Terms and Conditions
Last updated on 10 October 2019.
1. Before we start
(about our terms and conditions; who’s who and what’s what in our terms and conditions; contact us and questions)
2. Your Butlin's break
(your booking; family breaks and tots’ breaks; group bookings; other guest restrictions; Butlin’s Holiday Protection)
3. Planning for your break
(who’s coming; important information and updates; bringing a baby; bringing your children; guests with disabilities; food allergies; dogs and other pets in our resorts; special requests)
4. Paying for your break
(what you’ll pay; current prices; Lowest Price Guarantee; prices for dining; how to pay; deposits and when to pay; what if we accidentally undercharge you or overcharge you; Privilege Holiday Club)
5. Changing or cancelling your plans
(how you can change your booking; cancelling your booking if you have Butlin’s Holiday Protection; cancelling your booking if you don’t have Butlin’s Holiday Protection; if we have to change or cancel your booking; refunds)
6. When you're on holiday
(checking in and checking out; the fun stuff; wristbands; Butlin’s Wi-Fi; keeping you safe and healthy; behaviour and dress code; personal belongings; filming and photography; smoking and drugs; alcohol; illness and contagious diseases; cutting your break short; damage to accommodation; if you leave something behind)
7. Our promises to each other
(our promises to you; your promises to us)
8. Day visits
9. If you need to complain
10. The small print
(the holiday agreement; validity of terms; identification requirements and electoral register; when things are our fault; things beyond our control; English law; using your personal information; the accuracy of our website; access to our resorts; copyright)
Before we start
About our terms and conditions
Please read these terms and conditions carefully as, together with your booking confirmation, any conditions we refer to on our website, any additional special offer terms and conditions, and anything else we agree in writing, they make up your agreement with us. These terms and conditions apply to Butlin’s’ own breaks made online, by phone, in person or through a booking agent, as well as private breaks that are sold on behalf of Butlin’s through approved third parties, including Spring Harvest events. Breaks booked through ‘The Sun’ newspaper may have separate terms and conditions for you to read in full prior to your booking. Different terms and conditions will apply to Live Music Weekend Breaks which you can download here. We may also need to update our terms and conditions but you can always find the latest version online at https://www.butlins.com/terms-and-conditions. The terms and conditions in force at the time when you make your booking are those that apply to your booking, unless we provide you with a copy of our new terms and conditions. Please remember to read and check the terms and conditions each time you make a booking with us as they may have changed since your last booking. If we make a significant change to our terms and conditions after you’ve booked but before your break start date, you have the option of cancelling for a full refund. If you’re not happy with our terms or have any questions about them, please contact us, otherwise we’ll assume you’ve accepted these terms.
Who’s who and what’s what in our terms and conditions
Just so everything’s clear, here are the definitions of some of the things we say in our terms and conditions:
- ‘you’ and ‘your’ – the lead guest who makes the booking;
- ‘we’, ‘us’, ‘our’ or ‘Butlin’s’ – Butlins Skyline Limited, which is a company registered in England and Wales at 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL, with company number 04011665;
- ‘we both’ – both Butlin’s and you;
- ‘agreement’ – the contract between us based on: (i) these terms and conditions; (ii) your booking confirmation; (iii) any conditions we refer to on our website; (iv) any additional special offer terms and conditions; and (v) anything else we agree in writing;
- ‘party’ – those persons named on the booking confirmation and any person added later;
- the ‘resort’ – the Butlin’s resort you’ve chosen for your break; and
- ‘lead guest’ – the lead booker and contact point for the booking who must attend the break booked.
Contact us and questions
To maintain our high standards of communication, selected calls are monitored and recorded as specified by Ofcom. Calls to 03 numbers are charged at standard UK rates and count towards any inclusive packages.
For guests who have speech and hearing impairments, we welcome calls through BT’s Next Generation Text (NGT) service. To access this service, download the NGT Lite app and follow the instructions. For further information on this service, please visit the NGT website here.
To discuss your booking (general customer care number):
By telephone: 0330 100 6649
Lines are open Monday to Sunday, 9am - 7pm
To make a Butlin’s Holiday Protection claim:
By telephone: 0330 100 9328
Lines are open Monday to Sunday, 9am - 7pm
Questions:
We’ve put together answers to hundreds of frequently asked questions. If you still can’t find what you’re looking for you can talk to one of our advisers live via web chat here.
Your Butlin's break
Your booking
When you receive your booking confirmation, please contact us or your booking agent as soon as possible if any of the details contained in it are incorrect. It will detail any extras you have purchased such as Butlin’s Holiday Protection and any other relevant information alongside your booking confirmation.
Please note that you are not allowed to re-sell our breaks or act as an authorised agent.
Family breaks and tots’ breaks
To achieve a friendly, family atmosphere, we reserve the right to refuse or cancel bookings on our family breaks and tots’ breaks from: (i) all-adult parties; (ii) large bookings, including bookings where four or more persons are aged predominantly 16-21; (iii) solo travellers (if we feel the reason for your stay isn’t in line with our family focused values); (iv) all same sex parties; or (v) anyone else who we think might spoil things for other guests.
On family breaks, if there is anyone under the age of 21 in your booking group, the lead guest must be a minimum age of 21.
Our tots’ breaks have been exclusively designed for our younger guests under the age of 5. To ensure the best possible experience can be had, we will not accept any booking for any party that does not have a child aged 5 or under on the booking, unless the party is linked to a booking that does.
