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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to be incredibly annoyed with Butlins right now

206 replies

bearfrills · 14/07/2014 21:44

I've come to Butlins with DH and the DC2 staying in gold accommodation with a premium meal plan.

We arrived today and got into our room at 3pm. By 3.15pm I had to contact maintenance and guest services about the state of the room.

  • floors not hoovered and covered in various bits of stuff, including discarded loom bands which my 2yo immediately picked up and put in her mouth
  • dead insects on the floor next to the windows in the living room
  • I had to clean poo off the toilet seat and back of the toilet before DD could go for a wee
  • old, used hair rollers in the cupboard
  • rollie cigarette butts shoved in the lock of another cupboard
  • security chain on the front door broken
  • shower pipe/hose leaking, a stream not drops
  • lino on the kitchen floor curling right up (4 yo has tripped on it at least four times)

We complained to reception who said they would get it sorted ASAP, today, before we got back this evening. Well we've gotten back this evening and it's not sorted. You'd think that given we had a specific list of complaints they'd have made sure they were all addressed? Nope. Came back to the room to dead insects still there, floor still make, lino still curling, cig butts still in situ and 2yo immediately found yet another frigging loom band. They've been in because the rollers are gone and the shower and door are mended.

I'm so angry Sad I've been looking forward to this holiday, our first since I had DS2 and it's gotten off to such a sour note.

It's Butlins. I don't expect mints on the pillows and flowers in every room but AIBU to expect it to at least be clean and serviceable rather than grotty and dirty and grim like we found it today?

OP posts:
spiderswilldescend · 16/07/2014 11:31

I was there a few years back for a freebie when I was a journalist. We got 'top of the range' and I still left after 2 nights. Filthy, really grim, and that was with them trying to impress.

If they don't pull out all the stops for you and refund the cost of your holiday, then I hope they realise just what an impact something like this has on their PR.

James? Are you there?

gordyslovesheep · 16/07/2014 11:39

We stayed at Bognor a few years back it was grim ... We cleaned the room ourselves .. You do not want to know about the state of the bog brush

Original poster
bearfrills · 16/07/2014 12:08

Still no response...

OP posts:
quietbatperson · 16/07/2014 13:40

This reply has been deleted

Message withdrawn at poster's request.

Original poster
bearfrills · 16/07/2014 15:02

Best/worst bit of it is is that we intended to book for next year while we were here. We've been coming every year since DD was a little baby because it's ideal for us with having young children. We were planning to book for a week with a meal plan so you'd be talking about us spending around £700+ depending on dates.

I wouldn't have minded so much if it was one thing, like the floor hadn't been cleaned OR the lino was lifting OR the shower was broken. Mistakes happen. It's the fact that it was several mistakes all at the same time, that it took them too long to sort it out and it was badly handled, and that all they've offered is a half - hearted apology.

To them it's a complaint, one of many. To me it's my family holiday that I saved up for and planned for and looked forward to Sad

OP posts:
quietbatperson · 16/07/2014 16:15

This reply has been deleted

Message withdrawn at poster's request.

2014meh · 16/07/2014 16:29

Have they seriously found no-one with any time at all to actually clean your accommodation properly over the 2 days since Monday afternoon ?

The clock is ticking James.........

That accommodation actually sounds like a health hazard. I'm sure environmental health would be interested in the poo on toilet seat and cupboards.

Gross.

ChasedByBees · 16/07/2014 16:30

Not good and not exactly handled well on the follow up front so far yet either. I hope James has something better he's planning.

hellsbellsmelons · 16/07/2014 16:36

Grim-ber-leeno!!!
I hope they do step up.
Do try to enjoy the rest of your stay.
Sorry it's been ruined for you.

Original poster
bearfrills · 16/07/2014 16:56

They came in and cleaned it, when we got back early yesterday evening it had been done but the cigarette butts were still there in the cupboard, I've ended up cleaning them up myself. We reported it all on Monday, as soon as we realised all the problems. We chased it Monday evening when some of it had been done but not all of it. We chased it Tuesday and again some of it was done but not all, namely the fag ends and that's after telling several staff members their exact location.

