Warner Runnymede, as with other Warner hotels stayed at previously, adequate disabled parking bays are not available. Seen only 7 blue badge bays in car park. Normal parking bays too narrow to open... Ver más
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I have already written a review regarding my nightmare stay at the Warner Runnymede hotel in a heatwave during Royal Ascot week . They lied about having working AIR CON , and still do ! However... Ver más
Stayed at Cricket St Thomas, upgraded to a signature room, which was shabby, stained ceiling, very worn doors and floors, no hot water at peak times. Food was nice first day, then repeated day aft... Ver más
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Went to Studley castle in August this year for a return visit. Unfortunately not as good as previously there. On our first night we were ‘welcomed’at restaurant reception by a gum chewing girl who rep... Ver más
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Save up to 50% off selected weekend and midweek hotel breaks from Warner Leisure Hotels. Fantastic choice of adult breaks available, book online today.
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Park Lane 1, HP2 4YL, Hemel Hempstead, Reino Unido
- warnerhotels.co.uk
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No empathy towards unforseen circumstances
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.
19 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback, and we're very sorry to hear about the serious health issues you experienced. We sincerely hope that you have made a full recovery following what must have been an extremely difficult and distressing time.
We appreciate that being unable to travel due to an unexpected hospitalisation was completely outside of your control, and we understand why you were disappointed when you were unable to proceed with your holiday as planned.
As with all guests who choose not to take our holiday protection cover, we are required to apply our booking terms and conditions consistently and fairly. While we appreciate that every situation is unique, we must ensure that the same options are available to all guests in similar circumstances. In line with these terms, the option available was to transfer the booking to alternative individuals, which was discussed with you at the time.
We recognise that this was not the outcome you were hoping for and appreciate your comments regarding flexibility and goodwill. Please be assured that our team did consider the options available within the framework of our booking policies.
We're also sorry to learn that the account communications you received during your recovery added to your frustration. These statements are generated as part of our standard booking process and were not intended to cause any additional upset at what was clearly a challenging time.
As a returning Warner guest, we are particularly disappointed to learn that this experience has affected your perception of us. Whilst we were unable to make an exception to our booking terms on this occasion, we do appreciate your feedback and the opportunity to understand how this situation made you feel.
We wish you continued good health and thank you once again for sharing your experience.
Kind regards,
Stuart
I stayed at Heythrop Park last week…
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.
25 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback following your stay at Heythrop Park.
We're pleased to hear that you enjoyed exploring the Cotswolds and found your accommodation clean and well furnished. However, we're sorry to learn that several aspects of your stay fell short of your expectations.
We appreciate your comments regarding the distance from the South Wing car park. Heythrop Park is our biggest hotel, so getting around can take a while. We understand how challenging this can be, particularly for guests with mobility concerns, and we recognise the frustration this caused for you and your friend.
Your observations regarding changes to some of the in-room amenities and touches that you've previously enjoyed at Warner Hotels have also been noted. We understand how these details contribute to the overall guest experience, especially for our returning guests.
Kind regards,
Stuart
Stayed at Heythrop Park from 6th Sept…
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.
7 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback following your recent anniversary stay at Heythrop Park.
I sincerely apologise for the challenges you encountered during your stay with us. From the issues you experienced on arrival with your room, to the service levels, dining experiences, and entertainment offering, it is disappointing to learn that your holiday did not meet the high standards you have come to expect from Warner over your many visits.
Your experience did not meet our expectations, and I want to assure you that this is not the level of service we aim to provide. Your feedback is extremely important to us, and we would appreciate the opportunity to discuss this matter further. Please visit our website, click on 'Contact Us' and select 'Online Guest Feedback' to complete a form. Once submitted, a member of our team will contact you directly to address your concerns.
We value your loyalty over the last 30 years and are saddened to hear this experience has left you feeling this way. We hope that by speaking with our team, we can restore your faith in Warner and demonstrate our commitment to ensuring you have a wonderful experience with us in the future.
Kind regards, Stuart
Loyal customer of 30 years, no flexibility after a medical emergency
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.
23 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback. Firstly, please pass on our sincere wishes to your mother for a full recovery following what sounds like a very serious medical emergency.