Group bookings
Members of the same family and/or friends who book multiple accommodations at the same resort on the same date and are: (i) previously known to each other; (ii) travelling together; (iii) reside at the same address; or (iv) travelling for the same purpose such as a local event, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made. Please contact us if you want to travel as part of a group of 9 or more persons. If you haven’t made a group booking and arrive in a group, or are pre-known to each other, we may tell you to leave the resort, without a refund. If you do visit one of our resorts as a group and are unruly or antisocial, we’ll tell you (and your entire party) to leave the resort immediately, without a refund.
Group bookings during major public holiday periods: all bookings taken for breaks commencing between 9 December and 31 December, major public and bank holiday periods, and any other high-risk periods are subject to a maximum group size of 8 persons. We reserve the right to determine that certain times of year are high-risk periods. Groups of 8 or more persons should speak to our advisers and provide the full names and addresses of all group members, who will then contact the relevant director for approval.
Group bookings outside of major public holiday periods: Butlin’s is committed to ensuring a safe and secure environment for all its guests. The lead guest for any group booking will be required to agree to and sign a code of conduct on behalf of the group and to provide credit card details, as security, in the event of any damage caused as a condition of entry.
Other guest restrictions
We will not accept bookings for parties with more than six children (aged 15 or under) per adult. At least one adult must occupy each unit of accommodation.
We don’t knowingly allow any guest to use or visit our resorts who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders’ register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If you don’t disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the resort, without refund.
Butlin’s Holiday Protection
When you’re looking forward to a break, it can be disappointing to have to cancel because something has happened. That’s why we offer Butlin’s Holiday Protection. Knowing that your break is financially protected should you fall ill or lose your job is reassuring, and Butlin’s Holiday Protection allows cancellation due to: (i) redundancy; (ii) sickness; (iii) jury service; or (iv) death. Butlin’s Holiday Protection is only available at the time of booking and can be booked directly with us.
Planning for your break
Who's coming?
Please ensure that, within 48 hours of making your booking, the following details have been submitted for every adult member of your booking:
- full name and address;
- date of birth;
- email address (for lead booker only); and
- contact telephone number.
You can let us know this information either by emailing guestdetails@butlins.com, or logging onto ‘My Account’ on the Butlin’s website and updating your information. Failure to update us with the information required prior to your break may lead to your booking with us being cancelled, without refund.
Please check your booking confirmation as soon as you receive it because it’s only the people on that confirmation who can occupy the accommodation. Please make sure you tell us as soon as possible if any of the details of your booking change after you’ve booked. If anyone not on your booking confirmation is found in occupation, we will cancel your booking and all guests on your booking, as well as the unauthorised persons, will be asked to leave the resort immediately and without refund.
You and members of your party who are 18 or over may be required to provide photographic identification (valid driving licence or passport) at any time during your stay.
Important information and updates
Wherever possible, important information updates about your break, and our entertainment guides, will be published and available for you to view online and in your ‘Butlins!’ mobile application (which can be downloaded from the app store or Google Play) prior to your break. Please check your emails and our website in the lead up to your break. To avoid disappointment, we would recommend pre-booking your activities where possible.
Bringing your baby
If you need a cot (please note that cot linen isn’t provided), you need to ask for it when you book, and we’ll do our best to get you one. A hire charge (which can be found in local resort information) will be payable. Unfortunately, we can’t offer everything that families with babies need in all accommodation and resort facilities.
Bringing your children
There’s plenty of exciting indoor and outdoor stuff for children to do at Butlin’s. Some of our popular inclusive activities are bookable on resort and can fill up quickly, so we recommend that you book these on arrival day to avoid any disappointment. You can see our daytime activities here. You’ll be able to find out what’s on and when, two weeks before your break, on our app or our What’s On guide here. We also have some more adventurous extras which include specialist equipment and professionally trained tuition, so this means they do cost a little extra – see here for more information. Availability is limited for our extras, so add these to your booking as soon as possible before you arrive at https://www.butlins.com/myaccount. We’ll do everything we can to keep you and your little ones safe at Butlin’s, but your children remain your responsibility at all times and you must make sure they do what our team say. Please note that services and facilities for children over the age of 5 are not childcare facilities, and children aged 8 and under may not be left alone without full adult supervision.
Guests with disabilities
We’ve built some fully adapted accommodation units, which may be suitable for guests with disabilities. If you have a disability or are travelling with someone who does, please let us know at the time of booking. We will do our best to meet your 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 disability advisers. They can give you advice and information about our resorts, accommodation and facilities – and they’ll do their best to design you a great break.
We do, of course, accept accredited guide dogs in all areas of our resorts. This does mean we can’t guarantee that we’ve never had any dogs in our accommodation.
Food allergies
All our team members in food and beverage are trained in food allergen awareness. If you have a food allergy or special dietary requirement, please talk to one of our team members before ordering your food. Our food is all handled and prepared very carefully. We will give you as much information as we can about the ingredients and how the food is prepared so you can make an informed decision about whether or what to order in our venues.
Dogs and other pets in our resorts
Pets are not permitted on the main Butlin’s resorts. Caravan owners who wish to bring their (well-trained) pet dog or cat should contact their chosen resort of Skegness or Minehead to make arrangements and check local resort information for pricing. Dogs and cats are restricted to the Caravan Owners’ section and are not allowed onto the main Butlin’s resort. We don’t accept dogs listed under the Dangerous Dogs Act which are: Pit Bull Terrier, Dogo Argentino, Fila Brasileiro and Japanese Tosa. We can sometimes take other types of pet – but you’ll need to ask the General Manager at the resort before you book. If you have a dog that’s noisy or behaving badly, we may ask you to take them away, so please keep your dog on a lead and make sure a responsible adult is looking after it. Butlin’s reserves the right to refuse any animal considered dangerous.
