Warner Hotels Reviews 

Impossible to get through to Warner either by live chat or by phone. I gave up as the length of time waiting for Warner to answer the phone or respond on live chat is a joke.

I rang to cancel a festive break I have booked as due to unforeseen circumstances I can no longer attend. I appreciate I will lose my deposit, but out of curtesy I was calling them to advise of cancellation.

No problem I shall not contact them again.

Just had to cancel planned holiday due to ill health. Initial attempt to call them promised lengthy wait to talk to someone or an eventual; option to receive a call back within 2 hours. The call back option was chosen but promised service not delivered.

We had taken out their Holiday Refund Plan cover ( at a cost of £30) when we originally booked. When we were eventually able to get through to Warner Hotels we were surprised to find they added on an additional £70 fee to the £30 Holiday Refund Plan cover we had already paid for.

This was going to be our second break with Warner Hotels but no plans to return again given poor service.

I was unexpectedly admitted to hospital with life-threatening sepsis and remained hospitalised for almost four weeks due to the severity of my condition.

On 1st September and again on 11th September, I contacted the Warners team to discuss the possibility of moving the dates of my holiday in light of these exceptional and unforeseen circumstances. To be clear, I was not requesting a refund at any stage. I simply wanted to explore whether the booking could be transferred to alternative dates once I had recovered.

The only option offered by Warners was to transfer the booking to different individuals. Given the seriousness of my medical condition and the fact that the situation was entirely beyond my control, I feel this response was unreasonable. I would have hoped that some flexibility or goodwill could have been shown, but unfortunately this was not the case.

Despite team being aware that I was physically unable to attend or check in due to my hospitalisation, I then received account statements on both 15th and 16th September. Under the circumstances, I found these communications insensitive and inappropriate.

I have stayed with Warners on numerous occasions in the past and have always enjoyed my experiences. However, the lack of empathy, understanding, and compassion shown during what was an extremely serious and distressing period has left me deeply disappointed. As a result, I will be reluctant to make future bookings and would not recommend to my friends and family.

I stayed at Heythrop Park last week Monday to Friday. We were housed in the South Wing of the building. The car Park for this location was quite a distance from the main check-in/lobby.as it was uphill & my friend being 86 - walking with a stick I went to find help. I was polightly told there was no porterage. Now as this company, on the hole, cater for the elderly I found this astonishing . We had paid £80 + for self contained rooms. They were clean & furnished well. We had our meals in the freezing Market Kitchen so as you can imagine our food went cold very quickly. When I complained about the cold, the gentleman shrugged his shoulders & told me there must b a door open somewhere. Overall we enjoyed our 4 days as we got out & about in the Cotswolds. However I wouldn't hurry back to Heythrop Park. Having used Warners many times I found that there were to many cut backs.
No robes, no little treats. Milk in difficult to open liþle tubes. Take a scissors. & your own Dressinggown.

Stayed at Heythrop Park from 6th Sept to 13th Sept for a special celebration, our Wedding Anniversary. We splashed out on a Mansion room. On checking in we walked up 38 stairs to our room (not a problem for us) only to find out that our keys wouldn’t work, went back down the stairs to change the keys, this time they worked unfortunately a bath robe was missing and no hot water. So, went back down the stairs again. Robe and hot water eventually sorted out.
To make any enquiries about your stay you are encouraged to use the stand alone information points which was difficult because having entered your relevant information the system logged you off. These never worked at all during our stay.
Sitting at the bar waiting for a drink I thought we had become invisible. Staff just walked past us and in the end I asked a waitress if we could get served while sitting at the bar, she looked embarrassed and then said yes once the waiters had collected their orders for table service! Dinner in the brasserie each evening was mostly substandard. We dined in the Market Kitchen on one evening only to find flies all over the buffet food, which we pointed out to the chef who was serving and he just shrugged as if it was not a problem. Good service and food in the Travelling Duke Gastropub.
Also they have started to charge for using the archery and air rifle activities. We were told if we wanted to shoot at the rifle range it would cost £15 for 10 shots. There were no entertainment team staff evident apart from the Theatre Company shows. All entertainment was announced over the PA system rather a presenter on stage. To find out what entertainment was on it was necessary to scan a QI code. Most of the entertainment was substandard.
When we stayed here 2 years ago it was of a standard all of the other Warner Hotels should aspire to. Having stayed at Warner Hotels more than 50 times over the last 30 years, sadly this will be our last visit. Such a shame as the historic sites in particular are beautiful.

