FERQUENTLY ASKED QUESTIONS

How can I add a discount or offer code?

If you have received an offer code you'd like to use when making a booking online you can enter it at the start of the booking process. At the start of our 3-step booking process you'll be asked to choose the date and resort you'd like for your break, then the number of guests attending and their ages and thirdly the type of accommodation. Near the end of your quote, it will give a breakdown of everything you have selected, and under 'discount' you will be prompted to enter your offer code. Once you've entered the code simply click the 'apply offer' and the discount will be added to your booking and will display on the break summary page just before finalising your break. Please note offers can be applied to new bookings only, we are unable to add offers or promotional codes to an existing booking.

Butlin's offers exclusive discounts for a wide range of companies and organisations for their employees and members in the UK. You'll be able to obtain your company's Q code from your employer and to use this unique discount code, simply go to www.butlins.com/PHC and then click 'Find a break'. From here you can enter your company Q number in the search bar and click the 'Check Q Number' button. Once the Q Number has been confirmed, your discount will be automatically taken off of your holiday cost at the completion of your quote.

If you are booking with our team over the phone, please let them know what offer/code you have towards the beginning of the call so that they can ensure that they include it on your booking.

Will I need all of my guest details at the time of booking?

Yes! We will require all of your guests name, dates of births and addresses. You can do this online at the time of booking, or give our team these details if booking over the phone.

Can I request ground floor accommodation?
Ground floor accommodation is only guaranteed if you select and book it at the time of making your reservation. If a ground floor option is not chosen, your accommodation will be located on an upper floor.

Please make sure you select the accommodation that best suits your needs when booking. If anyone in your party requires additional support or has specific accessibility requirements, please contact our Specialist Team on 0330 100 9732 before your stay so we can assist.

Does my accommodation come with housekeeping?

If you're staying in a Gold, Comfort Plus, Seaside Lodges, West Lakes Chalets, Bayside Apartments, Hotels in Bognor Regis, Deluxe Lodges or Premium Lodges. Housekeeping visits twice a week, on Wednesday and Sunday.

What does the housekeeping visit include?

Our team will pop in to change your towels and empty the bins if required. please place your towels in the shower or bath if you would like them to be replaced.

Do I need to be in my accommodation for the housekeeping visit?

No, please go out and enjoy your day, our team will visit any time between 9am and 5pm.

Is housekeeping included for all accommodation types?

No, only Gold, Comfort Plus, Seaside Lodges, West Lakes Chalets, Bayside Apartments, Hotels in Bognor Regis, Deluxe Lodges or Premium Lodges.

How do I book adapted or accessible accommodation?

At Butlin’s, we're all about inclusivity. Whether you're someone with restricted mobility, a disability, or any special care requirements. We aim to ensure that our services are as accessible as reasonably possible, so it is important that we are fully appraised of any needs, requirements and conditions prior to any booking being concluded. 

If you have any questions or concerns about accessibility or getting around our accommodations and venues, just give one of our Specialist Advisors a shout on 0330 100 9334. They're available Monday to Sunday, 9am to 6pm, and they're more than happy to help. If your circumstances change before or during your break, that’s ok, just keep us in the loop. We're here to make sure your Butlin’s experience is as enjoyable and as stress-free as possible.

Butlin’s has a limited number of fully adapted accommodation units, which may be suitable for guests with disabilities. In order for Butlin’s to provide you with full information of what is available on resort and to discuss your specific requirements and needs, call our Butlin’s specially trained coordinators on 0330 100 9334.

I have Tesco Clubcard Vouchers, how do I use them?

You can use your Tesco Clubcard vouchers as either full or part payment towards a holiday with us. To do this you'll need to exchange your Clubcard vouchers for a Butlin's e-voucher by calling Tesco Clubcard rewards on 0808 100 0707 or visiting the Tesco Clubcard Website.

