Butlin's App | Contact Us

The Butlin's App

We've updated our app to make your break easier and safer to enjoy; now with the ability to book activities. Log in up to two weeks before your break to see your booking details and what’s on.

Before you arrive:

Look at what's on your break before you arrive and save to your itinerary (please note that items added to your itinerary will not be automatically booked; you will need to do this via Plan My Day)
Make payments towards your break
Find out your arrival gate and check in location before you arrive
You'll have immediate access your booking details (so there'll be no more frantic searching for your booking confirmation!)
Remind yourself of the accommodation you've booked and see what’s included
Familiarise yourself with the resort using the interactive maps
In the 'My Account' section of the app, you can access the Plan My Day tool to book ahead for some shows, screenings, swimming sessions and Arts & Crafts - activities can be booked the day before your break start date

Top tip: Make sure you update the Butlin’s app and switch on push notifications to get the latest updates

While you're on resort:

Book free-flow activities, and book and pay for paid-for activities, by using the 'book now' button underneath each activity on the app
Use our handy interactive resort maps
Activate push notifications to receive on resort information such as cancelled outdoor performances in the event of bad weather
See where your accommodation village is located on resort
View menus and opening times of restaurants to help you plan mealtimes
Use the chat function to talk directly to Guest Services if you need help with planning or to report a problem

Swimming / Shows / Arts & Crafts bookings: You'll need to use our new Plan My Day website to book ahead on essential parts of your break such as swimming slots, shows and Arts & Crafts - this can be found via the 'My Account' section of the app, or directly via this link

Take a look at our short video to understand how you can get the most out of your break by using the Butlin's app.

Download on Apple

If you're having trouble with the Apple app, please email iphoneapps@butlins.com

Download on Android

If you're having trouble with the Android app, please email apps@butlins.com

B-serve App

Ordering refreshments has never been so simple and safe with our new Butlin’s B-Serve app.

You can now order and pay for drinks and bar snacks without leaving your table and our friendly team will do the rest for you, delivering to where you're sitting. You can also order food direct to your table in The Beachcomber Inn.

Use the app in:

Centre Stage - drinks and bar snacks
Reds - drinks and bar snacks
The Beachcomber Inn - drinks, food and bar snacks
Pub & Kitchen - drinks and bar snacks
Hotshots - drinks and bar snacks
Bar Rosso in Bognor Regis & Minehead, and Jellyfish Lounge in Skegness - drinks and bar snacks
Inn on the Green in Minehead - drinks and bar snacks

Take a look at our short video on how to use the new B-Serve app.

Download the B-Serve app on Apple

If you're having trouble with the Apple app, please email iphoneapps@butlins.com

Download the B-Serve app on Android

If you're having trouble with the Android app, please email apps@butlins.com

We're ready for you!

Take a look at how we're planning a summer like no other, and what to expect from a Butlin's break.

Help & Contact

Give us a call, view our commonly asked questions or chat to our Butlin's bot for more help and information.

FAQs

Haven't quite found what you're looking for? Our frequently asked questions section offers more help and advice.

B-Serve App Terms & Conditions:

Mobile application terms and conditions of use: Butlin’s B-Serve app (‘the app’)

1. These terms and conditions (together with the Butlin’s B-Serve Mobile Application Privacy Policy (‘the Privacy Policy’), our end-user licence agreements (the EULAs)) as set out at http://www.apple.com/legal/internet-services/itunes/appstore/dev/stdeula/ (Apple devices) or https://play.google.com/intl/en_uk/about/play-terms.html (Android devices) and any additional terms of use incorporated by reference into the EULAs (collectively ‘Our Terms of Use’) apply to your use of:

The Butlin’s B-Serve mobile application software (app) hosted on the Apple iTunes App Store (Apple devices) or the Google Play store (Android devices) (the ‘App Site’), once you have downloaded a copy of the app onto your mobile telephone or handheld device (the ‘Device’).
Any of the services accessible through the app (the ‘Services’).

2. In order to utilise the app and/or its Services, the following user requirements must be met:
i. The user must be over 17 in order to download and use the App.
ii. If alcoholic or age-restricted products are purchased, the purchaser and any intended consumer must be over 18 and able to provide valid ID, on request. If no valid ID can be shown then no refund will be applicable.
iii. The app requires a PayPal account or suitable payment card to process.
iv. Admission and service at licensed premises are subject to licensing laws.

3. We accept no responsibility for any damage or data loss caused to your device as a result of downloading the app. In the case of ‘jail-broken’ phones – owing to the compromised security as a result of the ‘jail-breaking’, there is a real risk of data breach.

4. It is at the manager’s sole discretion to refuse service to any individual or to make any other decision which is aimed at promoting or adhering to the licensing objectives, including promoting any internal or venue specific policies/procedures.

5. All products and offers are subject to availability. Alternative products or refunds may be offered, where appropriate, at the manager’s discretion.

6. If you are concerned about the presence of allergens in our food or drinks, please ask a member of our team for assistance.

7. If you experience technical issues when using the app (for example, if the app screen freezes, payment is interrupted or you are charged twice for the same order), these may be resolved by speaking to a team member.

8. If your order is refunded, owing to product/offer availability or as a customer service goodwill gesture, it will usually be processed in the following way – through the venue's till, with the funds being returned to the card within 48 hours.

9. We apologise but it is not possible to amend or cancel orders, once placed.

B-Serve App Privacy Policy:

1. Introduction

1.1 At Butlin’s we are committed to protecting and respecting your privacy, whilst striving to provide the very best guest experience. We work very hard to keep your information safe and we want our services to be safe and enjoyable for everyone. We follow strict security procedures on how personal information is stored and used and who sees it to help stop any unauthorised person getting hold of it.

