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Butlins booking trouble - any way around this?
DippyOne
Posts: 4 Newbie
Yesterday I booked a Monday - Friday break with Butlins, not everyones cup of tea I know but I was excited.
I should have known the price was too good to be true but just want to check that I have no leg no stand on before I back down to them.
A Deluxe Suite came up at £80 for 4 nights and I added a breakfast package making the total £136. It asked for a deposit of £50, I paid £80 to make the final payment lower next month.
Today I had a missed phone call from them and then an e-mail saying I'd given an incorrect phone number and could I call them back as there was a problem with my booking.
When I called they said they said that while looking at the costs of different accommodation I'd confused their computer system and it had given me an incorrect price, also that the suite I booked did not exist and that they only offer a breakfast and dinner package, not a breakfast only package.
They have told me that I either pay for a Deluxe hotel room with dinner and breakfast at a cost of £355, pay for a basic room only chalet with no food at a cost of £220 or they refund my deposit.
I tried to argue the fact that I have paid a deposit, have received a confirmation of my booking and so don't see why I should have to pay extra when it was their computers fault. If this suite doesn't exist they can move me into one that does - they're not budging.
The thing is I can't afford to pay the extra, I've taken on extra work for the next 2 months to be able to afford to take my daughter away and feel a bit gutted that it's going to be canceled. If I pay more for the accommodation I won't have any money for while we're there which makes it pointless in going.
From their Terms and Conditions:
If we change or cancel your booking
We aim to provide all the services, facilities and entertainment as
described in our brochure. Should it be necessary for us to make
a major change to your booking, or, in exceptional circumstances,
to cancel your booking, we will try to advise you or your Travel Agent
as soon as possible and provide the following options:
• A replacement holiday comparable to the one booked
• A replacement holiday together with the difference in price
between the replacement holiday and the holiday booked
• A full refund.
Has anyone fought with Butlins and won?
I should have known the price was too good to be true but just want to check that I have no leg no stand on before I back down to them.
A Deluxe Suite came up at £80 for 4 nights and I added a breakfast package making the total £136. It asked for a deposit of £50, I paid £80 to make the final payment lower next month.
Today I had a missed phone call from them and then an e-mail saying I'd given an incorrect phone number and could I call them back as there was a problem with my booking.
When I called they said they said that while looking at the costs of different accommodation I'd confused their computer system and it had given me an incorrect price, also that the suite I booked did not exist and that they only offer a breakfast and dinner package, not a breakfast only package.
They have told me that I either pay for a Deluxe hotel room with dinner and breakfast at a cost of £355, pay for a basic room only chalet with no food at a cost of £220 or they refund my deposit.
I tried to argue the fact that I have paid a deposit, have received a confirmation of my booking and so don't see why I should have to pay extra when it was their computers fault. If this suite doesn't exist they can move me into one that does - they're not budging.
The thing is I can't afford to pay the extra, I've taken on extra work for the next 2 months to be able to afford to take my daughter away and feel a bit gutted that it's going to be canceled. If I pay more for the accommodation I won't have any money for while we're there which makes it pointless in going.
From their Terms and Conditions:
If we change or cancel your booking
We aim to provide all the services, facilities and entertainment as
described in our brochure. Should it be necessary for us to make
a major change to your booking, or, in exceptional circumstances,
to cancel your booking, we will try to advise you or your Travel Agent
as soon as possible and provide the following options:
• A replacement holiday comparable to the one booked
• A replacement holiday together with the difference in price
between the replacement holiday and the holiday booked
• A full refund.
Has anyone fought with Butlins and won?
0
Comments
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They have offered you a full refund, so they are within their terms and conditions. You knew it was too good to be true, so I don't see why you feel so aggrieved?Gone ... or have I?0
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Because I received confirmation from them regarding the holiday booking and I don't see why it should be canceled due to their mistake.0
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looks like they're within their t&cs but i'd feel aggrieved too! Take it up with them anyway, especially as you have a booking confirmation. Seems like cowpoo to say you 'confused' their booking system?!
more like it wasn't up to scratch ... their problem not yours..?0 -
Butlins is a brand of Bourne Leisure, try contacting their customer services and see if you can work out a goodwill deal? Which park is it? Some of the adult breaks are great, and the bars/food are roughly normal prices (depending on where you come from!) which is good value when you consider the main entertainment shows are actually rather well done!0
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Because I received confirmation from them regarding the holiday booking and I don't see why it should be canceled due to their mistake.
The contract is not complete though and that would only happen if you stayed there. As it is i believe its the same as misspriced items for sale on websites and how they can cancel. due to error.. Machines make errors unfortunately and they need a get out clause to cover themselves against any losses due to this..
Of course i could be wrong but probably"If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna0 -
Think you might only be able to get something on goodwill. I understand why you'd be fed up, but there are always clause in terms!
If they won't give you deal at that price, mayb they will meet you somewhere in the middle! Hope you get something sorted.0
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