You'll receive two e-mails as confirmation from Tesco with the second e-mail containing your Butlin's e-voucher number. Once you've received your e-voucher number, give our a friendly advisors a call at least 14 days before the start of your break on 0330 100 6648 and we can arrange everything for you.

Your e-voucher number can only be used against the cost of your accommodation and cannot be used to pay for a dining plan or any additional extra such as activity passes. Your e-voucher also cannot be used towards the deposit for your break.

For more information on how to use your Tesco Vouchers with us please click here. (https://www.butlins.com/help-contact/tesco-clubcard) Please note Tesco Vouchers can only be used for payment towards breaks and cannot be used for Day Visits.

Can I book a large group for one of these breaks?

For groups of 19+ we can help make everything so much easier for you. Just call our friendly group advisers and they will be happy to help you arrange a break that’s perfect for you and your friends.

For information and quotes on bookings with 20 guests or more please call our dedicated team on 0330 100 9732, they're open 9:00 am - 5:00 pm Monday to Saturday.

What deposit is needed to book a Butlin's Big Weekender?

If you book a Big Weekender break more than 70 days before the start of your break, you can either pay the full amount or a deposit. If you book 70 days or less before the start of your break, you’ll have to pay in full at the time of booking.

Standard Deposits:

• £35 per person
• If you select Auto Pay it will be from £15 per person.
• Full balance due 70 days before weekend start date

Arena Breaks (including Darts breaks & Fatboy Slim): 

• £45 per person
• If you select Auto Pay it will be from £25 per person. 
• Full balance due 70 days before weekend start date

Do I have to book for the whole weekend?

As our Live Music Weekends are 3-night breaks, you do need to book for the full duration. You can stay for just 1 or 2 nights but will need to pay for all 3.

What ID is needed for me to check in?

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, passport (provisional licenses are also accepted) or PASS card. Failure to provide identification (as specified above), if asked will lead to refusal of entry to our resorts.

Anyone without ID will not be issued with a wristband and will need to leave resort. If you want to find out more about how to get a PASS card before you arrive, please visit https://www.pass-scheme.org.uk

What time can I arrive on resort and check into my accommodation?

Here’s all you need to know to make sure you have a speedy and smooth arrival and check-in experience.

You’ll receive an e-mail from 6pm the day before you arrive to confirm your arrival information, including your allocated arrival entrance - you can arrive on resort from 1pm.

When you get to Butlin’s, you’ll need to head to your allocated arrival entrance. It’s really important that you arrive at the right arrival entrance to ensure a safe and easy check-in.

Our team will direct you onto our drive through check-in, where your welcome pack and key card will be waiting for you. All you need is your booking reference number and photo ID ready to show our team.

Fancy checking in a little earlier? For just £20 per room, you and your family can access your accommodation from 1pm (usually 4pm). That’s three whole hours of extra fun! Interested? Check availability via My Account or by giving our team a call on 0330 100 6649 before 4pm the day before your break begins (subject to availability).

For more information on what to expect before you arrive on resort and check in, click here. 

Will I receive anything via e-mail before I arrive on resort?

Of course! You’ll receive an e-mail from 6pm the day before you arrive to confirm your arrival information, including your allocated arrival entrance.

How do I get to your resorts?

We know that once you've set off on your break with us you'll want to start having fun on resort as quickly as possible. To make this easier for you to plan your journey to our resorts we've got lots of information below depending on how you're arriving:

Car:

Bognor Regis: It's easy to get to Bognor Regis by car, with the resort just over an hour away from the M25 London orbital motorway and London Gatwick International Airport. 

Minehead: Our resort is around an hour and 45 minute drive away from Bristol and a bit further at 3 hours away from Birminghham. 

Skegness: It's easy to get to our Skegness resort by car and our resort is just over an hour away from Lincoln and 90 minutes away from Norfolk.

Train:

Bognor Regis: Our resort is roughly an hour away from London Victoria to Bognor Regis train Station. Some services require that you change at Barnham, so be sure to check with National Rail for times and fares. Bognor Regis Railway Station is very close to the town centre, and taxis can be hired from within Bognor Regis Train Station.

