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.
- Standard and Silver Apartments, Rooms and Suites: 4pm
- Gold, Deluxe, Seaside and Premier Members: 3pm; Shoreline, Ocean and Wave Hotels: 3pm
- Standard and Silver Apartments, Rooms and Suites: 4pm
- Bayside, Chalets, Gold, Seaside Apartments and Lodges, Deluxe and Premier Members: 3pm
- 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.
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.
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.
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.
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
If you identify that you are unwell before travelling to resort please contact our Customer Care team to make them aware and to look at the alternative options available to you. Once on resort, if you or a member of your party become unwell during your stay please make our team aware as soon as possible so that we can advise you of the best course of action. 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. 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.
Once on our resort, if you are contacted by the Government Test and Trace team asking you to isolate whilst on holiday, please let us know as soon as possible so we can support you further.
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.