Your health and safety is our number one priority

COVID-19 (Coronavirus) - what you need to know | Updated 30 March 10.30am


We recognise the situation of COVID-19 (Coronavirus) is unsettling and we want to reassure you we are closely monitoring the situation and following Government guidance.

On 16 March, the UK Government issued new guidance to avoid unnecessary social contact and avoid bars, clubs, theatres, restaurants and large gatherings.

You can read the full
 government guidance here.

In response to the most recent Government guidance, we have made the decision to postpone all breaks at all Warner hotels between 20 March and 16 April 2020. Guests booked on these breaks should not travel to Warner.

We are working hard to reschedule your entertainment to later in the year and we will be in touch with a new rescheduled break, which you can choose to book if you wish.

Breaks before 17 April 2020 - important information

This information only applies to guests that did not cancel their break before 19 March 2020.

There is no need to contact us today. The full value of your break has been automatically moved into the hold account and you have 2 options:

  • When you rebook you will receive a £100 voucher per room to spend at the hotel (whether it’s your rescheduled break, or any other break in the next 12 months).
  • Alternatively, you can have a full refund of your break.
We will contact you as soon as we can to ask which option you prefer. This may take us a number of weeks due to the volume of guests impacted by this situation. There is no need to contact us today.


In detail:
  • There is no need to contact us today. We will contact you to discuss your booking.
  • The full value of your break has been automatically moved into the hold account under the name of the lead booker.
  • You can use your hold account money to rebook another break at any time in the next 12 months (by 16 March 2021), choosing either:
    1. A replacement holiday of a standard comparable to that booked and of the same value paid;
    2. A replacement holiday of lesser value together with a payment of the difference by us;
    3. A replacement holiday of higher value with a payment of the difference by yourself; or
  • Any guest who rebooks for another break will receive a £100 voucher, 1 per room, added to your next break.
  • If you choose a refund, payments made by debit or credit cards will be repaid to the same card. This may take up to 28 days to process. Where Warner holiday vouchers have been used these may be transferred to another holiday, but no refund of the value of the vouchers will be given. You will not receive a £100 voucher if you choose a refund.
  • If you have booked with a 3rd party, coach operator, travel agent or online booking agency, please contact them directly as they hold your booking details.

Breaks between 17 April and 7 June 2020 - important information

All breaks from 17 April are currently going ahead as planned, but we will continue to review the situation and Government guidance and post the latest information on our website and Facebook.

We have adjusted our terms to give you more flexibility if you do not wish to travel to Warner in the next 12 weeks. This applies to all breaks up to 7 June.

Anyone due to travel between 17 April and 7 June has the choice to cancel their break, without any cancellation charges. The full value of your break is available to use towards another break at any time in the next 12 months.

If you no longer wish to travel and wish to cancel your break, you can do that in 2 ways:

  1. Call us on 0330 100 9774
  2. Live Chat - speak directly to one of our team

In detail:
  • Any guest due to travel between 17 April and 7 June has the choice to cancel their break.
  • If you wish to cancel your break, you need to contact us directly to tell us.
  • No charges – we have waived all cancellation charges during this time.
  • The full value of your break will be moved into the hold account to use towards another break at any time in the next 12 months.
  • If you have booked with a 3rd party, coach operator, travel agent or online booking agency, please contact them directly as they hold your booking details.

Breaks after the 8 June 2020 - important information

All breaks from 8 June 2020 onwards are going ahead as planned. Our normal terms and conditions apply.


Frequently asked questions

This website page will be updated regularly with the latest information. We will also post updates on our Facebook page.

Are day visitors and leisure members affected?

Yes, in response to the Government guidance, we have made the decision to postpone all day visitors and leisure club memberships until 16 April 2020. If you are a leisure member or have a reservation for the spa, lunch or afternoon tea at any of our 14 hotels, one of our team will be in touch. There is no need to contact us. We thank you for your patience and understanding. Currently we plan to resume from 17 April, but we will continue to review the situation and Government guidance, and post the latest information on our website.

My break has been postponed, will I receive a refund for my ferry crossing to the Isle of Wight?

If you booked your ferry with our Warner team it will be automatically cancelled with no fees or charges. There is no need to contact Warner or the ferry operator. This applies to all breaks to the Isle of Wight between 20 March to 16 April. We’d like to take a moment to say a big thank you to our partners at both Red Funnel and Wightlink Ferries for helping to make this possible.

If you booked your ferry directly with the operator, or via another travel agent, please contact them directly for information.

What are Warner Leisure Hotels doing to prevent the spread of COVID-19 (Coronavirus)?


We are taking the following steps to keep our guests and team safe at our hotels:

  • Additional cleaning - We have very strict cleaning procedures in place across all areas of our hotels. All public areas and bedrooms are cleaned daily, and high touch point areas such as door handles, handrails and lift buttons are cleaned more regularly with an anti-viral cleaner
  • Team Training - All team are trained on ways to prevent and minimise the impact of viruses and illnesses and have specialist equipment do this. In response to Coronavirus, all team have received further guidance on ways to keep our guests and team safe
  • 5-star food hygiene - All Warner hotels have a 5-star food hygiene rating by the Food Standards Agency, which is awarded for very high standards in handling, storing and preparation of food, and the cleanliness of facilities. In response to Coronavirus, from Monday 16th March we will be introducing assisted service in our restaurants, meaning that all self-service buffets will now be served by a team member
  • Steam rooms - following guidance from our Health & Safety team and industry experts, all Warner steam rooms will be temporarily closed. This is due to the high temperature and humidity in steam rooms creating a possible environment for bacteria. This does not affect saunas.

What can I do to prevent the spread of COVID-19 (Coronavirus)?

When visiting our hotels, we ask all guests to take the following NHS and Government Advice:

Guests will see posters and leaflets around our hotels to remind about hand washing and good hygiene practices. We have increased the number of sanitising antibacterial dispensers around the public areas of our hotels and all team and guests are encouraged to sanitise their hands.

I have booked with a 3rd party, coach operator, travel agent or online booking agency, what do I do?

Any guest who has booked with a 3rd party, coach operator, travel agent or online booking agency, please contact them directly to discuss your booking. They hold details of your booking and your payment, and their terms and conditions will apply. We are not able to discuss your booking if you booked with a 3rd party.

If you have booked directly with Warner, via our website, contact centre or in the hotel, you will have been given a unique Warner Holiday Reference number. Please contact us directly.


For any other questions

If you have any other questions, you can contact us in 2 ways:

1. Call us on 0330 100 9774
2. Live Chat – speak directly to one of our team


Our team are dealing with unprecedented call volumes and we are sorry for the long hold times you may experience. Our opening hours can be found here.

Please see our full terms and conditions.

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