The following terms & conditions are valid for Butlins own breaks and private breaks that are sold on behalf of Butlins through approved third parties, including Spring Harvest events. These events, similar events and breaks booked directly through Sun Holidays may have separate Terms & Conditions for you to read in full prior to your booking.
We try to ensure all information, photographs and accommodation descriptions have been compiled from the most accurate sources available at the time of going to press. It should be noted that photographs and artists’ impressions are illustrative only. Some facilities may vary between the resorts, please read resort-specific information carefully. All details and information on the Butlins resorts are correct at time of going to press/digital image in October 2015. Accommodation décor, size and layout may vary between resorts. Pictures featured within our digital brochure are a typical representation. Not all accommodation is identical to the pictures shown on the web site; also not all accommodation is at ground level.
Butlins may change these terms at any time by posting changes online, via email for your Pre arrival information, or due to unforeseen circumstances whilst at resort.
You should review these terms regularly (i.e. at least once a month) to ensure you are aware of any changes made by Butlins. Our agreement with you includes:
Booking a Butlins break: (Includes – Booking options & restrictions)
Before you arrive
Identification & Data protection
Changes and cancelations to your booking:
Guests with disabilities
If you have a comment
Alcohol & Drugs policy
Booking a Butlins break
There are four easy ways to book:
Online - butlins.com:
You can book direct via our website in the Book Now section. It also provides the latest information available on our short breaks.
Call us on 0330 100 6648, or for groups of 20 or more on 0330 102 5297. In order to maintain our high standards of communication, selected calls are monitored and recorded as specified by Ofcom. For guests who have speech and hearing impairments, we welcome calls through BT TextDirect service. To access this service, dial 18001 before the number you require.
Your Travel Agent will be happy to check availability and make the booking on your behalf
Visit the Holiday Booking Shop or Discover Butlins while you are on resort.
Breaks booked whilst on resort (at the Holiday Booking Shop / Discover Butlins / Guest Services or Hotels) are covered by our Best Price Guarantee. If the same break is offered for sale at a lower price, subject to the terms and conditions below, customers will be eligible for a refund of the price difference. The refund is subject to the break being for the same resort, dates, duration, accommodation and number of guests and there still being availability to book. Best Price Guarantee only covers the original break booked whilst on resort. Third-party promotions, for example newspaper offers where you collect tokens, are excluded. If you have booked whilst on resort and have seen your break at a lower price, please contact us that day on 0330 100 6665 and one of our friendly advisors will check the price you’ve seen is available and apply the discount to your booking. All claims must be made by the start date of your break.
If any of your party has restricted mobility or access requirements - see Guests with special needs section.
In order to achieve a friendly, family atmosphere, Butlins will not accept bookings on our family breaks from all adult parties, large bookings or all same sex parties.
Of four or more whose members are aged predominantly 16-21
Of eight or more whose members are aged predominantly under 30
Single persons who are not part of a family group
On family breaks where there are persons travelling under the age of 21 the lead guest must be a minimum age of 21 years old.
Live Music Weekend breaks:
For Terms and Conditions when booking a Live music weekend break please click here
A contract will come into existence between you and Butlins when:
We tell you on the telephone, or online over the internet, that your booking is confirmed or
We accept your deposit payment by issuing written confirmation of your booking or
When your Travel Agent tells you your booking is confirmed.
The contract binds you and all members of your party, including day visitors. The contract lasts until you and your party leave the resort. It is your responsibility to ensure that all members of your party accept the terms and conditions of reservation and the provisions contained in ‘Terms & Conditions’. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of the booking. You remain the lead guest and contact point for the booking; you must attend the break booked.
By submitting a booking, you are confirming that no member of your party has a criminal record, has entry on a criminal register or any record of any order indicating antisocial behaviour, violence, abuse, public disorder or criminal damage or any other form of anti-social behaviour detrimental or potentially detrimental to third parties enjoyment of the Butlins facilities by other site users. If it comes to the attention of Butlins that this term has been breached, Butlins reserve the right, in its absolute discretion to cancel your group booking.
All part of the price:
Within our digital guide, Travel agent brochure and web site, reference to items as ‘all part of the price’ means they are included within the cost of the break. Your reservation confirmed:
Your booking will only be confirmed once the deposit and optional insurance (if purchased) have been paid. When you receive your confirmation of booking, please telephone our Customer Care team on 0330 100 6656 or see your Travel Agent if any of the details contained in it are incorrect. With this confirmation will be statements of cover for your optional insurance (if purchased), and any other relevant information.
