Useful information

Frequently asked questions

When can I check-in?

Check-in times vary depending on the type of accommodation booked, please refer to your booking confirmation for your specific holiday. Please check-out by 10am on the day you leave.

What if I arrive early?

No problem. You’re more than welcome to enjoy our facilities and grounds until your room or chalet is ready.

What if I need to leave early?

If for any reason you decide to cut your stay short, no refund will be made for any unused part of your holiday.

What if I’m on my own?

If you’re travelling solo, it’s worth asking for availability of our single rooms and any special offers on single occupancy on certain dates and locations. If not, you’ll pay a single occupancy supplement for staying in a two person chalet or room. This could be up to 100% of the ‘per person’ booking price. Find out more

Can I bring my pet?

We’re sorry but pets are not allowed at our locations. The only exception is for Registered Assistance Dogs – so please let us know when booking.

My holiday was a prize or a gift – is this OK?

This is fine. Some of our guests have been given a Warner holiday as a gift – or been lucky enough to win it. Fantastic news! But please remember that all gifts and prizes are subject to our terms and conditions. Please make sure you tell us all guests’ names when you book.

What if I have any special requests?

If you have any special requests regarding your holiday accommodation, please advise us when making your booking and confirm your request in writing. Please include a telephone number in case of any query. We will endeavour to meet your requests, but we are very sorry that these cannot be guaranteed.

What if I have special dietary requirements?

We have delicious vegetarian and gluten free options in all our restaurants. Please let us know any other dietary requirements when you book, so we can give you guidance. Following a review of health and safety guidelines we are no longer able to liquidise food, either as part of your dining option, or food brought onto our properties.

Are there any age restrictions?

Our holidays are tailored for people who are retired or semi-retired. However, our minimum age is 21. We reserve the right to decline entry to persons below that age unless agreed by us in writing before arrival.

How do I pay for extras at the hotel?

When you arrive, we’ll offer you a charge card account so you can pay for everything during your stay – from drinks to Zumba classes – just settle your bill on departure. Our charge cards are subject to status, and terms and conditions apply. Charge cards are the easiest way to pay and save you carrying money around, but obviously you can pay in cash as well.

Can I have visitors when I stay at a Warner location?

Of course, but please make sure the hotel or village manager approves it first, and bear in mind that only people named on the booking can legally stay overnight at the premises. Otherwise you’ll be in breach of contract and may be asked to leave. If this happens unfortunately you won’t receive a refund.

Other useful information

Day visitor attractions

Galleries, museums, and sporting facilities – we have some fantastic on-site attractions. Please be aware that some are open to the general public as well as our own guests.

Experiences

We’ll always try to make your favourite experiences happen. But as these are subject to minimum numbers, we have the right to cancel at any time. If this happens – and we really hope it won’t – we’ll do our best to contact you before you arrive and offer a full refund of your experience cost. We also have the right to substitute our hosts/experts. If you cancel your experience we have the right to keep the experience supplement where we have already organised external services.

Warner Club Licensing Laws

Lucky you! In line with gaming laws, you’ll automatically become a member of the Warner Club when you book your holiday.

Local activities

We’re happy to give you loads of information about other local activities and experiences. But as these are run by third parties and bought separately, all contractual arrangements are between you and the activity provider, and you participate at your own risk. We are not responsible for the provision of the activity or experience or for anything that happens during the course of its provision by the third party provider.

Entertainment areas

As our evenings are all about music, dancing and having fun, our entertainment areas may be noisy, and other effects such as haze machines or strobe lighting may be used. If you, or someone in your group, are affected by these, please get medical advice before booking.

Bowls facilities

Bembridge Coast, Lakeside and Gunton Hall have indoor bowling centres. During bowls holidays, we give priority for these facilities to guests who have paid the bowling supplement. Please request at the time of booking. Such facilities are subject to availability.

Health and beauty

Please have a chat with your GP before booking treatments, as some are not suitable for people with certain health conditions.

Smoking

Our smoking policy is in line with all legal and health and safety requirements. Smoking is permitted in designated external areas at our hotels and villages, but is not allowed in any of the internal venues or room accommodation. This includes electronic cigarettes and equivalents.

