Love your first night – or it’s free

You may claim a refund of your holiday cost subject to the following:

First Stay Promise applies to guests who are staying at a Warner Hotel for the first time.

Process for making a claim:

If you are unhappy with any element of your stay with us, you must bring this to the attention of the Duty Manager on the first morning of your stay.

We will try to resolve your concerns in order for you to enjoy your break with us.  If we cannot and you choose to leave, then we will issue you a refund.  The refund will be for the full cost of your break less the following: (1) any charges you have added to your account whilst staying at one of our properties; (2) any additional costs you have incurred whilst on holiday; (3) any additional items you have added to your booking which are delivered via a 3rd party (including but not limited to ferry charges and excursions); and (4) any transport costs that you have incurred.

If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If your room was booked through a third party such as a travel agent, your refund will be sent directly to them and they will in turn refund you.

Refunds will be made to the card or via the payment method you used when you paid for your booking and will be processed within 7 – 10 days.

Exclusions:

You may not claim under our First Stay Promise if:

• your reason for leaving is related to circumstances beyond our control. These can include, for example, war, riots, industrial disputes, terrorist activity and its consequences, natural or nuclear disasters, fire, adverse weather conditions, epidemics and pandemics and unavoidable technical problems with transport.
• we believe your claim to be either excessive or not valid.