A traveler booked an EasyJet Holidays vacation package, and was angry when he found out just how many fees the hotel had, including an alleged $32 fee per person per hour for use of the heated pool. At first I was livid when I read this story, but the more I look into it, the more I’m on the fence…
In this post:
Traveler furious over cost to use amenities at hotel in Morocco
The “Consumer Champions” section of The Guardian has a story that piqued my interest:
My partner and I paid £2,150 for a week’s all-inclusive break in Marrakech with easyJet Holidays.
We chose the Jaal Riad Resort Hotel because of its pool and spa. When we arrived, we were told that use of the heated pool cost £24 a person an hour, the Jacuzzi £24 for 20 minutes, and the hammam was £16 for 20 minutes.
Nowhere were these extra fees listed when booking. EasyJet Holidays rejected my complaint and referred me to a line buried at the bottom of the list of facilities that said 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.
The Guardian concludes that this is potentially unlawful, given that these amenities were prominently marketed as part of the holiday experience, and extra charges were not clearly disclosed.
In a statement, EasyJet shared that “we always strive to make it clear that use of hotel facilities may incur additional charges.” The company claimed it was reviewing the description to “further highlight that the use of the spa facilities is chargeable,” and it also offered a £500 goodwill payment, but presumably only because of the publicity this got through The Guardian.
Is this story really as ridiculous as it sounds?
When I first read this story, my jaw was on the floor. For one, charging to use the pool? That seems ridiculous. Furthermore, the prices are next level — $32 for using the pool for an hour, $32 for 20 minutes in the jacuzzi, and $22 for 20 minutes in the hammam?!
However, I think there’s a little more to this story. The story specifically mentions how there’s a fee to use the heated pool, without mentioning that there’s also a non-heated pool.
Based on my research — and honestly, this isn’t easy, because the hotel’s website has very little information — it seems that what’s going on here is that there’s an unheated outdoor pool, and a heated indoor pool. The indoor pool seems to be part of the spa facilities, as are the hammam and jacuzzi.
While I wish it weren’t the case, it’s not at all uncommon for hotels to charge for use of the spa facilities, even for hotel guests. Perhaps what I find most offensive here is the pricing — I don’t know where on earth they’re coming up with these amounts, because they’re ridiculous.
Based on the hotel’s website having such little information, it sure seems to me like this is a hotel that’s primarily looking to fill rooms through online travel agencies and vacation packages. And that also certainly creates a system whereby they’re maybe more incentivized to see how much revenue they can get out of each guest, rather than offering the best experience possible, in hopes of getting return guests.
The truth is that in general, hotels don’t do a great job disclosing which experiences cost extra, and which are included. I’ve certainly stayed at some hotels costing $1,000+ per night, where I’m then asked to pay extra to use the spa pool, for example, even though that’s not explicitly stated on the hotel website.
Am I a fan of that practice? Of course not. However, I also don’t find this to be that out of the ordinary. Of course no one wants to swim in an unheated pool in Marrakech in winter. But I also think that travelers should do their research when it comes to what they can actually expect from a hotel, before booking. One should never assume that spa facility access is included with bookings.
Bottom line
A traveler booked an EasyJet Holidays vacation package to Morocco, only to be frustrated after finding out the cost to use various amenities — we’re talking $32 for using the pool for an hour, $32 for 20 minutes in the jacuzzi, and $22 for 20 minutes in the hammam. Those prices are wild… but they seem to be part of the spa facilities, and it’s common for those things to cost extra.
I absolutely do think this hotel is intentionally ripping guests off by charging insanely high fees for these things, as it doesn’t seem like they get many direct bookings. So while I’m not at all a fan of that practice, and while I wouldn’t want to stay here, I think this is also a good reminder that one should never assume that all hotel amenities — and especially spa facilities — are included with stays.
Of course I can totally see how this could ruin a vacation, if you’re going to Morocco in winter with the intent of using a pool, only to end up in this situation.
What do you make of this EasyJet Holidays hotel situation?
I have a general policy for those unspecified "surprise" charges that are becoming so common. If a hotel charges them (parking is the worse and most common) I simply leave the hot water running for my entire visit. I think of it as an unspecified charge of my own that is buried in my fine print somewhere.
Hmm. One could also question the rates for using other spa amenities.
I’m no expert, but a heated, indoor pool in a hot climate surely = spa and is very likely going to cost extra?
As Ben notes in the piece, it was a winter trip, which can get pretty chilly, from very cool in the days to downright cold in the evenings, so not sure if a reasonable person would conclude that means the heated pool is a spa.
"Based on my research — and honestly, this isn’t easy, because the hotel’s website has very little information "
"But I also think that travelers should do their research when it comes to what they can actually expect from a hotel, before booking"
Don't those two statements somewhat contradict each other? You, a seasoned traveler to the nth degree, had real trouble figuring out the truth here. Seems like it would have been hard for Mr and Pa Kettle to do the same
Don’t let the splinters get you from sitting on the fence on this one!
HA! Thanks for this. Adding to this to my list of clever responses.
When will the English ever learn that "all-inclusive" does not mean that everything is included in the price? Fine print, dunderheads. Read it.
"...all-inclusive" does not mean that everything is included..."
That's like saying "'all-inclusive' does NOT mean 'all-inclusive,' it just means 'semi-inclusive.'"