A mother has shared her disgust after she found what she believed was poo smeared on the floor and wall of her room at Butlin’s.
Emily, 23, who did not wish to provide her surname, checked into Butlin’s in Bognor with her three-year-old daughter, who is autistic, on May 18 at around 6pm.
She was shocked by the state of her room when they first entered, believing it had not been cleaned, and was horrified to find what she thought was faeces, possibly from a baby.
Butlin's has apologised for Emily's experience, saying "this falls below the high standards we expect".
The mum said: “I could not believe the state the room was given to us in.
“There were drinks on the floor, bottles of lemonade.
“It was damp and mouldy.
“The main thing was what looked like poo - it did smell like a child’s nappy.
“We could not sleep in that room. It was disgusting.”
Emily immediately contacted staff, she said, and raised the issue.
“I phoned them and kept being told it would be ten minutes, then another ten minutes,” she said.
“They just weren’t very understanding at all.”
Emily spoke to her parents after she was not initially moved, she said, who also contacted Butlin’s.
She said she was eventually moved to a new room at around 11.30pm, more than five hours after they checked in.
“I told them if my three-year-old touched the poo and got ill I would hold them responsible and then they moved us,” she added.
Emily said the family’s new room was “cleaner”, although after their experience she cleaned it herself.
She added that she was contacted by a member of staff the following day and given a £15 Butlin’s voucher.
She said: “I did not get an apology.
“Even being in a cheap room I do not expect to have dirt and poo on the floor.
“I do not want anyone to be in the same situation as me and my daughter.
“I was not expecting that experience.”
A spokeswoman for Butlin’s said: “We're sorry to hear about the accommodation issues this family experienced, this falls below the high standards we expect.
“The guest was offered a move and we're working with our team to address the issues raised."