Guests with special needs

We don’t want to disappoint, so please call us on 0333 202 0304* to let us know of:

• any special mobility or dietary requirements;
• a need to store medication, e.g. insulin; and/or
• whether anyone in your party needs to be accompanied by a Registered Assistance Dog.

We’ll tell you everything you need to know about the suitability of our facilities and will try to make reasonable adaptations. If someone in your group has special medical needs, please get medical advice before booking.

Fire safety for guests with special needs

If anyone in your group is unable to hear a fire alarm, please tell us when you book and at check-in, so we can give them a safe alternative. If you use a scooter or wheelchair for normal mobility please refer to section 14 of our Terms and Conditions.

Food and drink

Feel free to nibble away all day long, but, if you’re in a public area, you can only eat food and drink bought from your hotel or village. Please note that in the past certain hotels and villages have offered complimentary tea and coffee at their discretion. We have now made some changes and improved the quality and, as a result, there will be a small charge for after dinner tea and coffee.

Infections and contagious diseases

If you or anyone in your party has, or has recently had, a contagious illness we have the right to:

• refuse your booking;
• cancel your holiday; and/or
• ask the affected person to stay in their room or leave immediately if we think it’s necessary to protect public health.

You agree to inform us immediately should any condition develop in a member of your party within four weeks of your holiday start date, or during it.

Damage control

We like to keep things super-slick, so if you notice any damage in our hotels or villages, please tell us straightaway so we can arrange for repairs. We’ll look over your room or chalet at the end of your holiday and may charge you for any loss or damage. We also have the right to enter your room or chalet without notice when reasonable.

Good behaviour

We want all our guests to have a happy and safe holiday. Therefore we have the right to bring your holiday to an end without compensation if we think (at our complete discretion) your behaviour or the behaviour of anyone in your group might affect the enjoyment or safety of others. Guests may not bring to, or use at any Warner location, any firearm, fireworks, illegal substances, offensive weapons, hazardous chemicals or any similar item.

Compensation

If you, or a member of your party, causes damage to one of our hotels or villages or to another guest, we have the right to recover from you the costs of repairing such damage or replacing damaged property, or any compensation we pay, including any pay-out we make to another guest.

Availability of facilities and services

Everything we offer at our hotels and villages, from your room itself to all our facilities, entertainment and experiences are subject to availability. In other words, we may need to adjust or withdraw them without notice. We’ll do everything we can to let you know before you arrive if we have to make changes, and we’ll always try to keep disruption to a minimum by carrying out refurbishments during the day. We cannot accept any liability arising from this kind of change.

Accuracy

We continually check to ensure that all information we publish is accurate but sometimes mistakes are made and we will not be bound by these. Photographs are taken at our hotels and villages. Layout plans and artist’s impressions are for illustration purposes only. Not all facilities and activities are identical at all hotels or villages.

Copyright

No one is allowed to reproduce the contents of this guide, our brochure, or our website, including photos, without our permission or any other copyright owner.

TV filming and photography

We’re glad to say that we’re getting more and more popular, which means we often get asked by TV and other media companies to film or take photos at our locations. We also do a lot of our own filming and photography. We try to make sure this doesn’t affect your stay and we will always tell you when filming is taking place. By making your booking, you agree and consent (on behalf of you and all members of your party) to the use of any photograph or film on which you or any member of your group happens to appear for publicity and training purposes including, but not limited to, in brochures, websites, marketing material and in the media. Please refer to our Privacy Policy for further details about how we use your information.

Phone calls

We may need to contact you before you arrive. If so, we’ll use the number you give us when booking and may monitor or record calls you make to us. So please make sure you give us the right details and update us if they change.

Cost of calling Warner

Calls to Warner are charged at standard UK rates and will be included in any inclusive minute bundles.

The EU Online Dispute Resolution (ODR) Platform

Find out more about Online Dispute Resolution.

Any other questions?

If you have a question about something that isn’t covered here, please give us a call on 0330 100 3354† (Monday-Friday, 9am-9pm).