Name: Warner Leisure Hotels
Address: 1 Park Lane, Hemel Hempstead,, Hertfordshire
Rating: 2.45

“Absolutely terrible - for a full review of Gunton Hall see my Trustpilot review. The company has a terrible attitude towards customer service and leaves local hotel management to deal with problems, despite the fact that they are clearly not up to the job and simply use a formula approach to calculating compensation for problems with absolutely no regard to the significant disruption somebody might have experienced on their holiday. The holidays are good when they go well, but don't expect any level of service when you encounter a problem. I am seriously reconsidering whether I can face holidaying again with them in the future.”

Helpful Report

Posted 1 week ago

“Have just finished 5 day stay at warners cricket St Thomas March 2025, after 3 days felt I needed to make a complaint, an unpleasant Manager Simon, let down all the good work the staff did, his attitude to paying guests and staff was totally unacceptable, the General Manager Fern Chapman has a new complaints procedure just ignore complaint and don’t respond. I should have looked at REVIEWS.io before booking and paying, BUT like the majority I will never go back there. I would suggest warners head office spend some time there, before it has no paying guests”

Helpful Report

Posted 2 weeks ago

“Went to the hotel in cheshire avlvaston hall .....before i start i have been to warner weekends before but not this one and they was really good ............we went on fridat 10th jan for two nights but come home after 1, it was freezing everyone was really cold the food was awful, no hot water in the mens tiolet and freezing in there, the rooms was bioling hot though to hot to sleep,we got up the next day and come home, i dont know if there cutting costs but we would never go back or recommend it either. I know it sounds like im having a good moan but believe me i'm not,the good pionts the beds was good and clean and the staff was nice”

Helpful Report

Posted 3 months ago

“Don't bother. There cancellation policy is worthless no refunds whatever absolute disgraceful no compassion at all. You will regret it avoid at all costs”

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Posted 3 months ago

“Everything at Cricket St Thomas. I booked for 5 days two signature rooms next to each other in the wall garden. 421 & 419 but the rooms were in different wings. My mobility is now not good so needed help from my friend who is 82 and have not seen her for a year. I am using a scooter now and could not managed the heavy fire door, there were no instructions how to phone her and put the heating on. The light over the mirror did not work needed three calls to replace. My fresh milk went off after two days. Again i phoned reception to ask for replacement at 7.45 expecting some to arrive. Nothing and no tea. After breakfast went to reception and was told in was in hand with house keeping. The next problem was using my scooter to get to my table in the restaurant and then a staff would take it away. A new system. I was struck having to ask my friend to wait on me while her coffee and food got cold. In the evening the main course was get your own. Again a new system. There are not enough toilets and one has to use the lift to go one floor down. Instead of a lovely happy time together we both left feeling stressed and feel we wasted our money. I have been to many Warners but this one has gone down with the lack of service. 25th -30th October. Cricket St Thomas. our visit does not deserve ONE Star should be minus”

Helpful Report

Posted 5 months ago

“My partner and I visited Heythrop Park in the Cotswolds on a 5 day break. My partner had an upset stomach, possibly food poisoning, and felt so poorly we left on day 3. I emailed Customer Services, Paul Flaum CEO of Bourne Leisure and Iain MacMillan Director. I received delivery receipts but this is now over 3 weeks later and no-one has acknowledged my emails despite reminders having been sent. This company is quick to sell you a holiday and accompanying packages but couldn’t care less if you have an issue!!!”

Helpful Report

Posted 6 months ago

“If I could -10 for my first Warners break at Cricket St Thomas I would, on arrival we were given cards to access the room door this didn’t work so had the long trek back to Reception to get the cars sorted. The room was fine, overlooking the garden with patio. The restaurant, however, was a disgrace throughout the 5 night stay, first evening ordered from menu the fish was cold and dry accompanied by hard cold peas and new potatos, ordered a coffee which took half an hour. Breakfast day two, cold mushrooms, tomato’s and congealed egg the toast required a saw to cut through it the plates were cold and food looked like it had been standing for some time. Evening meal very little left on deli, sausage and mash cold, the service from staff very poor. Day three ordered eggs Benedict rather than buffet in the hope of a hot meal, arrived eggs undercooked and swimming in Holland aisle sauce resembled a soup. Didn’t bother with evening meal went to an off site restaurant for hot well presented food. Day 4 played safe and went with cereal, evening meal walked out after being ignored for half an hour. Did book the archery were asked to present at 10am when we were told that staff didn’t start work until 10 so didn’t get going until 10.15 but very prompt to finish. Though we would try the Hamilton for a snack no different there either coffee cold, chips cold. Warners appear to have a problem with staff and restaurant training. I would NOT recommend Warners shame was going to book strictly weekend 2025 but can think of better ways to spend my money.”

