Warner Hotels Reviews 4,023

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,

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

My sister has booked a spa break for us at Alvaston Hall 1st Feb. Its obvious from other reviews here and on Trip Adviser that spa facilities werent working in December. Only a few days to go to holiday and now she's been informed LATE that there is no Jacuzzi etc in spa and just swim pool and gym - which one review says pool was cold ! I dont swim nor do gym (who does on holiday) and she chose this place bcos of jacuzzi and spa and has spent a LOT of money for this break. I cant tell you how disappointed and disgusted I am. Cust Service dismissive re refund despite having insurance. Reviews says they are short staffed. Now lack of facilities. Be very wary of booking Alvaston Hall.

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