Reserve, by Warner Hotels - Heythrop Park

breakfast opened and 5/6 items including all egg options were not ready. Also our room view was of the back of the service area. Temp 30 degrees and was not a pleasant experience until we paid to move to an room with AC.

Lack of basic information staff unable to answer basic request- where can we get a coffee??Rely too much on apps and internet

As this was our first visit to a Warner hotel we found the website quite difficult to navigate, as this was used to book restaurants and activities. Certainly need to know well beforehand that early booking for most things is essential.
A lot of the male waiters were quite scruffy & those with long hair should have had it tied back for hygiene reasons.
This is a very large & spread out property & we felt that some requests took longer than expected to be actioned( robes that should’ve been in our room on arrival we’re not there.)
We requested them at 10am but didn’t get them until mid afternoon,which was rather annoying, as we wanted to use them at the swimming pool.
I think more staff are needed to cover all areas of this beautiful but very extensive hotel.

Nothing really.

The food was ok, not brilliant.

Worn carpet scuffs in places dining room confusing
More catered for the older generation

Breakfast staff didnt come to take our drinks order until we were done eating despite asking a few times.

Nothing, everything was on point.

For the price you pay for this hotel, the service was sub standard, many of the staff didn’t know answers to basic questions about the hotel and everything seemed like a lot of effort for them. Seating my party together at mealtimes was quite the drama repetitively and then we were forgotten about. Orders were incorrect at every meal and basic amenities like salt was missing from the tables. Service was absent, once the food order was taken there was no return visit for drinks, check in etc. The rooms were basic but pleasant however needed some maintenance as there was torn curtains and uncomfortable mattresses and another room in my party was not vacuumed on arrival. The rooms lacked air conditioning and the fridge was not restocked with water. The theatre space was not big enough to accommodate the volume of residents which left many people, mostly elderly, stood at the back. My family member was impacted by this due to a physical ailment but there was little option available. Bar service was slow and drinks took far too long to arrive after ordering on the app. Availability was minimal and staff were unable or unwilling to accommodate requests. There is no room service and on arrival after being stuck in traffic for over 4 hours we were told there was no food being served until later and to wait. We settled for a bag of crisps each as there was no other option. The hotel does not have a snack menu or room service and is too remote to nip out to a shop. The cost of drinks is slightly on the expensive side, which would be okay if there was an acceptable standard of service.

Smelly room
Staff at reception friendly but not accommodating when we asked for a specific request after a stressful journey there and we missed one night stay

The biggest disappointment was the organisation and communication. On arrival, we were told that dinner, which we had already paid for through Booking.com, wasn't showing on the hotel's system. We ended up having to pay an additional £60, which was frustrating and created a poor first impression.

Unfortunately, the same issue happened again at breakfast on our final morning. Despite having paid for breakfast as part of our stay, we weren't showing on the guest list at either breakfast area. The staff member helping organise breakfast was very helpful and let us in, which we appreciated, but it was disappointing that this wasn't already sorted.

The room itself was a decent size, but the bed wasn't very comfortable, the pillows were extremely firm, and the room became very hot at night. The small fan provided wasn't enough, so sleeping was difficult.

Although there are lots of activities advertised, some were unavailable or didn't quite meet expectations. The bike hire was fully booked, the electric bikes advertised online weren't available, and our experience at the golf centre felt quite unwelcoming. The swimming pool also felt quite small once several guests were using it. Breakfast was okay, but fairly basic and didn't feel particularly special.

Overall, we enjoyed some parts of our stay, especially the bowling and the setting, but the repeated confusion over things we had already paid for made the experience feel poorly organised and stopped it from feeling like the quality of stay we expected.