Warner Hotels Reviews 

On January 9th, 2026, my partner and I were really looking forward to spending a 3-night break at Warners Alvaston Hall as regular customers. Well, we all aware of Storm Goretti sweeping in with extreme hazardous travel conditions forecasted. Additionally, we are all made aware of the travel warnings from the Met Office (Neil Amstrong, Chief Operational Officer), and the media who were advising ‘do not travel, stay in doors’ unless absolutely neccessary. Trains, planes were cancelled, roads blocked, heavy congestion, schools, airports closed, etc, etc. Dangerous travel conditions
On Thursday 8th January I tried all day to call their Customer Service and use their Chat Line to request re-scheduling our break due to the adverse weather conditions. They were obviously inundated with heavy volume of calls. I wonder why?
I have been trying to have a meaning pragmatic conversation with their Customer Services since the 8th Jan, until today which is the 21st Jan. Sadly, this service is shocking and not fit for purpose. I have reached the point where I am absolutely fed-up with Warners appalling customer services and their lack of continuity. Apparently, the insurance policy, they call it Holiday Protection, needs to trigger a RED weather warning, before refunds are considered. I ask you all out there, how many of these alerts occur in the UK? I can tell you they are extremely RARE. Warners have no viable escalation process; they will not connect you to senior managers. They use only a Feedback form process. The word complaint cannot be used.
Their own ‘Reputational Risk Assessment’ should clearly warn Warners of this situation which was unfolding on the 8th, 9th and into the 10th and was different to the norm. Moreover, the use of the Holiday Protection should have been postponed for that weekend to allow rescheduling for those who could not travel.
This is where I put the case to all those affected, ‘Has Warners Lost their Moral Compass’ by encouraging travel in those extremely hazardous weather conditions. Warners know, their cliental are mainly people 60+, many with physical issues.
I have requested to be connected to a senior manager to discuss further, but Customer Services have refused. So, I invite a senior manager, not a Team Leader, to contact me to help me find a satisfactory outcome for my complaint. This will surely help the Warners reputational image.
Experiences would be welcome, please respond.
Robert Edwards

We have stayed at Warner hotels for a very long time SO I BOOKED A HOLIDAY AT MY WIFES FAVOURITE WARNERS HOLIDAY AT BEMBRIDGE ON THE ISLE “”But this time could not get my wife diet wright what’s gone wrong with this company ‘u had a phone call some person who offered me £50 voucher I have try to get in touch to NO AVAIL GET YOUR FINGER OUTAND ADMIT YOU MADE A MESS OF OUR HOLIDAY YOUCAN STILL CONTACT ME

We have been platinum members of Warner's for many years. We have just returned from Nidd Hall. Although we did enjoy some aspects of the holiday, the many cut backs and changes made it so disappointing.
The entire ''help yourself system'' in the restaurant is impractical for many of the older generation.
Breakfast was particularly poor. Cold bacon and eggs seemingly oven -baked. Omelettes and pancakes pre-cooked and kept in containers more akin to a low cost B & B Evening meals, now no table service and I sympathised with the over worked staff, who did their best to clear dishes etc. Fine dining, it is not !
I read that the equity company Blackstones intend to sell Warners and we cant wait.
It is a shame to subject loyal customers to a diet of radical cost control, and this is not the way to exit a business.

Absolute shambles of a Company. You can't reach them by phone and after an hour on the phone waiting with hideous music I gave up. On line chat the same minus music. Messenger they don't bother to reply. All since their system changed and it's not fit for purpose. I bet if I rang the booking line I would be answered 😡

Monday 5th January we went with middletonstours.co.uk and stayed at Bembridge for 5 days we were in a signature room with king-size bed the room was clean and warm on arrival we had porterage service and was greeted with a mulled wine
Found the staff and chef to be very helpful i have lots of allergies and after breakfast the chef came to out table to help me choose 3 courses for the evening plus all of my meals were made in the kitchen so no cross contamination I was so great full to chef Dan waiting staff Ethan Ruby Katarina plus free wine with the evening meal if wanted
The entertainment was excellent each evening
Thanks to Rob and Debbie from Middletons coaches for taking us out to places of interest XX

I booked a surprise break for my husbands birthday for 1st February. Unfortunately he was rushed into hospital this week completely out of the blue and is now wiaing for major heart surgery.
I contacted the customer service line that afternoon at 3pm to hear a message saying they had reduced opening hours and would reopen at 9am the following day. I called at 9am to ask for the booking to be cancelled and explained i wasnt looking for a refund but wanted be able to rebook later this year when he's recovered.
Imagine my amazement to be told that as I hadn't purchased Warner Protection at the time of booking this wasnt possible and that i would get nothing back for a break thats cost over £1200.00.
I've submitted a formal complaint, and received a standard 'Corporate' reply repeating the same 'sorry cant do anything' answer. I'm appalled and disgusted with the reply I received and as the reason for not being able to have the break was due to a medical emergency, I would have expected a little more understanding and compassion from them.
As a previously loyal customer who promoted the breaks and locations to friends over many years, you've lost a customer for good.

