A couple who booked a £1,070-a-week wellness retreat through easyJet Holidays discovered that the promised spa and gym facilities were not at the hotel but at other locations, requiring a round trip of up to an hour.
Booking and expectations
RC from Staffordshire and his wife booked the Vasia Sea Retreat in Sissi, Crete, for a week in July 2024. He required gym access for rehabilitation from a serious knee injury, while his wife wanted pool and pilates classes. The easyJet website prominently advertised spa facilities, describing a trip to the spa as a must.
Reality at the resort
Upon arrival, they discovered that the spa, gym, and fitness classes were based at a sister hotel, which was closed for refurbishment. They were told they could use facilities at two other hotels an hour's round trip away, but the gym and spa were at different locations, requiring separate trips for each person. Limited spa treatments were available in their room, which they considered a different experience.
Compensation offered
EasyJet initially offered a 10% refund of £107 for frustration, then increased it to £160 as a full and final offer. After RC highlighted the Package Travel and Linked Travel Arrangements Regulations 2018, which entitle travelers to compensation for material differences between advertised and actual holidays, easyJet offered £500. The regulations also allow claims for loss of enjoyment.
Company response
An easyJet Holidays spokesperson said: “We are committed to working closely with our hotel partners to ensure facility information is clear and accurate. We have since updated our website to make it explicit that the spa and fitness facilities are located at Vasia Resort and Spa, which is open.”