We are sorry to learn that she was unable to travel and that the outcome of her request left both of you feeling disappointed. We completely understand why, after many years of holidaying with us, you had hoped for greater flexibility in these unfortunate circumstances.
While we appreciate the notice provided and your mother's willingness to explore alternative options, we are required to apply our booking terms and conditions consistently and fairly for all guests. Where Cancellation Protection has not been added to a booking, we are unfortunately unable to offer the same flexibility available under that cover, and our teams must adhere to the agreed terms. This ensures that we treat every guest equally and fairly in similar situations.
We are sorry that this was not the outcome you were hoping for. We do appreciate your mother's long-standing loyalty to Warner and understand the frustration this situation has caused. Although we were unable to change the booking arrangements, we are pleased to hear she has separate travel insurance in place and hope the claims process progresses smoothly.
Thank you again for sharing your experience. Your comments have been noted and will be shared with the relevant teams as we continually review how we communicate our options and policies to guests.
Kind regards, Stuart
Norton grange
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.
24 de julio de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback.
We're delighted to hear that you enjoyed the food, entertainment, and that you found our team members polite and helpful throughout your stay. Your kind comments about our staff are greatly appreciated.
However, I am sorry to learn of your disappointment regarding your room upgrade and the changes made to the inclusions associated with that room type. I can understand how frustrating it must have been to book your holiday based on certain benefits, only to discover that these had changed before your arrival without the opportunity to review your options.
I am also disappointed to hear about your experience when contacting Customer Services. We expect all guests to be treated with courtesy and respect, and I am sorry that you were left feeling otherwise.
I sincerely apologise for the challenges you encountered. Your experience did not meet our expectations, and I want to assure you that this is not the level of service we aim to provide. Your feedback regarding communication of policy changes has been noted, as we appreciate the importance of keeping guests informed and allowing them to make decisions based on accurate information.
We would appreciate the opportunity to discuss this matter further. Please visit our website, click on 'Contact Us', and select 'Online Guest Feedback' to complete a form. Once submitted, a member of our team will contact you directly to review your concerns.
Thank you again for your feedback. We hope that by speaking with our team, we can restore your faith in Warner and demonstrate our commitment to providing the high standard of service our guests expect and deserve. Stuart
Avoidable illnesses
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!
26 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your experience. We were very sorry to read that your much-needed break at Littlecote was affected by illness concerns and did not provide the relaxing experience you had hoped for following your family bereavement. I am sending my deepest condolences to you and your family.
We understand how upsetting it must have been to encounter the issues you describe. We appreciate that these circumstances had a significant impact on your stay and led you to cancel elements of your break that you had been looking forward to enjoying.
The health, wellbeing and enjoyment of our guests and team members remain our highest priorities. As with many hotels, resorts, and other environments where large numbers of people gather, occasional elevated levels of gastroenteritis can unfortunately occur despite preventative measures being in place.
transmission. These include rigorous cleaning and sanitisation standards throughout the hotel, together with enhanced environmental sanitisation measures whenever cases of illness are identified.
We are sorry to hear that you feel you were not made aware of the situation during your stay. We proactively communicated with all guests who were due to arrive. However, if the situation developed during a guest's stay, it would not have been possible for us to provide advance notification before their arrival.
We're sorry that you were disappointed with the outcome of your discussions with our Customer Care team. Any goodwill gestures offered are carefully considered based on the individual circumstances of each case and the impact of the issues experienced.
Thank you again for sharing your review. - Lauren
I bought an error on their behalf to…
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.
17 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for sharing your feedback. We're sorry to hear that you remain disappointed with the outcome of your complaint.
When reviewing concerns raised by our guests, we carefully consider all aspects of the experience to ensure any goodwill gesture offered is fair and proportionate to the circumstances. We appreciate that, in this instance, you do not feel the resolution provided adequately reflects your experience.
While we understand your frustration regarding the room allocation offered, the team would have completed a thorough review before reaching their final decision.
We're sorry that this experience has left you feeling dissatisfied and thank you for taking the time to share your views. - Lauren
Don't Bother - Its Butlins but worse !!!!!!!
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 -
5 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for sharing your review following your stay at Heythrop Park.
I am sorry to hear that the service levels did not meet your expectations, along with the organisation of the hotel. We do always aim to provide all guests with efficient and friendly service, and I will be sure to pass this along to the relevant teams.
