Warner Hotels Reviews 

We have just returned from a weekend break at Thorsby Hall.
Warner’s have done too many cut backs and not one person we spoke to had a good word to say and none would book again. It’s gone from a very good experience to a relatively poor experience.
It’s a pity as the hotel and rooms were very good but the dining experience has changed beyond belief. No more table service all self service it’s like being at a standard carvery. Food is also not as good as previous visits.
Day time activities have changed no quizzes which I am sure used to make money for the hotel as people would stay in and take part and buy drinks. Other activities such as archery and shooting now £12.50 instead of free as before.
Cost of drinks have shot up a bottle of Prosecco now over £40 for something that is £8.50 in Tesco.
Rooms not serviced on the your first day after arriving.
They have gone from a very good hotel experience to a very mediocre one. We have been going for many years but this will be our last.

I have stayed at six different Warners Hotels and I am a Club Warner Gold member. I had to change my email address in early December and advised them accordingly. I have since been unable to log in to my account, either to see past bookings or to make new ones. I have rang customer service four times in the meantime however the response has been poor and has not been very helpful. There seems to be an ongoing IT issue that will be resolved 'sometime' but never has been in my case. Surely this is not the way to treat regular customers. I do not wish to make new reservations (as suggested over the telephone) until I have access to my online account.

Just returned from Thoresby (we visit a Warner hotel somewhere every year). It's been upgraded to a RESERVE Hotel and downgraded to 100% self service! We were told that all the other hotels are the same. Noticed lots of people struggling to carry two plates. Room service was reduced, you had to pay a supplement for an upgraded dining experience with silver service and some once free activities will now cost you. And our favourite "indoor activity" the Warner quiz seems to have disappeared! Won't be back Warner!

Stayed at Holme Lacy booked through call centre paid for 2 rooms together as mom has mobility issues and I am her carer, paid for the specified rooms and paid for early check-in. One week before has a call from hotel to say the rooms the call centre had booked were not next door to each other and left a message to give us new rooms but with one room in between, I called the reception staff spoke to Ben who told me he couldn't move us and wasnt prepared to call the customers in the inbetween room to see if they would move, he told me it was my best option, and they had paid for their chosen room even though I had. I asked to speak to a manager who sorted the issue. On arrival our new rooms were not down as early check in and at the arrival hut told we could not check in until after 3pm and go to reception to get money back, it meant i had to seat my disabled mom leave her to go and sort out this issue. Walked all the way to reception to be told rooms are ready but then our suitcases didnt arrive until after 3pm. On check out bar staff messed up billing, went to reception again dealt with Ben who produced 3 versions of our bill with breakfast items on it we didnt have and couldn't explain the bill it was not itemised and told me i had to pay an extra £46 with now clear explanation, I then had to call a manager again as he told me i didn't understand and spoke to me like i am stupid, he had no customer empathy and was extremely patronising. The manager came and couldnt explain why breakfast items had appeared on my bar bill but did explain how the bills were made up which Ben on reception failed to do. The service in the terrace bar is slow in taking orders lots of staff but they are busy standing at the bar waiting for orders to come out to take to tables rather than walking around taking orders, some of the bar staff friendly, better service in the pavillion - I also went to the holiday shop no one on the desk as wanted to book a warner stay at Studley but wanted to discuss the booking face to face as had specific requirements was given a form to fill in which didn't cover everything I wanted to discuss and told to wait for a call, I thought the idea of a holiday shop was to discuss face to face this was 11am in the morning

Evening of 21st Feb, last night, tribute Cher. Having stayed at Lakeside many times I have to say last nights tribute was 1st class. Best ever. Well done Warners.