For any Family breaks booked within 56 days prior to the holiday start date, full payment is required. For Arena breaks full payment is required 84 days prior to the holiday start date.
If the break is booked within 21 days, payment will need to be made by credit or debit card over the phone or at butlins.com and the card must be presented, along with a form of photo identification before room cards can be issued.
Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made.
Butlins is committed to ensuring a safe and secure environment for all its guests. The lead booker for any group booking will be required to agree to and sign a code of conduct on the behalf of the group and to provide credit card details, as security, in the event of any damage caused as a condition of entry.
Tesco voucher bookings:
Tesco Club card vouchers can be used to pay for all or part of your break (excluding dining and additional extras) at our best available rates. Breaks can only be booked by calling our team on 0330-1009327 and you must have ordered and received your tokens before booking. You must specify the amount of vouchers you intend to pay with at the time of booking. Vouchers can be used on new bookings only and if you cancel your break no refunds will be given for the vouchers. For full terms and condition please visit Butlins.com/Tesco
Children on the booking:
Children aged eight years and under may not be left alone without full adult supervision. Services/facilities for children over five years old are not childcare facilities. Whilst every care is taken, children remain the responsibility of parents or guardians at all times. Butlins will not accept bookings for parties with more than six children under 15 years old per adult. At least one adult must occupy each unit of accommodation.
Pets are not permitted in the main Butlins resort. Assistance dogs are accepted by prior agreement. Caravan Owners who wish to bring their pet dog or cat should contact their chosen resort of Skegness or Minehead to make arrangements. Dogs and cats are restricted to the Caravan Owners section and are not allowed in the main Butlins resort. Ask your resort which dog breeds are not permitted. Butlins reserves the right to refuse any animal considered dangerous.
Before you arrive
Please ensure that all of the following guest’s details have been submitted for every member of your booking:
Full name and address
Date of birth
Email address (To ensure that they are kept up to date with all pre arrival information).
Contact telephone number
The ways that you can let us know this information are:
Either via the telephone on 0330 100 6650
Email at Guestdetails@Butlins.com
Or for party sizes of 20 guests or more please call 0330 102 5297
In addition you can also log on to your ‘My Butlins’ account and update your information.
Failure to update us with the information required prior to your break, will lead to your contract with us being cancelled. (Please see Identification & Data protection). You also need to make sure everyone in your group over 18 brings some photo Identification with them (passports or photo driving license are fine). If we don’t get this information (or the names on your booking don’t match the guests who arrive) sadly we will have to cancel your booking.
Arrival and Departure times:
Entry on to our resorts on the day of arrival is from 13:00pm, whilst you may enter the resort from 13:00pm and collect your welcome packs and room key passes, access to your room will vary dependant on the accommodation type that you have booked as follows:
Standard and Silver Apartments, Rooms and Suites 4pm
Gold, Deluxe and Premier Members 3pm Shoreline, Ocean and Wave Hotels 3pm
Standard and Silver Apartments, Rooms and Suites 4pm
Blue Skies, Chalets, Gold, Seaside apartments, Deluxe and Premier Members 3pm
Standard and Silver Apartments, Rooms and Suites 4pm
Gold, Seaside apartments and Premier Members 3pm
Key passes will not activate until the times specified above on the day of arrival. However, you may use all other facilities on your arrival day, before check-in. Please bring your booking confirmation reference number; this can be quoted rather than showing the full document. Fully paid accommodation will be held until 8am on the day following the date your break was due to commence. A meal will be available for guests with a dining plan arriving at their allocated restaurant prior to 7.30pm on their arrival night. We are unable to cater for those guests arriving after this time – no refunds will be given for meals missed due to late arrival. On your departure day, we ask that you vacate your accommodation by 10am and return your keys to Guest Services or leave them at the main resort entrance. You are welcome to use the other resort facilities until 11am on your departure day.
Important information and updates
Important information updates about your break and our entertainment guides will be where possible published and available for you to view on line prior to your break. We would ask that you check your emails and our web site in the lead up to your break. In addition when arriving at our resort we will show you what activities and timings are available within your welcome pack. To avoid disappointment we would recommend pre booking your activities where possible.
