The family, who live near the resort, said they were “giving Butlin’s another chance” after a previous visit fell below standard. But the second trip was also spoiled when the family found a cockroach in their room, James said. “I called the accommodation team and told them we were not happy to be in the room, but we were told there were no rooms available. Following the trip, James contacted the Butlin's complaint team demanding a refund however said he is yet to receive a response. "We responded directly to James following our investigation and offered a goodwill gesture.”