Minehead: Taunton Railway Station is the closest to our Minehead resort. To get to and from the resort, take Bus 28 from stop S3 which is located across the road from the main entrance.

Skegness: Our resort is around a 3 mile drive away from the Skegness train station and you'll be able to catch a bus directly from the train station to our resort at regular intervals in the day.

Coach:

You're able to book a coach with National Express and you'll be dropped off conveniently at any of our resorts. You can find more information about travelling with National Express here. 

Ferry:

Bognor Regis: The closest ferry port to Bognor Regis is Portsmouth Harbour which is around 24 miles away, with the next closest port at Newhaven, approximately 42 miles away from resort.

Airports:

Bognor Regis: Gatwick Airport is the nearest international airport, which is about an hour's drive from Bognor Regis, and has a regular train service that runs from the airport to Bognor Regis. Next closest airports are Bournemouth Airport at around 67 miles away from Bognor Regis and Southampton Airport which is only 38 miles away. 

Minehead: If you're flying into us, the nearest major airport is Bristol Airport which is around a 90 minute drive away from our Minehead resort.

Skegness: If you're arriving by air, the nearest airport is Humberside Airport and is around a 15 minute drive from our Skegness resort.

Addresses:

Bognor Regis: Butlin’s Bognor Regis, Upper Bognor Road, Bognor Regis, West Sussex, PO21 1JJ

Minehead: Butlin’s Minehead, Warren Road, Minehead, Somerset, TA24 5SH

Skegness: Butlin’s Skegness, Ingoldmells, Skegness, Lincolnshire, PE25 1NJ

Do I have to book my shows and activities before my break?

NEVER MISS A BEAT. With our Big Weekenders App at your fingertips, you can check out our line-ups, book daytime activities in advance and explore our resorts without leaving the sofa, saving your feet for the dance floor.

How do I amend my booking?

You can make an amendment to your booking up to 4pm the day before your break begins. We're able to change names on your booking (other than the lead guest) up until 11am on the day of arrival.

To make an amendment to your booking, please get in touch with us via phone on 0330 102 5296, or log in to My Account to view your booking, request a confirmation. plus, make a payment, add and remove dining and add guest details.

If something's come up and you need to change the date of your break, we would need 70+ days notice for this and we're happy to move your holiday to any other date within the same calendar year, subject to availability. If the cost of your break is higher you will need to pay the difference and our friendly team will help you find the best option.

Please note that there is a £20.00 admin fee to make changes to your booking over the phone with our team.

How do I enhance my break?

Make your weekend one to remember with our range of extras. From VIP passes to Bottomless Brunch, this'll definitely be one weekend you won't forget!

PLAYXPERIENCE

Our Big Weekenders have got even bigger! We’ve taken things to a whole new level with our brand-new activity centre, PLAYXPERIENCE. Set over two floors and covering nearly 50,000 square feet, this immersive indoor hub features nine state-of-the-art experiences all under one roof. Expect mind-blowing, adrenaline-pumping activities in the daytime and competitive, interactive bar games in the evening. Take on themed escape rooms, putt your stuff with hi-tech mini golf or challenge your mates to digital darts.

For more info, click here. 

Tokens

There’s more to our Big Weekenders than big-name acts and headline moments. That’s why we’ve introduced a whole new way to pay for activities, so you can try as many as possible AND save money.

Explore prices & what's included here. 

Early Check-In & Late Check-Out

For just £20 per room, you and your friends can access your accommodation from 1pm (usually 4pm). That means three more hours to get ready for the night ahead! Or, If you fancy an extra two hours of sleep, opt for late check-out at 12pm (usually 10am) for the same price and relax in your room for longer.

Explore prices & what's included here. 

VIP Pass

Fancy feeling like a rock star for the weekend? Thought so! Pull out all the stops and make your Big Weekender a special one with a VIP pass. From only £49.50pp, you can take advantage of VIP bar access, food discount and queue jump into all of our main venues, all weekend long.

