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?

People who have limited funds and want to treat their DC to within their budget.

Lots of people. Have you seen the adverts on TV?

I live near Skegness, and the Facebook group for people holidaying there pops up fairly regularly with grim photos of supposedly cleaned apartments.
As kids we visited a lot because being local we had family working on site and got passes. Then as we got older worked on cleaning crew.
It has really gone downhill in recent years, I know people who refused to return after working a season there because the staff are treated awfully and they felt helpless to deal with genuine issues that customers raised.
I really wanted to go to a recent event there but accommodation is a non-negotiable part of the ticket and I am not paying hundreds of pounds to stay on site knowing how unhygienic it is.

For decades it was a really fantastic place to work and brilliant for family holidays, but it’s not what it was and the company don’t give two hoots.

What did guest services say while you were there? Put it in an email whn you get home, I suppose?

Don’t bother. I wouldn’t. I was offered this at one of the Center Parcs (the Essex one I think). Rooms very dirty and I even found used panty liners. These are not minor issues, not worth returning.

Went to the Minehead one a couple of years ago for an adult Weekender. The cleanliness was abysmal (think dodgy white stains on sofa/curtains, heater hanging off wall) and having seen the state of the place by Monday after the pissheads had their run of the place, there’s no way I’d return with small kids. My friend even found a used sanitary towel in her bed on the first night. Complained and was basically met with the attitude “sorry but tough luck”. Not somewhere I’d return!

I would put it down to experience and book a hotel next time…butlins is a working class choice and the countrys going down the pan so i wouldn't of expected much anyway

Would you be able to book the Minehead resort and ask them to upgrade you to the Dinearound package?

I tend to find on any stay that have the option of apartments or caravans the caravans are always the better choice. They only stay top graded for 3 years were as the apartment would be lucky to see a refit in 10 years.

So odds are the caravan will be nicer and cleaner in the sense of age related issues.

Back to the food. Find the ceo email and pop an email to them it will get fed though to someone high up to get rid of you and hopefully get a good outcome.

I’ve always enjoyed Butlin’s but have never eaten there. I always go self catering as I have heard bad things about the food. The last time we went in June it was £85 for 4 nights, you can’t knock that can you 🤣🤣 the weed smell though I did notice. But I find that is absolutely everywhere now, it was the same on a recent break to Cornwall.

Butlins Haven the lot of them are just awful. Terrible accommodation filthy everywhere some awful guests too. Would never go again if you paid me!

People with children who have additional needs. People who can't or don't want to go abroad. Working class people. Or people who don't have much money but still want to take their children on holiday. People who enjoy having some good old fashioned seaside fun. Or those who like really good swimming pools. People who aren't massive snobs?

That’s such a shame. We went to Minehead Butlins several times around 2006-2012 and I really couldn’t fault it. The only thing I would say is that aside from one time, we always went self catering, using the local Tesco and also eating at various places within Minehead. We only ever had the catering package once and it was very low end, canteen style, but I think for us it had been a really cheap deal. I hope it doesn’t go completely the way of Pontins.

Many people I know go to minehead and say it’s ok and worth the money, we are thinking about one of their adult only music weekends but won’t be booking food as I’m not keen on crap food, I’ll bring all my own!

Our entire family got sick at Butlins. Never ever again. It was grim. It felt like a prison camp.

We never got anywhere with a similar complaint. Took it to a formal complaint, nothing. In the end a manager on the phone told me I was welcome to take them to court. By this point, I’d been arguing for about eight months and I just gave up. I’d run out of energy to be angry about it

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I have been to butlins Skegness 3 times and really noticed a huge deterioration in it last time. Our gold apartment was clean as the poor cleaner had spent hours scrubbing it and had to replace the fridge after the previous guests trashed the place. However the resort was manky with people swearing, shouting, smoking weed and drunk all over the place. The activities were still excellent but we won't be back.

Us, we’re university educated, middle class professionals with young children who want a cheap UK seaside break. I loved Hi-di-hi when I was a kid and I find it all quite nostalgic. The kids love the entertainment and swimming, I love everything being in walking distance and not having to plan days out or worry about parking or what to eat.

As OP has said it’s not The Ritz, but if you know what to expect it’s fine.

We always get the Dinearound plan, at least it’s all cooked for you, and they always let me swap the chips for vegetables.

Us, too. We went earlier this year Minehead and had a great weekend. Lots of DH's work colleagues happened to be there too. We do lots of different types of holidays, and I was pleasantly surprised by Butlins. We didn't smell weed or see anything dodgy. Accommodation needed a refurb but it was clean. I'd go again.

And me .just back today...I love it.

I think you should go to thevsmall claims court - they might settle, or not turn up to contest.

Consider contacting environmental health in the area it's in too - if the dining room is filthy, good chance that the kitchen is grim too.

Sounds awful, hope you get some of the money back

Thanks for this.

I was going to tweet (x...?) them a link to the thread too so they can see for themselves but then realised it would link my MN username to my other social media and potentially make me identifiable.

I will do an email to the CEO later today if I don't hear anything further from customer relations.

Every summer there’s stories online about how awful Butlins is and there have been for years.

This thread has actually encouraged me to give Minehead a try. I'm not brave enough to try the accommodation yet, so we've got 2 Day Passes and booked into the Premier Inn with their breakfast and dinner deal.

We're just doing a short break and are actually taking teens who asked to go to a waterpark. I'm hoping to book in some paid activities like climbing walls and archery in the mornings as I hope the pool will be quieter in the afternoons. I'm not sure how it all works though.