TERMS & CONDITIONS

Please note these T&Cs are not relevant to our Conferences & Events. When organising your conference or event you will receive a contract for this with the relevant detail. 

Last updated 2nd February 2024.

 

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. Coronavirus Guarantee

Everything you need to know about cancelling or transferring your break if government restrictions don't allow you to attend.

 

6. 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)

 

7. 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; on resort dining offers)

 

8. Our promises to each other

(our promises to you; your promises to us)

 

9. Day visits

 

10. Vouchers

 

11. Competitions 

 

12. If you need to complain

 

13. 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)

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 Butlin's Big Weekenders Breaks which you can view 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 Breakspear Place, Breakspear Park, Breakspear Way, Hemel Hempstead, Hertfordshire, HP2 4TZ.
  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

 

Group Bookings

For Groups of 19+ we can help make everything so much easier for you. Call our friendly group of Specialist Advisors who will be happy to help you arrange a break that’s perfect for you and your friends. 
0330 100 9732 – Open 9am – 5pm from Monday to Sunday.

 

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 please email holidayprotection@butlins.com and one of the team will come back to you.

 

Questions:

We’ve got answers to lots of frequently asked questions.

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

 

We reserve the right to refuse or cancel bookings on our family breaks from: (i) all-adult parties over maximum number of 4; (ii) large bookings, including bookings where four or more persons are aged predominantly 16-21 and solo travellers unless linked to a family or friends booking. 

 

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. We reserve the right to contact you to discuss the break contents if we feel it may not be suitable or suit your break expectations.
 

Tots Breaks

 

We do not accept solo guests or All Adult bookings on our Tots Breaks unless they are linked to a family or friends booking where children are also on the break. We reserve the right to cancel or refuse these bookings if found or made in breach of these term and conditions.
 

Please note that if you are travelling on a Butlin's family or Tots break, you and your party must remain respectful and mindful of your behaviours and language in front of other guests and our team members in particular around children. If your behaviour is considered to be in neglect of these terms your holiday will be cancelled, you will be asked to leave our resort with no refunds applicable for your stay.

 

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 8 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 ask 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. For more information click here.

 

Early Access VIP Pass

 

Early access to booking slots for shows and activities is only available to guests who have booked an Early Access VIP Pass as part of their break. Full payment must be made 70 days before the break start date. Please note, if you break starts in less than 70 days, this item is non-refundable and falls within Butlin’s cancellation terms. Please note that Early Access VIP passes can still be purchase after the booking window opens, however you will not have early access to book shows and paid for activities, but you will still benefit from the other features of the Early Access VIP pass. We will contact you by email when you can log into your app to book your shows and activities.

 

Activity Passes Terms & Conditions

 

• Your final balance, including any add-ons or extras (for example Early Access VIP passes, Activity Passes, Dining etc) on your booking will require payment in full 70 days before the start of your holiday.  Please note, if you break starts in less than 70 days, these items are non-refundable and fall within Butlin’s cancellation terms. Please note that Early Access VIP passes can still be purchase after the booking window opens, however you will not have early access to book shows and paid for activities, but you will still benefit from the other features of the Early Access VIP pass.
• Activity Passes (excluding All-Action pass) are only available to purchases up until the day before your break booking window opens. You can still purchase individual activities via the app, just not as part of the pass.  
• We will auto-allocate your activity time slots the day before your break booking window opens. (Please note, you will not be able to book your time slot before this date, we’ll email you to confirm when the booking window opens for your break) Please note If you have purchased an All-Action Pass, you will need to book your activities once you get to resort at one of our booking points as the activities on this pass are unable to be auto-allocated.
• If the auto-allocated timeslots do not suit (i.e. there is a clash of times), you will be able to move it in your wallet on the app (subject to availability).
• In the event that all of the activities on the pass cannot be allocated you will receive a refund for the value of the pass. Please note if only one activity is unavailable, you will be refunded a percentage of the pass price. Please see the individual pass page for details.
• If you’ve purchased more than one pass or more than one of the same pass, there is no guarantee that all of your party will be allocated the same timeslot. When your break booking window opens, you will be able to change the time or day of your allocation in your wallet on the app (subject to availability).
• If an activity is cancelled on resort due to bad weather, our on-resort team in the leisure hub will try to move this to the next available session. If this is not possible, we will refund you a percentage for the activity that has been cancelled. Please see the individual activity pass page for details.

