Terms and Conditions

These terms and conditions are valid for Butlins own breaks and some private breaks, including Spring Harvest events. These events and similar events may have separate terms and conditions which are in addition to these.

People having fun out side a caravan

Terms & Conditions

The Small Print

These terms and conditions are valid for Butlins own breaks and some private breaks, including Spring Harvest events. These events and similar events may have separate terms and conditions which are in addition to these.

Data Protection

Use of Your Personal Information:

Butlins Skyline Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act puts obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully. This means you are entitled to know how we intend to use any information you provide.

Butlins Skyline Ltd will use the personal information that you provide to us to process your booking and book your holiday. We may need to pass your personal information to third party service providers, such as insurance companies and travel providers, if you have requested these additional facilities.

You must inform other members in your party of the information about them that you are providing to us and what we will use it for. 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.

Please note that we can only discuss/amend a booking with the lead guest. If you have asked us to book additional facilities on your behalf, please refer to the service provider's own data protection policy for details of how they use your information. Butlins Skyline Ltd and carefully selected third parties will also use your information for internal market research and records purposes. This information may be shared with other companies within the Bourne Leisure Group.

We also use your information to contact you about other holidays or services brought to you by Butlins Skyline Ltd or our carefully selected trading partners. If you do not wish to receive such information please contact the Data Protection Officer, Butlins Skyline Ltd, 1 Park Lane, Hemel Hempstead, HP2 4YL. Butlins Skyline Ltd may monitor and record telephone calls made to our Call Centres for quality control and team training.

Booking a Butlins Caravan Village break

There are two easy ways to book:

1. By telephone – Call us on 01754 614444

In order to maintain our high standards of communication, selected calls are monitored and recorded as specified by Ofcom. For customers who have speech and hearing impairments we welcome calls through BT TextDirect service. To access this service, dial 18001 before the number you require.

2. Visit the Caravan Village Reception while you are on resort

Booking Policy: All bookings for any family break that include under 18s should include a responsible adult who is at least 25 years of age.

Paying for your break

To ensure that we can meet all requirements, please do not send any payments to Butlins until you have read the terms and conditions of reservation.

The easiest way to pay for your holiday is by debit or credit card over the telephone. We accept the following:

MasterCard logo Visa Debit logo Visa Electron logo Visa logo

Our preferred method of payment is by Debit Cards. However, we do accept MasterCard and Visa for both the deposit and the full balance payment. We do not accept American Express or Diners Club.

At the time of booking we will require:

  • Card number
  • The last three digits of your security code
  • Expiry date
  • Cardholder's name and address if different from lead name

Our current charge for card transactions is 0%, however, this may be subject to change.

Late credit/debit card payments, any bookings made or paid within 21 days, the lead guest must produce the credit card used for the payment prior along with a form of photo identification to be able to check in at the resort.

Cheques and postal orders If you are paying for your booking by post, cheques and postal orders should be made payable to Butlins Skyline Ltd and sent to Caravan Village Reception, Butlins Caravan Village, Skegness, Lincolnshire, PE25 1NJ. Cheques cannot be accepted for breaks starting within 21 days of the booking. Please do not send cash as we are unable to accept cash payments.

There is a £20 charge for dealing with cheques refused at the bank. Post–dated cheques will not be accepted. Any bank charges incurred for these cheques are solely the customers' responsibility.

The date for payment of the balance will be on your confirmation of booking. Payments by post or telephone, including debit or credit card payments, must reach Butlins Caravan Village Reception, Skegness no later than 56 days before the start of your break. Please note balance reminders will not be sent, if your booking is not paid by this time, it may be cancelled. For bookings starting within 56 days of the break start date, full payment is required, see Late Bookings.

Holiday Insurance

We recommend all of our guests take suitable holiday insurance. Payment for our optional insurance must accompany your deposit payment on confirmation of booking. Please refer to the policy wording for full terms and conditions.

The Contract

By submitting a booking you confirm that no member of your party has a criminal record, entry on a criminal register or any record of any order indicating antisocial behaviour, violence, abuse, public disorder or criminal damage or any other form of anti-social behaviour detrimental or potentially detrimental to third parties enjoyment of the Butlins facilities by other site users. If it comes to Butlins attention that this term has been breached Butlins reserve the right, in its absolute discretion to cancel your group booking.

A contract will come into existence between you and Butlins when:

  • We tell you on the telephone, or online over the internet, that your booking is confirmed or
  • We accept your deposit payment by issuing written confirmation of your booking or
  • When your Travel Agent tells you your booking is confirmed.