Studley Castle midweek two day break
Generally we was pleased with the Castle Room . Relaxing and the Service was generally good.
There was lots that could be better with little cost.
On arrival queued to check in at the last minute we was asked if we had information pack from another person in reception. where you get some info and blank keys . The information pack was useless as was any information on line using the QR code . meal times advertised is confusing and the only real source of information was from other patrons. Our room was clean but the shower drain was blocked and over run the base . The sinks had flip plugs but you could see they had not been cleaned . ( watch three in a bed) the twin sinks where g reat but the hand wash to one side of the sinks not in the middle.
The biggest disappointment was the entertainment. it was clear the residential singers and group where "performing" music for a generation passed . Midweek the clientele are more senior but Burt Bacharach really .Music enjoyed by the eldest clients parents . The music of the era was sung by artistes that performed with passion not singers that where just singing the words. similarly with the Country and Western performances . The offering needs to be more 70s, 80s. The performer Lascel Wood was brilliant and made up for the below average fair offered before and after. Food offering was all ok but would suggest that the Carvery needed to have two stations likewise the cooked breakfast station. as the Queues where silly.
Will we go again or try another warner hotel? may be when we hit our late 80's.

Had to cancel a holiday last minute due to ill health, customer service was appalling, the operator dead unhelpful and only interested in informing us that we would not get a refund, we are insured so this was not and issue. Warners steady decline in service will only lead in one direction.

Disappointed. Online Warners are offering a premier room for £456 pp. I contacted Warners to ask if we could upgrade from our standard room to the premier. I was quoted a price of over £1300, which is £400 more than the currently offered price. I was told by the assistant that they could not price match the online offer. Again no consideration for loyalty. We will re consider our holiday options in future once we’ve had this break.

The went to Lakeside and it was the equivalent of to going to Butlins.Accommodation was in dire need of updating and we found that even paying for extra for a Supreme room there have been many cutbacks to the extras offered.The nicest thing about the was that it overlooked the water.
Hygiene training needed after I lost a whole day to food poisoning and I witnessed a piece of cheese being brought to the table with the waiters hands!
The entertainment made that trip with a fantastic DJ plying every night and two really good main acts but all in all I would never return to Lakeside.

Alvaston Hall
On arrival spa facilities, jacuzzi and sauna not available, ongoing repairs, swimming pool cold.
Room small and shabby, veneer peeled from wardrobe, veneer sellotaped on drawer front, bath chipped, kettle rusty inside.
Moved to another room.
Next morning workmen working on scaffolding outside above the room, using angle grinder producing showers of sparks, drilling, etc generally very noisy.
Plates and crockery in dining room wet and food residue.
Other minor issues.
Give option to either move to another room (third in less than 24 hours) or leave and receive a refund.
Question :Why put guests in a room where extensive building works underway when other rooms were available?
We cut our vacation short and checked out after 1 nights stay.
A full refund was issued.
Customer service response, weeks later, to complaints were very dismissive
ie, facilities are subject to availability
they do not have to inform you if not available.
Basically just sorry it did not meet your expectations!

Warners is no longer catering for its customers! Very disappointing!
We have just returned from a stay at Littlecote House. There was no welcome pack in the room and no indication of how to get on the internet. We were not given this information on check in either. Everything is now on line including the programme of events, but we were not told this before or on arrival. The free internet is unsecured and often I couldn’t get on, so couldn’t access the programme any way. When I asked about the programme of events I was given a print out and a map and other people hearing this also asked for this. The staff at reception said it was a new system Warners were trialling. Everyone I spoke to was complaining and many were saying they didn’t like using the internet, or were unable to due to a disability. Warners customers are generally older retired people, who come to Warners to get that personal touch away from robotic use of technology for everything. This is just a cost cutting ploy!
The staff at Littlecote, however, were very nice, especially the entertainment team. The ones I spoke to, were also unhappy with the system. None of this problem is their fault!
The breakfast system was chaotic. Drinks should be served at the tables. The drinks machines were in a place where the queue of people for drinks was right next to where people were eating and the staff were stressed!
Come on Warners, please go back to your old system and give us the personal touch we all used to love!
And finally, why are you making it so difficult for us to give you direct feedback? I think I know the answer to that!

I phoned Warner's to reschedule an afternoon tea. I waited for about 15 minutes before my call was answered and after a brief conversation I was told that I should speak to another department, I was transferred and waited another 20 minutes, after a call that lasted 40 minutes in total I still haven't been able to reschedule the tea. Really poor customer service.