Thank you for your comments regarding breakfast. All Warner breaks include breakfast, three-course evening meal, entertainment, and full use of leisure facilities. Unfortunately, drinks are not inclusive, and these do come at a charge.
I am sincerely sorry to hear you felt your concerns were not resolved during your stay. Your experience did not meet our expectations, and I want to assure you that this is not the level of service we strive to provide. Your feedback is extremely important to us, and we would appreciate the opportunity to discuss this matter further. Please visit our website, click 'Contact Us,' and then select 'Online Guest Feedback' where you can fill out a form. Once submitted, a member of our team will reach out to address the points you raised. We hope that by speaking with our team, we can restore your faith in Warner and demonstrate our commitment to ensuring you have a wonderful break with us. - Lauren
Warners Don’t waste your money
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.
26 de junio de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback.
I sincerely apologise for the challenges you encountered during your stay with us. From your comments regarding the cleanliness of your room, the quality of the food and your disappointment with the entertainment, it is clear that your experience did not meet either your expectations or the high standards we aim to deliver.
Your feedback is extremely important to us, as we are committed to providing enjoyable, high-quality breaks for all our guests. We are sorry to learn that you felt the experience did not offer the value you expected.
We would appreciate the opportunity to discuss your concerns further. Please visit our website, click 'Contact Us', and select 'Online Guest Feedback' to complete a form. Once submitted, a member of our team will be in touch to review your experience and address the issues you have raised.
We hope that by speaking with our team, we can restore your faith in Warner and demonstrate our commitment to ensuring our guests have a wonderful experience with us.
Kind regards, Stuart
This was a 60th birthday present for my…
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.
28 de mayo de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback. We're pleased to hear that you enjoyed the entertainment and appreciated the beauty of Heythrop Park and its grounds, especially as this stay was such a special occasion to celebrate your husband's 60th birthday.
That said, we're very sorry to learn that several aspects of your experience fell short of expectations. The service you describe is certainly not the warm and welcoming atmosphere we aim to provide, and we're disappointed to hear that interactions with some team members left you feeling unwelcome.
We appreciate you updating your review to reflect the aspects you did enjoy, and we're grateful for your honest feedback. Your comments will be shared with the relevant teams so that we can review the areas you've highlighted and continue to improve the experience we provide.
Kind regards, Stuart
Not as good when we started going
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
5 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback and for your loyalty over the years. We're sorry to hear that your recent experiences have not matched the standards you enjoyed on previous Warner breaks.
We're also sorry to hear your concerns regarding activities that now carry an additional charge. As part of our commitment to improving the guest experience, we've invested in additional team training and introduced enhanced one-hour sessions for activities such as archery, rifle shooting, crossbow and axe throwing, with prices starting from £8.50 per person. These changes were introduced to help address feedback that activities were often fully booked due to no-shows, resulting in other guests missing out. While we appreciate this may be different from what you've experienced in the past, the aim is to provide a better overall experience and improved availability for those wishing to take part.
Your comments are important to us and will be shared with the relevant teams for review. We genuinely value your continued support and hope we'll have the opportunity to welcome you back and provide a stay that better reflects the standards you've come to expect from Warner Hotels.
Kind regards, Stuart
Would rate Littlecote and Heythrop 8…
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.....
3 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your experiences across our hotels and villages.
We're delighted to hear that Littlecote and Heythrop stood out for you, particularly for the food, entertainment, surroundings, rooms and spa facilities. It's especially rewarding to receive recognition for team members who have made a positive impact on your stays. We'll be sure to pass your kind comments on to Steve Holley, Piotr, Jay and Stuart, who will be thrilled to know they helped make your visits memorable.
We're also pleased to hear you enjoyed the performances from Simone Kaye, Cloudbusting, Moonage, Lydia, Jasun Watkins, Yzzy and Breathless. Our entertainment programme is a key part of the Warner experience, so it's wonderful to know these talented performers contributed to your enjoyment.
Thank you for sharing your honest feedback on the different locations you've visited. We value all comments as they help us continue to improve and deliver memorable holidays for our guests.
We hope you have a fantastic stay at Runnymede in December and look forward to welcoming you again soon.
Kind regards, Stuart
Warner adver interrupted a program I…
Warner adver interrupted a program I was enjoying
2 de septiembre de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for your comment.
