AIBU to have expected better from Butlins (and to say no to having a 'do over' break)

[Goldeh]

We took the DC on a break to Butlins. I went in with the expectation that it was going to be good fun, not a five star resort by any stretch of the imagination but nice enough. We booked a premium meal plan as part of our package.

We liked the entertainment, staff were good, and there were lots of activities to do. All positives.

But the 'premium' dining was abysmal to the point that one of the DC was just having crackers and we were buying their food elsewhere. Meanwhile the resort itself was so dirty that I'm surprised we didn't need travel jabs in order to go.

I'm not precious, I don't mind things looking lived in or wear and tear, I also understand that cleaning staff are only human and are doing their best, but I'm talking whole bin bags split open and strewn about and not cleaned up for days. This was coupled with people openly smoking weed in several areas of the resort to the point that our accommodation stank of it and reports to security did nothing to resolve it.

We spoke to guest services while there and followed-up with an email when we got home. I wasn't expecting a full refund or anything like that, I just wanted the problems with resort cleanliness to be acknowledged and perhaps a partial refund of the so-called premium meal plan to reflect the dining issues we told them about. The plan itself was just over £1000 and while I expected mass-catering style food, what we got did not reflect what was advertised and was not of premium quality.

Butlins have come back and offered us a free meal plan upgrade on a future break (i.e., book again with a meal plan and they'll upgrade that meal plan). We said in our feedback that the resort cleanliness and weed smell alone was enough to put us off coming back, never mind the food issues. We turned it down and they've basically said that's tough and it's all they're willing to offer.

DH is now suggesting we take them up on it I've said I'd rather shit in my hands and clap and it would probably still be a cleaner experience than that break was

AIBU to stick to my guns and say no? And AIBU to push this further with them about a partial refund of the meal plan?

£1000 for a meal plan? For how many people?!
That insane!

I love the pool at Bognor, we only go for day trips. But last time we went it was so full of people you could barely move, so I don't think we will go back. It's just so depressingly shabby outside of the hotel and pool as well

A shame because it could be nice if they just kept it clean etc

You can do a chargeback for a debit card payment, but the nature of your issue might be difficult to prove in that forum, because you did continue with the holiday so Butlins would argue they provided the service and it must have been acceptable enough for you to use.

This has literally just popped up on my feed.

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Totally unacceptable, I would be taking this further, write to the Chief Exec, don't back down, I would be incandescent. Not a cheap break and Butlins needs to do better.

Talk to Trading Standards and use one of their templated letters but make it your own ie as if a lawyer has advised you. I had a huge issue with a hotel which refused to back down but once I did this - things changed. Be clear what you want. Make it reasonable. You sound reasonable!

It sounds awful OP and if you can bare it it’s definitely worth pursuing - but be clever about it. Take good advice. Use it. Good luck. Xx

The point is that you had the upgraded meal plan and it was awful. So if you went back you would probably self-cater. By offering a free upgrade they're acknowledging that the product wasn't adequate so I think you should keep pressing for a refund.

Yes and @DBD1975 is right - find out the chief exec’s name and copy them in or even better write to them directly and address by name. Send actual letters that have to be signed for as well as emails! Always get names ‘for reference’ if you speak to customer services.

We went to Minehead a couple of years ago for a pre-Xmas weekend in early December.

The food wasn't quite as bad as what you describe op because there was actually plenty of it. But really 'average' and 'edible' was the absolute best you could say. Certainly not the 'premium' we'd paid for 😂

Our rooms were fine. Basic, a bit scuffed, but clean enough.

The resort itself...fucking filthy. Exactly like the op's pictures...ripped bags and rubbish everywhere. Fag ends everywhere. And rats - we saw quite a few.

The swimming pool was great. Changing rooms - vile. I've never experienced anything like it. The floors were black, absolutely stinking. Overflowing bin. Used nappies left on the side. Awful.

Luckily for us we'd booked some majorly discounted early-bird offer on a whim, about a year in advance, so we had it far cheaper than many pay. If we'd have paid decent money for it I'd have been furious.