I booked a group of 10 back in November to stay at Heythrop Park. Booking for the shows proved to be extremely frustrating, - our dinning arrangements were lost and so it went on.
One of the party had a freezing cold room. Warners tried to fix it with a small space heater. Hopeless.
As the lead of the group I complained in writing to the GM of the resort, failed to get a response, wrote to the CEO failed to get a response, wrote to the personal email of the GM failed to get a response. As a group this was the fifth time we had booked with Warners. To use their central reservations and customer care is frankly extremely frustrating.
WE WILL NOT BE BOOKING EVER AGAIN! Beware their customer care and central reservations, and their inept failure to resolve issues - it does not bode well.

We have been using Warners for over 15 years and the service has gone down drastically recently. We have just returned from Cricket St Thomas (one day early) as we were bored and there was very little to do on a rainy day. Some of the changes that we have seen are:-

We had table service with bread offered with dinner. This is now self service and bread is there if you can find it. Tea and coffee you now fetch yourself from a machine. The staff have been cut and those that are working are run off their feet. The choice and quality of food varies but in the case was very poor.

There used to be complimentary products in the Signature room including moisturiser, body lotion, tissues, bottle of wine, basket of treats, fluffy robes and fresh milk in the fridge. All of these are now gone, robes have be requested and milk is not fresh but in plastic single use packets. There are two tin cans of water and two of apple juice in the fridge along with two packets of crisps and some biscuits.. There is no housekeeping on the first night of your stay so you make your own bed etc. Every other day if staying longer than a weekend.

We have always gone to Warners for the entertainment and daily activities. In the past these have included
archery and shooting which were included at no cost as part of your break, they are still there but are now charged at £10 each. We have previously done nordic walking, yoga, ballet, pop choir jive, tango and salsa classes, cooking demonstrations and coach trips. THere was always something to occupy your day. These all seem to have gone. On this trip we had aqua robics, and a stretching class. You can do several other things all of which are charged for including cocktail making, gin tasting, afternoon tea and spa treatments. On a rainy day we would have gone to their cinema, simple room with a DVD, but this has now gone. Evening entertainment has also changed with more emphasis on staff involvement rather that known acts with varying degrees of professionalism.

In summary, we wont be returning in the future unless things improve but if you are thinking of going I
wouldn' t bother with a signature experience room at extra cost as the standard is very little different now. And if you like to have things to do which are included in the price I would take a good book.

Just sat watching TV when a Warners add came on.
Yes, when they get it right, there are some fabulous venues to stay and enjoy.
Recently we stayed at Alveston Hall.
Our room was really cold with a heavy draft through the patio doors.
On discussion with reception, a maintenance man came and applied sealants to the windows & doors.
This had very little effect.
Having spent another cold night in our room, we again went to reception. They offered us a free standing heater, repeat a second time. Thats 3 sleepless nights. Gave up for night 4 and just stayed up late and slept fully clothed.
Boy were we pleased to get home.
To add to this the spa area was closed and the pool and changing rooms were freezing.
The sad thing is Warners will not engage in conversation, or own their own short comings.
They just engage in a co-operate statement where they will learn from their mistakes.
Come on Warners get your act together !!

Having booked, I had one simple question. Customer service is non existant. Call centre neither answers nor rings back. Customer service email ignored many times. AI bot useless. Tried to contact actual hotel and exactly the same nil result.
Outcome, now cancelling. Will lose deposit but not worth throwing good money at this company.

We stayed at Cricket St Thomas in Dec, I was taken ill, my 87 year old partner rang reception to ask for help! None forthcoming, chap said was on his own, unreal...We did manage to get to our car and came home day early. I wrote to Head Office, presumably did not receive, wrote to CST no reply. The customer service is simply appalling. My question is, had I needed an ambulance, who would have helped? Since then have been very ill in hospital and had an op. Thank you Warners for your total lack of interest.
Tried to ring Warners and 30 minute wait, says it all...

Warners : The Runnymede.

Platinum card holders.

We arrived at The Runnymede at about 1055 am having booked early check in.
We were greeted very warmly by the staff at reception, who duly checked us in and gave us our room card.