Who's coming?

 

Please ensure that at the time 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.

Any amendments made once your break has been booked will incur a £20 admin fee.

 

You can update this information by logging onto ‘My Account’ on the Butlin’s website by clicking here. 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

 

Come rain or shine there will be something for everyone to do all day and all night, and with the pool and fairground, there’ll be no standing on the side-lines!

 

Lots of our brilliant daytime activities will be open for you to enjoy; indulge in a little family competition at Adventure Golf, race around the Go Karts or go for a kick-about.

 

Shows and activities can be booked before you arrive on resort via our app. As soon as you've paid your break in full and you've received an email from us notifying you of when your booking windows open, you'll have access to book shows and activities in advance. We’ll do everything we can to keep you and your little ones safe 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

 

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

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

 

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 or in the Caravan Villages if staying in Butlins' caravan accommodation. Caravan owners (or their guests) 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. 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. Guests shuold not leave their pets in accommodation for long periods of time. 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.

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 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. This is also available if you have booked your break online or over the phone when we have a Lowest Price Guarantee offer running.  If the same break is offered for sale at a lower price, subject to the terms and conditions below, guests will be eligible for a refund of the price difference. The refund is subject to the break being for the same resort, dates, duration, accommodation and number of guests, and there still being availability to book. Lowest Price Guarantee only covers the original break booked. Third-party promotions, for example newspaper offers where you collect tokens are excluded.  If you have booked a break on resort, or have a Lowest Price Guarantee on your booking, and have seen your break at a lower price, please e-mail priceguarantee@butlins.com. When e-mailing our team, please save a quote or send us a screen shot of the final booking page which shows a summary of the quote including accommodation and any dining plans or add ons. Please be aware that it can take up to 72 hours to receive a response from the team. 

 

Prices for dining 

 

Dining prices are per adult and per child per day. Dining is free for under 2s. 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. First Child Eats Free: One child (2–14 years) eats free per unit of accommodation when purchasing a Food Court, Premium or Hotel Dining Plan and applies to new bookings only for selected school holiday breaks (discount applies to the youngest child on the booking). Up to 30% off dining applies to new bookings only when adding a Food Court, Premium or Hotel Dining Plan to selected Showtime breaks. Dining offers do not apply to our DineAround package.

 

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

 

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 70 days before the start of your break, you can either pay the full amount or a deposit. If you book 70 days or less before the start of your break, you’ll have to pay in full at the time of booking. If you book any break less than 28 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) at 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 

• Family & Big Weekends Adult Breaks: £30 per person, full balance due 70 days before break start date.
• Arena Breaks (including Darts breaks & Madness): £45 per person, full balance due 70 days before break start date.
• Auto Pay Deposits 
• Family Breaks: £10 per person, full balance due 70 days before break starts.
• Big Weekends Adult Breaks: £15 per person, full balance due 70 days before break starts.
• Arena Breaks (including Darts Breaks): £25 per person 70 days before break starts.
   

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 www.butlins.com/about-us/privilege-holiday-club. Calls to 03 numbers are charged at standard UK rates and may vary from mobiles. These calls are included in any inclusive packages. Butlins Skyline Limited,  Breakspear Place, Breakspear Park, Breakspear Way, Hemel Hempstead, Hertfordshire, HP2 4TZ. Registered in England No. 04011665.

