Colin Newton and his wife Paula left Butlin's in Skegness, Lincolnshire, after just one night of a three-night stay, claiming their room was in a revolting state. The couple, both 63 from Heanor, Derbyshire, said they could 'smell sick' as soon as they entered the room after checking in at 4pm.
Stains and failed cleaning attempts
The Newtons reported dried vomit 'on the carpet, up the skirting board and up the wall'. Staff attempted to clean the room while the couple ate, but when they returned the vomit remained. A cleaner later removed it, but then Paula found 'thick lumps of chocolate' on the curtains. The couple were told someone would change the curtains the next day.
In the twin bedroom, Paula was 'sobbing' after finding brown marks on the beds. Colin, a former police officer of 32 years, said: 'I would say suspected faeces. I have no idea if it was faeces or chocolate as I wasn't getting down to examine that.' He later lifted a pillow and saw blood on the bed, stating: 'I've seen my fair share of blood and I know what blood looks like.'
Further issues and departure
The double bed had sand and biscuit crumbs, and the quilt cover was ripped. After reporting the issues, the couple waited for fresh bedding until 11.30pm but no one came. The sofa had 'sticky Haribos' and crumbs between cushions. They stripped the double bed but found a yellow stain on the quilt, so they slept on the bare mattress. They decided they 'couldn't bare to stay' and checked out at 8am, just 16 hours into their stay.
Butlin's initially offered a £41.50 refund, then increased it to £83 as a gesture of goodwill. A spokesperson said: 'We're very sorry to hear about this guest's experience during their stay at our Skegness resort. This falls well below the standards we expect and is not the experience we want any guest to have. As an apology, the guest was offered a gesture of goodwill.'
Refund and complaint
Colin rejected the offers, saying the unhygienic state prevented them from enjoying any part of the holiday. Butlin's then offered a full refund on July 22. The couple said they will never return to Butlin's and made a complaint to East Lindsey District Council. A council spokesperson said: 'The Council has received a complaint and is investigating accordingly. The Council has a statutory duty to investigate complaints.'
