Warner Leisure Hotels

Recently returned from a 7 days stay at Norton Grange Hotel, which l had a very enjoyable stay last year. I really enjoyed the grounds that are beautifully maintained and included new outdoor seating areas. I was generally happy with my room but the conditions of the carpet indicated that they required proper cleaning. Whilst l found hotel staff on the hold helpful, the experience in the restaurant meant that there was delays in receiving my order in the evenings , this is despite the fact my orders were placed in advance due to medical my condition of high cholesterol . I found waiting staff attitude unhelpful and the message communicated to me was that my requests for boiled or steamed vegetables was considered an inconvenience . I was asked to complete a form each day, giving reasons for my requests for boiled or steamed vegetables, when l query why l was being asked to complete a form daily, I was informed that this was required for health and safety reasons for people with allergies, when l advised that my condition was not an allergy the wait staff she became augmentative . My experience last year was quite different where the restaurant staff were very helpful and polite. Given my experience this year, I will not be returning next year as intended.

My wife and I visited many of the hotel chain sites including Thorseby Hall and Orton. However as many guests report the service, sites etc have drastically declined over the past few years. Room cleaning now does not happen daily, poorly maintained rooms and living areas. Food is really below par for what guests are expected to pay.We won’t be using this hotel chain in future.

Do not book with this company - no compassion or understanding of guest experience at all. I bought my dad a gift voucher for a break as he has cancer and needed a break. He unfortunately was admitted to hospital (which could be evidenced the day prior to arrival). He was told abruptly that he couldn’t reschedule (he didn’t want a refund) as he hadn’t ticked the box for travel insurance. He explained that as he paid with a gift voucher he hadn’t seen that option. But they were adamant that they wouldn’t offer any reschedule. Shocking, corporate, unempathetic approach

A bloody stupid hotel Thurrock, that never answers their phones 😡 they shouldn't be operating or in their jobs if they can't be bothered to answers their phones at reception