 

On Resort Discount

 

The on-resort discount is an exclusive offer provided to guests who have joined us for a family break. This offer includes benefits that you would normally only have access to by booking with our Holiday Booking Shop team on resort. Up to 40% saving is a per-booking discount and applies to new bookings only for 2022 and 2023 family breaks, showing how much you can typically save on the full brochure price when booking within 30 days of your break. Discounts do not apply to two-night breaks or rooms for two. From £10 per person deposit is only valid when using the auto-pay feature and applies to new bookings only when booking more than 70 days before break start date. Deposits are non-refundable and your final payment will be debited ten weeks before you arrive. Any missed payments will need to be made manually and will not be added to future payments. Butlins Skyline Limited,  Breakspear Place, Breakspear Park, Breakspear Way, Hemel Hempstead, Hertfordshire, HP2 4TZ.  Registered in England No. 04011665.

Terms & Conditions

 

The Coronavirus Guarantee terms apply to guests who booked from 26/12/21 – 13/03/2022. If you’ve purchased before this time, your Terms & Conditions remain as they were when you booked.

 

Our coronavirus guarantee allows you to transfer your break to another available date, no later than 12 months from the date of your cancelled holiday.  If the cost of the holiday is more expensive you will need to pay the difference. If it is cheaper, we will refund you the difference. Or you can choose to take a Butlin’s holiday credit voucher which may be used up until 31st December 2022 towards the cost of any future break on sale.

 

The Coronavirus guarantee may be activated if, pursuant to Government guidance, you or any of your party are required to self-isolate within the period of 28 days up to 3 days before your break start date for any of the following reasons: 

 

You have tested positive (lateral flow or PCR) for Covid-19; or through published Government guidance you are advised to isolate during this time period. Please note that evidence of such positive result or notification may be required.

 

Our Coronavirus guarantee allows you to cancel your break and request a refund or transfer your break within the period of 28 days and 3 days prior to arrival if the Government imposes travel restrictions or lockdown rules either where you live or at the Butlin’s resort where you have booked your holiday is located. The guarantee will be reactivated if the Governments advice changes significantly 3 days prior to arrival. As and when the Governments guidance changes then our Coronavirus guarantee will change to reflect this. 

 

Update: Effective from 14th March 2022

With effect from Monday 14th March 2022, the Butlin’s Coronavirus Guarantee will no longer be applicable to new bookings made. For all existing bookings made prior to this date, please refer to the booking terms listed above. We will continue to take guidance set by the Government, to ensure the safety and wellbeing of our team and guests.

 

For more, please visit www.butlins.com/help-contact/coronavirus-guarantee.

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 and name changes will also incur a £20 admin fee.

 

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 70 days. We will, where possible, try to accommodate changes to your accommodation or break dates but this may incur additional costs. You will also incur additional charges if the cost of your holiday rises. The new break price will be based on the price the break would have been at the original time of booking. It should be noted that we cannot change dates from one calendar year to the next. If 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.

 

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 and may take up to 28 days to be received.  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. 

 

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.

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

 

Claims cannot be made for any of the four reasons for individuals not included on the booking.
 

If you're cancelling for another reason, you'll need to email our Customer Care team to discuss your options.

 

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 death:

Number of days before the start of your holiday & what you'd get back:

 

For breaks in 2024:

 

Two days (48 hours) or more

Full refund minus a cancellation charge of £65 per accommodation unit and cost of Butlin's Holiday protection

 

Two 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:

 

70 days or more

Full refund of the total cost of the break minus a cancellation charge per accommodation unit (detailed above) and cost of Butlin's Holiday Protection

 

69-43 days

70% refund of the total cost of the break minus a cancellation charge per accommodation unit (detailed above) and cost of Butlin's Holiday Protection

 

42-29 days

50% refund of the total cost of the break minus a cancellation charge per accommodation unit (detailed above) and cost of Butlin's Holiday Protection

 

28-8 days

10% refund of the total cost of the break minus a cancellation charge per accommodation unit (detailed above) 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.

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.

 

Within the Caravan Village, vehicles must be parked in their allocated spaces. No parking or driving on the grass is permitted and cars cannot be used for additional or alternative sleeping accommodation. No tents are allowed.