Special requests
Please let us know when you book if you’ll be celebrating something special whilst you’re with us, and especially if you’re planning to have a party. We want to make sure your plans will fit in with the environment of the resort, so we need to approve this before taking your booking. If there’s anything else you’d like or need for your break, we’ll always do our best to get it for you. Please tell us when you book and put your request in writing, remembering to give us your phone number.
Paying for your break
What you'll pay
Like most things to do with travel, the prices of our breaks change depending on availability. If guests book their break very close to arrival then fluctuations in price will occur on a much more frequent basis, so it is advisable to book early. You’ll find up-to-date prices on our website, although we can only confirm the exact price of your break when you book. Any quotation obtained prior to booking is subject to change. All pricing is subject to promotional availability at the time of booking your break. We guarantee that the price shown on your booking confirmation for the accommodation and party size, plus any supplements, is the amount payable by you but we reserve the right to raise or lower our break prices and other charges at any time before booking. Once you’ve booked and paid your deposit, we won’t change your break price unless the VAT rate changes, or unless we both agree. VAT will be payable at the prevailing rate on the date on which payment is made. Although we will confirm to you at the time of booking the price for the break including VAT at then current rates, if the VAT rate increases after we have confirmed your booking but before the start date of your break, we may ask you to pay an additional amount to cover this increase.
Current prices
Our latest published prices can be found at https://www.butlins.com. Guests are reminded that the prices on the website are subject to change and may go up and down in response to changing market pressures.
Lowest Price Guarantee
Breaks booked whilst on resort (at the Holiday Booking Shop, Discover Butlin’s, Guest Services or Hotels) are covered by our Lowest Price Guarantee. If the same break is offered for sale at a lower price, you will be eligible for a refund of the price difference or a reduction in cost to meet the new price. The refund/reduction is subject to the break being for the same resort, dates, duration, accommodation, number of guests and any dining or add-ons you have included along with 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 make amendments to your booking (excluding name changes, address and contact detail changes) this will void Lowest Price Guarantee.
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 email priceguarantee@butlins.com. When emailing our team, please save a quote and include the quote reference or send us a screenshot 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.
Prices for dining
Dining prices are per adult and per child per day. Dining is free for under 2s and dining is half price for children aged 2-5.
Subject to availability and accommodation type, one of our dining packages can be added to your booking. Please ask at the time of booking if you are eligible for a dining package. Dining packages must be added to all guests on your booking and for the full duration of your break.
‘Children eat free’ and ‘first child eats free’ offers are subject to availability at the time of booking. ‘Children eat free’ is applicable to one child per every full paying adult purchasing a dining package. ‘First child eats free’ applies to one child per unit of accommodation when purchasing a dining package. Both dining offers are applicable to new bookings only and the discount will apply to the youngest child on the booking.
How to pay
Debit or credit card: the easiest way to pay for your break is by debit (preferred) or credit card on the Butlin's website or over the phone. We accept:
We do not accept American Express or Diners Club. At the time of booking we will require: (i) the long card number; (ii) the last 3 digits of your security code; (iii) the expiry date; (iv) the cardholder’s name and address; and (v) for web payments, additional verification. Our current charge for card transactions is 0%, however this is subject to change.
Automated Payments: if you opt to pay for your break (deposit and balance) using our easy automated payment method, you will be agreeing to the following terms and conditions. A lower deposit applies at the time of booking because you have agreed to make the set monthly payments on a date each month selected by you over the remaining time before your arrival date. Failure to make the monthly payments to cover the standard deposit amount that will be collected using the card details that you provided at the time of booking will result in your break being cancelled. Please note that the minimum deposit will be collected/required if the booking is cancelled before the standard minimum payment is reached through your agreed payment plan (these will vary dependent on the break type you have chosen; please contact us for further information about this). We will notify you by 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 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 56 days before your break date starts or 84 days if attending a Live Music Weekend break or arena break.
Cheques: if you are paying for your booking by cheque, please write your holiday booking reference on the back of the cheque and make it payable to Butlins Skyline Limited and send to: Butlins Skyline Limited, 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL. Cheques cannot be accepted for breaks starting within 30 days of the booking. We cannot accept cash payments, so please do not send cash. There is a £20 administration charge for dealing with cheques refused by your bank. Post-dated cheques are not accepted. Any bank charges incurred for these cheques are solely the guest’s responsibility. If you book through a booking agent, cheques should be made payable to them.
Electronic bank transfer: please call us if you want to make payment via electronic bank transfer and we will give you our bank sort code and account number along with the account name. We will also give you a payment reference to use. Please note that an electronic bank transfer can take between three to five working days to clear and, if making a deposit payment, your booking will not be confirmed until we are in receipt of the payment.
Tesco Clubcard vouchers: Tesco Clubcard 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 contact centre. You must have ordered and received your tokens before booking. You must specify the number and value 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 you won’t receive a refund for the vouchers. For full terms and conditions, please visit the Tesco Clubcard page.