The standards there have plummeted in recent years. We used to go when DC was small, but since then they've turned the spa into an arcade, introduced an all you can drink package etc. It always had a rough element but you could avoid those people, I expect now they make up the majority. The open weed smoking alone, at a family resort, would put me right off.

We have just come back from Butlins Skegness, hadn't been before but had heard it wasn't that clean, there was a lot of litter about and also smelt weed on occasion (wonder if we were there at the same time as you!) We had food court dining and the food was great though, also agreed that the entertainment was good (apart from the panto which I personally didn't enjoy) the biggest complaint I had was the constant waiting at the bars for drinks, the staff were just in no hurry at all

Bognor regis was nice and the food package we got wasn't even premium.and was nice...however this was in 2012

This is standard for Butlins. We once got a refund out of them for my husbands meal plan as despite saying they catered for allergies, there was nothing he could eat. Otherwise it's always vouchers or upgrades to food or accommodation.

Bognor we found the cleanest of the 3, and only stay in the hotels which are nice.
The premium food has gone downhill I agree.

We went pre-covid to Butlins and it was fine. Post-Covid, the food had definitely deteriorated. I’m not in a hurry to go back.

OP, not to jump on your thread or be 'elevenerife' but we had a weekend at centre parcs. Not cheap, I saved for a year. Coffee machine broken, shower broken, cooker dirty & stank of gas. But main issue - no broadband (our Vodafone plan doesn't work there so phoned ahead to check bb in advance as one member of party disabled & unwell). Complained at time & by email once home. 28 days later offered £60 off ' next booking'. Its really poor. Hope you get £ back.

Butlins are very much pushing adult weekends rather than families now. They started offering a drinks package in the last year or so. I fear that standards of cleanliness will sink even further.

It stunk of weed when I went 7 years ago!

We went to Bognor for a weekend in May and it was great. Stayed in a hotel, had premium dining and found everywhere clean and the food fine. The outside of the buildings was a bit grubby but no issues inside.

@medianewbie that's awful! Don't they offer £50 off of your next break if you book within a month anyway?

Butlins is an absolute shithole. I wouldn't expect their 'premium' food to be anything more than edible.

We go to Bognor every year. We aim to stay in the Shoreline Hotel which is getting a bit tired now and could do with a refurbish. But overall it's fine. Back in 2014 or so it was much better. The premium dining plan with this hotel (in the hotel restaurant) has always been fine.

The seaside apartments at Bognor on the other hand I found uncomfortable, noisy, a little unclean and with electric showers leaking water where they shouldn't. The premium dining plan food court linked to the apartments was sticky, overcrowded and unhygenic. Cutlery was dirty. Filthy carpet. People's hands everywhere etc etc. I did have a dicky tummy after one visit. No one else did though.

My kids looooove Butlins Bognor, it's loads of fun, so we go for them. But we opt for resort hotels only nowadays, even though we have book more than one room to house us all. Obviously I'd rather be in the Ritz.

Never been to Skeggy, sorry it was so grim! I personally couldn't be arsed to waste time arguing about a small refund, I'd just vote with my feet (and a poor review).

Sounds very similar to my experience at the Minehead resort recently. Take my advice and don't go there either.

Sorry OP, I just re-read your first post and you paid over £1000 for premium dining? I am staggered at that. But I only visit Friday - Monday (couldn't manage longer) and have never paid more than £250. Given that amount, yes, do raise merry hell!

I took mine to Bognor once years ago and it was awful. They loved it, mainly because they are chips for every meal. Carry on complaining OP, it sounds grim.

I guess we're not the only ones who've experienced this side of Butlins then given the responses

I'm not daft, I know that nowhere is going to be perfect all of the time especially somewhere as mass market as a holiday resort. The bit that's really bugged me is that instead of just saying it's not ideal, sorry and here's a refund of whatever-percentage of the dining package, they've instead taken the approach of expecting us to pay them for a second holiday by way of an apology for the first one.

Yea.
This is the reason I'd never go to Butlins even if you paid me.
They're all grim.