Beware - If you book a spa break and they decide to close the spa - tough cookie you can't cancel and you won't get any money refunded. We have stayed at several Warner hotels ovet 20 years and been to Thoresby Hotel at least 5 times. I booked a 4 night break to celebrate my husband's 60th birthday. The hotel and spa were being refurbished and their website stated it would be completed by the end of January. 7 days before our visit they sent an email 'counting down to your break', and on the 3rd page it said unfortunately due to essential maintenance the spa would be closed from 23/02/3026 to 27/02/2026, the entire length of our stay. I contacted Warners and asked to cancel and be refunded. No, they wouldn't do this. We had no option but to go for the spa break without a spa. At the hotel they stated the refurbishment had been completed and the spa reopened the previous week. Yet they needed to carry out essential maintenance a week later ??? On the 2nd day of our stay they put a letter under our room door apologising for the spa being closed and offering us £15 per person discount if we booked another break - not likely. After complaining to the Duty Manager we left after two nights and obtained a refund equivalent to half of the original cost. Compensation has been refused for the lack of spa facilities - apparently these are subject to availability. The notice as you enter the grounds states ' Thoresby Hall home of the Blue Room dining and The Spa. Their website states - 'Everything taken care of. Enjoy the freedom to savour every last detail and leave with that special glow, with breakfast, dinner, entertainment and a luxury spa included in our price'.
We didn't leave with a glow!! Shoddy customer service and misleading advertising. A birthday celebration ruined, we will not stay at a Warners Hotel again.
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Save up to 50% off selected weekend and midweek hotel breaks from Warner Leisure Hotels. Fantastic choice of adult breaks available, book online today.