Behaviour and compliance:
Please show consideration to other guests and Butlins team members; please treat the facilities with respect. Offensive or illegal behaviour and excessive noise will not be tolerated. If guests fail to comply with these rules, their contract will be terminated and they and their party will be asked to leave the resort immediately (without refund). Contracts will also be terminated if Butlins has a reasonable suspicion that any guest has committed, or intends to commit any of the above.
On selected breaks, as one of our safety measures, we operate a wristband policy. These are issued to guests at check-in. It is your responsibility to ensure that you look after and wear your wristband at all times whilst on resort.
Guests without wristbands will be refused entry to venues and may be required to leave the resort without refund. Should you lose your wristband, please contact Guest Services team - there is a charge for replacements issued.
Identification requirements & data protection
All guests travelling to our resorts aged 18 or over, are required to provide identification on arrival. The only accepted forms of Identification are a photographic driver’s licence or passport (provisional licenses are also accepted). Failure to provide identification (as specified above), if asked will lead to refusal of entry to our resorts.
In addition, for every guest on the booking we must have the full name, date of birth, full postal address including post code, contact telephone number and with your consent, an email address so that we can keep all parties informed of our pre arrival guides, this is inclusive of up to date entertainment information about your break and future offers. The above information is also required to ensure we know the identity of all guests ensuring that we help to provide an environment that is safe and secure for all.
All guests that are resident in the UK MUST appear on the Electoral Roll.
All other guests MUST provide proof of their residential address with photographic ID, in the form of a passport or driving licence.
We will make checks to ensure that our guests are registered on the electoral roll and where not located we reserve the right to cancel your booking until you are able to confirm this. Only the guests listed on the confirmation of booking may occupy the accommodation. If any other person/persons are found in occupation, Butlins will terminate the contract, the guests and unauthorised persons will be asked to leave the resort immediately, and refunds will not be given.
Use of Your Personal Information:
Butlins Skyline Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act puts obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully. This means that you are entitled to know how we intend to use any information you provide. Butlins Skyline Ltd will use the personal information that you provide to us and/or information provided to us by your Travel Agent to process your booking and book your holiday. We may need to pass your personal information and that of other members of your group who you are deemed to represent to third-party service providers such as insurance companies and travel providers, if you have requested these additional facilities.
You must inform other members in your party of the information about them that you are providing to us, and what we will use it for. For the purposes of data protection you, the lead guest, are acting as the representative of all members of your party. You may choose to provide us with information about your health or the health of members in your party so we can assist you with any disability needs. This information will only be used for the purpose(s) for which you provide it to us.
Please note that we can only discuss/amend a booking with the lead guest. We will correspond in all matters relating to the booking or group with the lead guest who acts as representative for all members of the group. If you have booked your holiday through a Travel Agent, or have asked us to book additional facilities on your behalf, please refer to the agent/service provider’s own data protection policy for details of how they use your information. Butlins Skyline Ltd and carefully selected third parties will also use your information for internal market research and records purposes. This information may be shared with other companies within the Bourne Leisure Group.
We will also use your information to contact you about other holidays or services brought to you by Butlins Skyline Ltd or our carefully selected trading partners. If you do not wish to receive such information please contact the Data Protection Officer, Butlins Skyline Ltd, 1 Park Lane, Hemel Hempstead, HP2 4YL. Butlins Skyline Ltd. In addition we may monitor and record telephone calls made to our Call Centres for quality control and team training purposes.
Paying for your break:
The easiest way to pay for your holiday is by debit or credit card at butlins.com/pay or over the phone. We accept the following:
Our preferred method of payment is by Debit Cards. However, we do accept MasterCard and Visa for both the deposit and the full balance payment. We do not accept American Express or Diners Club.
At the time of booking we will require:
The last three digits of your security code
Cardholder’s name and address if different from lead guest name
For web payments additional verification will be required
Our current charge for card transactions is 0%, however this is subject to change. If you book your break within 21 days of the start date, the lead guest will need to make payment with a card in their name only. This card with photo ID must be presented at the time of check in at resort.
