Frequently asked questions

We’ve tried to provide you with all the information you may need to buy a Gift Experience for a loved one or to redeem your own Gift Experience Voucher, however if there has been something that we’ve missed then hopefully we’ve covered it here! If not, please do not hesitate in contacting us at Central Reservations on 0800 1 388 399 or via email at warnergiftexperiences@bourne-leisure.co.uk

What will the Gift Voucher and pack look like?
Your Gift Experience Voucher and all the relevant information about what is included, the available locations and how to redeem your Voucher will be presented in a black gift wallet. If you have chosen to personalise the Voucher your message will be printed on the Voucher itself. If you would like to upgrade this Gift Box you can do so by choosing the Luxury Gift Box at the time of booking. 

How long will the Gift Voucher take to be delivered?
We will usually dispatch Gift Vouchers within 3-4 working days of the order being received and these will be sent via 1st class mail. If you request Special Delivery (for an extra charge), it will be guaranteed to arrive on the next working day (Excluding weekends & Bank holidays), and will need to be signed for. For delivery addresses outside the UK, please contact us on 0800 1 388 399. Please note the last date for postage for christmas will be the 16/12/2013,  please order any vouchers before 12pm to ensure your vouchers reach time for Christmas.

If I need an instant voucher, can I have one?
Of course, you can request an evoucher at the time of booking! Alternatively if you live close to one of our locations you can pop in to see us and we will be able to choice a Gift Experience Voucher right off the shelf in our Gift Shop or main reception area.

How long are the Gift Vouchers valid for?
Our Gift Vouchers are valid for 12 months from the date of purchase. If you would like to extend the expiry date of a Gift Voucher you can do so, as long as you request this before the original expiry date. We can extend the validity of the Gift Vouchers for a further six months for a small supplement. We’re afraid we can only extend Gift Vouchers once though.

Can I exchange my Gift Voucher?
Unused Vouchers can be exchanged free of charge subject to written confirmation within 28 days of purchase. Vouchers can only be exchanged for alternative Vouchers of the same value. Exchanges after 28 days will incur an administration charge. If you would like to exchange a Voucher for another that has a higher value, then you are able to do so, but you will be asked to pay the additional amount and the administration fee (if it is more than 28 days since purchase). Likewise if you would like to exchange a Voucher for another with a lesser value, we will refund you the difference (less the administration charge if it is within 28 days of purchase).

To exchange your Gift Experience Voucher you must send it recorded delivery with your contact details, the reason for the exchange and any additional payment (if applicable) to our Gift Experience Reservations team at Warner Leisure Hotels, 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL. We cannot send you replacement Gift Vouchers until the original and full payment (if applicable) have been received.

Can I receive a refund?
If you change your mind within 7 days of buying a Gift Experience Voucher then we will offer you a full refund, less the cost of postage and packaging. Refunds will be processed within 7 to 14 days of request. All refunds will be made to the person who purchased the Gift Experience Voucher directly to the Credit/Debit card used. For refunds requested after 7 days of purchase (and within 28 days) an administration charge will apply. We cannot offer any refund after 28 days of purchase.

I’ve been bought a Gift Experience Voucher, now what?
Everything that you need to know about how to book your Experience can be found in your Gift Box or here on this website. You can browse our range of locations and available dates for you to redeem or book your Gift Experience. To actually book a date and location for your Experience click here. If however you do have any further questions or simply prefer to talk to someone, please feel free to contact us on 0800 1 388 399.

You have asked me to send you my Gift Voucher in advance of my Experience, should I send it by Special Delivery?
Yes please! We would always advise you to send all documentation to us by special delivery so that you can be assured of its safe arrival to us. Registered or recorded postal services do not insure contents if they are lost.

I can’t decide which Gift Experience to buy, what should I do?!
If you are having trouble deciding on which would be the best Experience to buy for a loved one then why not give one of our friendly team a call on 0800 1 388 399 so that we can help you in making your decision, we might just find something that you didn’t expect!

Where abouts in the country will I have to travel for my Experience?
We offer a total of 13 locations across the UK, from Yorkshire to Somerset and the Isle of Wight, but the location of your individual Gift Experience will depend on what Experience has been purchased for you. A list of available locations relevant to your Experience can be found in your Gift Box or here on this website, click here and input your unique Voucher number to display a list of available Experiences and Locations.

How far in advance should I book my Experience?
There are no set rules and regulations, however to avoid disappointment we do strongly recommend that you book at least four weeks in advance so that we can guarantee the date or location of your choice. Having said this, we will always do our best to find a suitable solution for you!

Are there any restrictions on taking part in the experiences?
All of our Gift Experiences have an age restriction of over 21 years and may also have some other health or medical restrictions. These restrictions are in place to help us ensure we can deliver the best possible Experience to all of our guests and to ensure they are kept safe. It is your responsibility to ensure that you purchase a Gift Experience Voucher appropriate for the intended recipient and it is the responsibility of the recipient to double check that the restrictions are not prohibitive.

Can I bring someone along with me for my Experience?
We’d love to have some of your friends or family along to watch you enjoy your Gift Experience, but we do ask that they comply with our full Terms and Conditions, codes of conduct and also respect our team and other guests. Any spectators deemed under the influence of drugs or alcohol will not be permitted at any of our locations. If you’d like to bring a friend or loved along to enjoy an Experience with you, then simply ask us to check availability for you at the time of booking or no less than 14 days in advance of your day. Subject to availability they will be able to join you at the current listed price of the Gift Experience Voucher.

At some of our locations the recipient and other spectators may also be able to enjoy the other facilities offered at the location, such as a Spa or Leisure Club, for an additional charge. Lunch, Afternoon Tea and Dining packages are also available at our locations for both the recipient and any spectators to also enjoy. Please ask us for full details at the time of booking or contact us no less than 14 days in advance of your day to arrange any extras.

What if I still need more help?
Then please don’t struggle anymore! You can contact our team on 0800 1 388 399 or via email at warnergiftexperiences@bourne-leisure.co.uk. They will be happy to advise you about availability and restrictions, or simply to provide more details about the Gift Experiences we offer and our locations.

What if I am not happy with my Gift Experience?
We’d hate to think that we had let you down, so please do tell us immediately so that we have the opportunity to put it right for you. If you are still unhappy or feel that we have been unable to resolve your concerns, then please write to us explaining the circumstances, and we will investigate it further for you.