The contract binds you and all members of your party, including day visitors. The contract lasts until you and your party leave the resort. It is your responsibility to ensure that all members of your party accept the terms and conditions of reservation and the provisions contained in 'Terms and Conditions'. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of the booking. You remain the lead guest and contact point for the booking; you must attend the break booked.

Your break cannot be passed or sold to a third party. We will only discuss details of the booking with you, the lead guest.

Re–selling of Holiday

You are not allowed to re-sell our holidays. If you want to be an agent for Butlins, please ring our Customer Care department and ask for our Agency Sales Team. This will allow us to comply with the Tour Operators’ Margin Scheme under which we account for our VAT.

Brochure and Website Accuracy

We try to ensure all information, photographs and caravan accommodation descriptions have been compiled from the most accurate sources available at the time of going to press. It should be noted that photographs and artists' impressions are illustrative only. Some facilities may vary between the resorts, please read resort-specific information carefully. All details and information on the Butlins resorts are correct at time of going to press in October 2013.

Accommodation decor, size and layout may vary between caravans. Pictures featured within this brochure are a typical representation. (Not all caravan accommodation is identical to the pictures shown in the brochure, also no caravan accommodation is at ground level).

All part of the Price

Within this brochure, reference to items as 'all part of the price' means they are included within the cost of the holiday.

Your Reservation

Your booking will only be confirmed once the deposit and insurance have been paid. When you receive your confirmation of booking, please telephone our Caravan Village Reception team on 01754 614444 if any of the details contained in it are incorrect. With this confirmation will be statements of cover for your insurance (if purchased) and any other relevant information.

If You Change Your Booking

If you wish to add more guests to a booking, you will not be charged an amendment fee. Other changes to your booking, for example, a change of name, will incur an amendment fee of £20. Any change to the lead guest's details are treated as a cancellation and subject to cancellation charges as outlined below. Part cancellations are subject to our normal cancellation charges (see If You Cancel Your Booking). If you have holiday insurance, you may be able to reclaim the charges.

Date Changes and Resort Transfers

If you wish to change the date of your holiday or request a change of resort, you will be charged an amendment fee of £20, subject to availability. 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 you wish to change your booking, please contact the Caravan Village Reception team on 01754 614444. Requests must be made in writing or by telephone by the lead name on the booking only. Only one date change allowed per booking. Date changes are not allowed for bookings where the holiday starts in less than 21 days. Changes made within 56 days of the start of the break are treated as a cancellation and subject to cancellation charges (see If You Cancel Your Booking).

If You Cancel Your Booking

It may be necessary to cancel your break due to illness, accident or change of circumstances. If you have taken our insurance, charges arising from the cancellation will be covered in most cases. It you have not taken our insurance, there will be no refund for any monies lost. We strongly advise that you take our cover or make your own insurance arrangements in order to protect yourself and your party.

As soon as you know that you need to cancel, call the Caravan Village Reception team on 01754 614444. Cancellation charges are calculated from the date we receive your verbal instructions to our Caravan Village Reception team, please see table below:

Days before you start your break Cancellation charge
56 days or more Deposit
55 – 43 days 40%
42 – 29 days 60%
28 days or fewer 100%

Cancellation charges are calculated based on the start date of your holiday; in the event of this being amended, charges will apply to the earliest date whether this is the original or amended start date. Deposit payments are non–refundable and non–transferable in all circumstances. Any refunds due can only be made by the original payment method. If you have not arrived by 8am on the morning after your break was due to commence, or contacted the resort to confirm your arrival, we will assume that the break is cancelled and the total cost and the insurance premium will be forfeited.

Any refunds given in respect to payments made by debit/credit card will be repaid to the same card. Payments made with vouchers or credit notes will not be refunded.

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 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

In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss.

Minor Alterations

Alterations such as the withdrawal of certain amenities, facilities, activities and entertainment, may be made by Butlins for reasons beyond our control.

Limitation of Liability

Butlins accepts responsibility for those arrangements that are within its control but cannot accept liability for any injury, loss or damage suffered by you or any member of your party unless one of the following applies:

  • There was wilful default by us, our employees or agents or
  • Death or personal injury was caused by the negligence of Butlins, our employees or agents.

For all claims other than death or personal injury which result from the non–performance or improper performance of our contract, we will pay reasonable compensation in all circumstances. Please notify any shortcomings or complaints to the Caravan Village Reception team at your resort immediately so that they can be remedied. Claims may be rejected if we have not been given the opportunity to put matters right or investigate.

