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to be thoroughly disgruntled by Butlins customer service

(32 Posts)
MrsAFlowerpot Sat 22-Aug-15 15:14:04

Two weeks ago I contacted Butlins to ask if they ever offer non-standard break lengths as, due to a very close family bereavement and illness, we would struggle with the full 4 days. I was told no, but that they were in the middle of their "best ever" sale they would really recommend I book by midnight as prices would increase (I was led to believe by quite a lot).

The price tumbled by £40 last week and I contacted customer service who said they don't price match, which I understand but given I was convinced (at a very difficult time) to book I feel really cross about this. We go on Monday and this morning the quote was £60 less than I paid.

Butlins haven't responded to my Facebook message or tweet about this. I probably am being unreasonable, but it's rounded off a really horrid few months sad

chumbler Sat 22-Aug-15 15:17:46

yanbu, they should cough up

frenchcheeses Sat 22-Aug-15 15:18:39

Prices for holidays change all the time according to demand. Just one of those things. I never check the price of anything after I've paid as I'd be annoyed if it had gone down.

GarminGirl Sat 22-Aug-15 15:19:36

But surely they adjust prices in relation to how booked they are? How can that be helped? Some schools are back now so it's maybe cheaper because of that

Costacoffeeplease Sat 22-Aug-15 15:21:55

But would you have taken the chance and left booking until this morning? The price might have gone up, or they might have been fully booked. You were happy to pay the price you were quoted at the time, so unfortunately it's just one of those things, and the extra is the cost of the certainty of getting the dates/accommodation you wanted

MrsAFlowerpot Sat 22-Aug-15 15:24:02

I completely understand the supply and demand. It's more that they led me to believe I should book ASAP. I only found out the price had gone down as my friend looked to book at the same time.

I guess it's a get over it situation.

chumbler Sat 22-Aug-15 15:24:20

the point is they told you the price would go up, it didn't. so they misled you and are at fault

Fireandicicles Sat 22-Aug-15 15:26:58

Maybe the prices did go up between the time you booked and now where the prices have gone down a bit.

Branleuse Sat 22-Aug-15 15:27:39

last holiday i booked with eurocamp, i booked 10mths in advance, got repeat customer discount, early booking discount, a discount for booking over 12 days, and then 6 weeks before I was due to go, the whole bloody holiday was half price. It definitely took the shine off it. I did phone up to whinge and they added me on a few extras, but its just one of those things.

TitsOnAFish Sat 22-Aug-15 15:28:46

Holiday prices change all the time, especially close to the date you are travelling. Unless you checked every minute of everyday, clearing your cookies out each time, you'd not know if they had gone up or not tbh.

UrethraFranklin1 Sat 22-Aug-15 15:34:04

If the price had gone up in the meantime, would you have called them to pay more? I doubt it.

GarminGirl Sat 22-Aug-15 15:49:06

I guess they will go up for bank holiday weekend

Bearsbeets Sat 22-Aug-15 16:34:53

Have you only contacted them via Facebook and Twitter? I think they've behaved badly and emailing the CEO/equivalent will get you further than social media flowers

Chattymummyhere Sat 22-Aug-15 16:50:52

It's their job to sell the holiday, the prices may well of gone up since you booked and then dropped again after. If they have had a lot of people calling and checking the website that would lead to a price hike so at the time they told you prices would be going up that would be correct from their market research. In the end say those people didn't book so the price reduced to encourage bookings at which point once they get to their desired % they will hike the prices up again.

LazyLohan Sat 22-Aug-15 16:58:04

They should be investigating what has happened. If it was their policy to tell customers that, then that's a big problem and I would complain to trading standards. But the other possibility is that a sales agent took it off their own bat to say that to make a sale. In which case they should be investigating at least.

YANBU, I don't think they've given you an adequate response.

UrethraFranklin1 Sat 22-Aug-15 17:27:03

Investigate what has happened? hmm nothing has happened. Their job is to get you to book and get as much money as possible from you.
I despair.

MrsAFlowerpot Sat 22-Aug-15 17:31:02

If I hadn't have had a conversation with a customer service advisor it wouldn't be an issue at all. It's more that I called to say "do you do non-4 day breaks at all as I have X family circumstances making logistics hard, but would like the kids to have a break if at all possible". I was told no and I said okay maybe I'll have to wait and see, but was then told "we have our summer sale on until midnight, you really do need to book before this ends as these are our v nest prices" (I'm paraphrasing).

I have tweeted and Facebook messaged them...I'll maybe just wait to see what they say. Otherwise I'll focus on enjoying having some time with the kids and DH.

bridgetsmummy Sat 22-Aug-15 17:42:11

I'm sorry but you don't have a case here.
They were having a sale, you were told the sale ends at midnight and prices will go up.
The company are well within their rights to reduce the prices again if they have unsold holidays. That's the nature of travel. It's the same with airline pricing. The "sale" fare is not guaranteed to be the lowest they will sell at.
I would just forget about it and enjoy your break

BoomBoomsCousin Sat 22-Aug-15 17:46:58

YABU, it was shoddy practice to tell you the price was going up. But at the same time I wonder how you get through life without constant disapointment if you actually believed them. Because it's the sort of sharp pratice that happens all the time. It's why salespeople aren't that well respected (in the general - some are obviously lovely).

DurhamDurham Sat 22-Aug-15 17:53:19

Supply and demand affect holiday prices all the time, it is annoying but it's the chance you take. We've seen holidays we like and held off booking them until the price falls which sometimes works and sometimes doesn't. We once went to book a holiday and our computer crashed, the next day the holiday had gone up by £100.

Don't let it spoil your holiday, hope you have a lovely time smile

Gymbunny1204 Sat 22-Aug-15 17:55:37

I'm sorry for your bereavement.

It's not on they blatantly lied.

kali110 Sat 22-Aug-15 18:40:11

Think yabu, but sorry to hear about your bereavement x

MrsAFlowerpot Sun 23-Aug-15 11:42:28

As a brief update: a member of the customer service team from Butlins called this morning to say they could see that the cost of the holiday had gone down substantially at the end of their sale. She has upgraded the room we're staying in to an apartment (at the same standard) which still appears to now cost less than we've paid, but I thought it was a nice gesture.

bridgetsmummy Sun 23-Aug-15 13:34:00

That's good of them.
A goodwill gesture goes a long waysmile

Enjoy your trip

EeyoresTail Sun 23-Aug-15 13:43:22

Can I ask what level your apartment will be? Standard, Silver or Gold? I don't know that you are gaining anything if they are moving you from a room to an apartment. Other than the ability to cook. Which if you have already paid for a dining plan you won't get the use out of. Also if you're on the top for then you have to carry all your cases up the stairs.
I hope it goes well for you though OP

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