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Original poster

WWYD - Butlins - no accommodation for disabled parents so they had to come home

328 replies

JellyStarb · 19/05/2025 22:09

I've just discovered that my parents have arrived home after setting off at 12pm to go to Butlins for the week.

On arrival, they were given keys to a third floor apartment. My Mum uses a mobility scooter and absolutely cannot do stairs. She was told if she wanted ground floor she needed to have paid for it. No ground floor apartments were available and so my parents returned home, a very long 9 hour round trip in the car in total.

They have said they would refund but were very blasè.

I dont agree that they should have paid more for ground floor accommodation as thats discrimination as its a need so yhe person who said that is likely ill-informed.

I've looked online to go through the booking process as my Mum and Dad have gone for years without issue and never had this. The website has a small link for accessibility accommodation but at 73 my Mum wouldn't have seen that when booking amongst such a busy page and trying to navigate the tech. My Dad is in his eighties.

AIBU to think they could have done more? But what? I don't want to be unrealistic but how can they just allow people who have travelled so far to have to leave?!

Is this tiny link on such a visually busy page really sufficient?! Its not at all inclusive or user friendly for older generations trying to live in a modern world, surely a page as part of the booking process to register any needs would make more sense and be a catch-all?!

WWYD - Butlins - no accommodation for disabled parents so they had to come home
OP posts:
Thread gallery
5
BallerinaRadio · 19/05/2025 22:12

Do did they turn down ground floor accommodation, or they weren't offered one? Your post is a bit unclear.

For what it's worth I think the Accessible Accommodation link is ok, right at the top and not hidden.

Dreichweather · 19/05/2025 22:13

You have to pay for but if you have a blue badge you can claim the money back when you’re there.

ZebraPrintt · 19/05/2025 22:14

Sorry to hear that. I do think Butlins could have done more, but also I would think if I specifically needed a ground floor for whatever reason I would have definitely raised this during booking as you know you're going to get randomly allocated no matter where you go, abroad, caravans or Butlins

TheNightingalesStarling · 19/05/2025 22:14

Its not 100% clear who is driving, but if it was either of your parents, if they eyesight is good enough to drive its good enough to read a website...

Picklepower · 19/05/2025 22:16

Sorry it's hard to get over a 9 hour round trip to go to Butlins. Especially for an elderly couple. What on earth do they do when they're there?

But I do think, while Butlins should have sorted it then and there for them, if you need a ground floor flat you need to sort that during the booking process. How on earth would Butlins have known when they assigned the room?

steff13 · 19/05/2025 22:16

You said they've gone for years - is this the first time they've needed accessible accommodation?

Mrspimplepopper · 19/05/2025 22:16

Hmmmm I guess if you absolutely need ground floor accommodation then you should have made sure to contact butlins to confirm this prior to arrival, or else paid the extra when booking. Butlins aren't mind readers.

However im sorry they didn't do more to reallocate your parents once the problem was raised. Maybe all the ground floor accommodations were booked?

sprigatito · 19/05/2025 22:16

If they didn’t give any indication when they booked it that they were disabled and needed ground floor accommodation, how can they possibly be surprised when there isn’t any available on the day? The staff aren’t mind-readers. Are they supposed to keep a few ground floor apartments empty at all times in case a guest turns up who hasn’t bothered to communicate that they’re disabled? It’s bonkers!

effie19 · 19/05/2025 22:17

I agree that they shouldn't have to pay more. If they've been going for years and never requested accessible accommodation before, how has this not come up before now? It's very sad for them but if all the accessible accommodation was booked by people who needed it then I'm not sure what Butlins could do.

YouWillFindMeInTheGarden · 19/05/2025 22:18

I think you need to explain further

HeddaGarbled · 19/05/2025 22:19

Surely everyone knows that you have to book accessible accommodation if you need accessible accommodation?

MargaretThursday · 19/05/2025 22:19

If they couldn't manage the website, they could have phoned. Their customer service is normally pretty good over the phone.

But if they didn't say when they booked, then how could Butlins know they needed ground floor, and how could it be resolved if the ground floor was taken? Same true anywhere you book.

Orangemintcream · 19/05/2025 22:20

Did they contact them and specify that requirements in relation to disability ?

Or did they just turn up hoping for the best ?

