in the price. A couple of hours after booking over the phone we tried to reserve the Brasserie 32 restaurant on line because that was the main one that we wanted to go to, and probably had a big influence on the reason we were encouraged to book the stay, but it was fully booked so it appeared that we couldn't dine there at all. So we tried to phone Warners back to find out what was going on but couldn't get to speak to anyone until the following day when we were told we would just have to eat at one of the other dining venues. I complained that the person who we booked through the previous day should have mentioned this to us so we wanted to cancel and receive a refund. Was told that as we had booked less that 24 hours ago they would do this so we are still waiting for it and hope they do so. I think it's terrible that a company can say that something is included in a package like this and then tell us it's not, especially when they must have known at the time of booking. It's no wonder they have so many bad reviews and I can't find any where they have given a reply like a lot of other companies do. I have given them 2 stars because of our experience of this and not knowing what the stay would had been like had we gone ahead with the stay but will never consider booking with them again.
Our booking for six rooms was cancelled by Warners in favour of a Company called Solos. We did eventually receive our deposit back but Warners would only offer us an alternative date. Apparently this is common practice with the hotel and very disappointing if you wish to book a particular event weekend
Booked a weeks holiday for 27th June 20253 on 27th…
Booked a weeks holiday for 3 on 27th June 2025 . In March I badly burnt my left foot and was treated at the burns unit at Plymouth Hospital. Was given anti biotics.
The burn did not heal so I was given a much stronger dose.I felt really un well and was seen at home by a doctor.
I developed constipation 2 weeks ago so was prescibed powders and last week I developed very bad diorhea.
Because of this I was advised to try and move our holiday to a later date
My wife rang Norton Grange Hotel and was told as we did not have Warners cancellation plan this could not be done
They said someone else other than our name could take over the booking. This is not doable, so only our daughter can go
I am sure the hotel would not want me in their hotel in my state and we would not want to be 150 miles from home and our medical care.
I think this un reasonable as we are preparde to submit medical.proof. From the hospital our gp and our surgery. y
We have never taken out an insurance in the UK in my 85 years. We have patronised Warners ,Butlins and we had a static caravan with Haven for 10 years at Brixham.
It is a catcch 22 situación
We donot want our money back but we cannot afford to lose a lot of money.
Thank you, David Bath
Paignton.
I have been going to Warners for about 30 years, we recently went to Heythrop Park and there went many complaints that we had and photos of evidence that we sent to 8 email addresses of Warners.
These were sent on the 29th May 2025 and it is now the 6th June 2025 and we have had no reply despite chasing them up.
When addressing the situation to the team leader we also received no apology or acknowledgement of the issues brought up.
I am quite disgusted with the poor customer care and will definitely think carefully before booking again.
Booking reference 13654729
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