Review summary

Warner Leisure Hotels receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.

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Flies on the buffet food

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.

A
Perfect Stay

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.

L
Deteriorating Warner service

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…

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

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Showing 61 - 70 of 996 reviews
SD
1 out of 5 stars

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 Β£33 over and above a one level room upgrade (on an Β£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.

Date of experience: April 8, 2025

T
4 out of 5 stars

Brilliant entertainment but room let down

Just been to Gunton Hall for the weekend. Entertainment staff superb - Shaun and Oli absolutely amazing with the guests , activities and entertainment! Great voices too. Waiting staff efficient and friendly- nod to George who was our waiter. All other staff were friendly. Fantastic guest acts. Things to work on: Reception staff could be a little more personable- Room smelt of urine so 3/10 for that. It came from the carpet. I asked on the second day for it to be cleaned. But it still smelled. I asked again for it to be deodorised on the last day ; reception said they could move us but I said we only have one more night and need to be close to our aging mothers to support them. It just needs cleaning. They did clean it and the smell was then very faint. Not having tea/coffee brought to the table caused congestion. A charge for archery/laser pistol shooting/axe throwing put us off accessing them. I would still return to Gunton - thank you for the great entertainment.

Date of experience: April 7, 2025

Gt
1 out of 5 stars

Booked a trip

Booked a trip , paid the deposit, my mum then was diagnosed with dementia. Rang to unfortunately cancel. They wouldn't pay the deposit back.its not the money side of it, it's the lack of compassion. Only interested in the money side. Rather book a trip with aldi than these money grabbers.

Date of experience: April 7, 2025

CR
3 out of 5 stars

Cost Cutting

Our stay at Bodelwyddan Castle was from 24th to 28th March 2025. A standard room, 332. CLEANLINESS - BATHROOM 1. Both sides of the shaving mirror were absolutely filthy. Photos taken. 2. The chrome on the mirror was covered in dust. 3. The radiator was also covered in dust. 4. The mirror above the sink hadn't been cleaned properly. 5. The top of the waste bin needed cleaning. BEDROOM. 1. On arrival it looked as though the carpet hadn't been hoovered. 2. The making of the bed seemed to be a matter of just throwing over the duvet cover. ENTERTAINMENT. Nothing outstanding. COMPLAINTS PROCEDURE. Very poor. I informed reception on 2 separate occasions on different days. Each time they took a note of my complaint and stated they would pass the message on to the housekeeper. I showed the receptionists the photos but the bathroom was stilll in the same state during our stay. On my way home I had a phone call from Bodelwyddan to confirm my room number and was advised someone would contact me about my complaint. So far no-one has. According to Warners Hotel website an email address was given to contact the CEO Paul Pomroy. I sent a complaint to the address only for it to be returned stating there was no such address. Does web information need updating or deleted? At one time standard rooms had a fridge and Templespa toiletries. However, it now seems you have to pay Β£10 for a fridge in a standard room. To have a fridge automatically along with Templspa toiletries you can upgrade to a Singnature room. I have stayed at numerous Warners Hotels and have never had cause to complain. It now seems as though a cost cutting exercise is now in place? Is this following a new CEO installed in 2024? On a positive note I found the staff friendly and courteous.

Date of experience: April 3, 2025

MK
1 out of 5 stars

Warners Cricket St Thomas poor review

Have just finished 5 day stay at Warners Cricket St Thomas, after 3 days felt I needed to email complaint. An unpleasant Manager Simon let down all the good work the staff did, his attitude to paying guests and staff was unacceptable. It seems General Manager Fern Chapman has a new complaints procedure, Just ignore complaint and don’t respond. I should have looked at reviews before booking/paying, BUT like the majority, I will never go back there. I would suggest Warners Head Office spend some time there before it has no paying guests.

Date of experience: March 30, 2025

Mp
5 out of 5 stars

Fantastic afternoon tea

Had a wonderful afternoon tea at Sinah Warren Hayling Island. The food was wonderful and served by the equally wonderful Bethan a true credit to this hotel. Our last afternoon tea was at Amberley Castle which was more than double the price but nowhere near as nice.

Date of experience: March 29, 2025

DT
5 out of 5 stars

To improve experience of the customers

My. Wife and I were staying the Lakeside Warners hotel, we have a lovely 4 days dancing week. The staff are helpful, the food and accommodations are excellent. The entertainment were fantastic. The hotel have a large clean dancing floors. The areas for improvements are: 1. To install to electronic screens in dancing hall with cameras for everyone be able to learn dancing lessons 2. The audio musical systems in the theater to be upgraded to hear better your fantastic group of singers. Drs Tavabie

Date of experience: March 28, 2025

lw
1 out of 5 stars

Customer service experience…

Rang them this morning to inform them that my terminally ill husband has taken a turn for the worse this morning with suspected sepsis and that we wouldn't be able to go ahead with our holiday this weekend, I didn't take holiday protection out because I didn't think it would cover my husband's illness so I asked if I could change the dates and they refused, I had already been notified earlier that the pool would not be up and running which I was not happy about because swimming is one thing my husband can still manage, I am gutted because I have lost nearly Β£500 ,I did think they would let me change the dates because of my situation but no.

Date of experience: March 28, 2025

GB
3 out of 5 stars

After going to Wdarner hotels quite a…

After going to Warner hotels quite a lot u shan't be going again.I wanted to change me upcoming date to a later one I had a genuine problem they wouldn't honour it because I didn't take there insurance out.They told me sell my booking or loose the money I had paid.Hows that for a big franchise like Warner.

Date of experience: March 27, 2025

AB
3 out of 5 stars

Woodlice anyone?

My wife and I had a visit this Monday 24-26th March, was allocated room WR611, the room was on opening the door a very nice surprise until you start looking around. The carpets in the room are desperate for a clean, I spent some time picking up woodlice throughout the evening, managed to put five out the window and three sadly were flushed. Monday evening by far was the best of the entertainment, there were three I believe staff singing with the backing group Street Wise, out of the three singing there was a blonde girl who was a delight to watch, she obviously enjoyed entertaining as she was outstanding. Tuesday morning, I think its not a good idea to have a later breakfast as the servers seem to be more interested in clearing up rather than making sure we had a top up on the coffee so after a wait we left for our planned day out. Tuesday evening after watching the singer who was also very good we returned to our room, my collection of woodlice grew. Would I return to Bodelwyddan Castle, no I dont think so, sad really as the castle was rather beautiful.

Date of experience: March 26, 2025

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