Warner Leisure Hotels

My husband and I were part of a large group booked into the [GEOGRAPHIC_DATA] in the [GEOGRAPHIC_DATA]. The group lead was [PERSON_NAME].

This group has been coming for a number of years, my husband and I have been with them 3 times now and so we know what the Premier accommodation looks like, as that is where we normally get placed and pay the extra. We checked in and found to our dismay that we had been put in J block which had not been refurbished, (tired old decor) had a bath and not a decent shower, had one small T.V. that could not be viewed from the bed and not the same amount of snacks as the other Premier rooms that we had previously stayed in. We went straight to the travel reception to ask what had happened and were met with such a defensive response, that it is hard to believe that they are trained in customer service, we were told that they did not book it, nothing to do with them, it must have come from a "groups" booking and you must have requested a bath and not a shower.

They said that they could not swap our rooms as they were all full. They dismissed our disappointment, insisting it was a premier room but it just had a bath and not a shower. this was not the case as it had not been decorated to the premier standard and was as described above. They then insisted that they could not do anything or discuss further with us and that they needed to speak to our lead [PERSON_NAME].

We had to go and find her and bring her to speak to them and say all of this again. The only thing that they could offer, reluctantly was a standard room, we went to view it and it was a little smaller but the shower was good and had a T.V. viewable from the bed and had been decorated to the premier standard. We took it as it was better, we briefly discussed a refund as we had paid extra for the premier, we were told that we would need to apply.

We were offered no help in moving our cases etc. (We are not a young group) and my husband is very ill, even if he does not look it. I asked for some help to move the stuff, as I have to do much of the heavy stuff, due to his health. We asked if we could have help moving, a very nice man in a little jeep vehicle collected our cases but could not offer my husband a lift, even though he had a spare passenger seat.
To sum up, we had a very hassled/disappointing start to our weekend and I request that we receive a refund for the difference between our payment for a Premier room which we rejected as not up to [PERSON_NAME] usual quality and the standard room that we stayed in.

The dates were 24/04/26 - 27/04/26
Apart from that the weekend and entertainment was great. Especially the Motown/soul acts/singers.
Kind regards
[PERSON_NAME]

I have just returned from two nights at *** and am very disappointed in the whole experience. I have seen your 'Your First Stay Promise' and feel I am justified in asking for a full refund.

There is nowhere in your brochure and advertising that informs potential customers of coach parties taking over the hotel! I booked this much-needed break because I thought it would be peaceful and quiet; no such luck. The music was playing when I walked into the hotel, and I could still hear the singer on the terrace when I was walking in the grounds! Meal arrangements were fine in the Brasserie 32 restaurant but chaotic in the ***.

I was asked twice to move at breakfast because I was sitting at someone's allocated table! I was not given a table number as there was nobody at the door when I went in. I left earlier than planned as I was thoroughly fed up with the whole place. There was no quiet corner to read a book; the whole hotel revolves around keeping the coach parties happy and not a solo traveller.

I will not be returning nor will I recommend *** to anyone else.

I look forward to receiving your reply and my refund ASAP.

***

My wife Kathleen and I are keen Motown music fans and have attended and stayed at many Warner Gunton shows featuring it. We booked for Monday, 18th May 2026, and the following Tuesday in the expectation of seeing Soul Station perform on the Tuesday night. We had travelled quite far and booked for the two nights in a Premier Chalet in the expectation of seeing and hearing them on the Tuesday evening. We were very disappointed to be informed on the Tuesday morning that their appearance was cancelled. OK, so let’s make the best of it?

The substitute 'show' was Too Smooth - music of the 90's. It was just two men holding guitars for show, neither connected to a sound system, no backing musicians, and a continuous vocal raucous noise to the accompaniment of loud recordings by known artists.

In view of our total disappointment and the cost to attend, can Warners see a 50% refund of the £478 we paid?

A full refund would be unfair because we thoroughly enjoyed the dining experiences.

Dear Sir/Madam.

01/07/26

REF. 210****

Adrian Dean

Julie Parham.

I am writing to complain regarding no lift to MA802 top floor Thoresby Hall.

We had to struggle up 6 flights of stairs.

I have walking difficulties and have a disabled badge.

It completely ruined our break, which we were looking forward to.

Also, how you can run the market diner beggars belief.

You have to queue for 10 minutes to get a table, and it's no better than a canteen.

We booked into the blue room, and thank goodness we did.

We have been to virtually all of your hotels, some 2 times each, and have been very happy with them.

We have always had private dining at no extra cost.!!

This hotel boasts to be in the top three in your group of hotels.

This experience has left us feeling let down by Warners.

Could you please reply with some recompense for our unhappy stay?

I await your response.

Yours faithfully.

Adrian Dean.

We have contacted you a number of times to cancel the above booking.

Firstly our booking was paid by a friend to keep this a surprise for my husband.

We have asked for his email address (bwilli26@***.com) because he isnt the account holder. We have been assured several times this email has been removed.

Today our friend is receiving emails from Alvaston Hall showing our account. What makes it worse we have cancelled but according to Alvaston Hall we are there.

Secondly we have asked for an email confirming we have cancelled and showing no refund.

We were told we would receive an email but this hasnt arrived. We need this information for our travel insurance urgently.

Thirdly we have been trying for around 10 days to log onto my account but keep being rejected even after changing password.

Not happy with your system now not able to contact anyone because of holidays.