We returned for the second year during the Christmas and New Year period, to celebrate our daughter's birthday but this will be the last time we go to Butlins. The first time we stayed at their Shoreline Hotel which was nice enough but this time we decided to book an appointment at the new Wave Hotel. We arrived there to find the hotel's car park completely full and were directed to the overflow car park at no time were we instructed to drop off our luggage etc. When we finally parked up we then had to walk around the site to the hotel. Considering this is their new hotel it was an extremely poor set up. Check in was ok. When we arrived at the appointment first impressions were boy this is lovely. Upon closer inspection it wasn't so good, the tap was broken in the bathroom and was repaired very quickly when we reported it to reception. The light shade in the dining area was so thick of dust you could write your name in it, there was food under the sofa, the headboard light in the main bedroom didn't work, one of the reading lights in the main bedroom had a piece missing and was exposing wires. We reported this to reception and we later found out that this was not logged and no one bothered to repair it! Not impressed with that.
During our stay the fire alarms went off 3 times, once in the middle of the night. As we walked down the stairs we were met by one of their receptionist who was physically shaking as he vacated the hotel. Whilst trying to find out what was going on I asked a female member of staff and she responded by saying "I don't know I work in one of the other hotels". Surely they all work from the same procedures?? The fire brigade was not even called. It was well over an hour later we were able to go to bed only to be woken up at 8am by yet another fire alarm.
The staff in The Deck were brilliant
We found one of the Redcoats to be extremely rude and obnoxious. She certainly had an I'm more holy than thou presence about her and looked down at us.
We were literally lied to by several members of staff and as a consequence would never return here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.