I didn't come on holiday to clean up other people's shit and fag ends Angry Sad Angry

They haven't even found the time for anyone to apologise in person. The only apology I've had is from James, even that was a stock response but at least it was something. It costs absolutely nothing for someone to actually knock on the apartment door and say "hey, I'm really sorry this happened" face to face.

Thanks to everyone for the well wishes Thanks

OP posts:
TheHouseatWhoCorner · 16/07/2014 17:12

Very poor.

You'd think the Manager could find time to call by with a sincere apology.

It sounds as though you've been very reasonable and understand that mistakes happen. Maybe they respond better to screaming banshee sweary ranty complaints?

Original poster
bearfrills · 16/07/2014 17:22

I could go full Geordie Shore up in their faces? :o

OP posts:
notapizzaeater · 16/07/2014 17:24

Can't believe they've just went a stock apology. Agree their must be managers on site who could just knock at the door.

KnackeredMuchly · 16/07/2014 17:52

Email James with this threaf link. Tell him Butlins Sucks.

Glastogirl · 16/07/2014 18:09

Hope you get some vouchers as compensation!

emms1981 · 16/07/2014 18:13

We stayed at the minehead one 20 years ago and it was minging. Sadly it doesn't sound like much has changed :(

IamSlave · 16/07/2014 18:37

every year since DD was a little baby because it's ideal for us with having young children. We were planning to book for a week with a meal plan so you'd be talking about us spending around £700+ depending on dates.

Shock

I think this experience has done you a favour the rest of us with young dc cope very well without butlins...

I didnt like them before your thread and like them even less now.

holidays are sacrosanct rare thing it particularly makes me angry when companies like butlins treat people so very poorly.

Original poster
bearfrills · 16/07/2014 19:09

I've had an email from James. He agrees that it is unacceptable and has spoken to the site. I've got to call into gold guest services tomorrow as apparently they'll be able to sort a little something for me which of course I will post details about here

OP posts:
RosiePosiePing · 16/07/2014 19:38

TBH whatever they do now, it's too little too late. A big chunk of your holiday has been ruined.

I would imagine our family are Butlins target, two young DC, frequent holidays. However, it's this sort of thing and other horror stories about accommodation that put me off going to there.

Mistakes happen and can be forgiven, crap customer service cannot.

MagicMojito · 16/07/2014 19:51

Oh OP :( I really was hoping it would end well for you. Let's just hope that they can make it up to you with AT LEAST a partial refund and upgrade.

It's rubbish as not only have you wasted am awfull lot of money, I'm guessing you've used up annual leave that you can't get back! Angry and :( for you

This is terrible publicity for butlins/bourne leisure.

fluffyraggies · 16/07/2014 20:08

I agree this is terrible publicity for Butlins. Even if they end up refunding the whole cost i've still been put off by your experience OP. What a disappointment for you :(

DH has already been put off for life - by an overnight stay at Butlins Bognor a couple of years ago. Stag do. Not a very rowdy one - they all went paint-balling off site and then came back and had a couple of pints in the bar. He said the rest of the place was manic though, no place for a young family. Drunk guys and women shrieking and banging on challet doors, etc.

KnackeredMuchly · 16/07/2014 20:12

How lovely - you can do more running around about it all tomorrow Hmm

Coconutty · 16/07/2014 20:22

This reply has been deleted

Message withdrawn at poster's request.

spiderswilldescend · 16/07/2014 20:54

'A little something'?!

You have wasted your holiday - they want you to run round even more.

They are causing huge amounts of damage to themselves with the publicity on here about it all.

And, tomorrow, you might get a bottle of wine?

You should be getting a full refund, a chalet that isn't disgusting for the rest of your stay, and a free break if you want to risk that in the future.

James? JAMES??????? Come back, we need you to sort this . . .

UncleT · 16/07/2014 21:02

I'm not liking the substance of their response one little bit. To offer no immediate material compensation in addition to rectifying the problems is very weak indeed. To fail to put that right comprehensively after hearing further complaint adds insult to injury. As an absolute minimum you are due a full refund.