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. *
*
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.

Terrible. I think you should name and shame on social media.

I can understand they want to prevent certain people going but if you can prove your address I don't get the logic at all. They're potentially losing customers for life.

I NC'd for this, so that I can be public in my outrage, but my ever so evil "traveller sounding" name is

McDonagh.

It's just a fucking Irish name! I've only been to Ireland twice in my life 🤣

The other family who posted on the Butlins FB Page today who had their booking cancelled despite being on the electoral roll, and Butlins customer services refused to reinstate it was "O'Sullivan".

It's a shockingly disgusting policy. Surely when presented with evidence a family is on the ER, Butlins should reinstate the break with an apology.

Surely they are in breach of contract? I'd be visiting a solicitor with a view to claiming damages incurred for booking an alternative holiday at short notice.

No way would I be going now even if they do change their mind.

Never been to Butlins ever. They sound grim.

I would email butlins and request they inform you of how and which documents have lead them to this conclusion

Then go to the information commissioner and complain about misuse of information

Quite, silently. I'd never want to stay with them again after this.

I don't know if this is close enough to you but we've had a lovely time here before: www.parkdeanholidays.co.uk/dorset-holidays/warmwell/warmwell-holiday-park.htm

This is outrageous! I would never stay with them again anyway after this.

This is awful. And racist and discriminatory. Vile behaviour from Butlins.

They sent you a letter? Are you sure you received that letter? Post goes missing all of the time. Personally, is deny having received it and rock up with proof that I'm on the electoral roll conveniently in my handbag.

This is properly rage inducing. It's back to the days of hating the irish. Ffs.

This can't be legal surely?

Assuming that they accepted your booking and your payment, it seems to me that you have a concluded contract and Butlins are clearly in breach of it. Write to them to say that and also that, if they are not prepared to carry out their side of the contract, you will be suing them. I would suggest you also report them to Trading Standards.

Letter was sent recorded delivery!!!!

I was out at work today so my cleaner signed for it - that's how MC I am

xtra that article states there were 12 adults including in the booking. I wouldn't be surprised if one of those 12 adults has an Irish sounding name.

The electoral register stuff doesn't hold true because the OP Is on the ER.

I would contact Citizens Advice. They are very anti discrimination which, according to details you have posted, clearly is.

McDonagh is a renowned Irish traveller name. Although it misses the point somewhat

Thing is though, what can you actually do? This is why the world is crazy

We will not accept bookings from any UK-based party who is not on the electoral roll. For those who live outside the UK, proof of full residential address is required.

The above is a quote by butlins from the link above. They’re billy bullshitters, and stupid enough to put it in writing.

I didn't say it was a good reason just I can see they want to prevent a repeat of a previous incident

They won't prevent it by blanket discrimination against large numbers of people. Imagine the outcry if Spain banned Brits from hotels because of a proportion of badly behaved drunks or France banned them due to badly behaved football fans. It doesn't make sense other than as an act of deliberate discrimination.

Try the IC as suggested by Lineys - they may be in breach of contract if their justification is demonstrably false. However public shaming along with other families discriminated against might be the only way to get attention. That said, in the current climate they may feel they won't lose bookings for discrimination.

The news that Butlins may be banning certain sectors of society may encourage other sectors to holiday there. Quite worrying really.

It’s illegal to not be on the ER and a £1000 fine

This is what you do in the first instance:

www.gov.uk/equality-advisory-support-service

And secondly:

www.hja.net/legal-services/civil-liberties/human-rights/discrimination/

Incase Butlins try and sue me for defamation or some such, obviously they haven't said it's because of my name. Officially it's because I'm not on the electoral roll (although I am).

It's just than upon googling, it's only a problem Irish families seem to have ever experienced 🤔🤔🤔

I've just searched this and this has been happening for years. Domestic violence victims are registered anonymously so apparently you can't go to Butlin's?

How can no one have sued them over this already??? It's outrageous.

But of course I know the answer: it's a civil issue, not a criminal one, so you'd have to sue them to get redress. And to do that you have to be rich, basically, because you won't get legal aid for this. Literally not a single person got legal aid for discrimination cases in the UK in the last year: www.buzzfeed.com/emilydugan/not-one-person-with-a-discrimination-case-was-referred-to (and yes I know this is Buzzfeed but it's also true).

However, if you wanted to take it further, sadface in the press?

This is dreadful. How can you prove that you aren’t a traveller?
Moreover, let’s say you are from a traveller background but you are settled, on the ER, up standing member of the community etc. What can you do to prove that? And if they say to you ‘are you a traveller?’ Well yes you are, that is your heritage, you can’t make someone deny their heritage.