Couple says hotel pool fees added nearly £350 to easyJet holiday
A British couple paid £2,150 for an all-inclusive week in Marrakech and later learned the hotel charged £24 per person per hour for its pool. The booking site listed the pool among facilities without noting the extra cost.
A couple from Cambridgeshire booked a week-long all-inclusive stay at the Jaal Riad Resort Hotel in Marrakech through easyJet Holidays for £2,150. They selected the property after seeing its pool and spa featured on the booking page. Upon arrival they were told the heated pool cost £24 per person per hour, the Jacuzzi £24 for 20 minutes, and the hammam £16 for 20 minutes.
None of these charges appeared in the online listing.
Booking terms and disclosure easyJet Holidays directed the couple to a line at the bottom of the facilities list that stated charges may apply. The couple said they would have chosen a different hotel if the fees had been shown before purchase. A consumer lawyer told the newspaper that the facilities were marketed prominently while extra charges were not clearly disclosed, which could breach the Digital Markets, Competition and Consumers Act 2024.
Company response easyJet Holidays stated it aims to make clear that hotel facilities may carry additional charges and said it was reviewing the page wording. Three weeks later the listing remained unchanged, the company added. The operator later offered the couple a £500 goodwill payment.
The newspaper noted that resort fees and similar add-ons can increase holiday costs by up to £50 per person per day at some properties.