If you opt to pay via our easy automated payment method, you will be agreeing to the following terms and conditions. A lower deposit has been agreed at the time of booking, as you have agreed to make the calculated monthly payments on a date each month selected by you over the remaining time before your arrival date. Failure to make the monthly payments that will be collected via the card details that you provided at the time of booking will result in your break being cancelled. We will notify you via email if there is a problem with your payment and give you 21 days to bring your booking up to date with the required payment. If you have made enough payments to take you above the minimum deposit agreement, we will contact you to advise you that we are removing you from the automated payment scheme and your outstanding balance will be required 56 days before your break date starts. If you have not made the standard minimum deposit (These will vary dependant on the break type you have chosen, please refer to our Customer Care team for further information about this on 0330 100 6665). We will attempt to contact you and advise you that your break will be cancelled. Should you wish to re book your break at a later stage, you will not qualify for any previous offer and will need to rebook at the current pricing as at the date of your new booking request.
Cheques and postal orders:
If you are paying for your booking by post, cheques and postal orders should be made payable to Butlins Skyline Ltd and sent to: 1 Park Lane, Hemel Hempstead, Herts HP2 4YL. Cheques cannot be accepted for breaks starting within 21 days of the booking. Please do not send cash as we are unable to accept cash payments. There is a £20 administration charge for dealing with cheques refused by your bank. Post-dated cheques will not be accepted. Any bank charges incurred for these cheques are solely the guest’s responsibility. If you book through a Travel Agent, cheques should be made payable to them. A confirmation of booking will be sent to your Travel Agent. Whether you booked directly with Butlins or a Travel Agent, the deposit will be deducted from the payable balance. The date the remainder of your balance is due can be found on your booking confirmation, it can also be found on the web site under your ‘My account’ profile. Payments by post, on-line or telephone must be received no later than 56 days before travel for all family breaks. Please note that balance reminders will not be sent, if your booking is not paid on time it may be cancelled. For bookings made within these time scales FULL payment will be required.
Cancelations and amendments to your Booking
Re-sale of a Butlins break:
You are not allowed to re-sell our breaks. If you would like to enquire about becoming an agent for Butlins, please ring our Customer Care department and ask for our Agency Sales Team. This will allow us to comply with the Tour Operators’ Margin Scheme under which we account for our VAT.
Re-sale of a Butlins wristband:
You are not allowed to re-sell our wristbands. Anyone found to be offering the Re-sale of wristbands prior or during the break will lead to the booking being cancelled for both the individual involved and anyone associated to the booking, if identified whilst on resort you will be asked to leave, with no offer of a refund for any time missed on resort.
If you need to amend your booking:
If you wish to add more guests to a booking, or notify us of a change of a name on the booking, you will not be charged an administration fee, although additional costs for additional guests may apply dependant on the break type and size of the accommodation you are in. Other changes to your booking will incur an administration fee of £20. Any change to the lead guest’s details is treated as a cancellation and subject to cancellation charges as outlined below. Part cancellations are subject to our normal cancellation charges (see ‘If you cancel your booking’). If you have holiday insurance, you may be able to reclaim the charges.
If you need to make an amendment to a booking please call our Customer Care team on
0330 100 6665.
Date changes and resort transfers:
If you wish to change the date of your holiday or request a change of resort, you will be charged an amendment fee of £20, subject to availability. You will also incur additional charges if the cost of your holiday rises. The new break price will be based on the price the break would have been at the original time of booking. It should be noted that we cannot change dates from one calendar year to the next. If you wish to change your booking, please contact the Customer Care team on 0330 100 6665 Requests must be made in writing or by telephone by the lead name on the booking or their Travel Agent only. Date changes are not allowed for bookings where the holiday starts in less than 21 days. Changes made within 56 days of the start of a family break are treated as a cancellation and subject to cancellation charges (see ‘If you cancel your booking’).
If you cancel your booking:
It may be necessary to cancel your break due to illness, accident or change of circumstances. If you have taken an insurance policy you will need to contact your insurers directly, charges arising from the cancellation will be covered in most cases.
As soon as you know that you need to cancel, call the Customer Care team on 0330 100 6665 (calls charged at standard national rate) or see your Travel Agent. Cancellation charges are calculated from the date we receive your verbal instructions to our Customer Care team, please see table below:
| Days before you
start your break
| 56 days or more for a family break*
|| Loss of deposit
| 55 – 43 days
| 42 – 29 days
| 28 days or fewer
*84 Days for Arena breaks.
