We really hope it doesn’t come to this but we know that unfortunately, there could be times when you need to cancel your holiday. In the event that you need to cancel your holiday, there are some things we need to make you aware of
If you have to cancel your holiday and do not have Warner Holiday Protection then the cost of your holiday will not be refunded or transferred except where we have to cancel your holiday.
Please note that the consumer cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply in the case of:
- package holidays which are fully exempt under Regulation 6(1)(g); and
- hotel reservations which come under the partial exemption in Regulation 28(1)(h).
However, if you have Warner Holiday Protection and you or any members of your party are unable to travel due to sickness, redundancy, jury service or adverse weather conditions, please follow the below steps:
Call us as soon as you can.
We may ask you to send written proof of why you need to cancel such as a doctor’s certification or court notification. If so, please send a scan or photocopy of the evidence to customercare@warnerleisurehotels.co.uk or visit https://support.warnerleisurehotels.co.uk/hc/en-gb/requests/new where you can request a cancellation through our automated function at least 48 hours before the start of your break.
We will then cancel your break and any money you are due to receive will be credited to your account for use when booking another break, or you can transfer your holiday to an alternative date.
As a reminder, Warner Holiday Protection offers:
If you need to cancel more than 12 weeks prior to your holiday start date:
You will be able to transfer your holiday to an alternative date, request that the money be credited to your account for use when booking another break or get a refund, less a £35 per person cancellation fee (at Christmas and New Year – £70 per person).
If you need to cancel between 1 and 12 weeks prior to your holiday start date:
You will be able to transfer to a different holiday start date subject to a cancellation fee of £35 per person (at Christmas and New Year – £70 per person) provided that you give written notice of cancellation between twelve weeks and eight days prior to your holiday start date.
If you need to cancel within 7 days prior to your holiday start date and you have Warner Holiday Protection:
You will be able to transfer to a different holiday start date subject to a cancellation fee of £50 per person (at Christmas and New Year – £100 per person).
If you need to cancel due to adverse weather conditions:
In circumstances where we agree that you are prevented from travelling to the site on your holiday start date due to adverse weather conditions, any payments you’ve made for your booking may be transferred to an alternative holiday start date within the next six months following your original holiday start date. Any such substitute holiday start date must be booked with us within four weeks of the original holiday start date. The adverse weather condition cover is only applicable on day of travel and is subject to a cancellation fee of £50 per person (at Christmas and New Year – £160 per person).
Definition of adverse weather:
If you have Warner Holiday Protection covering adverse weather conditions (as defined using the websites below), then in circumstances where we agree that you are prevented from travelling to the site on your holiday start date due to adverse weather conditions, any payments you’ve made for your booking may be transferred to an alternative holiday start date within the next six months following your original holiday start date. Any such substitute holiday start date must be booked with us within four weeks of the original holiday start date.
- - www.bbc.co.uk
- - www.rac.co.uk
- - www.theaa.com
- - Relevant police area website
- - www.highways.gov.uk (government highways agency)
The adverse weather condition cover is only applicable on day of travel and is subject to a cancellation fee of £50 per person (at Christmas and New Year – £160 per person).
Warner Holiday Protection can only be purchased at time of booking or within 7 days of booking your holiday and cannot subsequently be added. It cannot be purchased within 7 days of your arrival date.
For bookings of 1-19 guests, Warner Holiday Protection must be purchased for every person on your booking. For groups of 20+ guests, Warner Holiday protection can be added on a room-by-room basis and will only be applicable to individuals who have purchased this cover.
Please remember: No bookings can be transferred or cancelled without approval from Warner. So, as soon as you know you need to cancel, please give us a call on 0330 100 3354† (open Monday-Friday, 9am-5pm).