Helpful Report

Posted 7 months ago

“We have been to a few Warners and everything has been fine. 2weeks ago we went to Heythrop. All looked good. When we finally got to our room we made a drink, unpacked, then I tried to open a window. Like many other people, air conditioning does not suit me - I ge the usual dry cough, difficulty breathing, etc etc. An open window is vital then I can turn off the air-con at night. The window - despite having catches - did not open. A quick phone call to reception and we were told none of the window open except a few on the ground floor. It's 'Heath & Safety'. They could not offer us another room so we had no choice but to leave and come back home. Very disappointed. Warners believe that as they gave us a full refund we are not entitled to any kind of compensation for the loss of holiday, distress through the process of trying to get something sorted, fuel for a wasted journey there and back. Apparently - and you all need to know this - 'many hotels do not have opening windows'. And ' you should have checked before travelling'. Apparently it is our problem to ensure a basic right to fresh air. We disputed the 'Health and Safety' aspect. Air conditioning is certainly not healthy. A lack of fresh air is not healthy. Restricted opening would solve the safety problem. I also asked what would happen if there was a fire in the corridor. We would have no means to exit the room and would be trapped. I was told that I woul - 100% - be able to break a double glazed window. I was not told what I could break it with from my suitcase!!!! Warners do not believe they need to put this information on their website that you cannot open MANY of the windows in their hotels. Warners feel they have been generous in making a full refund. They have offered a £50 voucher but cannot tell me which hotels have opening windows so I can book somewhere else. They suggest I go back to the ones I have been to before. This unacceptable attitude has put me off ever using Warners again. Apparently a lack of fresh air has never been a problem before so they will not be looking to do anything about it. Be warned.....check EVERYTHING yourself before you book. I was told that the problem with booking online is that you cannot check these things and you should ALWAYS phone to book!!!! It's 2024........?????”

Helpful Report

Posted 7 months ago

“I took out the cancellation protection, knowing I might need to cancel owing to being on the waiting list for heart surgery. Was shocked and disgusted to find that having paid £60 for the protection, I was charged another £70 early cancellation fee. I was not given a refund but the rest of my money is being held hostage against another holiday - which I’m not convinced I want. This protection is a total rip-off - and they only tell you the terms and conditions once you’ve purchased it. Never again!!!!!!!”

Helpful Report

Posted 8 months ago

“We received an email late Friday afternoon, (too late to contact them - was that intentional?) 14 days before the date we were due to arrive. The email states: "During your break we need to let you know that the pool, steam room and sauna will be closed for essential works from 17th June until 27th June – and will look to re-open from 28th June. The gym will also be closed from 17th June and will look to re-open on 21st June because of an upgrade to all equipment." Note, there is no guarantee that the gym will be open, but they are hoping it will be open by then. We chose a hotel with a swimming pool and sauna and steam room for a reason. As this is now unavailable I have contacted Warners to try to arrange either a refund, so we can book again later in the year when the facilities are available, or a move to a different location (Sinah Warren where we previously stayed), or to delay our trip to September. I filled in their forms - three times - Friday, Monday, and Tuesday and phoned twice, Monday and Tuesday before finally speaking to someone who would 'resolve' my case. I have been told we must either take it or leave it. Either take the holiday as it is or, if we cancel it, lose everything we've paid. No option was given to transfer to another location. The reason given was that we had booked at Cricket St Tomas. When I asked about delaying to September I was told they couldn't do that either because we had booked for June. - What sort of reasoning is that? Whatever happened to customer care? This has left me very frustrated with their intransigence. We chose the hotel with the pool, sauna, and steam room on purpose. Not all have these facilities. Now these will not be available. I have been told I can use the local leisure centre instead - with no sauna or steam room, and certainly not on site. I suffered an injury at the start of the year and a relaxing weekend with access to a steam room, sauna, and pool was meant to be therapeutic. It now will be nothing of the sort. It will now be a weekend with nothing to look forward to but a long journey there and back. After my previous very enjoyable first visit, this experience has put me right off ever having anything to do with Warner Hotels ever again. That's the result of their customer service. Well done Warners, you've lost another customer - and anyone else I can warn about them. The question on this site asks how easy it was to get a refund. - Impossible. Despite their Terms and Conditions, they make the rules, and they interpret them. Short of the place burning down, it seems to be impossible to get your money back, as many other reviewers have also noted. Be warned. If there's any little problem: You won't get your money back. They won't change the date, and They won't let you change location.”

Helpful Report

Posted 10 months ago

“Everything lovely apart from the food which was disgusting sloppy eggs toast rock hard dinner was worst beef you couldn't eat waited 20 minutes for chef to bring out more food gave up waiting won't be going back we have been going for years with family and friends”

Helpful Report

Posted 10 months ago

“Booked a 3 day break in January for July 2024. In March I was referred by my GP for a colonoscopy following mild stomach problems and this was carried out 14th April. This led to CT and MRI scans and blood tests at the end of April culminating in a bowel cancer diagnosis handed to me 11th May. I rang Warners 13th May as my holiday clashed with the date of major surgery and the answer was basically 'No' to a refund or rebooking for a later date. So £800 plus down the pan as I had not taken their holiday protection and a total lack of compassion on Warner's behalf.”

