Warner Hotels Reviews 

We have been to Warners many times and on the whole have enjoyed it. Disappointed last October at Thorsby, no sauna, no steam room, had to walk through building site to get to pool. No extras. No discount. Tried to book this year for Hereford but will not pay the new single person supplement of £70. You've lost 4 good customers.

My niece purchased a stay for us as a Christmas present. Under a bit of stress at the moment so thought, fantastic!!

Haven’t even stayed yet but so far it has been utterly miserable. Trying to get in touch with customer service is the equivalent of a legendary quest, well nigh impossible.

I have spent hours on hold and on chat waiting to speak with someone, anyone to extend our stay to no avail.

In the midst of one of the mammoth holds, I finally get through only to have an automated message advise of new hours. Now only contactable between 9am and 1pm which is great if you’re not working. Forget the weekend, they are now closed.

A lovely gesture has turned into a nightmare. Can’t cancel because they will lose their money and can’t speak to anyone as no one is available.

I forgot to add that I did get through to the hotel once but they couldn’t deal with my query so they provided another number who also couldn’t help and the second number was just as unhelpful.

So here I am on hold again. It’s after 1pm so I have hung up. At the same time I thought I’d try the chat function and that’s as useful as a chocolate teapot.

Conclusion, if we could get out of this we would. Definitely will not spend any further monies with them, and can only hope the hotel is at least ok. At this point from the low TrustPilot score, I doubt it.

I'm trying to contact warner about an existing booking. Tried live chat . Got message saying they were available betwoon 19.00 and 20.30. Despite phoning at 19.30 they weren't available. Tried phoneline. " Busier than usual, 30 minute wait" Tried chat line again, after waiting 25 minutes no response

Superb staff. Pity theres no daily itinerary at Thoresby. The Blue room option for meals is an absolute rip off. Breakfast menu is £6.95 pp extra. Very poor, no toast. Disgusting. Otherwise the entertainment is fabulous. Overall enjoyed the break.

Extremely poor service. I have been trying to get an invoice from my stay for over two weeks, yet this seems to be an impossible task. The phone lines are only open from 9am - 1, and there is ALWAYS at least a 30 minute wait. When you get through to someone, they are a central team, and simply advise that you need to speak to the hotel - when they redirect you, you then enter into ANOTHER queue and are advised you need to wait for over 30 minutes or to call back another day! I have sent messages, and called three times now. I give up. Horrendous company, and won't recommend anyone to stay here.

Warners have definitely gone down since we first went, especially the food. The other thing I don't like with them is how they manipulate prices and rooms, how in the space of a few days can a break go up by over £100 when they are advertising a supposedly twenty percent discount, con merchants.

Booked a few nights away and had an issue with dinner on the first night. Tried to speak to a manager but they were not available. Sent an email infact sent five. Almost a week on and nobody has bothered calling me. Don’t take any notice of the money back guarantee l, it doesn’t happen. Avoid at all costs.

I used to be a huge fan of Warner Hotels – great value for money, spotlessly clean and well-maintained bedrooms and wonderful leisure facilities… as well as great food, wonderful service and brilliant staff!

I always thought the Brand really valued their loyal customers (and we certainly were loyal) and I have stayed at their hotels/resorts on loads of occasions with absolutely no complaints at all. I had nothing but praise for the great experience. My short breaks were always fantastic and I would previously always recommend Warner’s to family and friends as an enthusiastic advocate for the whole experience and their unique ‘package’. I must have put thousands of pounds of business their way over the years and was happy to do so, because they deserved my unqualified endorsement - an endorsement happily given, as Warner’s were GREAT.

With this in mind, I think it SO SAD to see the Warner brand now going ‘down the pan’ at a rate of knots. The whole operation now strikes me as penny-pinching in the extreme… and a pale reflection of what it used to be. It now seems to me that Warner’s set out to fleece their customers to the max – sky high bar prices, when they used to be reasonable, extra charges for things that used to be included and rooms that are in such a disgusting state of cleanliness that you worry you might catch something nasty when you stay in them!

My recent stay at Cricket St Thomas was a case in point. A bathroom covered in black mould and a shower encrusted with limescale that meant showering was like standing under a dripping tap. There was also a penny-pinching time control on the bathroom heating that meant the room was freezing cold when I got up at 8am, unless I first got up at 6am to turn on the towel rail in advance! A miserable experience, when I’d paid close to £800 for the two night stay with my daughter. A truly miserable and disappointing weekend.