Explore prices & what's included here. 

Bottomless Brunch

Our favourite weekend pastime! If you're looking to refuel after a night out, head to The Diner for free-flowing drinks, throwback beats and delicious eats.

Explore prices & what's included here. 

The Spa at Bognor Regis

The Ocean Spa is the perfect place to unwind and indulge in a little ‘you time’. Whether you’re after a quick pick-me-up or a full-on pamper session, we’ve got a range of relaxing treatments that’ll leave you feeling refreshed and rejuvenated.

Explore prices & what's included here. 

Dining Plans

Our dining plans give you a huge variety of food and drink to fuel you through the night and get you back to your best the next day, ready to do it all again.

Explore prices & what's included here. 

Upgrading Your Accommodation

Finding the right accommodation for you is essential to you getting the most out of your break. Thinking of upgrading your booking? Give our team a call on 0330 102 5296 so we can talk you through all of the options and find the right accommodation to suit you and your family!

Where can I get a timetable/line-up/programme?

For a full list of available facilities on your break, please download the Butlin's Big Weekend app. We will upload the full line up and available facilities closer to your stay.

Alternatively, in the days leading up to your break, the timetable with act times will be added to the Before You Go page on our website which you can find by clicking here. (https://www.butlins.com/bigweekenders/before-you-go)

Can we change guests halfway through our Butlin's Big Weekender?

All guests attending a Big Weekender need to be named on the booking, and pay for the full duration. You are unable to swap guests midway through a break.

Can I get groceries delivered to your resort?

If you'd like to get stocked up with supplies for your break with us you can have your groceries delivered to you at our resorts. Simply provide the applicable address to your grocery provider when placing your order:

• Bognor Regis: Upper Bognor Road, Bognor Regis, West Sussex PO21 1JJ 
• Minehead: Warren Rd, Minehead TA24 5SH Butlins 
• Skegness: Roman Bank, Skegness, Lincolnshire PE25 1NJ 

Deliveries can be accepted at the resort gates, you'll just need to pop down to the entrance and collect your shopping.

What do I do if I’ve lost my wristband or key card?

Should you lose your wristband or key card, please contact Guest Services team - there is a charge for replacement wristbands issued.

Who do I contact if something is broken in my accommodation?

Even though we'll do all we can to give you a fantastic break, things do sometimes go wrong. If something isn't working in your accommodation quite as it should, please call the number within your Welcome Pack or call the below number for the resort you're staying at, and one of our team will come to you so we can try to put things right so you can get back to enjoying your break.

Bognor Regis: 0330 102 5283

Minehead: 0330 102 5289

Skegness: 0330 102 5278

I’ve had an issue during my break and need to speak to someone, who do I contact?

Even though we will do all we can to give you a fantastic break, things do sometimes go wrong.

Here is what to do if you need to complain:

If you are on resort and have any concerns, please contact the Guest Services Team, who will endeavour to help you immediately so that you can enjoy the rest of your stay. Their details can be found within your welcome pack and the ‘Out of Hours’ contact number can be found on the back of your key card. If we know of your concerns, we would love the opportunity to try and put things right for you.

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 someone in my party is feeling unwell during our break, who should we contact?

If you're feeling unwell, please head back to your accommodation and notify a team member via the Big Weekenders app or on the number in your Welcome Pack as soon as possible.

How do I connect to your Wi-Fi?

Yes - free WiFi is included throughout your break! Simply connect to Butlins_WiFi on your device - no password needed, just connect and go.

You'll enjoy device speeds of up to 8Mbps, giving you access to general internet browsing, social media and the majority of streaming services, 24 hours a day with no download restrictions - perfect for keeping the family connected between all the fun!
 

What time do I need to check out of my accommodation and leave the resort?

Check out is no later than 10:00am. However, you and your family are welcome to stay and enjoy yourselves on resort until 11:00 am.