The hotel has WiFi for all guest, however it’s not much good. Granted it’s free. But don’t advertise your premium hotel as having free WiFi if it’s rubbish. It was easier to stay on the mobile network.

We couldn’t get the room before 12 noon which we knew before arrival, so it was off to the bar and a bite to eat.

We went to our room at 1145 (chancing our arm) and it was ready. And a very nice room it was too. Tea. Milk. Biscuits and a coffee machine all supplied and a king size + bed.

The room was very clean and well appointed with a big bathroom come shower.
Apart from the window that let in a force 10 gale and all the seals were falling out.

The coffee machine advertised as “Nespresso” was not. The coffee on the one day we were given capsules for the machine was un-drinkable.
Not sure what type of coffee it was but it wasn’t nice. Luckily as seasoned travellers we took some Kenco with us.

The Market place restaurant is quite small. And unlike other Warners you don’t get allocated your table for the duration of your stay, whilst the Bistro restaurant is much more spacious.
The food is plentiful and fresh, hot and tasty.

However, whilst the food was very good it was quite samey. The restaurant staff/bar staff are not proactive in any way shape or form.
With the exception of Atrind (we think that was his name) who was superb.
One particular evening there were 8 tables that needed clearing/resetting and one of the waiters had not moved from propping up the bar in 15 minutes.
He then came and took my partners plates etc but not mine, which was very odd.

The hotel is spic and span. But let down by the lazy bone idol restaurant staff to the point of having to get our own drinks. Now I’m not a snob or posh bloke in any way shape or form, but when I pay to stay in a warners so called “reserve “ hotel I expect a certain level of service.

And as platinum card holders we have seen a better level of service by staff around the country at various Warners by students.
It should it also be noted that this is also the first Warners that we have been to that charges a service charge to get a drink. Which by the end of our stay we asked for it to be removed.

If this is the direction that Warners is going ….we won’t be.

We also booked a spa massage and I have to say both ladies were absolutely the best particularly Gina. We were both more than impressed with their level of customer service and professionalism.
My massage was by Gina and as it was my first ever massage she totally put me at my ease. Such a professional.

And very oddly for a hotel of this size there is only one lift and only 3 or 4 people can fit in it. And given the average age of Warners guests you wouldn’t fit a mobility scooter in it.
That said anyone with a mobility scooter should notify the hotel at the time of booking so that they are on the ground floor.

The auditorium is fantastic. The sound system is brilliant. The entertainment staff and the resident bands are absolutely great.
All clean. Warm and fresh.

All in all it was a pleasant stay. And wouldn’t stop us going Thoresby Hall in November.

If I had to grade the hotel and stay it would be:

Hotel condition: 7/10
Food: 8/10
Room: 7/10
Bar staff: 6/10
Restaurant staff: 4/10
Entertainment:10/10

Don't bother to complete the feedback that is e-mailed after your stay as Warners cannot be bothered to acknowledge or reply although serious concerns were raised in respect of Customer service and safety. My stay was at Heythrop at the end of November.

I am disabled and booked a twin bed disabled room. On arrival I found my room was up two flights of stairs and was not for disabled. I was advised attempts would be made to find a disabled room but if not I could stay overnight and return later to complete my stay. The next day, having struggled up and down the stairs, I was not fit enough to undertake the 80 mile journey home, and I was allocated a room which could be accessed using a lift. However, this was not a disabled room so the bathroom facilties were inadequate and I was not able to shower throughout my stay, and it was so far from the dining room and activities that I was unable to participate in many of the activities and on occasions I could not manage to get to the dining room for meals. The distance to the dining room and entertainment area left me so tired I could not attend any of the evening entertainment. Staff seemed blind to the needs of the disabled. My disability is very apparent, I am load-bearing on crutche so unable to carry anything but at no time did staff offer assistance even though all meals were buffet style and had to be carried to the table. Great difficulty was experienced making a complaint; webchat did not operate, numerous email addresses, many provided by the company failed to operate or get a response, and the ceo failed to respond to an email. Eventually contact was made but the company refused to respond favourably.