Just back from Thoresby we put very wet towels on the floor to be changed on the third day as they don't do room service the day after arrival to find they were put on the radiator this is very unhygienic.You get better service in a 2 star

We’ve been going to Warner for 21 years and disappointed with how the standards have dropped the last couple of years. But we have never had a problem with the bill you get for drinks etc until this week when we stayed at Studley Castle. When the statement came through on my phone on the Tuesday morning it showed that we had food and drinks 2 hours before we arrived on the Monday! I queried the bill at reception and after explaining that we weren’t there when the food was purchased they refunded the money into our bank account but with no apology. So watch your statement carefully. Other than that overall it was an ok stay

I registered a complaint with Warners about our Christmas, over priced and disappointing, experience but apart from an acknowledgement received early January I have heard nothing since.
I have attached a photo of the table that greeted us all for dinner on Christmas Eve, Boxing Day we didn’t even have the glasses.
The food, well where do I start, no specials from the kitchen any more, get your own cutlery and tea and coffee. One comment from a guest was ‘they’ll want us to wash up soon.'
One carving knife used for beef and gammon.
Desserts well, I don’t know where to start. One example was the trifle. It was a glass dish of jelly with spray cream. Not my idea of trifle.
All this for a horrendous price for 4 nights.
Oh and the bedroom was cold on arrival, I would have thought we might have had a warm room, see comment about price.
The emails I found online and through Companies house are wrong so I thought I would contact Bourne Leisure for some emails.
No luck.
If you want to speak to Warners you have to dial another number that is told to you very fast. When I eventually managed to get the number written down it just took me to the booking number.

Why is it so hard to talk to someone at Warners?

We visited home lacy Warner hotel for a three night break to celebrate our anniversary and my birthday . To say we were disappointed with the food was an understatement. We informed the hotel prior to arrival and on arrival that my husband and I are both vegan . For breakfast there was a vegetarian cooked breakfast with a vegan option which we asked for , only to b told there was no vegan option on that day . I was also offered a ham sandwich at lunch time , the staff need educating . I spoke to the catering manager about the issues , she was not very helpful and quite dismissive. I did however speak to one of the chefs ( James) he was very helpful but come meal time the desert I had been promised didn't arrive . Extremely disappointed, will not be returning

Well where do you start?
Just returned from a weekend at Nidd Hall starting on Friday the 9th January to celebrate my 83 rd birthday.
We have been many times to Warner hotels but have noticed many changes, mainly CUT BACK changes.
The rooms are not serviced on the day after your arrival and Management tell us quote”that it is time to give us to settle into our room” I can’t believe that comment if you go on cruise ships your rooms are serviced twice a day from day one. EVERY DAY.
The service in the Market Kitchen is not good enough at breakfast which is TOTALLY SELF SERVICE you have to fetch your own tea and coffee, water fruit juice etc etc and make your own toast this is not acceptable particularly for disabled people like myself. And were does health and safety fit in there? The cutlery and crockery are not acceptable, the previous nights foods was found still on mine along with someone else’s lipstick ( not good enough)

When we went into any of the lounges for our morning coffee ( which was served tepid) the room temperature was also tepid, and some people were sat with their coats on. I was not warm at all during my stay there.
My final comment to complain about is we were not told before we left to come to Nidd Hall that they had got NOVAVIRUS floating about the hotel and the only notification I saw was a long speal on a A4 sheet in the welcome pack about it which I didn’t see until day 2 . By that time it was too late as my husband who is suffering from cancer succumbed to the VIRUS.
He has since been really ill because of catching this and had we been told previously they had this virus we wouldn’t have gone!
For a four star hotel it only deserves a one star for me and I doubt we shall be going there again or any other Warners for that matter.
It is worthy of note that Warner Leisure hotels / Bourne Leisure is owned by the Global Investment Company Blackstone based in the U.S.A.
We feel that the American influence has had a dramatic effect to the service that the guest receive.
M. H.

NO GO COMPLAINING AS CEO AND GM DO NOT REPLY. SHAMBLES. 3.2 Star Reviews says it all.

