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

[JellyStarb]

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?!

I think because of the disability discount my Mum expected them to be aware as she uses the same account to book everytime. I'm really not sure at this point, or how this has never happened before (as stated above I'm sure there used to explicitly be a tickbox or page in the process for accessibility needs) I'll be able to find out more tomorrow when they've had a sleep.

I agree it’s a shit website design. Looks like a heading rather than a link.

I’m actually quite impressed by the placement of the accessible accommodation button. Front and centre. Good for Butlins.

This!? 9 hrs to do what!??

Butlins wouldn’t know they wanted ground floor unless they specified surely?

So I went on to book Butlins

The link is obvious and a handy box pops up saying to call to discuss options

Don’t take up web design then because this is almost hidden. Small black font where other links are bigger and bolder and highlighted in bright colours to make it obvious it’s a link not a subheading. Terrible design.

OP I’m sure they could’ve done more, it sounds quite upsetting for your mum and dad and as loyal customers they should be treated well.

But it's not an actual person who takes the info and chooses a room is it? It's a computer program I'd think. Is this going to be like the 'how dare I have to pay the charge on the plane to sit with my family!! Other people who HAVE done so will just have to move.to accommodate our demands!!"

The accessable accommodation link is very clear to be honest. They can't magic up one if one wasn't available and not pre booked to be fair

That is a shockingly poor policy.

But not all disabilities require ground floor accommodation. I really do think this is the kind of thing that needs to be specified at booking. And if the ground floor rooms are full, the staff can’t magic up another one.

AI assessment -

Concerns with Visibility:

Placement: The link is small and placed above the accommodation listings, with minimal spacing. On a mobile screen, it's easy to overlook, especially when scrolling through vivid images and colorful pricing blocks.

Contrast and Emphasis: The text is black on a white background (which technically passes contrast), but competes for attention with more visually prominent elements like large red price tags and colorful apartment images.

Lack of Visual Hierarchy: It’s not grouped or highlighted as part of accessibility navigation—no icon, no bolding, and no visual cue that it's particularly important or helpful for disabled users.

---

WCAG 2.1 AA Perspective: (International Guidelines)

This partially meets the letter of the guidelines but may fall short of the spirit, especially:

2.4.1 Bypass Blocks: Users should be able to easily skip to relevant content, like accessible options.

2.4.4 Link Purpose (In Context): The link is clear, but the surrounding context could do more to draw attention.

3.2.3 Consistent Navigation: If this link only appears here and not consistently across similar pages, that weakens its discoverability.

Recommendations:

Reposition or Repeat the Link: Consider placing a more prominent button or banner link within the main accommodation listing, perhaps after the first or second property.

Add an Icon or Styling Cue: A wheelchair icon, bold font, or colored background could help it stand out as important.

Include in Filters: Add "Accessible" as a visible filter alongside “Price per unit” and “Price per person.”

Conclusion:

While technically visible and labeled, the "Accessible Accommodation" link could be easily missed by users who would benefit from it most. Enhancing its visual prominence and positioning would better align with accessibility best practices and the inclusive intent of WCAG guidelines.

Yes, that’s unusual for websites.

I can see it's a link because I'm used to working with links. It would absolutely look like a headline though to someone who isn't used to it.

Also, I get that your parents would think that their disability discount is linked to their account. It makes sense to them that it's logged already.

Hopefully Butlins can learn from this to help make their booking more accessible and to get bookings flagged when made using the disability link.

It's a shame they couldn't offer a hotel room or anything without stairs. I find it hard to believe it's all fully booked on a term time week.

As an actual person who actually books accessible accommodation a lot, this link is A) actually there and B) quite prominent for most to see. Could it be better? Probably. Can a person who can drive for 9 hours see it? Almost certainly.

Or book online to secure the price and then call up. If you have specific requirements that are essential for your stay then you need to make the provider aware before you turn up.

If you have particular access needs you really need to make sure you've booked accommodation that can meet those needs, not take gamble on it based on it's what you've been given in the past.

Very unfortunate for your parents though. Perhaps they could have booked into a hotel rather than doing the 9hour journey at their age.

Anyway they've dodged a bullet, butlins is grim! We left the same day too as the accommodation was so filthy and run down. I certainly wouldn't want elderly parents staying there.

Sorry this happened to them, but I do find your attitude quite ageist in the assumption that in her 70s, a website is too tricky to navigate, especially when it is as clear as the Butlins one. My mum is 81 and uses a mobility scooter. She goes nowhere and books nothing without checking accessibility arrangements first. If she can't find it online, she picks up the phone. She uses Google Street View for looking at entrances to venues etc. She is recently widowed and used to also manage getting my ancient father to places with her.

I suspect your mum was actually told ground floor is only guaranteed if you book it at the time of paying or similar wording. The person on reception could easily have said 'pay for it' when they mean 'book it'. There is nothing in saying she needed to have paid for it that automatically implies a higher price, just that you have to select that option.

But surely you need to prove that you are entitled to it in someway to prevent anyone trying to book these rooms just because they prefer them. If they just ask for a photo on booking people will try and game the system.

OK another thread using AI
Hmm

I've found Butlins really helpful when you book over the phone. I'd recommend this in future to your parents. You can have a proper conversation about what you need and price is the same as online booking

Also, just went on to their website, you can choose your accommodation, including which floor, if you pay an enhanced rate when booking. This should have flagged to them they might not get a ground floor if they let the reservation team choose the accommodation. Butlins pretty much made it clear to them all the way through and they ignored it.

I did a dummy booking and found ground floor apartments are offered. So I’m guessing they picked the let them choose option?

Plenty of ways to deal with that, without only providing this accommodation for those with a blue badge.

Exactly this. They are not psychic. If they arrived and there was no ground floor accommodation the manager can’t magic one up. Your parents are being very unreasonable.