Likewise the room was covered in a thick layer of disgusting human skin flakes/detritus and the carpet was covered in sticky indeterminate stains that meant walking on it made me feel like I needed to wash my feet in Dettol or anti-bacterial gel once I’d done so!

The evening entertainment was also not as described, which was a big disappointment, bearing in mind I’d booked on the strength of the specific entertainment advertised. Misrepresentation, in my view.

When I got home, I immediately wrote to their Chief Executive ( Paul Pomroy) to raise what I thought was a very justified complaint. I included a host of photographs with my long, detailed letter as irrefutable evidence. He didn’t even bother to acknowledge my letter, let alone initiate a response in any meaningful way. I know he got my letter as I sent it ‘Special Delivery’ and have a delivery signature, but he obviously couldn’t be bothered to answer it – perhaps these days he gets too many complaints to care? Perhaps he’s too ‘self-important’ to treat individual customers with just a little respect and courtesy? A big disappointment - a CEO should know better, especially in the hospitality business!

Anyway, about six weeks later I had an email from ‘Customer Services’ – don’t try phoning them, as I did, as you are left hanging on the line for 45 minutes at your own expense, with no one bothering to ever answer. They offered me a £100 discount as compensation for my complaint, but only if I were to book another expensive Warner’s break. I derisory offer when a Warner’s Break costs me at least £800 all in …. and I don’t like spending that sort of money to stay in what I considered a cold disgusting pigsty!

It really is a tragedy. What used to be a great Company that used to make its loyal customers feel really ‘special’, welcome and appreciated is now, in my view, a disaster area – It is a bit like watching Arsenal or Manchester City deservedly being relegated from The Premier League to the Isthmian League in successive seasons!

I certainly won’t be staying in a Warner’s again - unless things change at some point in the future and future management ‘get a grip’.

I can only hope the ultimate owners, The Blackstone Group/Bourne Leisure, do something about the situation before all their customers, like me, vote with their feet! It is such a shame to see a once great organisation driven into the ground by inept management, who treat their loyal customers with utter contempt and disinterest.

If I were looking for a weekend away, I wouldn’t touch Warner Hotels with a barge pole these days. Very sad, as I used to love a Warner’s break and would have gone on many more in the future.

Have just had another brilliant stay at Lakeside Hayling Island 23rd-28th Jan.
Just a few mentions for what makes it our site of choice.
Entertainment team are great.
Restaurant staff are always polite and helpful, Toni was always friendly and ready to help if anything was needed, nothing was ever too much and Collete is always working so hard.
Another great break, looking forward to the next one

We are platinum club Warner customers that have been going to Warners for years and used to really love it, now we enjoy the breaks and the entertainment, but the cut backs to the services are very disappointing. Having tea/coffee machines, no table service apart from taking plates, the menu choice reduced, is very sad. We used to get a bread basket, tea and coffee fresh toast, chef specials et and it’s what you want in a break, to feel a little spoilt.
Now it self service, they might as well ask customers to take their own plates to the trays like in Macdonalds
It’s a big shame

CUSTOMER SERVICE AFTERCARE - Appalling - no other word for it. Company clearly have no interest in any issues once you have paid and had your stay. We have a simple issue to sort, but waiting time for a response which has been advised we would get on many occasions, has been totally non-existent. Left on hold for an hour, no callbacks as promised! Awaiting a part refund. Told 7-10 days. It has now been over a month. We will not give up chasing this. This is our money!

Your online/telephone booking system is an absolute disgrace..
Talking to a human being is damn near impossible, get some more staff.
Waiting times of 45 + minutes is totally unacceptable!

Dreadful customer service when trying to book a two night stay at Runnymede-on-Thames.

Simply wanted to ask for a late checkout. In the "My Warner Stay" facility they have for this I was directed to the chat facility to make this request, and to wait for a human agent, as the chatbot could not fulfil this. Three times I tried, three times no human agent transpired.

I sent an email to the address provided when I was sent an auto confirmation message. Was told they cannot help me as I made the reservation through booking.com (which, apparently, makes me a second class citizen).

Went to booking.com and messaged on there. Was told I had to request the late checkout "via your booking.com reservation"...er, what? They do realise that booking.com is simply a tool for booking a hotel, and not some sort of dynamic dashboard where you can manage every detail of your stay?!

