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Reviewed 11 June 2021

We booked a Warners Leisure break at the Cricket St Thomas Hotel as a treat for our anniversary and as our first trip away from home for many months. First impressions were good. The Hotel is set in a beautiful location and the grounds are very well kept.
The greeting on arrival was friendly and efficient and we got to our room without delay. Our room was large but gloomy even with the curtains fully open. At night with all the lights on it was still gloomy. The furniture was all made of dark wood and very tired. The safe was in the wardrobe but I needed the torch on my phone to see the numbers. The decor was best described as early Adams Family with a deep plum coloured wallpapered wall behind the bed. Unfortunately the wallpaper was opening at the seams to reveal the white behind. The small patio area outside had two wicker chairs, both broken with one completely unusable and a rusty glass topped table. The bathroom was also dated, not as clean as we hoped and from time to time the shower emitted a loud whistling seemingly when water was being used in an adjacent room.
I reported the problems at reception and the chairs were replaced the next day but the shower problem continued.
Our biggest gripe was related to the incredibly poor service we encountered in the restaurant and bars. We were asked to arrive promptly for our reservation for breakfast and dinner which we did. The wait in a queue for both was never less than ten minutes and on the second day at breakfast we waited twenty minutes to be seated. The table service varied between very quick and very, very slow dependent upon the ability of the server. The food at breakfast was good but the quality of the dinners was poor with extremely overcooked meat and almost inedible vegetables. The most common phrase we heard from staff all weekend was "sorry about that". The wait for drinks at the bars was equally unacceptable and we usually had to ask at least once what had happened to our order. The entertainment in the evenings was good and the drinks service in the show lounge was fairly quick.
We left feeling extremely disappointed after a three day break that that cost over a thousand pounds at a hotel offering dowdy accommodation, bad service and poor food.
I hope that our experience was largely down to inexperienced staff being hired after the enforced closure of the hotel due to the pandemic. We will not however be going back to find if it improves.

Date of stay: May 2021
    • Location
    • Cleanliness
    • Service
1  Thank Arthur0102
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warner Leisure Hotels, Owner at Cricket St Thomas Hotel, responded to this reviewResponded 4 weeks ago

Hello,

Thank you for posting a review following your stay at Cricket St Thomas.

It's good to hear that you found our grounds well kept and the team welcoming upon arrival.

I'm sorry that your accommodation did not meet your expectations and for the maintenance issue with regards to the shower, I'd like to reassure you that maintenance issues like this are a rare occurrence and we're apologetic for any inconvenience caused.

It’s also with regret that you felt disappointed with your dining experience during your break and we apologise if our new measures and new service, implemented for our guests’ health, safety and enjoyment, caused you some dissatisfaction.

Some of the menu changes, team shortages and the additional Covid-safe ways of working have made it challenging to deliver our new dining experiences.

We want to reassure you that we are listening to both team and guest feedback and are working hard, and quickly, to fix these problems. We are confident that by making some interim changes, our new food and beverage experience will be returned to the usual high levels our guests, including yourself, expect from us.

Thank you again for your comments, we’ve ensured these are noted going forward and we do hope that in time, you will choose to join us at Warner again.

Regards,
Emma C

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 June 2021

First timers and will certainly be seeing more of Warners holiday sites. The room was larger than expected and bathroom had an excellent shower . The facilities were great fun to use and so were the other guests and the dining arrangements for the covid were again excellent as was the choice of food.
The whole staff team from the welcome to the dining team were unfailingly friendly and helpful the grounds were very well tended.
Enjoyed every minute there what else can I say.

Room tip: Go and enjoy yourself any room would be good
Date of stay: June 2021
    • Location
    • Sleep Quality
    • Service
Thank JimmyBroad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warner Leisure Hotels, Owner at Cricket St Thomas Hotel, responded to this reviewResponded 4 weeks ago

Hello,

Thank you for posting a 5 star review following your stay at Cricket St Thomas!

I'm delighted to read that you enjoyed every minute of your first Warner break. Also that your accommodation, dining experience and our friendly team all exceeded your expectations!

We do hope to welcome you back again soon.

