Butlin’s asked family to leave on Christmas Eve because their children were sick

A family claim they were kicked out of Butlin’s on Christmas Eve because their children were sick.

Mum Jess Underwood had planned to spend the festive period at the Minehead resort with partner Stephen Griffiths, their five kids and another family of four.

But she says their trip turned into a nightmare when two of their kids fell ill and then staff told them to leave.

Jess said she and her family were forced to travel home to Penzance, in Cornwall, in the middle of the night and then had to find somewhere to eat on Christmas Day because they had no food in the house.

Butlin’s policy section states if a guest has a contagious disease or illness they will be required to leave the resort, however a spokesman said the family will be offered a full refund.

Jess told Somerset Live. "When two of my children were sick in the night after we arrived I asked for clean sheets and some blankets because it was cold.

"They said someone would get back to me but no-one did.

"I asked for some help again in the morning but again no-one called us back or gave us the clean sheets we needed. Two of my children and I had to sleep on the sofa because we could not change the sheets.

"They left us hanging all day the next day until 4.30pm before they told us we had to leave immediately. They still charged us for a whole day before kicking us out even though they’ve known since the night before that the children had been sick.

"No-one even asked after the children to see how they were. We were told we had one hour to get out then they had security guards escort us as if we had done something wrong.

"It was appaling. Butlin’s behaviour was utterly disgusting."

Jess now vows her first trip to Butlin’s with children Summer, 10, Brooke, nine, Alyssa, six, Zailah, three, and Konnor, four, will be the last.

She added: "We had taken a small Christmas tree and all the presents up there with us because we were supposed to spend Christmas at Butlin’s.

"We had to put everything back in the car in a rush and drive home to Penzance in the middle of the night and put everything back together at home in time for Christmas.

"We had to find somewhere to eat at the last minute because we had no food in the house as we were supposed to eat at Butlin’s and still paid the whole week for the catery.

"The children were so upset. They still remember it and talk about how we were kicked out of Butlin’s. What happened is outrageous."

Jess’s friend Roxanne and her family also left at the same time as they didn’t want to be left on their own at the resort.

The policy section of Butlin’s website confirms it is their right to evict anyone who falls sick on their premises.

It reads: "Should Butlin’s become aware, or have reasonable grounds for suspicion, that a guest has contracted a contagious disease or illness that has the potential to infect a large number of people quickly; they and their party will be required to leave the resort."

A Butlin’s spokesman told Mirror Online: “The first record we have of contact from the Underwood family was between 9.30 and 10am on December 24, when they informed us that some of their party were suffering sickness.

“We advised the family that we would notify our housekeeping team. Our team made repeated attempts to call the family throughout the day to discuss next steps but were unable to make contact.

“At approximately 3.15pm on December 24, the family contacted us again to say three members of their party were now suffering with sickness.

“Because we have to consider the welfare of all our guests and our team, where we believe any guests are suffering with an illness that could spread, we do regrettably ask them to leave.

"In this case, after the Underwoods contacted us again we spoke to them, assessed the situation and explained that we would need them to leave.

"We would only offer to quarantine guests in their room overnight if they informed us they had no means of travelling, and that wasn’t the case.

“We certainly didn’t put any pressure on them to leave immediately, nor did we escort them off resort. It’s our understanding they eventually left early in the evening.

“We refunded the Underwoods for the remainder of their break. Friends of the Underwoods, who were not unwell, also wanted to leave at the same time – we refunded them also.

“Clearly this was not something we would wish for any guests at any time, but particularly on Christmas Eve.

"We hope the family members who were ill are now feeling better and we’re sorry that the delay between them contacting us in the morning and the decision to ask them to leave later that day exacerbated a very upsetting situation.

"With that in mind, we will be contacting the Underwoods so that we can express our apologies personally and arrange a full refund for them.”

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