Warner Hotels - Norton Grange — Hotel in Isle of Wight

This holiday was a 'bucket list' trip for my mother, who has recently been diagnosed with Alzheimer's. She spent many a happy a year on the Island with her late husband and expressed a wish to return before she was unable to enjoy it. She also has severe arthritis, which means her mobility is impaired and she is unable to walk distance or navigate slopes and stairs. When my sister booked the holiday, she spoke directly with Norton Grange to explain these difficulties, as well as emphasis her own debilitating condition, Parkinson’s Disease. Norton Grange were fully aware before our arrival the extent of and difficulties my family faced with these disabilities. On arrival at Norton Grange the gentleman attending the car park offered to take our baggage, but explained he was unable to assist my mother with a lift to the apartment due to ‘health and safety’. After checking in, we walked, up hill, my mum using a 4 wheeled walker, to an apartment which was situated a huge distance from the main facilities. My mum struggled to the apartment and barely navigated three stairs, before arriving at the room, where our baggage was dumped outside. After settling my mum inside we also noted that the shower had a step into it which was about the depth of a foot, rendering it useless to her. My mum was so tired and overwrought from the walk, she suggested she spend the entire 3 days sat in the room without a shower. A manager called ‘Nando’ attended the room, to tell us we could not be moved and there was nothing they could do to help. He suggested the only possibility was that my mother use the sloped ramp at the end of the walkway rather than the 3 stairs. I explained the problem with the distance, and tried to come up with potential solutions to make the situation work. I suggested that if they lent us a wheelchair it was feasible we could push my mother back and forth. He said my mum could hire a mobility scooter (she has Alzheimer’s, so completely inappropriate) or she could ‘borrow’ the wheelchair and would have to bring it back to its station after every journey, something I was not willing to do as there was no guarantee it would be available when we wanted it and my mum could be stuck anywhere on the resort for an unlimited amount of time. He also said I could hire a wheelchair from an external company but would only give me the number and was not willing to organise this for us. Our next ‘manager’ was worse than the first one, and I have never met anyone in customer service quite as rude, unhelpful and unprofessional as ‘Kim, guest relations manager’. She refused to help, to organise a wheelchair and insinuated I was lying and my sister had not called them to explain our issues. In between all this ridiculous pantomime my family were trying desperately to find alternate accommodation that would cater for my mums disability short notice. Our next hideous interaction was with Gracjan Sosnowsk, possibly duty manager? He was absolutely useless, had nothing to say and nothing to add of any value. We did not even get an apology – from anyone! Thankfully we were able to find a hotel that would take us all at short notice and left the resort. I would like to say this was the end of this hideous experience and we were able to enjoy our holiday with our mum, but unfortunately the saga continued. On the Sunday my mum became unwell and we had to organise a ferry home 1 day earlier than expected. Wight link would not deal with us directly as the ferry had been booked by Norton Grange, and Warner leisure was closed. This left us no choice but to call Norton Grange and ask them to change the booking. They refused. They refused point blank to help us at all because we had left early on the Friday. Disgusting. This was out of pure spite and punitive punishment as we had complained. We are now out of pocket for another 3 night stay at an alternate hotel and a return ferry trip with two cars on the Sunday. I have never seen such outright...

When we stayed over the weather was very hot, so spent much of the time out of our cabin. The cabins are tired but adequate.

We tried shooting, this is held near the front gate entrance by the pitch and put it's well hidden until you know, also there was cross bows. Shooting air rifles was fun and booked via the reception.

Likewise an hour lesson for basic introduction bowels. The lady who did this was really nice as I had never played before came bang on the level of teaching.

Archery again fun sport not too strenuous, we didn't really have time for pitch and putt.

The swimming pool like the cabins is dated but ok.

There is also a cinema and games room, darts pool etc on site, but did not use.

The site has a "feel" of cross between barracks and 1970's holiday park. However the gardens have been done very nicely and we pottered around them in the heat.

