A couple's dream holiday turned sour after they discovered a hefty fee for using the swimming pool at their resort, which was not disclosed during booking. The pair paid £2,150 for a week's all-inclusive break in Marrakech with EasyJet Holidays, choosing the Jaal Riad Resort Hotel specifically for its pool and spa. Upon arrival, they were informed that the heated pool cost £24 per person per hour, the Jacuzzi £24 for 20 minutes, and the hammam £16 for 20 minutes.
Hidden Charges Not Listed
Nowhere were these extra fees listed when booking. EasyJet Holidays rejected the complaint, referring to a line buried at the bottom of the list of facilities stating that charges may apply. The couple had planned to use the pool regularly but could not afford it. If they had known, they would have booked elsewhere.
Pervasive Resort Fees
Hidden charges can hugely inflate the cost of holidays. Resort fees are particularly pernicious, with some hotels charging up to £50 per person per day for facilities, whether used or not. Additionally, daily tourist taxes and ancillary fees for upgraded WiFi or sun loungers add to the cost.
EasyJet Holidays prominently features the pool on its webpage for the hotel, with a large photo. No asterisk refers potential bookers to the crucial caveat that a couple using the pool once daily during a week's stay would have to pay almost £350 extra. Even the eagle-eyed who read the small print at the bottom of the page would be none the wiser.
Legal Implications
Consumer lawyer Gary Rycroft states that this is potentially unlawful. "The facilities were prominently marketed as part of the holiday experience, and extra charges were not clearly disclosed before purchase," he says. "Under the Digital Markets, Competition and Consumers (DMCC) Act 2024, businesses must not omit material information that would influence a consumer's decision about whether to enter into a contract."
EasyJet remains defensive. "We always strive to make it clear that use of hotel facilities may incur additional charges," it said. The company later stated it was reviewing the description to further highlight that the use of spa facilities is chargeable, although three weeks later the webpage remained unchanged. It has also offered a £500 goodwill payment.
As the holiday season begins, consumers are advised to read the small print to avoid nasty surprises. We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.
