Things don't always go to plan in the hospitality industry, things go wrong, guests have high expectations when they're spending hard earned money on their quality family time. But good customer service can turn a problem around. It doesn't have to be about compensation,

Sometimes just the admission of failures and an apology, with a promise to fix things is all it takes. But @Butlins put up barriers to any form of customer service, having no one people can visit to discuss an issue. Their refusal to make engagement easy leads to problems

@coastertouring Hi Marcus, we're so sorry to hear this. Please send us a DM. - Malihah

@Butlins @coastertouring It's not just Marcus. We've tried reaching our to duty managers, guest services and even the social media team managing @butlins account. We don't get the sense that anyone really wants to help or sort things out when it's clearly not working.