 

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. Please note, these are issued to all guests aged 2 and over if you are staying on our Caravan Village. 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.

 

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, use scooters or Electric scooters (excepting disability vehicles) anywhere on our resorts or Caravan Villages.  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. Please note: If any guest is found using the equipment listed above, your break is at risk of cancellation, if asked to leave our resort you will not be refunded for the time lost on your stay with us.

 

Guests are advised not to bring electrical appliances to the resort. If guests do so, they use the equipment are their own risk.

 

Ball games are to be played in the designated areas and not between caravans / accommodation. Windbreaks may only be used during daylight hours.

 

Please do not litter the resort/caravan village. Bin areas are provided and should be used for all refuse. 
 

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

 

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.

 

On resort dining offers

 

All retail food & beverage:

F&B offers are only available in participating restaurants during the specified time periods. Cannot be used in conjunction with any other offer or promotion. Subject to availability. Butlin’s reserve the right to withdraw promotional offers at any time.

 

Beachcomber Buffet Nights 
Only available in the Beachcomber Inn on selected nights. Choose your main protein from the buffet counter which will be served to you, then help yourself to unlimited sides and sauces.

• Adults; If you’ve chosen to upgrade and add a drink,  you can select from a pint of draught beer or cider, 125ml glass of wine or a large draught soft drink.
• Carvery – Adults upgrade to a large plate for £1.50; You’ll get an extra slice of meat and a second Yorkshire pudding served to you at the buffet counter.

 

Beachcomber Inn Lunchtime offer 
Only available in the Beachcomber Inn from 12-3pm Choose a sandwich or a jacket potato from the light bites menu along a large draught soft drink from the range available at the bar.

 

All you can eat Pizza, Pasta and Salad Buffet 
Available in Papa Johns in Bognor Regis and Ludo's Italian in Skegness and Minehead.  Help yourself to unlimited pizza, pasta and salad from the buffet counter.

 

Meal and a Drink Offer 
Available from 3pm in selected restaurants. Choose from a pint of draught beer or cider, 125ml glass of wine or a large draught soft drink.

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 from 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.

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.

 

Big Top Circus: Tickets for the Big Top Circus are only available to purchase on resort during the summer holidays. There is a small extra charge of £7.50 per person in which tickets and times are subject to availability and excluding Mondays and Fridays.

 

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:  For group enquires please contact the individual resort for more information

 

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.

  

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:
Family Days Out
We reserve the right to refuse or cancel day visits on our family days out from: (i) all-adult parties over maximum number of 4; (ii) large bookings, including bookings where four or more persons are aged predominantly 16-21 and solo travellers unless visiting friends and family holidaying with us. Please email the resort email address found on the day visits page with booking reference number and the lead guest name and we can support organising this. We reserve the right to cancel or refuse these bookings if found or made in breach of these terms and conditions. On family days out, if there is anyone under the age of 18 in your booking group, the lead guest must be a minimum age of 18. 
 
Tots Days Out
We do not accept solo guests or All Adult bookings on our Tots Days Out unless they are visiting friends and family holidaying with us.

Please email us at bognordaysout@butlins.com  with their booking reference number and the lead guest name and we can support organising this. We reserve the right to cancel or refuse these bookings if found or made in breach of these terms and conditions.
 
Please note that if you are visiting on a Butlin's family or Tots day out, you and your party must remain respectful and mindful of your behaviours and language in front of other guests and our team members in particular around children. If your behaviour is considered to be in neglect of these terms your day out will be cancelled, you will be asked to leave our resort with no refunds applicable for your day.

 

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 receive additional savings on your ticket price, simply book your tickets in advance here. Tickets are available to purchase up until midnight on the day before your visit.

 

Splash Waterworld: All day visitors can gain access to our Splash Waterworld and will be allocated a swim time upon arrival at the Day Gate. 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 that are not competent swimmers at any one time. Only competent swimmers may use certain flume rides. Please be aware that loose items cannot be worn on the flumes and goggles cannot be worn on the Adrenaline flume.