Deposits and when to pay
If you book a family break more than 56 days before the start of your break, you can either pay the full amount or a deposit. If you book 56 days or less before the start of your break, you’ll have to pay in full at the time of booking. If you book a Live Music Weekend or an arena break more than 84 days before the start of your break, you can either pay the full amount or a deposit. If you book 84 days or less before the start of your break, you’ll have to pay in full at the time of booking. If you book any break less than 21 days before the start of your break, you (the lead guest) will need to make payment via electronic bank transfer or with a debit or credit card (in your name only) either over the phone or at https://www.butlins.com. This card must be presented, along with a form of photo identification, before accommodation keys can be issued at check-in.
Your booking will only be confirmed once your deposit has been paid, and deposit payments are non-refundable and non-transferable to anybody else. Your booking confirmation and your ‘My Account’ profile on the website will show your balance due date(s). It is your responsibility to pay the balance when it’s due and, if you don’t, we’ll cancel your break and you won’t get your money back.
| Standard Deposits | Auto Pay Deposits | Full Balance Due by date | |
| Family Breaks (excluding WWE) | £30 per person | £10 per person | 56 days before break start date |
| Arena Breaks (including Darts breaks, WWE & Madness) | £45 per person | £25 per person | 84 days before break start date |
What if we accidentally undercharge you or overcharge you
If we find out we’ve undercharged you because of a mistake on our part, we’ll get in touch to put things right. We’ll give you the choice of cancelling your break for a full refund or paying the full price. And if we’ve overcharged you by mistake, we’ll give you back the difference in price.
Privilege Holiday Club
The Privilege Holiday Club is free to join and offers exclusive benefits to employees of member companies. Discounts are per booking and apply to new bookings for Butlin’s family breaks only. Discounts do not apply to two-night breaks or rooms for two. All Privilege Holiday Club offers are subject to promotional availability, may be withdrawn at any time and cannot be combined with any other offer or internet code except the 5% Premier Club loyalty discount. For further information, please visit https://www.butlins.com/about-us/privilege-holiday-club.
Changing or cancelling your plans
How you can change your booking
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 48 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. It should be noted that we cannot change dates from one calendar year to the next. Date changes are not allowed for bookings where the break starts in less than 56 days. We will, where possible, try to accommodate changes to your accommodation or break dates but this may incur additional costs. If changes aren’t possible and you don’t want to keep to your original booking, or you’re unhappy with the additional charges and don’t want to keep to your original booking, this will count as a cancellation. Please bear in mind that any change to your (the lead guest’s) details is treated as a cancellation.
If you remove any add-ons or extras after the payment due date, this is counted as a part cancellation and charges may apply.
Please note that all requests to change your booking must be made by telephone by you (the lead guest) or your booking agent only. The request(s) should be made as soon as possible. We will correspond in all matters relating to the booking or party with you or your booking agent only. You act as a representative for all members of your party.
Cancelling your booking if you have Butlin’s Holiday Protection
We always hope that you don’t need to cancel your break booking but, if you do, please follow the below steps.
1. Call us as soon as you can.
2. We may ask you to send written proof of why you need to cancel such as a doctor’s certification or court notification. If so, please send a scan or photocopy of the evidence to holidayprotection@butlins.com at least 48 hours before the start of your break.
3. We will then cancel your break. Please wait to hear from us as to whether we can give you some money back – and the amount (which may be reduced by bank charges).
4. Wait for us to pay your refund (which may take up to 10 days).
Cancellation charges are calculated from the date we receive your verbal instructions.
If you have Butlin’s Holiday Protection and you are cancelling for sickness, redundancy, jury service or bereavement:
| Number of days before the start of your holiday | What you'd get back |
| 2 days (48 hours or more) | Full refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin’s Holiday Protection |
| 2 days (47 hours, 59 minutes) or less | 30% refund of your total holiday cost and cost of Butlin’s Holiday Protection |
If you have Butlin’s Holiday Protection and you are cancelling for any other reason:
| Number of days before the start of your holiday | What you'd get back |
| 56 days or more | Full refund minus a cancellation charge of £50 per accommodation unit and cost of Butlin’s Holiday Protection |
| 55-43 days | 70% refund, minus a cancellation charge of £50 per accommodation unit and cost of Butlin’s Holiday Protection |
| 42-29 days | 50% refund, minus a cancellation charge of £50 per accommodation unit and cost of Butlin’s Holiday Protection |
| 28-8 days | 10% refund, minus a cancellation charge of £50 per accommodation unit and cost of Butlin’s Holiday Protection |
| 7 days or less | No refund |
Cancelling your booking if you don’t have Butlin’s Holiday Protection
We always hope that you don’t need to cancel your break booking but, if you do, please call us as soon as you can or, if you booked through a booking agent, please call your agent.
Unfortunately, we will not issue a refund and you will need to claim back through your holiday insurance provider.
If we have to change or cancel your booking
We do everything we can to provide the great breaks we advertise in our marketing materials and on the website. But very occasionally we find we can no longer offer the break people have booked, or, in exceptional circumstances, find we need to cancel your booking. If this happens to you, we’ll advise you or your booking agent as soon as possible and offer one of the below options.
1. A replacement break that’s the same as the one you booked.
2. A replacement break that’s less expensive than the one you booked at the original booking date (together with the price difference).
3. A full refund.
Refunds
If we issue you with a refund, we’ll return your money in the same way you made your original payment – back to the same payment card, for example. If you’ve used coupons or vouchers to pay for your break, we may be able to transfer them to another break with us but, unfortunately, we can’t refund coupons or vouchers.
When you're on holiday
Checking in and checking out
Parking is on a first come, first served basis and owners leave their car at their own risk. Butlin’s is not responsible for any damage to your car that may occur.
