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A full refund if you don't love your first stay

Our First Stay Promise.

Our promise to you

The teams here go to great lengths to make sure everything’s perfect and trust you’ll enjoy your first visit.

If by any chance it doesn’t live up to expectations and you’re not 100 per cent satisfied after your first night, you won’t pay a penny.

What should I do if I'm unhappy with my first stay?

Just contact the team at reception after the first night if Warner’s really not for you. We’ll try to resolve your concerns but if you still choose to leave we’ll pick up the tab but then ask you to say your goodbyes. As simple as that. 100% satisfaction or your money back.

Is there a time limit on when I can have my money back?

Refunds will be made to the card or via the payment method you used when you paid for your booking and will be processed within 7–10 days.

Full Terms and Conditions

You may claim a refund of your holiday cost subject to the following:

First Stay Promise applies to guests who are staying at a Warner Leisure Hotel for the first time.

Process for making a claim:

If you are unhappy with any element of your stay with us, you must bring this to the attention of the Duty Manager on the first morning of your stay.

We will try to resolve your concerns in order for you to enjoy your break with us.  If we cannot and you choose to leave, then we will issue you a refund.  The refund will be for the full cost of your break less the following: (1) any charges you have added to your account whilst staying at one of our properties; (2) any additional costs you have incurred whilst on holiday; (3) any additional items you have added to your booking which are delivered via a 3rd party (including but not limited to ferry charges and excursions); and (4) any transport costs that you have incurred.

If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If your room was booked through a third party such as a travel agent, your refund will be sent directly to them and they will in turn refund you.

Refunds will be made to the card or via the payment method you used when you paid for your booking and will be processed within 7 – 10 days.


You may not claim under our First Stay Promise if:

  • your reason for leaving related to circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
  • we believe your claim to be either excessive or not valid.
This offer is promoted by Bourne Holidays Limited, trading as Warner Leisure Hotels.  The First Stay Promise does not affect our standard booking terms and conditions or cancellation policy.