 

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.

 

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.

We have introduced an electronic version of our on-resort spending vouchers for ease of use while staying with us at Butlin's.

What are the £50 on-resort spending vouchers?
A £50 on-resort spending voucher will be issued if a booking has been amended due to the closure of our resorts. Where offered, we'll notify you at the time of booking if this is valid for you. If you have a £50 voucher attached to a booking following a cancelled break, and your new break has also been cancelled, the voucher will still be valid when you re-book or hold your funds with us following any further cancellations to your break. The voucher will be invalid if you cancel your break and choose to re-book at a later date.

How have the vouchers been given?
A £50 voucher has been issued based on per unit of accommodation. For example, for one unit of accommodation moved the entitlement would be £50, for two units of accommodation the entitlement would be £100. The vouchers will be issued to the lead guest only. Butlin's will not be liable if the lead guest shares details of the voucher or barcode with other members of their party who subsequently make use of the voucher.

Where can I use my vouchers?
During your stay with us, you can use your vouchers in our retail venues, including selected Restaurants, Bars, Shops, and our Supermarket.

 

Please note that exclusions do apply in our Supermarkets (Stamps/Cigarettes and lottery tickets) and cannot be purchased with our online or paper vouchers issued. 

 

In addition, vouchers are not accepted in the arcades or local concessions on resort. You will also not be able to use your vouchers when using our B serve app in Centre Stage or Reds. Please note that the voucher cannot be used to pay any outstanding balance on a Butlin's break.
 

How do I use my vouchers?
To use your voucher, you will need to present your voucher to the team member at one of our till points, who will be able to scan your voucher's barcode.

To find your voucher, you can log into the Butlin's app, access your e-mail welcome receipt you received 24 hours before arrival or present the printed version that you received at Check In.

How long is my voucher valid for?
On-Resort Spending Vouchers are only redeemable throughout your stay and on the break date that they have been issued for.

Please note that any balance remaining at the end of your holiday is non-transferable to other break dates or to other guests that have a Butlin's booking. Once you have left our resort any credit balance unused will expire on the day that you leave at 13:00.

Can I exchange my Butlin's voucher for a cash amount?
The value of your On-Resort Spending Voucher cannot be redeemed for a cash alternative and change will not be issued when using a paper voucher.

How can I check my voucher's balance?
While you are on the resort, you can visit any of our till points to check the balance of your voucher.

What happens if I cancel my break?
If you cancel your break at any time, the voucher offer is no longer applicable to you and will not be reimbursed in any other format. This offer cannot be held or transferred to any dates that you chose to book in the future. This offer is non-transferable and cannot be moved to a booking in a different guest's name.

In addition, the value of the voucher is excluded from cover through Butlin's Holiday Protection and cannot be claimed as part of the cost of your break.

What about my Premier Club vouchers?

Our Holiday Booking Shops/ Discover Butlin’s are open during your stay, however you'll now receive an e-voucher on the Butlin’s app and a printed copy will be in your welcome pack.

Your vouchers can be used in any of our retail venues, this includes any of our shops, and even our supermarket on resort.

Please note that exclusions apply in our supermarkets (stamps/cigarettes and lottery tickets cannot be purchased with your voucher)

 

All vouchers, discounts and offers are subject to change or cancellation and can be withdrawn at any time. This can be without any prior notice and without refund or compensation. Our team reserve the right to refuse the use of any vouchers, discounts or offers at any time. New vouchers, discounts and offers bearing the same name supersede prior ones in circulation.