We’ll always do our best to give you exactly what you’ve booked, but we may upgrade your accommodation subject to our sole discretion.
You can enter the resort from 1pm and relax and enjoy our facilities until we’re ready for you. If you’re planning to arrive after 6pm or are running late, please let the resort know so we can make arrangements for you. Whilst you may collect your welcome packs and room key passes from 1pm, access to your room will vary dependent on the accommodation type that you have booked, and key passes will not be activated until time outlined below.
Bognor Regis
- Standard and Silver Apartments, Rooms and Suites: 4pm
- Gold, Deluxe, Seaside and Premier Members: 3pm; Shoreline, Ocean and Wave Hotels: 3pm
Minehead
- Standard and Silver Apartments, Rooms and Suites: 4pm
- Bayside, Chalets, Gold, Seaside Apartments and Lodges, Deluxe and Premier Members: 3pm
Skegness
- Standard and Silver Apartments, Fairground Apartment, Rooms: 4pm
- Gold, Seaside Apartments and Premier Members: 3pm
Please bring your booking confirmation reference number (which can be quoted rather than showing the full document). Fully paid accommodation will be held until 12pm on the day following your break start date. A meal will be available for guests with a dining plan arriving at their allocated restaurant prior to 6.30pm on their arrival night. We are unable to cater for those guests arriving after this time and no refunds will be given for meals missed due to late arrival.
For party sizes of ten or more, we may request a pre-authorisation for £100 per booking prior to check-in. This will be made via your debit or credit card. Your card will not be debited unless damage 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.
Check-out time is 10am and we reserve the right to remove any items remaining in your accommodation after this time. Please remember to give us back the keys and always leave your accommodation in a clean and tidy condition. You are welcome to use the resort facilities until 11am on your departure day.
The fun stuff
When arriving at our resort, you can check activities and timings on your entertainments guide or in your Butlin’s app. 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 that, where possible, everyone on the 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. Guests may be declined entry on the day if they’ve made multiple bookings, dependent on demand.
Some activities cost extra or need a deposit, and some may not be suitable for everyone – you can find out more about these at https://www.butlins.com or in your Butlin’s app. Please note that our entertainment and activities may be reduced during off-peak times and for 2-night breaks.
The information about acts on our website show you what we’ve got planned for your break. If we advertise a certain act, we’ll always do our best to make sure you see them. But if they can’t make it, we’ll replace them with similar acts. We’ll do our best not to, but you should bear in mind that we might make alterations to or withdraw certain amenities, facilities, activities and/or entertainment shows, if required for reasons outside of our control.
Wristbands
We operate a wristband policy on selected breaks to ensure our guests are safe and secure at all times. These are issued to all guests aged 15 and over at check-in. It is your responsibility to ensure that you look after and wear your wristband at all times whilst on resort. Any lost wristbands are subject to a non-refundable replacement charge of £50. Guests without wristbands will be refused entry to venues and may be required to leave the resort without refund. Please contact our Guest Services team if you lose your wristband.
If you booked through ‘The Sun’ newspaper and chose to remove your entertainment pass, you will have a different wristband and will not be allowed access to any of our entertainment areas including the Traditional Fairground, Splash Waterworld and our evening show venues. If you booked through ‘The Sun’ newspaper and decide to purchase entertainment passes, they cannot be sold per person and will need to be purchased for the entire booking.
Please note that you are not allowed to re-sell our wristbands. Anyone found to be offering the re-sale of wristbands prior to or during the break will lead to the booking being cancelled for both the individual involved and anyone associated to the booking, and refunds will not be granted. If identified whilst on the resort, you will be asked to leave without a refund for any time missed on resort.
Butlin's Wi-Fi
Only devices with a web browser and the ability to connect to a public service can access the network – please check your device for compatibility. All connections to the complimentary Wi-Fi will be subject to a ‘fair usage’ policy. Device exclusions apply.
Keeping you safe and healthy
We do everything we can to keep you and your party safe (and, of course, we have to do what the law, Health and Safety Executive and local authorities say). That could mean offering different activities or even, in the worst-case scenario, closing our facilities at short notice – if we needed to mend a roof urgently, say, or it was too windy for the outdoor pool. We’ll always try to tell you as soon as we know. And if there’s an issue at a certain resort that we know about before you book, we’ll warn you. It’s important that you always follow our advice for staying safe while you’re with us.
We don’t put lots of silly rules in place just for the sake of it, but we do have a few important ones designed to keep you safe. And here’s one of them: if you’re under 8 (or you can’t swim) and want to use Splash Waterworld, you must always be in the water with a responsible adult. One adult can be responsible for up to two children under 8 and must make sure that non-swimmers or beginners don’t go out of their depth. We also ask that everyone in and around the water does exactly what our team ask, because your safety is our number one priority. Only competent swimmers may use certain flume rides. Loose items, including goggles, cannot be worn on the flumes.
Weight, height and age restrictions and additional charges may apply on certain rides and other activities on resort, particularly within the Traditional Fairground. To meet certification requirements and maintain our ongoing improvement policy, all fairground 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. Butlin’s 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.
Our venues are subject to maximum capacities set by the local fire officer and, as such, entrance to venues is not guaranteed. Because our venues are so popular, seating cannot be guaranteed or reserved. Please be aware that some entertainment shows use strobe lighting.
We want you to have fun at the resort, but we need to ensure that we keep you safe. For that reason, we do not permit owners or guests to fly drones at the resort. Similarly, in line with legislation and in accordance with health and safety advice, we only permit the use of segways, hoverboards or balance boards if they are part of an organised, on-resort activity.