I'm writing on behalf of my mother, who has holidayed with Warner for around 30 years. In July she booked a four night break at Bodelwyddan Castle by phone (28 September to 2 October, £772.80).

About four weeks before the break she had a serious medical emergency requiring urgent surgery and could not travel. She contacted Warner Customer Care on 1 September, offered medical evidence, and said she was willing to reschedule with a reasonable penalty, downgrade her room, or consider any other reasonable solution.

None of this was offered. Warner's position is that she did not buy their cancellation protection, so the full £772.80 is retained and no discretion can be applied. My mother believes the protection was not explained on the booking call. Warner says it would have been offered, but no longer has the recording, so nobody can establish what was said.

I accept the terms may allow this, and she has separate travel insurance and will be claiming through it. My issue is the decision. Given her loyalty, the notice given, and her willingness to compromise, I would have expected some flexibility. Instead the answer was that colleagues cannot make an exception.

I raised this publicly on LinkedIn, where it has been seen by more than 85,000 people. Warner did respond and the person I spoke to was polite and sympathetic, but the outcome did not change. In my view that is a poor commercial decision for a business that relies on customer loyalty.

Norton grange.

The staff are excellent, always polite. The food was good and so was the entertainment.

What let it down.

Senior management and policy makers at warners head office.

We have been going for the past three years. Mostly stayed in a standard room.

The sales team convinced us to up grade the room on our next holiday. Explaining to us, we would get juice and different snacks everyday.

A couple of months before we arrived. Head office policy makers changed their policies and you only get the snacks on the first day.

They never let the customers know or even offer them to change room.

I preferred to standard room. As they were bigger, the wardrobe was bigger and it had a bath.

Note to policy markers, if you want to change the policies you should let the customers know and give them the option of changing or cancelling their holiday.

When I spoke to customer service, how rude were they. Basically telling me, we have the right to change any polices we like. There is nothing you can do about it. (This was there main Number and not Norton grange)

Do not always think about profits. Because if you do not have the customers, you do not have any profits and the company is likely to go bankrupt. Which will end up with job loses.

Respect it every thing.

A much needed break after family bereavement didn't help staying at Littlecote (26-28 Aug). A beautiful historic house, grounds and Roman mosaic. Looking forward to using the spa, relax with a treatment, eat good food, try new activities. Staff all kept stum on severity of sickness going around. First evidence on paper left under room door, after you've checked in?! Now told lack of activities, service of food reduced etc. Our room was unmade, debris left. Evening meal ruined by guest at nearby table suddenly violently ill. Made sure we were away from hotel next day, cancelled spa treatment, chose not to use pool. Hotel was like the Marie Celeste. Became ill morning of departure. Hotel finally shut doors on Friday. Warners following guidance from recommended sources, whatever happened to good old Common sense? Lead booker has spoken to Warners re our booking - usual verbal responses, voucher offered!

I bought an error on their behalf to their attention . This is their reply
,

Thank you for your email.

I am sorry to learn that you remain dissatisfied with the outcome of your complaint and appreciate you taking the time to share your further concerns.

Following a full review of the circumstances surrounding your complaint, Warner Hotels' position remains unchanged. We believe the goodwill gesture previously offered is fair and appropriate in relation to the concerns you have raised and reflects our assessment of the impact of the issues experienced during your stay.