Heythrop Park – Historic Grandeur Undermined by Poor Service and Guest Safety Concerns 23/27 December 2025. Had better service in Premier Inns

My wife and I recently stayed at Heythrop Park over the Christmas period paying over £2000 for the privilege, for 4 days. While we did enjoy aspects of our stay and appreciate the hotel’s historic setting, we feel compelled to raise several concerns regarding service standards and, more importantly, guest safety.
We have stayed in a wide range of hotels, from upmarket establishments to Premier Inns, and we are not habitual complainers. However, the issues outlined below were significant enough to warrant formal feedback.
Lack of Service and After-Hours Support
While “historical grandeur” is appealing, it does not compensate for the absence of basic operational support. There was:
No direct housekeeping or room service contact
No on-hand security contact
Reception being the only point of contact, closing at 5.30 pm
This proved problematic on multiple occasions.
Restaurant Service – Brasserie 32
On our first evening, we had a reservation for dinner at Brasserie 32. Upon arrival, although approximately five staff members were present, no one acknowledged or checked us in. After waiting around five minutes — with other guests queuing behind us — one member of staff eventually stated that “someone will be with you shortly.” The lack of attentiveness and warmth was disappointing.
No Direct Housekeeping or Room Service Contact
One evening at approximately 8.30 pm, we retired early. My wife attempted to make a cup of tea but discovered the milk was off. She telephoned the number provided for after-hours assistance, which in fact, turned out to be the same number for Reception — already closed.
She remained on hold for approximately 20 minutes with no response. After hanging up and retrying, someone eventually answered around 9.00 pm, only to inform her that she would have to wait until 10.00 pm.
We were staying in the North Wing. I have difficulty walking, and my wife (aged 77), already in nightwear, felt she had no choice but to get dressed again and walk back to one of the restaurants to obtain milk herself.
Housekeeping Failures
On the third day of our stay, we returned to our room around Noon, after breakfast, to find that Housekeeping had been, but:
The bed had not been properly made, just pulled up
No toilet rolls in the bathroom
While returning to our room, we encountered a young housekeeping assistant in another corridor. Although she was not assigned to our room, she kindly provided toilet rolls. Upon returning to the room, my wife discovered there were also no towels.
The same assistant came to our room, supplied clean towels, and noticed that the bathroom had not been cleaned at all. She then proceeded to clean it herself. This was greatly appreciated, but it highlighted a clear breakdown in housekeeping procedures.
Christmas Day Lunch – Market Kitchen
Before arrival, we were required to pre-book our Christmas Day lunch and had a reservation for 2.15 pm at the Market Kitchen. Despite this, we queued for approximately 45 minutes behind an estimated 150 other guests and were not seated until around 3.00 pm.
After our meal, guests were invited to the Orangery for coffee, tea, and chocolates. However, because of the delay in seating, by the time we finished dining, there were no staff present and no refreshments remaining, having been taken by guests with earlier dining slots. We were not alone in our disappointment.
By approximately 5.30 pm, due to the prolonged delays, we were too full to attend our Christmas dinner booked for 6.15 pm, which had already been paid for.
Guest Safety and Lack of Security Contact
Unlike other hotels, there was no direct security contact available. In fact, we did not see any security. This posed a genuine concern.
The majority of guests, including ourselves, were elderly, many with health issues and some staying alone. Given our earlier difficulties in contacting anyone after hours, we were left wondering who we could contact in an emergency — for example, in the event of a heart attack or a fall in the shower, particularly for guests staying in remote areas such as the North Wing. Other guests shared these concerns.
We offer these comments in a constructive spirit and hope they will be taken seriously, as they significantly detract from what could otherwise be a truly excellent hotel experience.
R A PHIPPS

On trying to sort out my bookings. You need to wait a long time to speak with customer service. Over an hour!

I had to remove one of the family off the bookings. As there was three of us. The single room is what two guests pay. The cost of the holidays went up in price!

I had little choice but to cancel the holidays. As the single room rate is way too much!

Very disappointed with Warners. If you are single you need to be careful when booking as you could end up paying for two guests!

I have been booking with Warners for many years, taking multiple breaks each year. They class me as a Platinum customer.
So I was rather surprised that when I asked if I could move a holiday from one date to another I was told that was not their policy (within 12 weeks of the break).
Now I quite understand that they would not want me to cancel a booking (although many businesses would allow it for the sake of goodwill) because that would lose them money.
But I wasn't asking for that I just wanted to move dates - something that would not lose them any money. In fact because I wanted to bring the date forward it would give them more time to re-sell my first booking so would actually have benefited them.
But they stuck to the small-print of their policy and refused.
Now in many situations they use their discretion and do allow things to happen against their policy - for example when someone related to a customer is ill they might allow a cancellation.
So they DO have discretion - they just chose not to use it.
And the result? I was a very happy customer who recommended them to everyone. Now I'm an unhappy customer who won't book with them again and who will not recommend them to anyone.
So they have lost out ... and for what? As far as I can see for no reason at all. What a terrible way to run a business.