Behaviour and dress code
To ensure that a safe and secure environment is provided for all guests and team members, we ask that you please show consideration to others and treat people and our facilities with respect at all times. If you come to the resort and do any of the below (or we reasonably suspect you have done or might do any of the below), we’ll tell you to leave the resort immediately, with no refund.
- Take part in any illegal behaviour.
- Take part in any unruly or excessive behaviour.
- Carry out any antisocial behaviour (including excessive noise).
- Bring any firearm, fireworks, illegal substances, offensive weapons, hazardous chemicals or any similar item to the site.
These are standards that we expect from you from the moment you contact us, throughout your break, and during any post-break communications.
Your dress and appearance must be suitable for a family environment. You must wear appropriate clothing (including a top and shoes) while inside all of the entertainment venues. If you are wearing clothing or have a tattoo which is indecent or likely to cause offence to other guests or team members, you will be refused entry to the entertainment venue and asked to get changed/cover up your tattoo.
Please note that we do not allow any replica Butlin’s-branded characters or uniforms. Only guests under the age of 15 can wear fancy dress.
Personal belongings
We take all reasonable steps to safeguard our premises and hope you will have no cause for concern during your break, but guests remain responsible for looking after their own belongings. Please remember to secure any vehicles or bicycles and try not to leave any valuable items on display. If you are bringing anything valuable on your break you should check it is adequately covered by your insurance. We cannot accept any liability for loss or damage to your belongings.
Filming and photography
Please bear in mind that you’re not allowed to film or take photographs in Splash Waterworld and changing areas. Due to the popularity of Butlin’s, we get requests from TV and other companies to film/photograph on the resorts, many of which we accommodate. We also take our own Butlin’s promotional films and photograph on the resorts throughout the year. They could be shooting anywhere on the resort, but we’ll try to make sure the filming doesn’t affect your break and that you always know what’s going on. With this agreement, you give us the rights (free of charge) to anything containing your image (or the image of other people with you) that’s made while you’re with us. (This doesn’t affect your own photos or videos of course!) So, if you don’t want to be in shot, please try to stay away from the filming or photo shooting area. And if you or someone in your family does stray into a photo or video without meaning to and you want us to remove it from our library, we’ll do our best to do so.
Smoking and drugs
There’s no smoking of vaporisers, e-cigarettes and tobacco in any of our public buildings or accommodation, and we do our best to make sure guests do not smoke in these areas. Smoking in your accommodation will incur a £75 cleaning fee. We do have outdoor smoking areas, and these are clearly signposted.
We have a zero-tolerance policy on illegal drugs. If you take or are in possession of illegal drugs or any other illegal substance, we will ask you to leave the resort, without refund.
Alcohol
To ensure the safety, wellbeing and enjoyment of all of our guests, you are not allowed 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. If you do bring or try to bring excessive quantities of alcohol onto the resort, then we will remove it from you and return it at the end of your break. If you repeatedly try to break this rule, then we reserve the right to cancel your booking without refund.
At Butlin’s, we operate a “challenge 25” policy. The law has set a minimum age of 25 years for this policy and where it appears to the person selling the alcohol that the customer may be under the age of 25 years, ID can be requested. Because of this law, you may be asked to produce identification if you appear under the age of 25, to prove that you can lawfully purchase alcohol. We accept passport or driving licence only; any other form of identification, such as PASS cards won’t be accepted. Butlin’s reserves the right to refuse the sale of alcohol to an adult if they’re accompanied by someone who we believe is under the age of 18 without ID.
Illness and contagious diseases
Let us know if you come down with something that you think will affect any of our other guests. If we become aware, or have reasonable grounds to suspect, that you have contracted a contagious disease or illness that has the potential to infect many people quickly, you and your party may be asked to go home, and, in these circumstances, we are unable to offer a refund. If this is not possible, then restrictions will be placed upon your activities and movements to prevent the disease or illness being transmitted to other guests.
Cutting your break short
We hope you’ll have such a great time with us that you don’t want to leave. But if you do end up going home early, we won’t offer you a refund.
Damage to accommodation
We hope you don’t have any mishaps while you’re with us. But if your accommodation is damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. We may also go into your accommodation at a reasonable time (and on reasonable notice) during your break to check the state of things. Any damage to your accommodation could result in your booking being cancelled, with no refund. If there’s an emergency, we can come into your accommodation without warning.
If you leave something behind
Let us know as soon as you realise you’ve left something behind. We’ll do all we can to find it, although we’re not liable if this isn’t possible or if it’s damaged. If we find it we’ll return it to you, but you will have to cover the postage costs.
Our promises to each other
We want you to have a great time with us. So here are some promises we’ll make when we accept your booking. And because it’s a two-way street, you’ll also be making promises to us when you book.
Our promises to you
1. We’ll do our best to give you and the other people in your party a great break.
2. We’ll do our best to give you the break we’ve described on our website and in our agreement.
3. We’ll do everything we can to prevent things going wrong.
Your promises to us
1. You’ll disclose all information required by us and tell us who’s coming with you to the resort.
2. You’ll only let the people on your booking confirmation into the resort and use our accommodation and facilities.
3. You’ll look after our accommodation and facilities so that other people can enjoy them after you. And if you cause any damage, you’ll tell our reception team straight away, so we can sort it out.
4. You won’t spoil things for other guests by being loud or antisocial.
5. You – and everyone who comes with you – promise not to break any of our terms and conditions. If you do, we’ll ask all of you to leave the resort immediately. No ands, ifs or buts. And no refunds.
