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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
Following my previous review waiting for a refund from a cancellation of insured holiday with Warners. Today I was promised a call to refund my money but this has not happened. I am very cross as this is making the loss of the holiday due to ill health even worse. We were hoping to rebook at some time in the future but after this experience will not be doing that now.
Over the years I have stayed at Alverston Hall a few times. A bit different this year as I was on my own - my husband having died last summer.
The standards have certainly dropped.I can’t complain about the room the cleanliness is second to none. However the food was so disappointing. It was lukewarm and even food ordered off the menu was cold and congealed on the plate. I was seated at the very back of the restaurant so carrying food from the buffet to your seat leads to it being cold when
you get there
Breakfast was cold - bacon sausage etc. the tomatoes weren’t cooked. The hot plates certainly don’t keep the food
hot.
The waiting staff are lovely and do their best but not enough of them. It’s a shame really because it used to be so good. The evening entertainment was good but no live entertainment in the afternoons or early evening. There used to be. Clearly you are cutting back and I am sad I was so disappointed.
Our 2 night stay at Heythrop Park turned into a disaster after being thrown out of the hotel after getting food poisoning on our first evening. We mentioned the incident to staff which was referred to the manager who gave us two options - isolate in your room for 48 hours or leave with a full refund. We left and after a month we have still had no refund. It is impossible to get through to anyone at Heythrop Park and the lady in the head office contact centre has not followed up as promised. At no stage did anyone at Heythrop Park show any interest in what might have caused the illness (probably something on the salad bar, some prawns or a distinctly iffy glass of red wine). The immediate assumption was we had Novavirus and had to be isolated from any other guests. We will keep trying to contact Heythrop Park to progress the promised refund but after spending nearly two days trying to get through on the phone I am not very hopeful. After two previous good experiences at Thoresby Hall and Studley Castle it will be sometime, if ever, before we book another break with Warner Leisure.
My husband and I have just returned from a 4 night break at Holme Lacey. We were served so well by the staff in both restaurants and at the leisure centre. Staff went out of their way to help us and also showed a real interest in how we were spending our time there. The food was excellent as always and the accommodation beautifully clean and comfortable.
Tim and Linda Weller
We recently had a cream tea at thorsby Hall. Lady who waited on us was very friendly..a few points eggshell in one sandwich, dry bread and no horseradish in the beef and tomato sandwich so bland its on the menu, but obviously run out. We were not aware you could have 2 drinks..I think it should be made more clear.Didnt complain as its not fair on others who are experiencing their cream tea. The receptionist on the Desk seemed to have a attitude, when handing in lost property.very rude. Have sent email. No response as yet. Will contact CEO. If I don't get one.
We have just returned home from Hethrop Park, a lovely setting. We had a great delux room with a massive bathroom.
Whilst there was building works going along side our block it did not cause any problems.
The hall is very large and along way from room to Dining Rooms and Theatres, so you got your 10000 steps in.
The in house entertainment team were excellent and better than outside acts in general.
The meals were fine and yes some tables were very close, but you just ask for one with more room.
We did have a problem with some one charging drinks to our room, so check your daily invoices. It was all sorted out but it took 3 days.
Yes the new North Car Park is a distance away and was always full and plenty of unused electric charging spaces unused. So staff said just park there.
This was our second Warner's stay previously at Nidd Hall which was lovely.
We booked and paid extra for a dance break. From the start the instructors and ballroom space were overwhelmed by the numbers there booked. The instructors and staff when we complained said they were surprised by the numbers allowed. It was chaos at first then we were split into three large groups in order to get some time dancing. Instruction was very difficult because of the numbers and the reduced time. We got only a third of time we were lead to believe we would get of dancing and instruction. We are therefore asking for a significant refund.
Also the heating on chalet did not work properly. The bathroom radiator didn't heat up and the other heaters crackled and groaned . Reception didn't seem to know how they worked and the maintenance didn't come out
We complained to Warners head office who said that there more people than anticipated that took the dancing option and that an extra class had been on.
We wrote back saying that it was advertised as a dance break not optional dancing. The four day dance break cost 150 pounds more than other Four day breaks that month. The extra class was at 2230 when neither the dancers or instructors were upto to dancing. We asked for a refund but heard nothing more.
.
MIDWEEK VARIETY Dance! In partnership with dance experts, Dance Afloat, this break is dedicated to dancing and includes daily classes
Enjoy dance fit classes in the morning, beginner to advanced lessons in a variety of styles throughout the day, to a final high-energy performance in the evening. Our Dance Themed Weekend Breaks will ensure you’ll have your dancing shoes on all day and night long. You’ll even get a chance to strut your stuff, showing off all your dance moves you’ve alongside a live band
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.
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