Whilst I understand this is not the outcome you were hoping for, and I appreciate your strength of feeling regarding the matter, I must advise that there is no further offer to be made. Our review has been completed and the decision has been carefully considered.

As a result, Warner Hotels now considers this matter closed and our position final.
The goodwill gesture is a free room allocation next time this was already part of a deal following our stay anyway . So actually nothing been given.

First time at a Warners hotel, what a dissapointment, paid a lot of money to stay at Heythrop park 3 days in Sept 2026 and we should have stayed at home. Totally disorganised, not enough staff, penny pinching, (watch out for the extra charges such as anything other than tea or coffee at breakfast - cappuchino is extra etc etc) Very apparent lack of any staff management or direction, they all tried their best, but a 45 minute wait for a cup of tea and then it arrived with no cup. I believe that the attitude is once thay have your money nothing really matters after that, we had a catalogue of problems throughout the weekend and no one really cared about any of it.
Such a shame as we were a party of 6 and not one of us would book another Warners weekend -

Warners has gone to the dogs. The Whole package is total rubbish from dirty rooms, food is low quality and the entertainment is VERY LOW BUDGET.
If you’re gonna charge premium money for a break, stop giving people junk in all sectors.

This was a 60th birthday present for my husband from our children. Visited Heythrop park in the Cotswolds and was really looking forward to it. Well what a let down, hotel itself is beautiful set in amazing grounds but was let down by the rude staff. Don’t think I saw any of them looking happy in their work, none smiled when they saw you, even the cleaners walked past without a morning’» breakfast in the market cafe was shocking with not a clean table in site, had to clear our own, staff just grunted about being short staffed and walked away. Struggled to get in the restaraunts we wanted and had to eat where there was space so don’t be fooled with a « choice of restaraunts ». we wanted and had to dine where the was space and we did book before arriving. Left some clothes behind accidentally in the wardrobe and when we returned for where screwed in a ball and in a bin bag. Very disappointed.
I originally gave a 1 star but edited it to a 2 for the entertainment which was good and for the hotel and grounds itself.

the service that you have now is not as good as you got the last 5 time we started going to worner break you don't have service at the table eg no coffee or tea. The rooms are not as good as they used to be . We are always staying in a signature rooms. You no longer get your dressing gowns or no longer get your treat bag that you're paying for that is supposed to be in your room so all in all the stay at Warner breaks, signature rooms as gone down, considered, really. you have to pay for any extra. EG entertainment, you want shooting archery you have to pay for now

Would rate Littlecote and Heythrop 8 out of 10, Norton Grange, Sinah, Cricket 7/10, Bembridge 6, Lakeside 5. Look forward to a night at Runnymede in December.
For us Littlecote has been the best for food and entertainment, and 2 exceptional members of staff, Steve Holley and Piotr. Heythrop for grandeur and grounds, plus rooms and spa. Other stand out staff members, Jay at Lakeside, Stuart at Norton Grange.
Excellent entertainers/singers Simone Kaye, Cloudbusting, Moonage, Lydia - pianist at Heythrop, Jasun Watkins, Yzzy, Breathless.....

Warner adver interrupted a program I was enjoying

DISASTROUS WARNER BREAK
Booked a 3 night Littlecote House for 70th birthday celebration in upgraded room with garden access..
Night before we were due to leave Warner cancelled due to a norovirus outbreak (that they had known about for at least 4 days).
So why did they wait until last minute to tell us?
Warner had no plan or option in place and left us to source our own accommodation elsewhere (or cancel - which we couldn’t do as it was a special celebration).
Littlecote House was chose specifically to enable meeting our grandkids from London for the birthday celebration
No other 3 night suitable locations were available.
Reluctantly chose 2 night at Studley Castle - no upgraded room with garden access available and Studley management showed no interest (except for receptionist Linda who tried her best)
This was our first Warner holiday - not impressed.
Awaiting a response from Warner.
In short: special 70th birthday celebration a disaster and unable to meet grandkids from London because of Warner late notification.