Cancellation charges are calculated based on the start date of your break; in the event of this being amended, charges will apply to the earliest date whether this is the original or amended start date. Deposit payments are non-refundable and non-transferable in all circumstances. Any refunds due can only be made by the original payment method. If you have not arrived by 8am on the morning after your break was due to commence, or contacted the resort to confirm your arrival, we will assume that the break is cancelled and the total cost and the insurance premium will be forfeited. Any refunds given in respect to payments made by credit/debit card will be repaid to the same card. Payments made with vouchers or credit notes will not be refunded.
If we change or cancel your booking
We aim to provide all the services, facilities and entertainment as described on our website. Should it be necessary for us to make a major change to your booking, or, in exceptional circumstances, to cancel your booking, we will try to advise you or your Travel Agent as soon as possible and provide the following options:
In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss.
Alterations such as the withdrawal of certain amenities, facilities, activities and entertainment, may be made by Butlins for reasons beyond our control.
Limitations of liability
Butlins accepts responsibility for those arrangements that are within its control but cannot accept liability for any injury, loss or damage suffered by you or any member of your party unless one of the following applies:
There was wilful default by us, our employees or agents, or
Death or personal injury was caused by the negligence of Butlins, our employees or agents. For all claims other than death or personal injury which result from the non-performance or improper performance of our contract, we will pay reasonable compensation in all circumstances. Please notify any shortcomings or complaints to the Guest Services team at your resort immediately so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate.
Butlins is a trading name of Bourne Leisure Limited who are authorised and regulated by the Financial Conduct Authority in respect of all insurance matters. If you wish to select an optional insurance policy through Butlins, payment for our optional insurance policy must accompany your deposit payment on confirmation of booking, a 14 day cooling off period will apply to all purchases of our optional insurance policy via the telephone or on-line. Please refer to the policy wording for full terms and conditions.
Guests with a disability
If you have special requirements, please let us know at the time of booking. We will do our best to meet these requirements but they cannot always be guaranteed. If your special request is a necessity for you to be able to take a break, or any member of your party has restricted mobility or access requirements, please contact our specially trained coordinators on 0330 100 9334. Butlins has a limited number of fully adapted accommodation units, which may be suitable for guests with disabilities. In order for Butlins to provide you with full information of what is available on resort and to discuss your specific requirements and needs, call our Butlins specially trained coordinators on 0330 100 9334.
When a booking is made, a special needs information form is sent to the guest with the holiday confirmation and it is a requirement of the booking that this form is completed and returned in advance of the holiday to the resort that you are attending.
The details we require are:
The number of disabled guests and carers in your party: Please note that a ratio of one carer to every unit of accommodation booked is required on all bookings made.
Advice of any special needs these guests may require
The number of and sizes of wheelchairs being brought to the resort
The number and sizes of hoists being brought to the Resort
The numbers of and width of any scooters being brought to the resort
Details of any prescribed medication
We wish to ensure that we can provide the right accommodation and see
Dialysis facilities close to resorts:
For dialysis treatment while on holiday: for Bognor Regis, contact 02392 463976 (located at nearby Warner Lakeside Hayling Island); for Minehead Resort, call 01823 424510; for Skegness Resort, contact Beacon Medical Practice on 01754 897000.
Royal national Institute for the deaf – Type talk
We welcome enquiries from RNID Typetalk, the national telephone relay service for the deaf, deafened, hard of hearing, deaf-blind and speech-impaired people. For further information on this service, contact by telephone 0800 7311 888, Textphone 0800 500 888, or email: firstname.lastname@example.org. Website: www.mid-typetalk.org.uk
All pricing is subject to promotional availability at the time of booking your break. We guarantee that the price shown and agreed on your confirmation of booking for the accommodation, party size and insurance, plus any supplements, is the amount payable by you. We reserve the right to raise or lower our break prices and other charges at any time before booking. Our latest published prices can be found here and are valid for at least 30 days after the date on this document. Please note that all prices shown are inclusive of VAT at 20%. We reserve the right to amend the VAT element of the prices in the event of a change in rate of VAT.
Prices for Butlins breaks will fluctuate throughout the day based on the demand for that particular break, in that particular grade of accommodation and on that particular resort. Therefore, when calling or going online prices may change. If guests book their holiday very close to arrival then this will occur on a much more frequent basis. Therefore, it is advisable to book early. Guests are reminded that the prices displayed in this brochure are for example purposes only, they are subject to change and may go up or down in response to changing market pressures. Prices given are only valid at the time of booking. Any quotation obtained prior to booking is subject to change.