If you fancy an extra two hours of sleep, opt for late check-out at 12pm (usually 10am) for just £20 and relax in your room for longer.

Interested? Check availability via My Account or by giving our team a call on 0330 102 5296 before 4pm the day before your break begins (subject to availability).

When leaving resort there's no need to pop in and check out with us, simply drop off your key cards in the drop off boxes located around the resort and at the resort exit.

Where is the closest hospital to the resort?

Below are the closest hospitals to each of our resorts:

• Bognor Regis: Bognor Regis War Memorial Hospital
• Minehead: Minehead Community Hospital
• Skegness: Skegness and District General Hospital

However, if it's an emergency, please call 999 as usual (as the emergency services will make us aware of the situation so we can provide extra support).

Do you accept cash/contactless on resort?

Of course! We accept both cash and contactless payments on all three of our resorts, although contactless is preferred and the limit is £100 across the resort.

How can I contact the Hire Shop?

Don't worry if something you need isn’t included in your accommodation. Essentials are available to hire from our safes, hairdryers and more!

For more information on prices and what's available to hire please contact the resort you're visiting below:

• Bognor Regis: 01243 810077
• Minehead: 01643 703331 ext 5555
• Skegness: 01754 614408

When you give our Hire Shop team a call, they will be able to check the availability to reserve your chosen item and let you know what time to pop in and collect it. 

Can I book another break whilst I’m still on resort?

Of course you can, in fact we'd love it if you did! 

We have a Holiday Booking Shop at each of our resorts where our Butlin's experts are on hand to help you plan your next trip! You’ll have a choice of the best accommodation, access exclusive savings that are only available on resort plus much more! Pop in and see us today.

Find the Holiday Booking Shop in the Skyline Pavilion at Bognor Regis, the Boardwalk at Minehead, and Discover Butlin's in the Skyline Pavilion at Skegness.

You can find out more about our Holiday Booking Shops by clicking here. 

I’ve returned from my break, how do I give feedback?

Even though we will do all we can to give you a fantastic break, things do sometimes go wrong.

Here is what to do if you need to complain:

If your break is over and you are still unhappy, please write to us within 28 days of your break ending to feedback@butlins.com

The email must be from the Lead Guest, as you are the person we made this agreement with. We will request Lead Guest permission, if we receive a complaint from another member of your party.

Please include your Booking Reference number on your email, along with any supporting documentation that you think will help us deal with your complaint.

Once received, we will send you an acknowledgment and aim to resolve your complaint within 14 days.

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.

Please note: We are unable to carry out a full investigation into any complaint received after 28 days, due to changes that are made at the resorts.

Who do I contact if I've left something on resort?

Have you left something behind with us on resort? Not to worry, we'll be more than happy to help try to locate and safely return your property to you.

Within your e-mail to our team, please include the below:

• Full description of what you have lost and where
• Your full name
• Booking Reference number (this can be found on your holiday confirmation)
• Where you were staying whilst on resort
• Telephone number we can reach you on.

Bognor Regis: bognorlostproperty@butlins.com 

Minehead: Lostproperty.minehead@butlins.com 

Skegness: SkegnessLostproperty@butlins.com 

We do our very best to reunite our guests with any lost property, providing us with the above information will be able to help us in reuniting the item(s) to yourselves. We will only contact you back if we have found the item(s) to arrange postage and packaging.

We keep our lost Property for 10 days, after which it is either disposed of or donated to raise funds for our chosen charity which is Great Ormond Street Hospital.

I’ve not long got home but want to book again, do you offer additional discounts?

Yes, we do! We hope you enjoyed your recent stay with us and would love to welcome you back! Why not plan your next break now?​ Booking another break not only adds excitement for you and your family, but it also comes with great benefits. The earlier you book, the better the price! 