Late Bookings

For any holiday booked within 56 days prior to the holiday start date, full payment is required.

If the holiday is booked within 21 days, payment will need to be by credit or debit card over the phone and the card must be presented, along with a form of photo identification, before caravan keys can be issued.

Pricing

All pricing is subject to promotional availability at the time of booking your break. We guarantee that the price shown and agreed on your confirmation of booking for the caravan accommodation, party size and insurance, plus any supplements, is the amount payable by you.

We reserve the right to raise or lower our break prices and other charges at any time before booking. Prices in this brochure are valid for at least 30 days after the print of this edition of the brochure. Please note that all prices shown are inclusive of VAT at 20%. We reserve the right to amend the VAT element of the prices in the event of a change in rate of VAT.

Prices for Butlins Holidays will fluctuate throughout the day based on the demand for that particular holiday, in that particular grade of caravan accommodation and on that particular resort. Therefore, when calling or going online prices may change. If customers book their holiday very close to arrival then this will occur on a much more frequent basis. Therefore, it is advisable to book early. Customers are reminded that the prices displayed in this brochure are for example purposes only, they are subject to change and may go up or down in response to changing market pressures. Prices given are only valid at the time of booking. Any quotation obtained prior to booking is subject to change.

Minimum Price of Holiday The minimum price for any holiday, excluding any food packages or any insurance policies, must be £50. This includes bookings using Customer Care discount vouchers.

Caravan Accommodation Prices Our prices are calculated per caravan and vary depending on the size of the caravan. The caravan accommodation prices quoted are for up to 6 people sharing and the price does not change if there are less people staying in the caravan. Additional people, up to a maximum caravan occupancy of eight, (which is dependant on the manufacturers recommended occupancy of the caravan), will be charged for at the current brochure price. All caravan accommodation is self catering.

Dining packages When available, one of our dining packages can be added to your booking. This is subject to availability. Dining packages may be restricted to certain caravan accommodation grades, holiday breaks and to certain times of the year, please ask at the time of booking. Prices are per adult and per child per day, infants are free. For pricing purposes, Adults are classed as age 15 or over, Children are aged between 2 and 14 and Infants under 24 months. Dining packages if required have to be added to all guests on your booking and for the full duration of your break.

Offers and Promotional Availability

Butlins offers are subject to limited promotional availability. Due to the increasing popularity of Butlins breaks, offers can run out from time to time. In this instance, we will be happy to assist in finding an alternative holiday. Please quote the applicable offer code, as this will help us to find the best price and offer available.

Butlins Premier Club

Please note that all caravan holidays fall outside of the Butlins Premier Club scheme and as such do not count towards Premier Club holidays or Premier Club membership. As a result guests staying on the Caravan Village will not receive any on Resort Premier Club member benefits.

Arrival and Departure Times

Your caravan accommodation keys will be available on the day of arrival, as follows:

Gold Plus 14:00

Gold 15:00

Silver 16:00

However, you may use all other facilities on your arrival day, before check–in. Please bring your confirmation of booking. Fully paid caravan accommodation will be held until 8am on the day following the date your break was due to commence. A meal will be available for guests with a dining plan arriving at their allocated restaurant prior to 7.30pm on their arrival night. We are unable to cater for those guests arriving after this time – no refunds will be given for meals missed due to late arrival. On your departure day, we ask that you vacate your caravan accommodation by 10am and return your keys to the Caravan Village Reception or leave them at the resort entrance. You are welcome to use the other resort facilities until 12pm on your departure day.

Club Membership

When you confirm your booking contract (reservation), you are also applying for membership of the Butlins entertainment club, which is a legal requirement in order to use certain facilities. Personal details, including home address and age, must be correct. All adults booked must appear on the Electoral Roll at the address given on the booking without exception. If you or your guests fail to provide this information, we reserve the right to terminate the contract without recompense. Please see Data Protection information.

Children

Children aged eight years and under may not be left alone without full adult supervision. Services/facilities for children over five years are not child care facilities. Whilst every care is taken, children remain the responsibility of parents or guardians at all times, in all the facilities listed in this brochure. Butlins will not accept bookings for parties with more than six children under 15 years old per adult. At least one adult must occupy each unit of caravan accommodation.

