Because of the new Omicron virus I have been advised by the NHS to avoid crowds due to an auto immune illness. (PMR)
I contacted Warner Hotels to see if they would postpone my twixtmas stay with them at Thorsby Hall & rebook for a later/safer date. A straight NO was the answer. ‘You come or you lose the money’!
I was astounded at their lack of sympathy/understanding.
We haven’t got any holiday insurance - didn’t think it worth it now we don’t travel abroad…
Do we throw the money away & stay safe - or do we go & risk it?
That’s a dreadful response from them!!! I think people sometimes find that putting things like that on twitter or F/book or similar helps get a better response, might be worth trying, but I think I would put health first.
We had the compassionate version of reaction to the virus last year, Companies and Financial services are no longer under any obligation to offer any leeway, could be wrong.
What an appalling way to treat a customer, especially considering the reason for you wishing to cancel. The link below shows Warners Terms and Conditions, within those is a section about illness and the need for a doctor’s letter if that’s the case. You will probably have to pay for a doctor’s letter, they do charge as I know to my cost. Considering the costs of you holiday, which I have no idea of, it may or may not be worth considering. I hope the information on the link is of help to you:
Edited to add: Have a look on this part of the T&C on this link, you might find this helpful too, hopefully, scroll down to a heading ‘Fully refundable’ etc.:
How did you pay Carol? It’s possible your credit card offers some protection.
But as others have stated they’re in breach of their own advertising, you should be fine. I’m pretty hot on the Sale of Goods and Services Act and the Law of Contract - which has served me very well in the past, so let me know if you need any help.
Contact Bourne Leisure Holdings Limited, the parent company and take it up with them mentioning you are about to notify the national press about Warner’s response. That should make someone in there sit up and take notice. It’s always best to take matters such as this up with the parent company and to always mention the national press.
HQ = No1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL
Director to contact = Paul Charles Flaum.
Swimmy is right - their own website says you have a right to cancel and refund if you are unable to make it due to covid restrictions related to health
@carol – See my post #7 on this thread, I’ve added a link which shows what their advertising says about “Fully refundable UK breaks” (joke) plus other information.
However, if Carol decides not to go and loses money over that decision, then she’s nothing to lose and everything to gain in the event Warners are in the wrong.
That sounds to me as if it’s got to be worth getting a GP’s letter, the cost I was advised recently was £37 (as it’s not covered by the NHS). Nothing lost, nothing gained is how I personally would see it.
Good luck with it anyway Carol should you decide to take Warners to task over their appalling decision.
I would try Warner Hotels upper management(corporate offices). I would let them know I was going to make noise online, about the way they are treating me. People at the top would rather oil the squeaky wheel.
Carol. Yes - my help is on stop at the moment as after getting the advice from the NHS to avoid crowds due to your immune illness and asking for help to get a refund from Warners I offered to proceed by private message but you couldn’t because you were going off to Tesco’s!
This is great. I’m glad to see you might have more options than the ones you started with. I hope things continue in the right direction and you feel better about your decision.
I took this picture at Warner’s Thorsby Hall Hotel in September 2020.
This was the breakfast queue - as you can see, no social distancing at all & nobody to organise the queue. I didn’t get my breakfast until 11.00am. I was practically crying with frustration as you can imagine…
They didn’t handle the covid situation very well then.