1.2 This privacy policy (and any other documents referred to in it) sets out the basis on which we will process and use any personal information that we collect from you when using our Butlin’s Serve app. Please read this privacy policy carefully to understand our practices regarding your personal information and how we will treat it.

1.3 This privacy policy was last updated on 12 Feb 2019

2. Identity and Contact Details

2.1 We have a legal duty to protect personal information that we collect under Privacy Legislation such as, the Data Protection Act 2018 (the “DPA”) and the Privacy and Electronic Communications Regulations 2003 (PECR).

2.2 For the purpose of the DPA and PECR, we are the data controller and are located at One Park Lane, Hemel Hempstead, HP2 4YL. If you have any queries relating to this policy, you may also contact us at privacy@Butlins.com.

3. Personal information we collect from you and how we use it

When you create an account to use our Butlin’s B-Serve app, we will ask you to provide information about yourself to create the account. We will also capture further information as you use the app. Details of this information are set out below:

Name & title
Email address
Password (this is stored in an encrypted form)
Your location using GPS data from your device
Favourite locations
Transactional information (items you order, value of order)
Payment information (this is processed by our online payments processor. We only process encrypted payment information).

Why is the data for items 3.1 collected?

The information collected from you and other applicable sources is needed for us to:

Validate your identity to enable us to accept & process your booking
Protect you and Butlin’s from fraud and other illegal activities
Allow us to fulfil your order
Administer your Butlin’s Serve account
Improve and maintain our services and system

Legal Grounds for processing the above data

a) For the performance of a contract to provide you with your order

b) In our Legitimate Interests to:

Manage our business & improve our customer offerings
Develop and improve our services
Protect Butlin’s and customers from fraudulent or illegal activities

3.1 How we use Sensitive Personal Information

We do not normally collect sensitive personal information from you. However, if you make us aware of any special requests, for your order including anything due to specific medical, dietary or religious requirements, we will note these so that we can do our best to meet your request.

Legal Grounds for processing the above data

c) Consent - we will process this data only for the purpose(s) you have consented to and not for any other purpose

4. How we share Personal Information

4.1 We do not share customer personal information with third parties for the purposes of the third-party sending marketing information

4.2 We share our customer personal information collected through Butlin’s B-Serve, as necessary, with the following third parties:

a) Any member of our group, which includes our subsidiaries

b) Selected third parties, such as business partners and service providers where we ask them to provide services which help us to fulfil your orders through the Butlin’s B-Serve app. In these cases, the third parties act as Data Processors for us and your information remains in our care and under our control.

c) Prospective buyers of our business or assets

d) Third parties, such as the police and regulatory authorities, to protect our rights, property, or the safety of our guests, staff and assets or when obliged to by court order or similar legal obligation

e) Third parties, such as law firms and law courts, to enforce or apply any contract with you

5. Where we transfer and store Personal Information

5.1 The personal information that we collect through the Butlin’s B-Serve App will be transferred to, and stored at, destinations within the European Economic Area, (the "EEA”) by Zonal Retail Data Systems Ltd. Bourne Leisure and Zonal Retail Data systems Ltd will take all steps reasonably necessary to keep your data secure in line with this privacy policy.

6. Retention of Personal Information

6.1 We will keep your personal information for limited and appropriate periods of time only.

6.2 We will retain your personal information for the period necessary to fulfil the purposes outlined in this privacy policy unless a longer retention period is required or allowed by law. If you need further information, please contact us at privacy@butlins.com

7. Your rights in your Personal Information

7.1 You have certain rights in respect of the personal information that we hold about you. Details of these rights are set out below. To exercise any of these rights, please contact us at privacy@butlins.com

7.2 We will process all personal data in line with your rights, in each case to the extent required by and in accordance with applicable law only (including in accordance with any applicable time limits and any requirements regarding fees and charges). We will respect your personal information rights in respect of:

a) Access - At your request we will confirm to you whether or not we are processing your personal information and if so, provide you with access to and a copy of such personal information and the other details to which you are entitled

b) Rectification - We will correct any inaccurate personal data and complete any incomplete personal data (including by providing a supplementary statement) that we hold about you

c) Erasure - We will erase your personal information at your request without undue delay, dependent on circumstances and specific exemptions

d) Restriction - We will restrict the processing of your personal information in certain circumstances, if you ask us to do so

e) Data portability - We will provide you or third parties on your behalf with a copy of any personal information that we hold about you which you have provided to us in a structured, commonly used and machine-readable format

f) Objection (including objection to direct marketing) - You have the right to object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing

g) Automated decisions and profiling - We will not make legally binding decisions based on automated processing, including profiling, dependent on circumstances and specific exemptions

8. How we look after your information

8.1 We treat your information with the utmost care and take all appropriate steps to protect it

8.2 We secure access to all transactional areas of our websites and apps using ‘https’ technology

8.3 Access to your personal information is password-protected, and sensitive data is secured and tokenised to ensure it is protected

8.4 We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security

9. Changes to our Privacy Policy

9.1 We reserve the right to modify this privacy policy from time to time. Any changes we make in the future will be posted within the app. You should check back frequently to see any updates or changes to our privacy policy.

10. Contact and Complaints

10.1 Questions, concerns, comments, requests or complaints regarding this privacy policy, our website and/or our use of your personal information should be addressed to privacy@butlins.com

10.2 If you have any complaints regarding this privacy policy, you may also contact the UK Information Commissioner at telephone number 0303 123 1113 or https://ico.org.uk/

10.3 The main Butlin's privacy policy can be found here