A UK seaside resort has been forced to apologise to a family who abandoned their holiday after being met with a « horrific » smell, « mouldy pillows » and « holes in the walls ». The 41-year-old woman from Brighton, who wanted to remain anonymous, took her family to Butlin’s in Bognor Regis for a four-day getaway last month in the hopes of a relaxing stay with a trustworthy and long-standing « British brand ». After shelling out just under £1,100 for two adults and four children, however, she was met with « holes in the walls, peeling furniture, broken lights and stains all over the carpet ».
« It looked like someone had stayed there on an adult weekend and had a fight and smashed up the room, » she told The Argus. The family was eventually moved to a different room, where they were welcomed by a « horrific, vomit-like smell », which they later traced to a drip tray behind the fridge that was « full » of rotting milk.
The 41-year-old also discovered stains and « mould marks » on her son’s pillows and bed linen the morning after they arrived.
« My son has learning disabilities, so something not being clean is horrific for him, » she said.
The family eventually elected to abandon their trip a day early and were given a refund for half of their stay – although they are pushing for a return of the full sum.
« We’re still complaining and they’re still not willing to refund all the money, » the woman said. « I work really hard for my money; you don’t expect to pay a branded hotel more than £1,000 and have to leave early. »
A spokesperson for Butlin’s said: « We’re sorry to hear about the accommodation issues this family experienced during their stay last month.
« This is not the high standard we expect for our guests, and as soon as our team was made aware of the issue, the family was moved to a different accommodation unit.
« As an apology, we provided a refund covering their accommodation, dining and any missed activities, which was accepted while the family was on resort. »
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