A couple's dream 'wellness retreat' in Crete turned into a nightmare when they discovered that the on-site spa and gym facilities, which were crucial for their holiday plans, did not exist. Despite EasyJet Holidays advertising these facilities as part of the Vasia Sea Retreat package, upon arrival, the pair found that the advertised amenities were actually located at a sister hotel undergoing refurbishment.
Staffordshire couple, who had spent £1,070 on the week-long holiday, had specifically chosen the destination for its promised gym and Pilates classes. However, they were forced to travel an hour round trip to access alternative facilities at two separate hotels, which was not only inconvenient but also expensive in terms of time and money.
EasyJet Holidays initially offered a 10% refund of £107, which was later increased to a 'full and final offer' of £160. However, after an intervention from the couple's representative, highlighting the company's obligations under the Package Travel and Linked Travel Arrangements Regulations 2018, EasyJet eventually provided £500 in compensation.
The regulations stipulate that a holiday materially different from what was advertised constitutes a breach of contract, entitling travellers to compensation for the disparity between the holiday paid for and the experience received. Consumers can also claim for 'loss of enjoyment' if promised attractions fail to materialise. EasyJet Holidays has since updated its website to specify that the spa and fitness facilities are located at the Vasia Resort and Spa.