A British couple's dream holiday to Marrakech was left in tatters after discovering a £350 pool fee shock, adding hundreds of pounds to their already-paid £2,150 all-inclusive package. The Cambridgeshire pair selected the Jaal Riad Resort Hotel for its advertised pool and spa facilities – but were hit with unexpected charges when they arrived.
The couple was told they would face a £24-per-person-per-hour charge to use the heated pool, as well as £16 for a 20-minute hammam session and £24 for a similar-length Jacuzzi visit. These costs, not disclosed at booking time, would have totalled nearly £350 for daily pool use – an expense they couldn't afford.
The pair's initial complaint to easyJet Holidays was rejected, with the company pointing to a small-print note stating that charges 'may apply'. But critics argue that the hotel's prominent marketing of its pool facilities without clear asterisks or disclosure amounts to deceptive practice – potentially violating new consumer protection laws.
Consumer lawyer Gary Rycroft warned that such practices could be unlawful under the DMCC Act, which requires businesses to disclose all material information affecting a purchase decision. easyJet Holidays has since offered the couple £500 and pledged to update their website description, but three weeks on, it remains unchanged – leaving questions about the company's commitment to transparency.
This incident highlights a wider issue of 'hidden charges' in the travel industry, where additional fees can include resort fees, tourist taxes, and costs for upgraded amenities. UK holidaymakers are advised to meticulously review all terms and conditions before booking – and to directly contact hotels or tour operators to confirm costs associated with advertised facilities.
When planning your next holiday, scrutinise fine print for mentions of extra pool charges and other undisclosed fees. Consider contacting the hotel directly to clarify costs – especially for amenities influencing your booking decision. Travel insurance typically won't cover such unexpected charges, so it's essential to understand all potential expenses before booking.