Im not sure what Butlins could have done - they can hardly turf out whoever is on the ground floor. I suppose they could ask but whoever it is could say no. Or they could also be disabled themselves hence being on the ground floor.

PhilosophicalCheeseSandwich · 19/05/2025 22:20

Presumably if whoever booked it is uncertain about using websites and didn't know how to book accessible accommodation using it, they could've phoned to book and explained their requirements to make sure they were met. It's a big risk to assume there'll be availability when you haven't requested it.

But the staff could've done more to help them out I'm sure - they could've done a switch of a ground floor room allocated to someone who hadn't specifically requested it (it's unlikely they'd all have been occupied by the time your parents turned up).

LilacPony · 19/05/2025 22:21

It’s certainly the responsibility of the person booking to make sure they’ve shared their needs. Holiday rooms are always randomly given out, unless you’ve stipulated a need to them before you arrive. If your parents have arrived, and there are no ground floor rooms available, then there’s absolutely nothing Butlins can do.

Wonderberry · 19/05/2025 22:21

Why didn't they stay in a hotel room if in Bognor? They have lifts so all accessible

JarvisIsland · 19/05/2025 22:21

I mean after the Choose your Accommodation bit, the very next link is ‘Accessible Accommodation’ so I don’t think it’s really a tiny hidden link at the bottom of the page or anything, it’s pretty bold and clear, so I don’t think Butlins have done anything especially wrong here.

That said, if they have often been to modern hotels, even most premier inns have a lift to all floors and those that don’t are pretty explicit about it so you can maybe see if that’s the case for them then they might have expected to not need to specify a room. If in any doubt though it is always best to call up and ask.

HuffleMyPuffle · 19/05/2025 22:22

That's not hidden. It's right there on the booking page! And if you know you need accessible accommodation surely you look for where to book it or contact them either before or afterwards to make sure it's arranged? Not just leave it to chance...

If all the ground floor flats were booked then what do you want them to do? Go and insist someone moves out? Tells a family on their way to their ground floor flat which they paid extra for that they'd been downgraded?

Pippa12 · 19/05/2025 22:23

What an ordeal for your mum and dad! Have they just been lucky in obtaining a ground floor room in previous years? It’s a shame they couldn’t sort an apartment, I assume they are all full?

FWIW I think the accessible room tab is in a good place and quite visible.

I would be upset if this has happened to my parents tho. Perhaps offer to glance over their bookings moving forward or most travel agents offer butlins holidays now- maybe they should ask an agent to book it.

Original poster
JellyStarb · 19/05/2025 22:24

I have a strong suspicion the booking process has changed. Also, they are Gold members (or something or other) and my Mum automatically gets a disability discount so perhaps it previously been kept on file and managed that way? Or they've just been lucky.

It wasn't supposed to be a 9 hour trip, it was supposed to be 4 to 4.5 hours journey there with the return journey on Friday.

They dont go abroad and this is their favourite place to go. My Mum has a converted vehicle, she has to take that car with her scooter to get around.

Being tech savvy isn't a pre-requisite to being able to drive!

OP posts:
Thehop · 19/05/2025 22:25

If they can drive a 9 hour trip they can see the booking instructions? It's pretty clear on butlins you need to request ground floor then you get the extra refunded with a blue badge.

nothing butlins can do if they're full and it's nice of them to refund your parents really, though I can understand they're disappointed.

maybe they could have booked a local hotel rather than waste the trip?

Newlittlerescue · 19/05/2025 22:25

It's not clear from your post why your parents assumed they would be allocated ground floor accommodation if they hadn't booked it?

YouWillFindMeInTheGarden · 19/05/2025 22:25

So it was their fault and not Butlins..

PhilosophicalCheeseSandwich · 19/05/2025 22:28

Being tech savvy isn't a pre-requisite to being able to drive!

No, but it's important if you want to book a holiday online. Why didn't she phone, knowing her limitations?

AlohaRose · 19/05/2025 22:30

It's a tough lesson for them to learn but unfortunately if they have been so many times previously they must have been aware that there are various types of rooms and not all on the ground floor so I don't know why they didn't think it would be wise to check that out or phone Butlins to confirm what they needed.

When you say they've never had this issue before, is that because they have been lucky in the past with ground-floor accommodation or they have managed to change if necessary when they got there?

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