We recently had a midweek break at Thoresby Hall which was fine until the service required due to leaving our Tablet behind left a great deal to be desired. Upon our return home on the Friday afternoon we discovered that we'd left our Tablet in the room and also lost a diamond ring somewhere in the room as well.
We tried ringing the hotel and no one answered Options 1,2,3 or 5 on the automated system all afternoon. Option 4 gives an email address to contact Housekeeping at Thoresby regarding lost property. This failed to deliver each time as was confirmed by Outlook Postmaster on Saturday afternoon. Obviously, we then start the phone calls all over again since at this stage we were confident of the Tablet being found but no one would yet know to look for the ring.
Yet again, no one answered the telephone on all attempts. We obtained, from the Internet, a number for Head Office in Hemel Hempstead. Needless to say, no one answered that either. In desperation, we rang the holiday line for booking holidays to at least talk to a human being. Thankfully, they noted our details and problem and sent an internal email to Thoresby to ask management to contact us directly via the telephone.
Late Saturday afternoon we were contacted to inform us that they had the Tablet. We told them about ring and they arranged to do a room search on the Monday.
On Monday afternoon Housekeeping rang to inform us that they had the ring, but they were having issues with the postal . We offered to pay for recorded delivery but Housekeeping had to clear that through management. A catalogue of miscommunication and lack of communication led to us being informed that it was being posted later that week. We had to go away and so arranged with a neighbour ensure it was delivered to them using a note on our door. Eventually, we found out that the Tablet and ring were still at Thoresby Hall. We cut our break short and travelled 3 and a half to Thoresby to pick them up having warned the hotel that we would arrive just after lunch. Surprise surprise, no one knew we were coming due to another lack of communication.
We asked to speak to management and were told that someone would be available at 2pm. By 3pm no one had arrived or or could be contacted so we obtained an email address and drove 3 hours home due to rush hour traffic.
Since then, we have been in contact and found that, yet again, disorganised communication meant that management were never informed that we were waiting in reception.
Hopefully, the suggestions we have since made and discussed via email may be acted upon so that things get better. We will see, but overall the system is nowhere near fit for purpose.
We still have no idea why telephones at both Thoresby and Head Office did not get answered. From speaking with various outside parties, it would appear that lots of people struggle to get anyone to answer the telephone in quite a few Warner Hotels.
All the stress and anxiety that was caused would have been unnecessary if someone had answered the telephone and someone from management had taken charge of the situation.
Two very disgruntled customers.

The staff at Warners are generally fantastic. They make the entire experience a genuinely warm and extremely enjoyable one. We've visited many times and are always pleased to bits if Steve is there - he's the main compére. He's been endlessly kind and patient with my elderly parents but apart from that he's naturally extremely funny with brilliant comic timing and just has wonderful, warm and dynamic stage presence. He is a complete asset and so are the rest of the staff.

On 28th August( we are a family party of 6 looking forward to a lovely break at littlecote 4 of us arrived at about 1 30 went to reception and were told we have had an outbreak of Gastroentrovitus and you cannot book in until 5 o clock or you can have a refund. An e mail had been sent but not to us only to the main person on the booking and they were still on their way from Essex. We asked if we could transfer the money to maybe lakeside or Sinah Warren if they had vacancies and were told no they won't want you there as you have been here we really could not believe what we were hearing. The e mail had been sent on the Thursday at about 2 o clock and my brother in law who the e mail had been sent to had looked at his mail in the morning then left at 10 30 to come to littlecote. We have since found out that it was quite serious with several ambulances being called and we gathered that it started earlier in the week. The person on reception was clearly not up to the hard job she had been given and was actually bordering on being rude. We feel let down by warners litlecote. We should have been warned a lot earlier that 2 o clock on the day before. When arriving we felt that your customer service was lacking. We are regulars at warners but will never go to littlecot. We are now waiting for our refund.

