A SOMERSET mother has received an apology and refund from Butlin’s after she cut short a family holiday at the Minehead resort, claiming that her 10-year-old daughter was attacked by fleas and faeces were found on a mattress.

Lisa Gray, a nurse from North Petherton, said her daughter Hannah woke up on their first morning “with a few bites on her leg”. When she woke on the second morning “pickled with flea bites” a sofa in the room was found to be “totally infested with fleas”.

The family left Butlin’s that day and Hannah was off school for five days following a visit to the doctor.

Recalling her ordeal on social media, Lisa said that after calling customer services on the first morning the mattress was replaced and she was given £35 to spend in the resort.

On the second morning, after the increased flea attack, they were offered an alternative room, but declined, fearing that they might take fleas with them.

Lisa said she was offered a refund on the accommodation, minus facilities and entertainment charges, which worked out at around £64 per unit. When Lisa declined this, she was told she would not get a full refund.

“My argument was that our whole holiday had been ruined and my daughter was so uncomfortable with the bites that what we paid for the holiday should be refunded. Hannah needed three lots of medication for her reaction.”

Lisa said she then received an email from a Butlin‘s guest solutions representative, which has been seen by the Free Press. It reads: “I understand that you remain disappointed with my response. However I have been the person managing your concerns and I have investigated this fully.

“I do feel that all of your comments have been addressed appropriately and this is a full and final response, any further correspondence requesting an alternative outcome will not be replied to.”

It continued: “Please be advised that, I am the highest point of contact for your concerns and am confident they have been adequately addressed. We are not regulated by a governing body nor an Ombudsman.”

Later, however after TV media exposure of the family’s ordeal, Butlin’s issued an apology and offered a full refund.

In a statement, Butlin’s said: “We’re really sorry for the experience that Lisa and her family had on their recent break. This certainly isn’t the high standards we expect our guests to receive when they holiday with us.

“As soon as we were made aware we changed the mattress, offered alternative accommodation, and can confirm the room has been fully fumigated since the family’s departure.

“We’ve been in contact with Lisa to apologise and have offered a gesture of goodwill, which she has accepted.”

Lisa added: I’ve been to Butlin’s before and never had any issues but I’m not just complaining about the food being cold or something like that. My daughter has had a very serious reaction and nobody really seemed that bothered.”

“I will not be booking another Butlin’s holiday.”