We do our best to accurately describe our Gift Experiences and locations, so that you can choose the right Experience and location for you or your loved one, however due to circumstances not within our control, some elements of an Experience may change for which we cannot be held accountable. If there is ever a time that you feel a description of an Experience or location has not been accurately represented please get in touch with us and we will do our best to rectify this for you, whether by offering a suitable alternative or offering a part or full refund. Refunds will be subject to the terms under which the Gift Voucher was purchased.
The exact timings, venue, detailed content and expert host of our Experiences may vary by location. The description and images used on our website and any other marketing materials are given to paint a picture of what our guests can expect on any given Experience.
All Gift Experiences and locations are subject to the full Terms and Conditions as stated in the current Warner Leisure Hotels brochure. For full information on these Terms and Conditions please visit www.warnerleisurehotels.co.uk.
All promotional offers are subject to availability and full Terms and Conditions. We wouldn’t want to mislead you, so whenever we run a promotional campaign we will inform you of the specific Terms and Conditions for that promotional activity.
Our Gift Experience Vouchers are valid for 12 months from the date of purchase and they will be deemed to be invalid if the recipient attempts to redeem their Voucher after the expiry date (which is clearly stated on the Gift Voucher). If the recipient is unable to use their Voucher before the expiry date, then they are able to extend the validity of their voucher if they contact us before the original expiry date, as stated on their Voucher. There will be a small administration charge to extend a Voucher’s validity. Vouchers will be extended for a further 6 months. Once a Voucher has been extended it cannot be exchanged or refunded. In some cases an Experience may not be available for the extended period, in which case we will endeavour to find you a suitable alternative Experience of an equivalent value for you or your loved one to enjoy. Vouchers can only be extended if they are still inside their expiry date.
Our Gift Experience Vouchers are open dated and the recipient is free to book their preferred date, subject to availability. Gift Experience Vouchers are valid for 12 months from the date of purchase. In order to avoid disappointment we do recommend that you contact us well in advance to book your Experience. We advise that you look to book approximately 4 weeks in advance.
To be sure that we prepare the best possible Experience for you or your loved one, please do follow our booking instructions as highlighted on our website and other marketing materials, so that we are ready for your arrival.
Most of our Gift Experiences will be attended by other members of the public or Hotel guests. For an indication of group sizes, please ask a member of our team when calling to book your Experience.
Health & Safety
We take Health & Safety very seriously to ensure that our guests are kept safe at all times, however taking part in some of our Experiences may involve some small personal risk and you may be asked to sign a personal disclaimer at the start of your day. For peace of mind you may choose to purchase personal insurance cover.
Where part or all of your Experience is conducted by a Third Party and not Warner Leisure Hotels you will be subject to their Health & Safety policies.
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.
All guests enjoying an Experience with us and spectators must be over 21 years of age.
We do hope that there is no need for you to contact us with any complaints, however if you feel it necessary to tell us about a time where we have let you down and were unable to resolve the issue for you at the time, then the easiest way to contact us is to call our Customer Care team on 0870 601 0053.
We would also love to hear any positive feedback too, so please be sure to contact the Customer Care team with any great stories you’d like to share with us.
Booking Amends and Cancellation
Once a date has been booked for an Experience, if you would like to change this date due to illness then please contact us no less than 14 days prior to the date of your Experience and we will do our best to change this date for you. Booking amends will always be subject to availability and we cannot guarantee that the location or date of your choice will be available. To make a change to your booking please contact our Gift Experience Reservations team on 0800 1 388 399 to discuss your options. An administration charge will apply to each booking amend made.
Cancellations made less than 14 days in advance of your Experience will incur a 100% charge.
If for any reason we have to cancel or amend your Experience we will endeavour to contact you no less than 14 days in advance of your Experience. We will also do our best to find a suitable alternative location, date or Experience for you. If we are unable to meet your requirements for a booked Experience we may offer you a part or full refund, at our discretion.
The total liability of Warner Leisure Hotels for any claim whatsoever in connection with one of our Gift Experiences shall be limited to the price paid for the Gift Experience Voucher.
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.
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.
Gift Voucher Refunds
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.