Minimum price of break
The minimum price for any break, excluding any food packages or any insurance policies, must be £50. This includes bookings using Customer Care discount vouchers.
Our prices are calculated per unit of accommodation and vary depending on the size of the unit*. The price does not change if there are less people staying in the unit, than its maximum occupancy. However the prices displayed within our digital brochure are calculated based on two adults and two children (2-14yrs) sharing a four person unit (unless otherwise specified). *Selected Christmas breaks are priced per person. There is a minimum price depending on the occupancy of the unit, which vary by size of unit. If you do not have the minimum number of guests under occupancy charges may apply.
Apartments, rooms and suites:
Chalet’s and Apartments include a lounge and kitchen area. Rooms do not have a lounge or kitchen. Suites include a lounge but no kitchen.
For pricing purposes only are classed as age 15 or over.
For pricing purposes are aged between 2 and 14.
Infants under 24 months:
Sleeping in a cot in both apartments and rooms are free when the minimum occupancy for that unit has been reached. Cot hire is available at the time of booking for £10 per cot.
where available, one of our dining packages can be added to your booking. This is subject to availability. Dining packages may be restricted to certain accommodation types, please ask at the time of booking.
Prices are per adult and per child per day:
0 to 2 years are free
3 to 5 years are half price
Dining packages if required have to be added to all guests on your booking and for the full duration of your break.
Kids eat free & first child eat free offers are subject to availability at the time of booking. Kids eat free is applicable to one child (2-14 yrs) eating free per every full paying adult purchasing a dining plan. First child eats free applies to one child (2-14 years) eating free per unit of accommodation when purchasing a dining plan. Both dining offers applicable to new bookings only and discount will apply to the youngest children on the booking.
Can be secured for a supplement of £15, subject to availability. This may be subject to change. Guests that are Blue badge holders will receive a full refund when presenting their badge at Guest Services or Gold reception.
Offers and promotional availability:
Butlins offers are subject to limited promotional availability. Due to the increasing popularity of Butlins breaks, offers can run out from time to time. In this instance, we will be happy to assist in finding an alternative break for you. Please quote the applicable offer code, as this will help us to find the best price and offer available.
Please treat your accommodation with care and respect; it will be inspected at the end of your break by our accommodation and housekeeping team. You will be held responsible for any damage caused during your stay. Damage to your accommodation may also result in the termination of the break with no compensation.
Pre Authorised deposit on arrival
We reserve the right to charge you during or after your stay for any loss or damage to our property. For party sizes of 10 or more, we may request a pre authorisation for payment upon your arrival at resort prior to check in for £100 per booking, this will be made via your debit or credit card. Your card will not be debited unless damages to your accommodation or that of our property are caused. The authorisation from your bank will last for up to 7 days and will impact the availability or access to the amount of funds authorised by your Bank or Building Society.
We reserve the right to enter accommodation at any time and for any reason, to ensure the safety and wellbeing of all of our guests.
Butlins reserves the right to require that any guest be interviewed by us, on Butlins premises, to enable us to look into instances of damage or nuisance to Butlins property or guests. Any person who refuses to comply, without a reasonable excuse, will be treated as having terminated their contract. They and their party will then be asked to leave the resort immediately and refunds will not be given. We reserve the right of entry to our resorts, and the right to refuse entry to our resorts without notice. Guests are advised not to bring electrical appliances to any resort, If they do so, they use the equipment at their own risk.
If you have a comment
If you are dissatisfied with any aspect of your break whilst on resort, please speak to the Team Leader or Manager responsible for the area concerned. If they are unable to resolve the issue, then please speak to the Guest Services team. They will endeavour to help you immediately so that you can enjoy the rest of your stay. If you do not give us the opportunity to resolve the problem locally by reporting it whilst on resort, we may not be able to deal positively with any feedback on your return. Claims may be rejected if we have not been given the opportunity to put matters right or investigate your concerns. If, at the end of your holiday, you feel that we have not provided a satisfactory solution, the lead guest should write to the Resort Director at 1 Park Lane, Hemel Hempstead, HP2 4YL or via email to email@example.com.
Please submit any written comments within 28 days of returning from your break so that we may properly review and reply to your feedback. Please write your break reference number on your letter and include your telephone numbers.
Smoking is not allowed around our resorts, in our entertainment venues, or in any accommodation. If a room has to be cleaned due to the effects of smoking there will be an extra charge of £75 for this. You’ll find designated smoking areas on resort.