Unbelievably bad. Cancelled my booking, won't be booking with them, and will advise anyone who asks not to book with them either.

It's so sad how a once great company has lowered its standards so much that it is not a suitable option for potential guests with health or mobility problems.
The Market Kitchen is now no better than a self service factory canteen. 4 star, I think not.
Don't waste your money on Warners, they are obviously looking to attract younger and fitter guests than in the past.
Surely, if the senior management read the reviews, they would realise that customers are not happy.

Seems impossible to contact Warners after booking and payment made. Group booking for a 60th wedding anniversary, trying to add activities. No reply on phone. Chat bot doesn't appear to work, no human contact. Very poor customer service. We have been several times over the past few years but not looking forward to this break.

Oh dear - just reiterating other reviews. It’s almost impossible to contact customer services. My first and last booking with this organisation.

Once you are there it’s ok but the Customer Service is leading up to going was completely appalling. You can only ring them from 9am till 1pm or speak to a none existent chat bot other times,
I was on the phone for an hour and a half before anybody answered it. They’re very good at taking your money but trying to get answers to any question once you have paid forget it!
It’s just ridiculously impossible,
I spent a whole week trying to call them finally got through to someone who promised she would call me the following day and of course she didn’t. I’m so disgusted with their Customer Service services no matter how good our holiday is once we get there, I will never go back. This holiday has cost me £4,250 for a family holiday to make memories with my Mum (she is 92) and I am so disappointed before we have even got there, I will never go back, I have never been more frustrated with a company as this one, we are due to go on the 20th Feb 2026

Extremely poor customer service from Warner Hotels.

Following a family bereavement, we made repeated attempts (over 10 calls) to contact both the hotel and customer services, often being left on hold for long periods and promised callbacks that never happened.

Despite assurances from on-site staff that we would be contacted, we received only cancellation emails with no response to our formal complaint, no acknowledgement of the circumstances and no goodwill gesture.

I understand policies exist, but the complete lack of communication and empathy is unacceptable.

A booking procedure that just wastes customers time due to such long wait times on telepone bookings.
The lack of clear direction and the conflicting information I have received from your team in relation to my booking. I have not yet arrived at the hotel, yet the experience so far has been extremely frustrating and unnecessarily time-consuming.

Booking reference: 954KSKY36L

At the time of booking on 14.1.26 , I specifically requested that The Escape Ritual be added at a cost of £112.00. I was clearly advised by your representative that this package included a 60-minute and a 30-minute treatment for two people. I relied on this information when proceeding with the booking.
I was then told that this could not be added at that point and that I would need to either contact customer services again or deal directly with the hotel.
Today, 23 January 2025 at 10:20am only 9 days later , I contacted the hotel spa directly and was informed of the following:
• The package cannot be booked directly with the hotel.
• The £112.00 price is only available at the time of booking and may no longer be available.
• Spa time slots for my stay will not be released until late February or early March.
• The same treatments now have to be booked individually, at a combined estimated cost of approximately £240 for two people.
This directly contradicts the information provided by your booking agent and places me at a significant financial disadvantage due to an administrative failure that was entirely outside my control.
I also wish to highlight that we are using a gift card with an original balance of £975 and was told that online redemption is not possible with this method of payment . After current deductions, only £136.20 remains, which was intended to cover The Escape Ritual at the agreed price. This shortfall has been caused solely by your team’s inability to process the request correctly at the time of booking.
I therefore request that:
• The Escape Ritual be added to my booking at the originally quoted price of £112.00, and
• This matter be remedied immediately as an administrative error on your part.

I look forward to your prompt response.

We were due to go to Warners Heythrop Park on the2/1, unfortunately my husband tore a muscle in his shoulder before Christmas so couldn’t drive the 3 hour journey to get there , he was in agony and on strong painkillers, still is in fact , as we hadn’t taken Warners insurance ( £60) for 3 days , quite expensive, they wouldn’t let us rebook for a later date, we had booked the VIP experience and the drinks package , obviously we didn’t have those so asked for a refund for these at least, £169 in total , I have emailed , I have phoned and even had an online chat , I have been passed from pillar to post, still waiting for a reply, In future we will go to a hotel that accepts cancellations if anything unforeseen happens, Warners certainly don’t have good customer service,