How to apply online

• Add your desired break to your basket
• In your basket, you'll see an option to add your On Resort discount - enter your surname and booking reference of your most recent booking (you can find this in My Account)
• The discount will be applied to your booking and you can continue in the booking process

How to apply over the phone

• Give our team a call on 0330 102 5295 between 9m and 7pm 
• Let the team know you've recently returned from a break and give them the booking reference of your most recent booking

Please note: Your discount is valid for 30 days after the last day of your break.

Do you have a drugs and alcohol policy?

For the safety, well-being and enjoyment of all of our guests, we do not allow guests to bring excessive quantities of alcohol onto our resort. We are committed to responsible drinking and will confiscate any excessive alcohol at the resort entrance or from your accommodation during your break and give it back to you at the end of the weekend. You may bring up to 12 x 440ml cans of lager, beer or cider or 6L of lager or cider in plastic bottles or a 3L box of wine per person or one (maximum 700ml) bottle of spirit per person.

You may bring this with you on arrival to the weekend only; there is no re-entry with alcohol. Where repeated attempts to breach this condition are made, Butlin’s reserves the right to terminate the contract without notice and without refund of monies paid. Please be aware that for licensing reasons only drinks bought in our venue bars may be consumed in our venues. Also, you cannot take drinks from one venue to another.

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.

Can I smoke at Butlin’s?

We have a strict ‘No Smoking’ policy (which includes vaporisers, e-cigarettes, and tobacco) in our accommodation and public buildings. Our outdoor smoking areas are clearly signposted. If your room smells of smoke, a minimum charge of £75 will apply for the additional cleaning required.

It remains the responsibility of the Lead Guest to ensure that all members of the party adhere to our terms and will remain liable for any post-break invoice covering any additional cleaning charge.

Do you allow pets at Butlin’s?

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 Butlin’s resort. Ask your resort which dog breeds are not permitted. Butlin’s reserves the right to refuse any animal considered dangerous.

We do, of course, accept accredited guide dogs and emotional support animals but we do ask that you let us know before your break commences. Our specialist team can support you with any questions or queries you may have about the facilities and appropriate accommodation that will suit you and your animal's needs. This does mean we can’t guarantee that we’ve never had any dogs in our accommodation.

Do I need to bring any ID with me on my break?

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.

Can I book a break if I have a criminal record?

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 anti-social 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 Butlin’s facilities by other site users. 

If it comes to the attention of Butlin’s that this term has been breached, Butlin’s reserve the right, in its absolute discretion to cancel your booking.

I can no longer go on my break, can I sell my holiday to someone else?

You are not allowed to resell our breaks or resell our wristbands. Anyone found to be offering the resale 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. Wristbands can only be used by those that have purchased them and cannot be shared or gifted to others.

If you are no longer able to attend your break, please get in touch with our team on 0330 102 5296 to discuss any options that are available.

What do you mean by behavioural expectations?

To ensure that a safe and secure environment is provided for all of our guests and team, we ask that you please show consideration to others and treat people and our facilities with respect at all times.

Offensive, illegal, or any form of anti-social behaviour including excessive noise will not be tolerated. If guests fail to comply with these rules at any point throughout their contract it will be terminated. They and their party will have their booking cancelled prior to arrival and or during their stay whilst on resort, without refund.

These are standards that we expect from our guests from the moment they contact us, throughout their break and during any post-break communications. 

Contracts will also be terminated if Butlin’s has a reasonable suspicion that any guest has committed or intends to commit any of the above.

Is there fancy dress allowed on a Butlin's Big Weekender?