Helpful Report

Posted 11 months ago

“Nearly 5 weeks ago we went to Holme Lacy. On the Wednesday morning while running the shower I accidentally slipped on the wet floor . There was no rubber bath mat for safety. I fell backwards and split my head causing blood everywhere. The first aider and paramedic were called and I was taken to Hereford hospital where they were very worried about me after having a head scan and frequent BP checks. My back was covered in bruises and I had 6 clips to bring the gash together. Because I was so ill i was driven home by my daughter after 8 hrs in hospital. I have been in contact with Holme Lacy and they are not interested in what happened other than to blame me 100%. The following day I had to go to the local hospital as it would not stop bleeding. Last week I had another scan because of continuous headaches. Apparently the hotel cannot find any failing by the hotel. If this is how they think they are not to blame in any way it doesn't say much for people who have been to their hotels many times. It was too much to at least have a refund for 2 days but evidently that is never considered. To put it mildly we are disgusted with their attitude and will not visit them again.”

Helpful Report

Posted 11 months ago

“Horrendous Experience at Sinah Warren Warner Hotel Stictly Weekend! My partner and I were utterly let down by our recent weekend getaway. From the moment we arrived, it was a debacle. No parking available, missed activities due to lack of notification, and a so-called VIP table that was anything but VIP. The dance classes were so cramped it was impossible to enjoy, and the dining experience was akin to a school cafeteria. To add insult to injury, the staff's communication was shockingly poor, leaving us in the dark about important details. Even worse, when we expressed our concerns to the manager, Clinton, we were met with dismissiveness and excuses. We ended up cutting our stay short because it was so dreadful, only staying one night out of three. And forget about getting our money's worth—despite paying over £1,000, we barely got one dinner and two breakfasts out of it. Save yourself the headache and steer clear of this establishment. Warner Hotels promises luxury but delivers nothing but disappointment. STAY AWAY!"”

Helpful Report

Posted 11 months ago

“Have had to cancel our holiday for may 2024. Had alot of promblems getting money refunded. As my husband is waiting for cancer operation. We have been refunded money less our deposit. As if that's not bad enough warners have now told us their have cancelled our twismas break and we have lost our 70 pound deposit . My letter that we sent with hospital report said we would not be able to travel in the new future it did not mention twismas.warners have cancelled our holiday not us will never ever go to warners again I'm taking this further I'm contacting citzens advice as I have took more advice on this no compassion what so ever warners have when it comes to illness. Mr spaldingsmith”

Helpful Report

Posted 1 year ago

“Have had to cancel our holiday for may 2024. Had alot of promblems getting money refunded. As my husband is waiting for cancer operation. We have been refunded money less our deposit. As if that's not bad enough warners have now told us their have cancelled our twismas break and we have lost our 70 pound deposit . My letter that we sent with hospital report said we would not be able to travel in the new future it did not mention twismas.warners have cancelled our holiday not us will never ever go to warners again I'm taking this further I'm contacting citzens advice as I have took more advice on this no compassion what so ever warners have when it comes to illness. Mr spaldingsmith”

Helpful Report

Posted 1 year ago

“We are regulars at Warner hotels especially studley castle we went in January 2024 to find the jacuzzi wasnt working it not the first time this has happened they said they was waiting for parts for it we just called today to book for tomorrow for 2 nights 28th feb and it's still not working they are advancing spa breaks with no spa we wont be returning get your act together warner hotels.”

Helpful Report

Posted 1 year ago

“What is the use of paying the extra cancellation protection when it does not work ??? As a terminally ill person who cancelled within a period to allow them to re-sell the room have been told they will hold onto the £300 + until they book again.. basically they need that money for the sake of a little quality of life that they have left.. never have I dealt with such uncaring disgusting money grabbing people such as these !!!”

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Posted 1 year ago

“In my opinion Warners mislead the public with the entertainment. They advertise groups who clearly don’t exist anymore with original members…seems like a free for all on these 1960/70’s names with the parasites who are just music scammers living off other original members names. The Dreamers for example….one says he was in Freddie and The Dreamers yes for six weeks and sacked…why should we pay premium money to watch fakes. Union Gap nothing to do with the band at all. Plus many many more Tom Farrier musician from the era. Warners stop misleading the public.”

Helpful Report

Posted 1 year ago

“The actual site at Gunton Hall is OK, as is food and accommodation. Just don’t use the spa. On entry there is a sign warning you to be quiet! This gives you an idea of management style. I booked the facial/manicure package. My nails take ages to dry, so I requested my manicure first but their ‘protocol’ is to do your facial first. I just had nails done and yes, they smudged, although I was extremely careful. They were removed next morning and I felt disinclined to take the facial as the atmosphere was so difficult. I requested a refund which has been denied. My word against the manager here. Whatever happened to customer service? Be warned! Don’t expect a refund if you are dissatisfied!”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Returns & Refunds
Refunds Process	Difficult

Warner Leisure Hotels Reviews