Frequently Asked Questions

 

Welcome to Warner Hotel's self help and information pages. Find the answers to commonly asked questions fast, including our Top 5 Most Asked Questions.

Couple with bags outside hotel

Making a booking

Help with making a booking, whether it's your 1st time at Warner Hotels or your 50th.

Existing Bookings

Answers to any questions about your upcoming holiday, and how to make it extra special.
Heythrop Park, a Warner Hotel

Hotel Information

Directions, rooms, maps and more, as well as our newest hotel The Runnymede on Thames.

Accessibility

Where to stay, how to book, accessibility queries, and where to hire mobility.
My Warner Stay Logo

My Warner Stay

Our online portal to help plan your stay.

Club Warner

Ferries

Safe travels across a big, blue, watery road.
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Payment & Vouchers

Payments, gift vouchers, Tesco Clubcard vouchers, and Warner credit.
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Activities & Extras

From cocktails to archery, though maybe not in that order. Here's all the fun stuff.

Dining

Brilliant buffets, dietary requirements, wine packages, and more.

Entertainment

What's on, who's performing, and how to get the best seats in the house.

Travel

Hotel addresses, directions, and local public transport services.
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Online Account

Your online account to book holidays and pay your balance.

Cancellations & Amendments

Our cancellation policy, Holiday Protection Plan, amending holiday dates, and more.
Group of friends dining together

Health and Safety

Our procedures and what you can do to help.
Hotel exterior and grounds

Miscellaneous

Everything else.
Office setting with a woman wearing a headset at Warner Contact Center.

Get in Touch

Contact Us

Top 5 Most Asked Questions

I can't log in to My Warner Stay

To log in to My Warner Stay, you will need the hotel name, the lead guest's surname, and the holiday booking reference number. This is an 8-digit long number starting with a 1.

If you have a booking with multiple rooms, please log in to My Warner Stay using the individual room reference number and surname of the guest staying in that room. This can be found on the second page of your holiday confirmation, along with your room information. You will be unable to log in using your group booking reference.

What is your cancellation policy?

We really hope it doesn’t come to this but we know that unfortunately, there could be times when you need to cancel your holiday. In the event that you need to cancel, there are some things we need to make you aware of.

If you have to cancel your holiday and do not have Warner Holiday Protection then the cost of your holiday will not be refunded or transferred except where we have to cancel your holiday.*

However, if you have Warner Holiday Protection and you or any members of your party are unable to travel due to sickness, redundancy, jury service or adverse weather conditions, please call us as soon as you can on 0330 100 3354. 

We may ask you to send written proof of why you need to cancel such as a doctor’s certification or court notification. If so, please send a scan or photocopy of the evidence to customercare@warnerleisurehotels.co.uk to request a cancellation through our automated function at least 48 hours before the start of your break.

We will then cancel your break and any money you are due to receive will be credited to your account for use when booking another break, or you can transfer your holiday to an alternative date.

Please remember holidays not covered by Warner Holiday Protection will not be refunded or transferred.

 

*Please note that the consumer cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply in the case of:

a.package holidays which are fully exempt under Regulation 6(1)(g); 

b.hotel reservations which come under the partial exemption in Regulation 28(1)(h).

How do I create a dining party?

To create a dining party, simply log in to My Warner Stay and click dining, then the ‘create dining group’ button and follow the prompts to create your group dining party.

If you have already booked your dining times and want to add guests to your table, please log in to your My Warner Stay account, click on dining and you should have an option to 'manage dining party' in the top left corner. You can add more guests, so long as there is still availability for the times you have selected.

What is the Holiday Protection Plan?

Warner's Holiday Protection Plan offers you cover if your break ever needs to be cancelled because of illness (including covid), redundancy, jury service and adverse weather. For coastal breaks it is £20 per person and for country breaks it's £30 per person.

The Warner Holiday Protection can only be purchased at time of booking or within 7 days of booking your holiday and cannot subsequently be added and cannot be purchased within 7 days of your arrival date. Full terms and conditions can be found here. For groups of 20+ guests, Warner Holiday protection can be added on a room-by-room basis and will only be applicable to individuals who have purchased this cover.

Please remember holidays not covered by Warner Holiday Protection will not be refunded or transferred.

Is there a single supplement?

We do have single rooms or chalets available at the majority of our hotels and coastal villages, with the exceptions being Cricket St Thomas, Thoresby Hall, and Corton Coastal Village. These rooms are extremely popular and do get booked up very quickly.

If all our single rooms are fully booked, you are able to book a double or twin room for single occupancy, however there may be an under-occupancy charge which will vary depending on the availability of the hotel and date in question. For Christmas and New Year we do charge 100% under occupancy.

To see upcoming dates with no under-occupancy chargeplease click here. To enquire of any other dates with no under-occupancy charge, please contact our lovely sales team on 0330 100 9974 and they will be more than happy to help you.

Not found the answer you're looking for?

We're sorry you've not found what you need yet but please get in touch with our friendly team so we can help you further.

1) Chat with us online: Click the speech bubble in the lower right of your screen and send us a message with your question.
Monday - Friday 9am - 8:30pm | Saturday 10am - 5.30pm | Sunday 10am to 5.30pm 

2) Call us: Call 0330 100 3354 to speak to our Customer Care team.
Monday - Friday 9am - 5pm