Pets

Pets are not permitted in the main Butlins resort. Assistance dogs are accepted by prior agreement. Caravan Owners or guests who wish to bring their pet dog or cat should contact the Skegness Caravan Village Reception to make arrangements at the time of booking, however, we are unable to guarantee the availability of suitable caravan accommodation. Dogs and cats are restricted to the Caravan Village and are not allowed in the main Butlins resort. Ask the Caravan Village Reception team (Tel: 01754 614444) which dog breeds are not permitted. Butlins reserves the right to refuse any animal considered dangerous.

We Need to Know

  • Your name and address.
  • Prior to your arrival, the names and addresses of all members of your party. If we do not have this your party may be refused entry to the resort. This is a legal requirement to allow membership of the Butlins entertainment club and the use of the range of activities and facilities whilst on your break.
  • Ages and relationships so that we can allocate the most suitable caravan accommodation.
  • Whether any of your party have restricted mobility or access requirements – see Guests with Special Needs section.

Only the guests listed on the confirmation of booking may occupy the caravan accommodation. If any other person/persons are found in occupation, Butlins will terminate the contract, the guests and unauthorised persons will be asked to leave the resort immediately, and refunds will not be given.

Health and Safety

For the safety and wellbeing of our guests, not all facilities are available to everyone and height restrictions do apply on all our rides and activities.

Splash Waterworld In Splash Waterworld, all non–swimmers under 14 years old and children aged 8 years old and under must be accompanied by an adult. Only competent swimmers may use certain flume rides. Please be aware that loose items, including goggles, bracelets and necklaces cannot be worn on the flumes.

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, please check with your resort. Rides are subject to weather conditions.

Butlins 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.

Contagious Diseases Should Butlins become aware, or have reasonable grounds for suspicion, that a guest has contracted a contagious disease that has the potential to infect a large number of people quickly, they and their party will be required to leave the resort. If this is not possible, then restrictions will be placed upon their activities and movements in order to prevent the disease being transmitted to other guests. We are unable to offer any refund in such circumstances and strongly recommend that guests obtain suitable holiday insurance prior to travel to cover any such eventuality.

Proof of Age May be asked for when buying alcohol on resort. The only accepted forms of ID are photographic driver’s licence or passport.

Venue Capacities Butlins 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.

Guests with a Disability

If you have special requirements, please let us know at the time of booking. We will do our best to meet these requirements but they cannot always be guaranteed. If your special request is a necessity for you to be able to take a break, or any member of your party has restricted mobility or access requirements, please contact the Caravan Village Reception team on 01754 614444.

Please note that ownership is on the guest to inform us at the time of booking of any special requirements, so that we can advise on the suitability of caravan accommodation available. No caravan accommodation is at ground level.

In order for Butlins to provide you with full information of what is available on resort and to discuss your specific requirements and needs, call the Caravan Village Reception team on 01754 614444.

Dialysis Facilities Close to Resort

For dialysis treatment while on holiday at Butlins, Skegness resort contact Beacon Medical Practice on 01754 897000.

Royal National Institute for the Deaf – Typetalk

We welcome enquiries from RNID Typetalk, the national telephone relay service for the deaf, deafened, hard of hearing, deaf-blind and speech–impaired people. For further information on this service, contact by telephone 0808 808 0123, Textphone 0808 808 9000, or email: informationline@hearingloss.org.uk. Website: http://www.actiononhearingloss.org.uk/

If You Have a Comment

If you are dissatisfied with any aspect of your holiday whilst on resort, please speak to the Team Leader or Manager responsible for the area concerned. If they are unable to resolve the issue, then please speak to the Caravan Village Reception team. They will endeavour to help you immediately so that you can enjoy the rest of your stay. 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.

If, at the end of your holiday, you feel that we have not provided a satisfactory solution, the lead guest should write to the Resort Director at 1 Park Lane, Hemel Hempstead, HP2 4YL or via email to feedback@butlins.com.

Please submit any written comments within 28 days of returning from your break so that we may properly review and reply to your feedback. Please write your holiday reference number on your letter and include your telephone numbers.

General

Please show consideration to other guests and Butlins 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, their contract may be terminated and they and their party will be asked to leave the resort immediately (without refunds).

Contracts will also be terminated if Butlins has a reasonable suspicion that any guest has committed, or intends to commit, an offence.

Please treat your caravan accommodation with care and respect. It may be inspected at the end of the holiday. You will be held responsible for any damage caused during your stay. Damage to your caravan may also result in the termination of the holiday with no compensation.

On departure, please leave your caravan in a clean and tidy condition. Check your caravan carefully prior to departure, as we do not accept liability for items left behind. We reserve the right to charge you, during or after your stay, for any loss or damage to our property.

