A group of families from Ashford have spoken of their shock after being denied entry to a popular British holiday resort – because they are not on the electoral roll.

Sophie Howes, 29, from Orchard Heights, had booked a holiday to Butlin's in Bognor Regis with her partner, children and seven other families.

But despite making the booking back in January this year for a four-night stay, the group of 12 adults and 20 children were only told two weeks ago that they were unable to go.

Sophie said: "We booked the holiday back in January, had a confirmation email on November 11 and they requested the final payment.

"Then two weeks later we had a letter saying it had been cancelled. We were told we would be given our money back and that was that.

"I was so shocked, but also very upset. I can’t believe they have let us down last minute like this. We had all bought new clothes and had been looking forward to going all year.

"My children are old enough to know what Butlin's is but they don’t understand why we can’t go.

"They still haven't refunded us so we can't even book anything else."

When Sophie called to find out what was going on, the Butlin's representative explained that it was their policy for British holidaymakers to be on the electoral roll and as some of her party were not, their booking had been cancelled.

She was told the policy was to double check addresses for safety reasons and is clearly stated in their terms and conditions.

She added: "I have contacted a lawyer because it says if you are foreign you just need a passport or driving licence, so why do British people need to be on the electoral roll as well?

"I think they are being over the top, unfair and checking the wrong things."

Jolene Hare, another member of the group, was planning to take her four children, including two-year-old Olbie who has a rare chromosome disorder.

The family had rearranged medical appointments, planned to take his machine and let his doctors know the plans.

She said: "It’s not just booking the holiday, it was preparing everything. Also, my children were saving their money to use on holiday and it was quite upsetting to tell them we’re not going."

A spokesperson for Butlin's said all bookings for their resorts follow a clear and precise policy.

He added: "It has been in place for many years and is readily accepted by the families who enjoy returning each year.

"We will not accept bookings from any UK-based party who is not on the electoral roll. For those who live outside the UK, proof of full residential address is required.

"The enjoyment of our guests and their families in safe and convivial surroundings is always of paramount importance, but even more so in the current climate."