I recently had a Twixmas stay at the Warners Lakeside Hotel. I had problems with my hotel room and took photos to back my complaint. In checking out I spoke to reception and explained the issues I had experienced hoping that they would take my comments on board. They arranged for me to speak to the supervisor of housekeeping who apologised and said I should have said something about the issues and they could have done a deep clean. I pointed out it wasn't my job to check their rooms were dirty and the dust dirt and cobwebs had obviously been there for a long time and showed her the photos to confirm this, all I got was another apology.My stay was with a large group of friends and we all paid the same price. My chalet was very old small tired dirty and unloved. A lot of my friends had the refurbished chalets which were lovely. How can Warners justify me paying the same rate as my friends who had a far superior room also it wasn't pleasant staying in a dirty room. On my return I tried the online chat on the warners website which I found impossible to chat to a real person. I rang the customer service number and selected the option to discuss your recent stay where I was informed that customer services cannot speak to me regarding a complaint and directed me to the website to complete a complaint form which I have did and submitted it. It's been 3 weeks now since I submitted my form and I'm told they have 28 days to respond to my complaint. I am so disappointed at the response or lack of response I've received from Warners Hotels having worked in customer service things can go wrong but the sign of a good company is how they deal with it when something has gone wrong. I am concerned that I'm not going to hear back as looking on line people have said they had waited 2 months and not heard back yet are Warners hoping customers will give up by making it so difficult to speak to someone. Come on Warners please look after your customers and help them when there is an issue. I wish I could share the photos of my room to show how bad it was. At the moment because of the experience I've had and received sadly I could not recommend staying at the Lakeside Hotel on Hayling Island Havant.

This review is for the hotel booking service.
The Warners website did not cater for my requirements.
I phoned Warners & was connected to LYNELLE.
She was A1, top notch.
My probs gave her a bit to sort out but sort it out she did, thank you very much Lynelle, a very pleasant phone call.

When we booked with Warner HotelsNidd Hall for 9 th to 11 January we realised there was a risk at aged 80 & 84 one of us could be unwell. Under the circumstances we paid an insurance premium to cover that eventuality. Sadly my wife has spent most of the last three weeks in and out of the Doctors and York District Hospital but always hoping they could get the issues sorted and we could travel,it was not to be. On ringing to cancel and obtain either repayment or a credit note we were told that there was an administration fee well in excess of £100. This to my way of thinking totally immoral. We requested the phone representative to allow us to speak with a line manager and understand this could be two days but a subsequent auto email from them suggested that our complaint was about pricing. A letter with appropriate wording needed to be obtained from our Doctor stating why my wife was unable to travel was going to be sent but as yet nothing has been forthcoming. My initial attempt to contact them took over five hours to be responded to.

I had break booked at Heythrop Hall fully paid for due for the 12th to the 15th of December. Unfortunately I was taken seriously ill on 2nd December spent 8 days in Intensive care
On leaving hospital on 10th of December I contacted Warners immediately of my situation and informed them I would not be able to come. I told them I did not want a refund but requested moving my break to an available in 2026. They said as I had not taking out cancellation there was nothing they could even with a supporting letter from the hospital. They proceeded to email me within a few hours to say that they cancelled my break due to illness
Why I am do angry is that they cancelled my break not me. Imay have chose to send my wife and son to the break
Furthermore why did they choose cancel when it was already booked and paid for
Was it to sell it as a last minute break. If so that is totally out of order
For someone pride themselves on luxury and what they offer. There customer service is appalling

The whole 4 night stay was a shambles.The dining experience was dreadful the food was just warm never hot(that's breakfast and evening meal).long queues to get into the hall ,tables crammed in close together everything is now. SELF SERVICE! Including starter and dessert I found this hard as my husband has a disability.we paid over £2000 for 4 nights a little bit of service would have been nice.Also the late lounge entertainment door is locked now until 2000hs forcing everyone to cram into the bar opposite.When I told a member of Warner's about my concerns they informed me that a line Manager would telephone as soon as we returned home I am STILL WAITING!.Myself and my husband have been coming to Warner hotels for over 20 years and are platinum members we both feel extremely let down. Mrs K Wakefield Spalding.

Our room was extremely disappointing . The smell coming from the shower & toilet was terrible ,we kept the fan on the first night and door shut but the noise of the fan kept us awake !!!!!! The room was so small .we left after 2 days because of the horrible smell. It ruined our Christmas, we were so disappointed and would like some sort of compensation