If you able you can easily walk down to pretty town of Yarmouth about 1km one way and to Victoria Fort the other about 800m. There was a guided walk to Victoria Fort which we took with a member of staff, again like most of the staff cheerful, friendly and helpful.

There are also several buses from Yarmouth that go around the island, one bus runs just outside the front gate. I can not remember but one of the bus companies had a running commentary about places it was passing or you could see, starting at Yarmouth this was a nice mini tour of the Island.

With some Warner's there are two dinning options Market Place, more buffet and "Brasserie 32" which is a seated service meal both are included in price. The Brasserie 32 is more calmer it was not catered for at Norton Grange, I would have preferred this on at least one day had there been an option. You have to book your meal times and not that easy to change once booked, just expect that there a lot of people to feed.

We had a very pleasant server Justina, she explained what we need to do at the meal times which is handy as somethings can be different or you forgotten. I liked the food, when we were there themed food by country, Asian, Italian, Indian,

Breakfast several choices, hot and cold good.

Entertainment bands was excellent. Tribute to Cliff Richard was really very good. Really liked the tall chap with the glitzy jacket over the top funny. Bar staff friendly and never had to wait in a que, reasonable prices.

Make sure you join the Warner's club as get % of drinks.

Things I would say need improving, the reception staff seemed function, when asking a question about buses didn't even listen to the question just said outside the front gate. When in fact the one we worked out only went from Yarmouth, I know you could say we could have looked it up on an app, which how we found out given duff information. I understand to upgrade the pool and cabins would be huge spend.

Over all for the for price really good break. It's not glamorous like Thorsby Hall but more...

We stayed here pre-covid and wanted to go back to the island. Previously, we had a standard and a disabled room. This time, we had a disabled and a single room. There are building works on two blocks of rooms, which was setting off the alarms over the entire stay, causing our disabled member to become very upset (physically and mentally disabled). The disabled room was not good enough for the cost, a tiny sink with a massive tap, no consideration for lighting and position of mirrors, everything was old and battered. The beds were overly soft and lumpy. We were offered toppers on the last night. The single room was cramped, barely get in the door before whacking into the bed. The single was in a more modern room, one thing the disabled room was lacking was sockets. There were two behind the bed for lamps and one by the bathroom for the fridge and hairdryer/kettle. We had to borrow the last extension cord. The newer single room was the exact same as what we have found at all the other warners we have stayed at. Almost a rubber stamped copy, with more than 10 sockets for one person, plus USB ports!

The options for the evening meal are now rather limited since covid, I guess they have had to scale back due to budgets. The food was good quality, and every question or request we had were met on that point. Our server Heather was kind, outgoing, and funny. She showed real concern for a member of the party who was not able to attend all the meals, offering food to go and alternatives. It's small things as well that were helpful, changing the table to sit 3, not 4. Having marmite ready in the morning. Checking in on how our poorly member was, etc. The room, however, again, was tired.

The entertainment was mostly good. The main weekend entertainment thr33 was not good, but it was our last night, and we were tired! We didn't do any of the activities due to exploring the island every day. We were interested in axe throwing, which is a new one we had never seen before at a warners, but there was no time.

The pool is not disabled friendly, the disabled changing room door would shut and is at the pool side. More a glorified disabled toilet with a shower. Nowhere to dry your hair, lock your things away, pop your clothes to get changed, etc. Pool was warm, had a variety of floats, sauna and a slow jacuzzi.

The staff were amazing! Karen was super helpful with supporting our ill member, checking in on her, and understanding her needs. She also helped with extended what was meant to be 4 days to 7. We couldn't change rooms due to needing it to be disabled accessible, but the single room changed, and the second room had a better layout. We asked for a second quilt, sheet, larger towels, sheet changes, issues in the room, etc. All dealt with very quickly and painlessly!

Yes, we will stay with Warners again. We would like to stay at Norton Grange again, but only once the disabled rooms...