We note that you have shared similar feedback with a number of companies regarding interruptions to television programming. Advertising breaks are a standard part of many commercial television channels and are determined by the broadcaster rather than individual advertisers.
If uninterrupted viewing is important to you, you may wish to consider channels or streaming services that offer ad-free content. Stuart
DISASTROUS WARNER BREAK
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.
28 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Following our phone call today, I would like to once again express how sorry we are that your wife's 70th birthday celebrations were disrupted and that your plans had to change at such short notice.
The health, wellbeing and enjoyment of our guests and team members remain our highest priority. Unfortunately, as can sometimes occur in hotels and other environments where large numbers of people gather, outbreaks of gastroenteritis can arise despite preventative measures being in place.
When cases of illness were reported by guests staying on the break prior to your arrival, we followed our established health and safety procedures. Following a review of the situation on the Thursday, and due to the number of reported cases, it was determined that a number of affected rooms would need to undergo enhanced deep-cleaning and remain vacant for a period of time. As Littlecote House was fully booked, this regrettably meant that some reservations had to be cancelled.
We fully appreciate that receiving this notification on the eve of your holiday was extremely disappointing, particularly given the significance of the occasion and your plans to celebrate your wife's 70th birthday with family. The decision was only made once we had assessed the situation and understood the impact on the accommodation available, but we understand that this did not lessen the inconvenience caused.
Our team did offer a number of alternative options in the hope that you would still be able to enjoy a Warner break. You subsequently chose Studley Castle, and although the stay was reduced from three nights to two, we refunded the additional night. In addition, despite your room checkout being at 10:00am, you were able to remain on-site and enjoy your evening meal on the final day. Although the break at Studley Castle had a higher overall value than your original booking at Littlecote House, we honoured the original nightly rate you had paid, meaning there was no additional cost to you for the upgraded accommodation.
We completely understand why you feel disappointed, particularly as this was a milestone birthday celebration that had been carefully planned. While the action taken was necessary to protect the wellbeing of our guests and team members, we recognise that the short notice and resulting changes significantly affected your plans. For this, we are sincerely sorry and regret the impact this had on what should have been a special occasion for you and your family.
We hope that despite the circumstances, there were some aspects of your stay at Studley Castle that you were able to enjoy, and we appreciate you taking the time to share your feedback with us. Stuart
Don't leave anything behind
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.
7 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for your feedback. While we're pleased to hear you enjoyed your break at Thoresby Hall, we are very sorry for the difficulties you experienced when trying to recover your tablet and ring after returning home.
We appreciate how stressful this situation must have been, particularly given the challenges you faced contacting the hotel and obtaining updates. Whilst we're pleased both items were located safely, it is clear that our communication and coordination throughout the process fell well below the standard you should expect from us.
We are especially sorry for the inconvenience caused by the conflicting information regarding the return of your belongings and the disappointment of travelling to the hotel only to find that arrangements had not been communicated effectively.
Thank you for bringing these concerns to our attention and for sharing your suggestions for improvement. We sincerely apologise for the frustration and anxiety caused and will use your feedback to help improve our lost property procedures and communication processes.
Kind regards, Stuart
A genuinely warm welcome.
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.
13 de julio de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for your wonderful review and for your continued loyalty to Warner Hotels.
We are absolutely delighted to hear that our team helped make your visits so enjoyable. Creating a warm, welcoming atmosphere is at the heart of everything we do, so it's lovely to know that this has been your experience time and time again.
A special thank you for highlighting Steve. Your comments about his kindness, patience and genuine care towards your elderly parents are truly heartwarming. Steve has a remarkable ability to connect with guests, and his warmth, humour and exceptional stage presence make him a valued member of our team. We will be sure to share your kind words with him, and we know he will be thrilled to receive such wonderful recognition.
We're also grateful for your compliments about the wider team. It is always rewarding to hear that our colleagues have helped create memorable experiences for our guests.
Thank you again for taking the time to leave such a lovely review. We look forward to welcoming you and your family back again soon.
Kind regards, Stuart
Disapointed
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.
28 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Dear Guest,
Thank you for taking the time to share your experience. We are very sorry to learn how upsetting and disappointing this situation was for you and your family, particularly when you were looking forward to your break at Littlecote House.