Regards,
Emma C

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2021 via mobile

Stayed in a royale room walled garden 536, large and comfortable, great bed and pillows. Staff on arrival very friendly and helpful. First impressions of room very clean, nice size and amenities. However a shelf in the shower would be handy to put toiletries on, instead of the shower tray. had a short walk round gardens, laid out beautifully and well kept. Stopped off at terrace bar for drink, long wait for service and delivery of drinks. Had to chase the staff. First night evening meal was a shambles, menu limited was not told in advance of this change. Pate was acceptable, gammon dish was awful, didn’t know whether to eat it or wear it on bottom of shoe, overcooked, dried out, too salty. Had to ask 4 different servers for wine list which all of them said they could not supply, not sure why it was so difficult to put a paper menu on table, eventually managed to get a manager, complained about the gammon being inedible, she did return to kitchen and replaced with a chicken dish, which was slightly better. Eventually got the wine towards the end of meal. Location of first nights table not to our taste, in a more crowded area, next to a walkway, not intimate at all. Second night food and service and location were much improved. Third night food was boring, same starter, chicken ok, watery sauce was not good, served with boiled potatoes . The breakfasts were all good and tasty. Talking to other guests the evening meals were a joke and very disappointing, spoilt the weekend, need to vastly improve very quickly. If this remains the standard, you may want to consider room only or bed and breakfast, to let people have a decent evening meal elsewhere. The shows were excellent on all 3 nights and the maids did a super job of cleaning and tidying the room, although the CD player did not work properly and after informing reception was not replaced, surely they must have a spare one ? Hope things improve and we stay at a Warner again, but will keep an eye on the reviews in the meantime.

Date of stay: June 2021
Trip type: Travelled as a couple
1  Thank Jennifer S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warner Leisure Hotels, Owner at Cricket St Thomas Hotel, responded to this reviewResponded 4 weeks ago

Hello,

Thank you for writing a review following your stay at Cricket St Thomas.

It's good to hear that your accommodation was clean and comfortable, the evening entertainment was enjoyable and you found our team friendly and helpful.

I'm sorry that you felt disappointed with your food and beverage experience and we apologise if our new measures and new service, implemented for our guests’ health, safety and enjoyment, caused you some dissatisfaction.

Some of the menu changes, team shortages and the additional Covid-safe ways of working have made it challenging to deliver our new dining experiences.

However, I would like to reassure you that we're listening to our guest feedback and we have recently made some interim changes, to which we're confident this will restore our new food and beverage experience to the usual high levels our guests have come to know from us.

Thank you again for your comments and we do hope to welcome you back to Warner again soon.

Regards,
Emma C

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2021

We enjoyed our weekend but there were issues. My signature room had only been partially cleaned on arrival (e.g. bath dirty and urine in loo ) and it took staff 2 attempts to get it to an acceptable standard. We had purchased wine package with dinner but cancelled after first night as we didn't like the allocated wine. The food is average to poor. There were long waits for service at meals and on terrace which didn't really bother us but I guess would be annoying if you had activities planned. Highlights were the tour of grounds with one of the gardeners, and the Dire Straits tribute. Definitely need to go there with low expectations !

Date of stay: June 2021
    • Location
    • Rooms
    • Service
Thank HilaryDavid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warner Leisure Hotels, Owner at Cricket St Thomas Hotel, responded to this reviewResponded 4 weeks ago

Hello,

Thank you for posting a review following your stay at Cricket St Thomas.

It's good to hear that your enjoyed our Grounds tour and the Dire Straits tribute performance during your break.

I'm deeply apologetic that your room was not ready for you upon arrival and I'd like to reassure you that situations like this are extremely rare.

With regards to your dining; we have been experiencing a few problems due to our menu changes, team shortages and the additional Covid-safe ways of working put in place for our guests health, safety and enjoyment.

However, we've been listening closely to our guest feedback and we've just made some interim changes to ensure we restore our guests' dining experience to the usual high standards that we offer at Warner.

I thank you again for taking the time to leave a review and we do hope to welcome you back in future.

Regards,
Emma C

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2021

We where informed when we arrived at the hotel that our breakfast times would be 07.30 and our evening meal would be taken at 20.15. There was no flexibility in these times. I asked to talk to the manager and she insisted that I should have received a email confirming these times which I never received.
When we are on holiday we dont expect to have to get up so early to have breakfast!

Date of stay: June 2021
Thank Thomas W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warner Leisure Hotels, Owner at Cricket St Thomas Hotel, responded to this reviewResponded 4 weeks ago

Hello,

Thank you for posting a review following your stay at Cricket St Thomas.

I'm sorry to hear that you did not receive the e-mail prior to arrival to select your dining times. This is a new booking system that begun last Summer when we first reopened after lockdown. This system was implemented for the health, safety and enjoyment of our guests, to ensure the restaurant is adhering to social distancing guidelines at all times. Also so that our team can provide an efficient service to our guests now that all meals are delivered from our kitchen.

I'd like to reassure you that situations like this are extremely rare and we thank you for bringing this to our attention.

It's with regret to hear of any inconvenience and we do hope to welcome you back to Cricket again in future.

Regards,
Emma C

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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