From Smurfs to celebrities, traffic cones to Barbie and Ken, we’ve seen it all… or have we? While we whole-heartedly encourage fancy dress on most of our Decade Weekenders, there are certain breaks where you may stand out from the crowd (and not in a good way). We’ve listed below where fancy dress is welcome. Keep an eye out for our fancy dress-friendly stamp:

• Festival Of The 60s
• We Love the 70s
• Ultimate 80s Weekenders
• 90s Reloaded
• Back to the 2000s
• Soul 
• Bootleg Ball
• Bootleg Ball Giants of Rock
• Darts - Professional Darts Cooperation 
• Replay
• We Love Ibiza
• Fatboy Slim Presents All Back to Minehead

Weekenders where you may look a little silly in fancy dress:

• Shiiine On Weekender
• Cream Weekender
• Rockaway Beach
• We Call It Dance
• DJ Spoony Presents A House Full of Garage
•  

The Dress Code:

Any party you go to will most likely have a dress code, and it’s the same for our Big Weekenders. We want all our guests to have a brilliant time in a safe and secure environment so, to ensure fancy dress costumes enhance the Weekender experience and don’t cause offence, the following guide has been designed to help you avoid any awkward wardrobe malfunctions. 

Anyone arriving to any venue or walking around our resort wearing anything deemed inappropriate will be asked to return to their accommodation. Refusal to do so will result in you and your party being asked to leave resort, with no refunds given.

Any complaints received about behaviour or offensive dress enroute to, or departure from, one of our resorts may also result in you and your party being refused entry with no refunds given. In addition, we reserve the right to refuse you or your party from booking a Butlin’s break again in the future.

Inappropriate dress:

Avoid anything that can be seen as racially or sexually offensive.

Avoid anything that features bad language or genitalia. This includes clothing and inflatables.

Don’t dress up as/celebrate someone who has committed a criminal act.

Don't use the Butlin's logo/brand or uniform (including reference to security/safety team) on your outfits or T-shirts.

Cowboys, leave your pistols at home! Don’t ‘accessorise’ with any weapon props, including, but not limited to: axes, knives, claws, scissors, whips, or guns. This includes inflatables.

What's a pre-authorised deposit on my Big Weekender?

We reserve the right to charge you during or after your stay for any loss or damage to our property. A pre-authorisation for payment may be requested upon your arrival at resort prior to check in for £100 per booking. For multi-unit bookings we will ask for a pre authorisation payment per unit of accommodation, this may be taken from additional guest cards if nominated as the lead guest in that accommodation. For group bookings of 19+, you will be asked to give us the lead accommodation guests names before your arrival on resort. 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.

Do you have to be 18 to attend a Butlin's Big Weekender?

Butlin’s Big Weekenders breaks are for adults only over the age of 18 years. Children will not be accepted on to the booking or allowed onto resort at any time during this break type. proof of age will be required upon arrival at resort.

How can I make a payment?

The easiest way to make a payment at any time, that's safe and secure is online via My Account. All you'll need is the booking reference, the postcode and surname of the person who made the booking. The debit and credit cards that we accept are Switch, Delta, Visa and MasterCard; to make a payment online please click here. https://www.butlins.com/account/payment-login 

If you are booking your holiday within 70 days of arrival, the full payment will be required at the time of booking. If your booking is further in advance, we also offer a new more convenient way to pay for your Butlin's break called Autopay.

To find out more about Autopay please click here. https://www.butlins.com/bigweekenders/experience/value-for-money/spread-the-cost

Please note: Any payments that are made over the phone with a member of our team will be subject to a £3 administration charge. 

How do I book and pay for a last minute holiday?

We need to ensure that any last-minute bookings are safe and secure, and therefore only accept payment for these via our website if the break begins within 28 days of you booking your holiday. This payment will be made through Verified by Visa.

We completely understand if you prefer to book your break over the phone, and our team will be happy to put everything together for you, but they will ask you to finalise the booking by making payment on our website with the reference number they provide.

What’s AutoPay?

AutoPay is the new and easy way for you to pay for your Big Weekender. 

By choosing AutoPay there will be no more worrying about remembering the deadline for your payments, all you need to do is place your deposit and the remaining balance is automatically split into manageable monthly payments. 

AutoPay is great for planning your break in advance, just choose the date the payments will be taken each month, your final payment will be debited 10 weeks (70 days) before you arrive. 

So, all you need to do is sit back, relax and start looking forward to your break away with your friends.