Given their remarkable likeness to cigarettes, the use of e-cigarettes can cause concern amongst other guests, so we kindly ask our guests to only use them in the designated smoking areas provided. We do not allow these to be used in any of our entertainment venues or accommodation.
Health and Safety
For the safety and well being of our guests, not all facilities are available to everyone and height restrictions do apply on all our rides and activities.
A responsible adult must accompany any child under the age of 8yrs old and any child who is a non-swimmer under the age of 14 yrs old. The adult must remain in the water with the child at all times. An adult may not accompany more than 2 children at any one time. Only competent swimmers may use certain flume rides. Please be aware that loose items, including goggles, cannot be worn on the flumes.
We want to ensure that you enjoy all the activities we have on offer throughout your break. When booking free activities in advance, we ask that you only book one activity per person (Of the same activity, for example ‘football coaching’) – this is to ensure where possible, that everyone on resort gets to try as many of our unique activities as possible. If you would like the opportunity to take part in the same activity on more than one occasion, please look for further availability nearer the date and time of the event. Multiple bookings from the same guests may be declined entry on the day, dependant on demand.
Restrictions and additional charges may apply on certain rides and other facilities. To meet certification requirements and maintain our ongoing improvement policy, all our funfair rides are regularly inspected and maintained by specialist engineers. They may be closed at certain times for work to be carried out, please check with your resort. Rides are subject to weather conditions.
Butlins actively works within the Health and Safety Executive’s Code of Safe Practice HS G 175 Fairgrounds and Amusement Parks, which states that operators should ‘take reasonably practicable measures to identify and exclude any individuals who cannot ride safely’. The code specifically includes persons who ‘have a physical injury or other condition’ that impairs their ability to use the ride safely. Ride attendants assess guests according to these recommendations. Unfortunately, this may present limitations to some disabled guests; those, for example, who cannot brace or support themselves in the seat of a given ride.
Should Butlins become aware, or have reasonable grounds for suspicion, that a guest has contracted a contagious disease that has the potential to infect a large number of people quickly; they and their party will be required to leave the resort. If this is not possible, then restrictions will be placed upon their activities and movements in order to prevent the disease being transmitted to other guests. We are unable to offer any refund in such circumstances and strongly recommend that guests obtain suitable insurance prior to travel to cover any such eventuality. See page 61 for details of Butlins insurance.
Butlins venues are subject to maximum capacities set by the local Fire Officer, and as such entrance to venues are not guaranteed. As our venues are popular seating cannot be guaranteed or reserved.
Filming and Photography
Due to the popularity of Butlins, we get requests from TV and other companies to film/photograph on resort, many of which we accommodate. We also take our own Butlins promotional films and photographs on the resorts throughout the year.
Please be aware that photographic shoots and/or filming may be in progress during your break, and ensure that you are aware of the positioning of cameras at all times. We do not accept responsibility if, contrary to your wishes, you appear on film or in photographs.
Please be aware that some entertainment shows use strobe lighting. The availability of some outdoor facilities and entertainment may be affected by adverse weather conditions.
Booking taken for a major public holiday periods
Please note that all bookings taken for breaks commencing between 9 December and 31 December and other major public and bank holiday periods are subject to a maximum group size of eight. Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made. If you or your guests fail to provide this information, we reserve the right to terminate the contract without recompense. Groups of nine or more persons should speak to our advisers on 0330 102 5296 and provide the full names and addresses of all party members, who will then contact the relevant director for approval. Butlins reserves the right to terminate the contract of any guests found to be in breach of this requirement without notice, and would require the guests to leave the resort without refund of monies paid.
Please refer to Identification requirements and data protection section for more information.
Alcohol and Drugs policy
For the safety, wellbeing and enjoyment of all our guests, we do not allow guests to bring excessive quantities of alcohol onto our resort. The quantity that is deemed excessive will be at the absolute discretion of the resort Team. Where excessive quantities of alcohol are/have been brought onto the resort, then the alcohol will be removed and returned only at the end of the break. Where repeated attempts to breach this condition are made, Butlins reserves the right to terminate the contract without notice and without refund of monies paid.
We have a zero tolerance policy on drugs. Anyone found taking illegal drugs or any other illegal substance will be asked to leave our resort and will not receive a refund for any part of their break.