Wellness Retreat Without the Wellness
EasyJet Holidays customers have been left devastated after arriving at a £1,070 wellness retreat in Crete only to discover the spa facilities they had been promised were nonexistent. The holidaymakers, who booked a week at the Vasia Sea Retreat in Sissi, Crete, have turned to a consumer champion for assistance after their ordeal.
The couple, writing to the Guardian, explained their disappointment: "We returned last month from an easyJet Holidays break at a 'wellness retreat' with prominently advertised spa facilities, which turned out not to have any spa facilities whatsoever." They had specifically chosen the retreat because the husband needed access to a gym at least twice daily for rehabilitation from a serious knee injury, while his wife was keen on pool and pilates classes.
Sister Hotel Closed for Refurbishment
Upon arrival, they discovered that the spa, gym, and fitness classes were actually located at a sister hotel, which was closed for refurbishment. They were offered alternative facilities at two other hotels, but these required a round trip of an hour, with the gym at one location and the spa at another, making it impractical.
The couple had paid £1,070 for the week-long retreat, expecting full access to wellness amenities. The lack of facilities severely impacted their holiday, particularly for the husband's rehabilitation needs.
EasyJet Holidays Responds
EasyJet Holidays, which operates flights from Birmingham, acknowledged the issue. A spokesperson said: "We are committed to working closely with our hotel partners to ensure facility information is clear and accurate. We have since updated our website to make it explicit that the spa and fitness facilities are located at Vasia Resort and Spa, which is open."
The company also provided guidance on how to complain: "We're really sorry if you feel you need to. But if you've recently returned and you do, then please fill in our contact form with all the details we ask for and need. We'll do our best to respond to your complaint within 28 days. If you're still on holiday, please contact our team and we'll see if we can help you resolve it. It's important that you give us the earliest opportunity to put any issues right during your holiday, so that you can enjoy your holiday to the full. And because if you only complain once you've returned home it may affect your rights under your booking."
Consumer Rights and Next Steps
Consumer experts advise that holidaymakers who do not receive the advertised services may be entitled to compensation. The couple's case highlights the importance of checking that facilities are available before booking, especially when amenities are a key reason for choosing a particular retreat. EasyJet Holidays' updated website now clearly states the location of the spa and fitness facilities, but for those who booked before the change, the misrepresentation could be grounds for a refund or partial compensation.