We completely understand your frustration at learning of the illness outbreak on arrival and appreciate the concerns this would naturally raise. We are also sorry that the communication regarding the situation did not reach all guests on the booking.
Thank you again for your feedback. Your comments have been shared with the hotel management team, and we hope your refund is processed swiftly.
Kind regards, Stuart
Norovirus Ruined Our Holiday
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.
24 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for sharing your experience. We are very sorry to hear that your stay at Littlecote House was affected by illness and that what should have been a special family break ended so disappointingly.
We appreciate that the delayed check-in, changes to the dining experience and the concerns surrounding reported cases of sickness impacted your enjoyment of the holiday. The wellbeing of our guests and team members is always our highest priority, and whenever cases of illness are identified, enhanced cleaning and sanitisation measures are implemented in line with expert guidance to help minimise the risk of transmission.
We are particularly sorry to learn that both your husband and, subsequently, yourself became unwell, and we hope you have both now made a full recovery.
Your feedback regarding communication, food, entertainment and the overall guest experience has been shared with the hotel team. Thank you for bringing these concerns to our attention.
Kind regards, Stuart
Wbad experiencee have recently returned from…
We have recently returned from littlecote we arrived last Monday 24th to be told there was an outbreak of sickness and check in wasn't until 5pm while they did a deep clean. If it wasn't for the fact that our journey had been 4 hours too far for a return trip we would have left.
Checked in the room no way had they done a deep clean never saw any cleaners again until Wednesday afternoon!!! By Wednesday I was feeling unwell and was sick all that afternoon!!! We later learnt that 50 people have been asked to leave early on the Monday!!!
Fortunately my husband was OK so we left early on Thursday am still not completely right. We have been on quite a few warners holiday but this has finished it for us.
The cleanliness, food and the not really caring attitude of the staff was awful
24 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Dear Guest,
Thank you for taking the time to share your feedback. We are very sorry to hear that your stay at Littlecote House was impacted by illness and that the experience left you feeling so disappointed. We hope that you are now making a full recovery.
The health, wellbeing and enjoyment of our guests and team members remain our highest priorities. As is unfortunately the case in many hotels, resorts and other settings where large numbers of people come together, periods of increased gastroenteritis can occasionally occur despite comprehensive preventative measures being in place.
We are sorry to learn that you became unwell during your stay and understand the impact this had on both your holiday and your overall impression of Littlecote House. We are also disappointed to read your comments regarding cleanliness, food quality and the level of service you experienced from our team, as this is not the standard we strive to deliver.
Please be assured that we remain committed to providing a safe, clean and enjoyable environment for all guests and continue to monitor situations closely while taking all appropriate precautions to protect both guests and team members. Your feedback has been shared with the hotel management team for review.
Thank you again for bringing your concerns to our attention.
Kind regards, Stuart
Cancellation disappointment.
Had to cancel on the day of booking in due to wife's unexpected illness. Insurance does not cover such a late cancellation. Lost £750.00. If this had been Potters, we would have had the opportunity to bank the money paid and use it for another holiday break. Poor show Warners we certainly will not be booking again after at least 20 years of holidaying with you.
28 de agosto de 2026
Opinión espontánea
Respuesta de Warner Hotels
Thank you for taking the time to share your feedback. We are very sorry to hear of your disappointment following the cancellation of your holiday, particularly after enjoying breaks with Warner Hotels for many years.
We understand how frustrating it can be when unexpected illness prevents a holiday from going ahead. For this reason, we offer all guests the option to purchase our Holiday Refund Plan at the time of booking. This protection is specifically designed to provide cover in situations such as illness and certain other unforeseen circumstances that may result in a late cancellation.
Without this coverage, guests cannot transfer their holiday to an alternative date, and bookings not covered by our Holiday Plan are not eligible for a refund or transfer. To ensure fairness and consistency, we apply the same terms and conditions to all guests, regardless of the circumstances surrounding the cancellation.
We appreciate that this will be disappointing, especially given your loyalty over the years, and we are sorry that the outcome has left you feeling let down. The booking was administered in line with the terms agreed at the time of reservation.
Thank you again for your feedback, and we are sorry that on this occasion we have not met your expectations.
Kind regards, Stuart
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