Where to start? Arrived Littlecote Hotel Mon 24th ahead of 3pm check-in to be told that check-in had been put back to 5pm due to deep cleaning taking place as outbreak of sickness & I should have been told in an email sent that day - I cannot read emails whilst driving so that was pointless! Due to huge queues as coaches arriving we didn't actually get into our room until nearly 6pm (unexciting small signature room my son's & girlfriends standard room was much bigger) by the time we unpacked it was a mad dash to the restaurant & again to be met by long queues as everyone bottle necked doing the same. Chaotic meal as new measures had been put in place table service only, 1 starter, 1 main, 1 dessert - no salad bar or bread. Staff obviously stressed & trying to cope with new regime. Food came ridiculously fast so obviously not cooked freshly & gravy congealed with the roast very fatty pork meat - canteen style at best. Warner show wasn't anything special but good. Just felt we totally wasted day one.
Day two Tue - breakfast long queues for Continental food as all served by just 2 staff members, good choice but pastries dry we all ordered a cooked breakfast - poor quality ingredients very disappointed highlight was the brown toast delicious! Wandered to the Roman ruins & explored the Tudor building all fascinating very quiet and so glad I didn't book one of the very expensive historic rooms as most had windows completely covered in ivy!! Used pool/steam/sauna this facility was excellent & staff friendly very clean and the courtyard outside was so pretty but beware the Jacuzzi is cold and not pleasant at all! Showers afterwards were hot and plenty of products to use. Sat outside the bar area in sunshine which was lovely but totally spoilt by the awful piped elevator type music which was constant apparently the bar staff who were definitely working their socks off cannot turn it down or off and it was driving them bonkers too, totally unnecessary as it was such a beautiful area to sit out in! Found out that the booked evening entertainment had cancelled & been replaced we didn't go into the theatre that night but people seemed to enjoy it, we stayed in the bar playing cards until the country &western singer started - I hate to say this as everyone deserves a chance but she was probably the worst singer I have ever heard at Warner, a lovely lady but she mullered every track, as there was only about 10 of us there we felt we couldn't leave so sat it out but come on Warner do you even audition your acts anymore?
Day 3 we swerved the full English breakfast & just had Continental my son ordered an omelette & declared it delicious it was much quieter in the dining room but we put that down to people eating earlier as checking out....little did we know! We waved off our son &partner as they only stayed 2 nights & we headed out for the day sightseeing. Arrived back we were met by lots of new guests who had checked in plus staff wandering around with over shoulder disinfect pumps wtf!! obviously hearing of a sickness bug these new guests were discussing the situation in corridors the concern was very parable which I totally understand concerned ourselves we stopped at reception on our way to dinner to ask if there were many new cases and were told there had been a couple then my husband started to feel very unwell and ended up being violently sick leaving me on my own in the restaurant, I then witnessed someone be sick in the restaurant& in the corridor outside it was just hideous I was approached by a staff member who said I would have to remain in our room quite rightly quarantined but meals would be brought to me, my poor husband by this time was extremely unwell luckily I was absolutely fine but there was no way we were staying there, we had to get home whilst I was fit enough to drive the 2 1/2 hours back as who knew what the next 24hrs would bring? By 830pm we had checked out boy the relief to get home.
By 5am I was being sick & by 7am my son was being sick at his home,the next 48 hours were pure misery. I phoned Warner to let them know what happened & was told "a team was investigating and I should hear from someone" since then nothing!
Come on Warner you should have shut the hotel immediately after the first outbreak & notified the official authorities for help but you tried to play it down & offered no cancellation or alternative hotel accommodation you knew there was a problem before we arrived. No follow up welfare call from your "team" for all you know we could have been hospitalised luckily we are fit & well adults but what about those more elderly &/or with other health conditions I dread to think how they might be I have never felt so unwell it completely ruined our celebration special holiday with our son.
Warner I await your reply with anticipation.