Butlins break cancelled because "we aren't on the electoral roll"

[Butterlins]

Firstly - we are on the electoral roll, always have been, have voted in every general and local election, and can provide proof of being on the electoral roll.

We got a letter from Butlins today - I only picked it up at 6pm because I was working today, so I haven't been able to ring customer services. The letter says (happy to post it on here) that because we aren't on the electoral roll, our break has been cancelled, our money will be refunded, and this decision is final and cannot be reversed. *
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A small amount of googling has shown me that Butlins do this for anyone with an Irish/traveller sounding surname. Surprise surprise, we have a surname common in the travelling community.
There is a number to call to "arrange your refund", and my googling has shown that when others who have received this letter ring to explain actually they are on the E.R and can provide proof of this, Butlins say "tough" and refuse to reverse their decision.

And I can find many many instances of people with "English" sounding names (Bishop, Cooke, Pitt, Patel) who AREN'T on the electoral roll who have never had any problems with booking at all. It seems to be directed only at those with "blacklisted" surnames, even if they are on the ER.

I imagine I'll have a battle on my hands when I ring Butlins tomorrow - anyone help on how to approach this? I'm fuming tbh. Me and DH have both booked time off work, the kids have been so excited.

This is going to boil down to the rights of the staff and guests vs the rights of the travellers

Not really. It's going to boil down to rights under the Equality Act 2010, full stop.

This is unbelievably awful. OP, I’m outraged on your behalf. I really hope you manage to get it sorted.

Could you somehow book it in someone else’s name? Or am I being really stupid with that idea?

Your DD is beautiful btw

I would imagine it is in the small print that they reserve the right to change or cancel for any reason whatsoever.

That wouldn't work. The Equality Act and the law of contract are not so easily overriden.

And if they can show that ALL uk residents must be on the ER then they are protected from claims of discrimination.

Not necessarily. If something ostensibly applies to all people but it can be demonstrated that one racial group will be disproportionately affected, it would still be discrimination.

OP, do you have a concluded contract? ie. Did you send in your booking with your deposit, and were you told that the booking had been accepted?

This is such an interesting thread. We were refused a house rental once because the letting agency checks allegedly said we weren't on the electoral roll. We had been for years but they wouldn't budge. DP has an Irish surname, but I had no idea that was a thing until reading this. It cost us a lot of money too. I'm even angrier about it now than I was then, and I was pretty raging then.

The OP's situation is appalling and in her shoes I'd be shouting from the rooftops.

UPDATE

I got a phone call from Butlins (as well as a message from a journalist at the Independent seeing if I would speak to him oooooerrr!) apologising and reinstating my booking.

I'm happy with that - as much as this has left a real sour taste in my mouth, I know my kids love the place and our previous holidays there have been fantastic.

I do think they need to take a look at their policies, and perhaps some staff retraining, as I experienced the worst customer service I've ever had, and they should have backed down and apologised immediately once I had proof I was on the electoral roll and no problems with prior bookings, rather than still refusing me. I've emailed them to highlight these points (and to ask for £21.50 back to cover the cost of the letter I had to pay from my council to prove I was on the electoral roll!), and hopefully it's something they take into account going forward.

It's fine to have a policy to refuse admission to those not on the electoral roll, or those who have caused trouble on a previous visit, but completely unacceptable to cancel bookings to law abiding professional families who happen to have Irish names (and I'm not the only family I have found this has happened to).

All in all, a good resolution for me, and it wouldn't have happened without you all. Thanks for those who commented on the Butlins fb page etc. The Power of Mumsnet!

I'm glad it's sorted but I hope you still speak to the journalist at the Independent.

It might be worth speaking to the journo in this instance.

I think you should still speak to the journalist - it's an appalling policy and other people may not have the wherewithal to do what you have done.

Great news, OP, I hope you and your family have a lovely time.

I hope it will also make Butlins re-think this policy and the ramifications of it. No-one expects them to welcome people who have caused trouble in the past and may be likely to in the future and fair enough to bar them but this current policy is nonsensical.

Glad it's resolved for your family op. You're right though it doesn't appear to be an isolated incident, I saw a few others tweeting that it has happened to them to.
Their policies need updating.

I'm glad your children are going to get their treat as planned.

I'd consider booking with the journalist for when you get back.

I hope the Independent still runs the story and contacts other families this has happened to. Disgraceful behaviour by Butlins.

I understand why you're still going, now that you're 'allowed', but I would never let them have another penny of my money if it was me.

yay wll don it does still need to b publicised though or this will just carry on

All those who found those links quickly, it took me a while and I only came up with one of those stories - either crap search engine or crap search parameters.

It's not fine. It's super racist. I hope your children enjoy their holiday but you should still speak to the journalists about it.

Please do speak to The Independent - this is a policy which should be changed. Having said that, I spent a weekend at Butlins Bognor last February - I am NOT on the electoral role and live in Ireland, although they didn't ask to see my passport or utility bill or anything. I do not have an Irish surname!

role? roll!

the Greek Chapel which has cancelled weddings and barred English people from booking weddings there due to the behaviour of that couple from Birmingham.

Yes, and when they did that they were largely applauded and everyone blamed the couple for their disgraceful behaviour rather than the church for being discriminatory.

11 days to go, your children love it, it's a birthday - I would still go in that scenario but I really hope you take this further. As said above I have an Irish surname (married) and I am so upset at the thought of my in laws being discriminated against for being Irish.

Screw Butlins and their appalling policy. How about you have more staff, better strategies for dealing with belligerent customers and pay more for security?? Rowdy trouble and drunks come from all walks of life.

Brilliant i am pleased it is sorted. Hopefully the power of mumsnet helped a little bit.

I'm sure it has left a sour taste in your mouth however I hope your little girl enjoys the trip.

Glad it's sorted for you but you've not signed a no disclosure clause & think you should talk to the journalist

It could just as easily have gone the other way & sounds like not everyone else is as 'lucky' as you've been. I wouldn't be able to enjoy it after this anyway.

Op your daughter looks far too cute and happy
Her photo will be under the headline
BUTLINS BREAK BANNED TOT TRAUMATISED
she needs to look appropriately sad :o

I’m not impressed by either the bannng of people who ARE on the ER based on surname, or the overall policy. I’m not on the electoral roll, for a legitimate reason. So the idea that I wouldn’t be able to go because of this policy is crap. I’ll just have to spend money elsewhere.

You'd think that the only reason for banning would be those who have been involved in incidents.