A couple from Cambridgeshire reported unexpected charges during their recent all-inclusive holiday in Marrakech booked through easyJet Holidays, highlighting ongoing concerns about undisclosed fees in travel packages. The pair paid £2,150 for a week-long stay at the Jaal Riad Resort Hotel, selecting the property largely for its advertised pool and spa facilities. Upon arrival, they were informed that use of the heated pool would cost £24 per person per hour, the Jacuzzi £24 for 20 minutes, and the hammam £16 for 20 minutes—charges that were not clearly disclosed during the booking process.

The couple, who had planned to use the pool regularly, declined the additional fees, which could have totaled nearly £350 for daily use. They expressed frustration that this significant extra cost was only mentioned in fine print at the bottom of a lengthy list of facilities, with no prominent explanation or clear indication that such charges would apply. EasyJet Holidays initially rejected their complaint, pointing to a line stating that some facilities “may” incur fees, but no specific amounts were provided in the booking details.

Consumer advocates caution that such hidden charges, often referred to as resort or facility fees, can substantially increase the overall cost of a holiday. These fees are sometimes imposed regardless of usage and can include other costs such as tourist taxes or charges for upgraded amenities like Wi-Fi or sun loungers.

Legal experts say the lack of transparent pricing may breach recent consumer protection legislation. Gary Rycroft, a lawyer specialising in consumer rights, cited the Digital Markets, Competition and Consumers (DMCC) Act 2024, which requires businesses to disclose material information that could affect consumers’ decisions before entering contracts. He noted that prominently marketing facilities while failing to disclose user fees upfront could be considered misleading.

EasyJet Holidays responded by stating it always aims to communicate that hotel facilities may involve extra charges. The company said it was reviewing the webpage to better highlight these fees. Despite this, the relevant page still showed no changes three weeks after the complaint was made. To address the situation, easyJet offered the complainants a £500 goodwill payment.

As travel bookings ramp up ahead of peak holiday periods, this case underscores the importance of carefully reviewing terms and conditions to avoid unexpected costs. Travelers are advised to scrutinise all details and ask providers about any potential supplementary charges before finalising reservations.