Day Visits
Online tickets - refunds and cancellations: Please note that tickets cannot be transferred, amended, exchanged, or refunded once purchased. 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, cancel your booking, we will try to advise you as soon as possible and provide the following options:
- A replacement date comparable to the one you booked
- A replacement date together with the difference in price between the replacement date and the original day visit booked
- A full refund
No refunds will be given except in the event that we need to close the resort due to unforeseen circumstances. In that instance we cannot be held responsible for refunds or any resulting costs you may incur for travel, accommodation or any related goods or services.
Online tickets - booking amendments: Please note that day visit ticket bookings cannot be amended once confirmed, and this includes:
- Adding a new guest
- Updating the details of someone already on a booking
- Removing a guest
Children: Whilst every care is taken, children remain the responsibility of parents or guardian at all times, in all facilities on Resort. Any persons under 18 years must be accompanied by someone over 18 years to visit for the day or will be refused admission.
Fairground: 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. The operation of rides are subject to weather & height restrictions.
Ticket pricing: The pricing of tickets is calculated according to the following age groups: adult 15+, child 2-14, senior 60+ and infants under two.
Group bookings: All group bookings must consist of a minimum of 20 paying people aged two years or over to qualify for the discount. Group booking prices are only available when pre-booking in advance (subject to availability) and will not be available on arrival. The group booking price is a discounted ticket rate, no further discount can be used in conjunction. In order to achieve a friendly, family atmosphere, Butlin's will not accept bookings from all adult parties. Groups must comply with the set ratio of one adult to every 4 children. All group bookings are subject to the approval of resort management. The lead guest for the booking takes sole responsibility of providing all booking details as requested, collection of the welcome pack on arrival and distribution of tickets. Full payment is due 28 days prior to the visit date. Where bookings are made within 28 days of the visit date, payment is due in full at the time of booking. Additional persons on arrival will be charged the full price subject to availability.
General: Please show consideration to other guests and Butlin's team members and treat the facilities with respect. Offensive or illegal behaviour and excessive noise will not be tolerated. If guests fail to comply with these rules, they and their party will be asked to leave the Resort immediately without refund or compensation.
Health & Safety: For the safety and well-being of our guests, not all facilities are available to everyone and height, age and weight restrictions do apply on all of our rides and activities.
Just For Tots: These breaks are designed for our youngest guests so there must be at least one child aged 5 or under in the family to gain admission. On Just For Tots breaks, day visitors are welcome at Bognor Regis from 10am till 8pm with last admission by 3pm, at Minehead from 9.30am till 6pm with last admission by 4pm, and at Skegness from 10am till 6pm with last admission by 2pm.
Proof of age: Any persons under 18 years must be accompanied by someone over 18 years to visit for the day or will be refused admission. ID may be requested on arrival by team members. Accepted forms of ID are photographic driver’s license or passport.a
Pets: Pets are not permitted on resort, only assistance dogs are accepted.
Ratio: In order to achieve a friendly, family atmosphere, Butlin's will not accept bookings and visits from all adult parties and single persons who are not part of a family group. All guests must comply with the set ratio of one adult to four children. All bookings and visits are subject to the approval of resort management.
Resort capacity: The resort has a capacity level for health and safety reasons. Consequently, all tickets purchased on arrival are sold on a first come first served basis. Unfortunately any persons arriving after the closure of the entrance will be refused admission without compensation. Due to the nature of the operation Butlin's will endeavour to update all information streams with immediate effect to minimise disappointment. For guaranteed entry on the day and to save 20% on your ticket price, simply pre-book your day visit tickets here. Tickets are available to purchase up until midnight on the day before your visit.
Splash Waterworld: A responsible adult must accompany any child under the age of eight years old and any child who is a non-swimmer under the age of 14 years old. The adult must remain in the water with the child at all times. An adult may not accompany more than two 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.
Unexpected changes & closures: Butlin's will endeavour to ensure that as many rides and attractions as possible are available for your enjoyment. We may however, without prior notice and without refund or compensation, change the operating hours of the resort, close or cancel any ride or attraction due to inclement weather, technical reasons or circumstances beyond our control.
Venue capacities & entertainment restrictions Butlin's 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. Shows taking place in Centre Stage and Reds, along with Santa experiences, are exclusively for holidaying guests only and are not available for day visitors. All applicable entertainment will be listed in the entertainment guide issued on arrival.
Vouchers, discounts & offers: All vouchers, discounts and offers are subject to change, cancellation and can be withdrawn at any time. This can be without any prior notice and without refund or compensation. Management reserve the right to refuse admission and use of any vouchers, discounts or offers at any time. New vouchers, discounts and offers bearing the same name supersede prior ones in circulation. Multiple discounts cannot be combined.
Armed Forces: Serving personnel in the Armed Forces can enter free of charge with up to 4 additional guests at a 25% discount, on production of their photographic ID Card. Immediate family who have a Military Dependents Card can visit without the serving personnel present and receive a 25% discount for up to 4 guests.
Emergency Services: Individuals working for the Police, Fire Service or NHS can receive a 25% discount on production of their photographic ID Card for up to 4 guests. Lincolnshire Emergency Services includes Lincolnshire Police only, Lincolnshire Fire & Rescue only, East Midlands Ambulance Service only, and Lincolnshire Coast Guards Including RNLI (Lifeboat) only.
Carers: Carers can receive a 50% discount on their own ticket. To receive this discount proof will be required. The above discounts can only be used on arrival upon production of appropriate valid ID/proof.