Win a Billy Bear Bundle Competition Terms and Conditions

1. The “Promoter” of the prize draw is Butlin’s. Breakspear Place, Breakspear Way, Hemel Hempstead, Hertfordshire, HP2 4TZ. Registered in England No. 04011665.
2. The Promoter and all entrants acknowledge that Facebook, X, TikTok, and Instagram are in no way responsible for the administration or execution of this competition and this promotion is not sponsored or endorsed by Facebook, X, TikTok or Instagram.
3. The competition will run from 12th April 2024 to the 19th April 2024 at 5pm GMT.
4. All winners will be contacted by us within 24 hours of the competition closing.
5. To enter you must follow Butlin’s on the channel you’re entering, like the post, and finish the sentence “My favourite Billy and Bonnie show is ____ because ____ “ in the comments section of the competition post.
6. This competition is open to United Kingdom residents aged 18 and over only; anyone under the age of 18 must have a parent or guardian enter on their behalf.  Employees of Butlins, their immediate families, their agents, or anyone professionally associated with this promotion are ineligible to enter.  Any such entries will be invalid. 
7. Entries (including but not limited to text and photographs) for this competition must not contain any content that is defamatory, libellous, racist, homophobic, derogatory, pornographic, obscene, sexist, illegal, and/or otherwise inappropriate. Entrants must not do anything illegal and/or dangerous and/or that would put themselves or others at any risk. 
8. All entries submitted no matter the channel will have equal chance at winning the prize(s). 
9. The winning candidates will be randomly selected via a computer process that produces verifiably random results e.g. a random number generator. Judges decisions are final and no correspondence will be entered into. 
10. There will be one prize winner. The prize includes: 1x Billy Bear soft toy, 1x Bonnie Bear soft toy, and 1x Binkie Bear soft toy.
11. Butlin’s will contact the winners directly via direct message on social media. The winners must send a direct message to Butlin’s via social media with the requested information within 48 hours of being chosen – If we do not hear from you within 48 hours your prize will be forfeited, and a new winner will be selected (in line with the process set out above). 
12. Entrants will retain copyright in their submitted entries, however, by entering, all entrants license the Promoter a worldwide royalty-free perpetual license to edit, publish and use each entry in all media (including print and online) for publicity and news purposes. The Promoter reserves the right to publish entries (including parts of entries) other than the winning entry and publication does not necessarily mean the entrant has won a prize.
13. The Promoter sharing a comment on their social channels that was submitted as an entry does not indicate that the entrant has won a prize.
14. The prize is non-transferable and holds no monetary value. There are no cash alternatives to the prize in whole or in part. 
15. Butlin’s is committed to protecting and respecting your privacy and will only use your personal information in accordance with these terms and conditions and Butlins Privacy Policy which is available on our website: Privacy & Cookies Policy | Butlin's
16. By entering, you agree that any personal information provided by you with your entry may be held and used by Butlins to administer the competition.
17. The winner will be required to participate in reasonable publicity relating to this Promotion (any online/printed publicity featuring the winners’ first name, prize, and photographs).
18. Butlin’s reserves the rights to change these terms and conditions at any time.
19. By entering, all eligible entrants agree to abide by each and all these terms and conditions.
20. This competition is in no way affiliated with Facebook, X or Instagram, or TikTok.

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

 

Here is what to do if you need to complain:

 

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

 

2. If your break is over and you are still unhappy, please write to us within 7 days of your break ending.

 

You can do this by emailing us directly at feedback@butlins.com or writing to:

 

Resort Director at Butlins Skyline Limited 

Breakspear Place

Breakspear Park

Breakspear Way

Hemel Hempstead

Hertfordshire

HP2 4T

 

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

 

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

 

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

 

If you do not give us the opportunity to resolve the problem locally, by reporting it whilst on resort, we may not be able to deal positively with any feedback on your return. Claims may be rejected if we have not been given the opportunity to put matters right or investigate your concerns.

 

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

 

 

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

 

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 the termination of your break and you being refused entry to the resort or being asked to leave, without refund.
 
Please note that it is your responsibility to ensure that you provide full and accurate names and addresses of all guests.

 

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. Pictures featured are a typical representation. Not all caravan accommodation is identical to the pictures shown, also no caravan accommodation is ground level.

 

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.