Cancellations

The Holiday Refund Plan is an optional add-on designed to give you and your party extra reassurance. It allows you to cancel your stay and receive a refund for qualifying reasons, as set out in our terms and conditions.

It’s all about peace of mind. While the Flexible rate lets you move your break dates, only the Holiday Refund Plan can help protect the cost of your holiday if you need to cancel for a qualifying reason, subject to the timings and conditions set out in our terms and conditions.

The Holiday Refund Plan covers everyone named on your booking. If a qualifying reason means any member of your party is unable to travel, you can rest assured that the whole booking is protected.

We’re here to help if life gets in the way. Qualifying reasons are include illness (including pre existing conditions), redundancy, jury service, or death. We also offer protection if a Met Office Red Weather Warning is in place on the first day of your holiday which prevents you from travelling. We’ll need a little supporting documentation to process your claim, which our friendly Contact Centre team can help you with.

While the Holiday Refund Plan is there for those unexpected moments in life, it doesn’t cover everything. We’re unable to offer a refund if:

• You change your mind about taking your break.
• Your personal or work plans shift, making it difficult to travel.
• The reason for cancelling isn’t included as a qualifying reason.

We always recommend having a quick look at the full terms and conditions so you can book with total peace of mind

To ensure you’re protected from the start, we recommend adding the Holiday Refund Plan at the time of booking. However, you can call our friendly Contact Centre team on 0330 100 3354 to add it up to 12 weeks before your holiday begins.

We want you to be completely happy with your choice, so you have a 48-hour “cooling off” period after purchase to cancel the Holiday Refund Plan if you change your mind. Please call our friendly Contact Centre team as soon as you can on 0330 029 6538.

After this time, the plan becomes a non-refundable part of your booking. We recommend reviewing the details in the terms and conditions when you book to ensure it’s the right fit for your stay.

If a qualifying reason applies and you cancel:

• More than 12 weeks of your holiday – you’ll receive a full refund (excluding the deposit).
• Between 7 days and 12 weeks of your holiday – you’ll receive a full refund (excluding the Holiday Refund Plan add-on cost), subject to an administration fee of £35pp (or £70pp for Christmas and New Year holidays).
• Less than 7 days of your holiday – you will not receive a refund, unless a Met Office Red Weather Warning applies on the first day of your holiday in which case you’ll receive a full refund in the manner set out directly above.

Refunds are made to your original payment method

To ensure you have all the details before you book, take a look at the full terms and conditions.

If you need to cancel, please call our friendly team on 0330 818 2192. We’ll guide you through the process and let you know what documentation (such as a doctor’s note) is needed. You can send these documents to warnercustomercare@warnerhotels.co.uk.

Once we’ve confirmed your claim and where a refund is due, we’ll process it within a few working days. Refunds are issued via the original payment method or, where applicable, as a digital Gift Card, in line with our terms and conditions.

You’ll find the full Holiday Refund Plan terms and conditions here, and we’ll also include them in your confirmation email. We always recommend giving them a quick read before you travel, so you can relax knowing exactly how you’re protected.

We’ve simplified our options to give you more choice and clarity. While our previous plan, the Warner Holiday Protection Plan, combined date changes and cancellations, we’ve now separated them to make things easier to understand.

• Holiday Refund Plan is now focused solely on protecting your money if you need to cancel for an unexpected reason.
• The Flexible rate is our dedicated option for guests who want the freedom to move their holiday dates.

This way, you can choose exactly the level of protection and flexibility that’s right for your break.

The Holiday Refund Plan is specifically designed to protect you if you need to cancel for a qualifying reason. If you’d like the flexibility to change your holiday dates or location, this is available through our Flexible booking rate.

We’ve simplified things! Our previous plan was a bit more complex because it provided the option for date changes and cancellations.

We’ve now separated these:

• Our Flexible rate handles date changes lets you change your break dates for free up to 21 days before arrival.
• The Holiday Refund Plan is your dedicated cancellation protection, meaning you can apply for a refund when unexpected events occur.

This makes helps to make it much clearer exactly what you’re covered for.