We reserve the right to enter caravan accommodation at any time and for any reason, to ensure the safety and wellbeing of all of our guests.

Cars are parked at owners’ risk at all times on the Caravan Village and main Resort.

Butlins reserves the right to require any guest to be interviewed by us, on Butlins premises, to enable us to look into instances of damage or nuisance to Butlins property or guests. Any person who refuses to comply, without a reasonable excuse, will be treated as having terminated their contract. They and their party will then be asked to leave the resort immediately and refunds will not be given. We reserve the right of entry to our resorts, and the right to refuse entry to our resorts without notice.

Guests are advised not to bring electrical appliances to any resort. If guests do so, they use the equipment at their own risk. Please be aware that some entertainment shows use strobe lighting. The availability of some outdoor facilities and entertainment may be affected by adverse weather conditions.

Filming and Photography

Due to the popularity of Butlins, we get requests from TV and other companies to film/photograph on resort, many of which we accommodate. We also take our own Butlins promotional films and photographs on the resorts throughout the year.

Please be aware that photographic shoots and/or filming may be in progress during your holiday, and ensure that you are aware of the positioning of cameras at all times. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs.

Bookings Taken for Major Public Holiday Periods

Please note that all bookings taken for major public and bank holiday periods are subject to a maximum group size of eight. Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made. If you or your guests fail to provide this information, we reserve the right to terminate the contract without recompense. Groups of nine or more persons should speak to our Caravan Village Reception team on 01754 614444 and provide the full names and addresses of all party members, who will then contact the relevant director for approval. Butlins reserves the right to terminate the contract of any guests found to be in breach of this requirement without notice and would require the guests to leave the resort without refund of monies paid. All adults booked during the above periods must appear on the Electoral Roll at the address given on the booking.

Wristbands

On selected breaks, as one of our safety measures, we operate a wristband policy. These are issued to guests at check–in. It is your responsibility to ensure that you look after and wear your wristband at all times whilst on resort. Guests without wristbands will be refused entry to venues and may be required to leave the resort without refund. Should you lose your wristband, please contact the Caravan Village Reception – there is a charge for replacements issued.

Alcohol

For the safety, wellbeing and enjoyment of all our guests, we do not allow guests to bring excessive quantities of alcohol onto the resort. The quantity that is deemed to be excessive will be at the absolute discretion of the resort Team. Where excessive quantities of alcohol are/have been brought onto the resort, then the alcohol will be removed and returned only at the end of the break. Where repeated attempts to breach this condition are made, Butlins reserves the right to terminate the contract without notice and without refund of monies paid.

Smoking Policy

Smoking is not permitted in any buildings, caravans or caravan accommodation. In the event that we find that you have been smoking in your caravan, we reserve the right to charge you with a cleaning fee of £75.

Group Bookings

All group bookings in excess of 10 persons are accepted subject to the approval of the Resort Director. Members of the same family and/or friends who are previously known to each other, or travelling together, or reside at the same address, will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made.

Butlins is committed to ensuring a safe and secure environment for all its guests. The lead booker for any group booking may be required to agree to and sign a code of conduct on the behalf of the group and to provide credit card details, as security, in the event of any damage caused as a condition of entry.

Butlins Holiday Rating System

This ratings system is designed to ensure that you spend your holiday with guests with similar tastes and needs, so ensuring that the atmosphere is right for you. Activities and entertainment will vary according to which rating of break you have chosen.

Family breaks are for families with children of all ages. They feature child–friendly entertainment.

Live Music Weekend breaks are just for adults and feature themed entertainment – you will find no children on these breaks in the entertainment venues.

Family Breaks (U) and Live Music Weekends (18) Booking Policy

To ensure that the correct atmosphere is maintained for each different break, we have a booking policy for each rating.

Family breaks: In order to achieve a friendly, family atmosphere, Butlins will not normally accept bookings on our family breaks from all adult parties:

  • Of four or more whose members are aged predominantly 16 to 21
  • Of eight or more whose members are aged predominantly under 30
  • Single persons who are not part of a family group

Live Music Weekend breaks: No one under the age of 18 will be allowed onto the main resort, proof of age will be required on resort. We reserve the right to refuse to serve guests without ID who look under 21 years. Groups with more than 20 members aged predominantly under 30 should give their details and obtain our specific approval prior to booking. Hen/stag parties are discouraged.

Please note: References to “with this brochure”, or similar wording, also refer to “within this website”.

November 2013