To find out more about Autopay, click here. https://www.butlins.com/bigweekenders/experience/value-for-money/spread-the-cost

How do I update my card details?

If the card that you have registered to make your automated payments is due to expire before the full payment term, it remains your responsibility to update your details before the expiry date. Failure to do this will result in missed payments from your agreement, if 2 payments are missed after the minimum deposit has been reached, we will remove the autopay service from your booking and your final balance will be required in full 70 days before the start of your holiday.

You can update these details by making a payment (the minimum is £5) here. https://www.butlins.com/account/payment-login

Do you charge Admin Fees?

We know that people’s needs change – and we want to give you the best break we can. So, if you decide to change your booking, we’ll try our best to meet your needs. Unfortunately, what you want may cost more or may not be available. 

There’s also a minimum £20 admin fee for any changes, unless: (i) the changes are made via your ‘My Account’ profile on our website; or (ii) you made a group booking (19+) and requested the change within 24 hours of making your booking. It may be possible for you to add more guests to a booking or change a name on the booking, but this will be subject to certain identification checks and name changes will also incur a £20 admin fee.

How do I know my online payment is secure?

When making a payment online, you will be prompted to go through Verified By Visa which helps confirm the identity of the card holder when making an online purchase. By using this it makes the payment you make with us more secure.

If I cancel, will I receive a refund?

We always hope that you don’t need to cancel your break booking but, if you do, please follow the below steps if you took our Butlin's Holiday Protection at the time of booking.

To make a claim you'll need to email our Customer Care team at holidayprotection@butlins.com at least 48 hours before the start date of your break, then send in written proof, for example a court notification for jury service or a doctor's certificate, via recorded delivery of your reason for cancelling. We'll then write to you within 48 hours of receiving the documentation to let you know whether or not we can provide a refund. There will be a £50 for 2023 or £65 for 2024 per accommodation unit cancellation charge.

To find out more about Butlin's Holiday Protection and what it covers, click here. https://www.butlins.com/bigweekenders/help-contact/holiday-protection

If you need to cancel your booking but you did not take out our Butlin's Holiday Protection, please call us as soon as you can on 0330 102 5296 between 9am and 7pm. Unfortunately, we will not issue a refund and you will need to claim back through your holiday insurance provider.

What happens if my payment fails or doesn’t go through?

When making a payment online or over the phone, you will be made aware if your payment has failed, and you can try again. If the issue continues we would recommend contacting your bank to ensure that everything is in order on your account.

Once you've spoken to your bank, if they have confirmed that everything is okay, it may be that we are having technical issues with our payment system, in which case we'd recommend giving it a couple of hours and then trying again.

If you've opted for Autopay and your monthly payment doesn't go through, we will attempt again 7 days later. If the payment fails again, we will notify you by email that there is a problem with your payments, If you have made enough payments to take you above the standard 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 70 days before your break date starts. 

Please note: It is our guests responsibility to ensure that payments are made, and check that if they have taken Autopay that each month the money leaves their account.

When is my balance due?

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, online or telephone must be received no later than 70 days before travel for all Butlin’s Big Weekenders 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.

I have a Lowest Price Guarantee, how can I match today's lower cost?

Breaks booked whilst on resort (at the Holiday Booking Shop, Discover Butlin's, Guest Services or Hotels) are covered by our Lowest Price Guarantee. This is also available if you have booked your break online or over the phone when we have a Lowest Price Guarantee offer running. 

If the same break is offered for sale at a lower price, subject to the terms and conditions below, guests 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. Lowest Price Guarantee only covers the original break booked. Third-party promotions, for example newspaper offers where you collect tokens are excluded.

If you have booked a break on resort, or have a Lowest Price Guarantee on your booking, and have seen your break at a lower price, please e-mail priceguarantee@butlins.com. When e-mailing our team, please save a quote or send us a screen shot of the final booking page which shows a summary of the quote including accommodation and any dining plans or add ons. Please be aware that it can take up to 72 hours to receive a response from the team.