My wife and daughter were booked on a short break for June 2020 which was cancelled by Warners due to the Corona Virus problem. An email and letter from Warners Managing Director was received on 13 May 2020 confirming that a refund was available to anyone who did not wish to re-book a break in the future. Due to health issues, my wife decided that a refund was appropriate and I (her husband) made contact with Customer Services to apply for the refund of monies already paid to Warners. Having contacted Warners Customer Services, I was advised that No Cash Refund was available and all of the monies paid would be put into a "Holding Fund" and would stay there until a new booking was made. Several emails and phone Calls were made to Warners pointing out that their MD had given the option of a Full Refund or Money Being Transferred to a Holding Account and my wife had decided, due to health reasons, to have a full refund. A Customer Services Supervisor at Hemel Hempstead (name available if required) made contact by telephone and was extremely unhelpful, verging on abusive (not a good advert for Warners Leisure Hotels). Notwithstanding this, I made further contact with Warners and eventually spoke with a very helpful lady (name available if required) who made a great effort to resolve the difficulty and within a day had managed to get authorisation for a Full Refund. I can say that the payment has now reached my wife's account and we are extremely grateful to the lady who actually took a grip of the problem and resolved it with care and professionalism. Needless to say, due to the unhelpful attitude of the head office staff, future holidaying with Warners will not ever be an option for my family or friends