A couple who booked a week-long all-inclusive break in Marrakech with easyJet Holidays for £2,150 were shocked to discover that using the heated swimming pool at their chosen hotel would cost an additional £24 per person per hour. The Jacuzzi was priced at £24 for 20 minutes, and the hammam at £16 for 20 minutes.
The couple, from Cambridgeshire, selected the Jaal Riad Resort Hotel specifically for its pool and spa facilities. However, these extra charges were not mentioned anywhere during the booking process. When they complained to easyJet, the company rejected their grievance and pointed to a line buried at the bottom of the facilities list stating that charges may apply.
“We were planning on using the pool regularly but could not afford it. If we had known, we would have booked elsewhere,” said the customer, identified only as DP.
Hidden charges in holiday bookings
Such hidden fees can significantly inflate the cost of a holiday. Resort fees are particularly problematic, with some hotels charging up to £50 per person per day for amenities, regardless of whether they are used. Other common extras include daily tourist taxes levied through accommodation providers and charges for upgraded Wi-Fi or sun loungers.
EasyJet Holidays prominently features the pool on its webpage for the hotel, with a large photo. However, no asterisk or clear warning directs potential bookers to the crucial caveat: a couple using the pool once daily for a week would face an additional bill of nearly £350.
Even those who read the small print at the bottom of the page would find it unhelpful. The text mentions that facilities are subject to height and weight restrictions, seasonal availability, opening times, and age and dress codes, and only then notes that they “may” attract additional charges—without listing them.
Legal perspective
Consumer lawyer Gary Rycroft argues this practice may be unlawful. “The facilities were prominently marketed as part of the holiday experience, and extra charges were not clearly disclosed before purchase,” he said. “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 defended itself, stating, “We always strive to make it clear that use of hotel facilities may incur additional charges.” The company said it was reviewing the description to “further highlight that the use of the spa facilities is chargeable,” but three weeks later, the webpage remained unchanged. However, easyJet has now offered a £500 goodwill payment to the affected couple.
Advice for holidaymakers
As the holiday season begins, consumers are urged to read the small print carefully to avoid nasty surprises. The Consumer Champions column welcomes letters but cannot respond individually. Readers can email consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU, including a daytime phone number. Submission and publication of letters are subject to terms and conditions.