Calendar dates: All calendar dates, opening hours and information are correct at the time of publishing, however, they are subject to change at any time without prior notification or compensation. We will endeavour to update all information streams where possible with any changes.
If you need to complain
Even though we’ll do all we can to give you a fantastic break, things do sometimes go wrong. Here’s what to do if you need to complain:
1. If there’s something wrong with your accommodation or break, please speak to Guest Services on resort straightaway so we can try to put things right.
2. If your break is over and you’re still unhappy, email feedback@butlins.com or write to the resort director at Butlins Skyline Limited, 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL within 7 days of the end of your break. The letter or email must be from you (the lead guest) as you’re the person we made this agreement with. Please make sure you write your booking reference number on your letter or email and include your daytime and evening phone numbers.
3. We will contact the resort to find out what happened, and we’ll try to write back to you within 14 days of getting your letter or email.
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 reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
The small print
The holiday agreement
When you make a booking request, you’re offering to buy one of our breaks, and you’re agreeing to follow our terms and conditions. We do have the right to turn down your booking request – if, for example, we don’t have the space, or we think you’d spoil things for our other guests. The agreement between you and us starts when:
1. We accept your booking and deposit – and give you a booking confirmation; or
2. We confirm your booking online or by phone; or
3. Your booking agent confirms your booking.
Our agreement is with you, as the lead guest. Don’t forget that you’re making an agreement with us on behalf of everyone coming to the resort with you. It’s up to you to make sure that they all know about these terms and conditions and accept them. The agreement lasts until you and your party leave the resort.
Validity of terms
If a court or a similar organisation questioned any of these terms, the rest of the agreement would still be valid. It would also still be valid if we allowed you to do something that we wouldn’t normally allow under the agreement.
Identification requirements and electoral register
We require evidence of identity and address details for all guests aged 18 and over. We reserve the right to check that any guests who are resident in the UK appear on the electoral register. Please note that it is your responsibility to ensure that you provide full and accurate names and addresses of all guests aged 18 and over so that a check of the electoral register can be carried out. If either your details or the details of any member of your party do not appear on the electoral register or the guest is resident outside the UK, we reserve the right to contact either you or the relevant member of your party before arrival to ask you/them for evidence of identity and address (“Alternate Checks”). A bank or credit card statement no more than 3 months old must be provided for proof of address; and an item of photographic identification (valid driving licence or passport only) needs to be provided for proof of identity. If we do not receive evidence of identity and address within 14 days of contact, we reserve the right to cancel the booking, without refund. Please note that due to timescales of administration tasks, bookings made within 30 days of the break start date will not qualify for our Alternate Checks and bookings may be declined if the guest details provided when booking do not appear on the electoral register.
You and members of your party who are 18 or over may be required to provide photographic identification (valid driving licence or passport) at any time during your stay. Failure to provide identification may result in termination of your break and you being refused entry to the resort or being asked to leave, without refund. Due to our requirement to confirm the identity of all guests on the resort, we will also require the vehicle registration details that will be arriving on the resort for the duration of the break – we have an automated number plate recognition system which will record the arrival on resort of the vehicle listed by you.
When things are our fault
We’ll do our best to give you a great break, and we accept responsibility for things that go wrong that we should have foreseen or prevented when you booked. We’ll deal reasonably and proportionately with any claims for loss or damage that are our fault, and we’ll never try to avoid responsibility for things that the law says we can’t.
Things beyond our control
Unfortunately, we can’t take responsibility or pay compensation if we cancel or change your booking in any way because of events beyond our control. Neither can we accept any liability for any injury, loss or damage you suffer because of events beyond our control. Some of the things we mean by ‘events beyond our control’ are fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, epidemics and pandemics, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and unavoidable technical problems with transport.
In the event of adverse weather, your booking will only be refunded if your chosen resort is closed in the interests of health and safety. If you cannot travel on the day to your chosen resort due to adverse weather, we will do our best to move your booking to an alternative date and/or a different resort, but refunds will not be provided. We recommend taking out appropriate insurance.
English law
Our terms are subject to English law – which means that if it ever came to it (and we hope it never would), we both agree that English law would apply to this agreement. And if things went really wrong, we both agree to allow the English courts to make the decisions.
Using your personal information
When you book with us, you’ll be giving us some personal information about you and the other people coming with you. We may use and process such personal information in accordance with our privacy policy which can be found here. 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.
We’ll only talk to you (or your booking agent) about your information. By booking with us, you’re agreeing that we can use your information in accordance with our privacy policy – and you’re confirming that everyone who’s coming on your break with you has also read and accepted our privacy policy. If you’re using a booking agent or other provider, make sure you look at their data protection policy to find out how they’ll use your information.
The accuracy of our website
We do our best to make sure that our website is accurate, but the resorts don’t look exactly the same – and the photos, layout plan, artists’ impressions and so on are there to give an impression of what it’s like at Butlin’s. So please don’t take them as gospel. Some facilities may vary between the resorts – please read resort-specific information carefully. Accommodation décor, size and layout may also vary between resorts. Not all accommodation is identical to the pictures shown on the website.
Access to our resorts
We reserve the right of entry to our resorts, and the right to refuse entry to our resorts without notice.
Copyright
You can’t copy anything off our website (even photos) without our written permission. Nothing in our agreement gives you or the people who come with you any rights over our trademarks or other intellectual property. And you promise that you won’t acquire any rights to any of our trademarks or intellectual property.