These booking terms and conditions ("Booking Terms") apply to reservations made through www.firsthotels.com, the First Hotels booking engine, the First Hotels app, First Hotels’ customer service, or other digital booking channels operated by First Hotels.
By making a reservation, you confirm that you have read and accepted these Booking Terms and the terms of the rate you have selected.
The booking platform and the booking channels listed above are operated by:
First Hotels Franchise AB
Company registration number: 556580-9422
Correspondence address: Vallgatan 9, 170 64 Solna, Sweden
Email: firstmember@firsthotels.com
For the purpose of these Booking Terms, "First Hotels", "we", "us" or "our" means the legal entity stated above. "The hotel" means the hotel named in your booking confirmation.
First Hotels operates a hotel booking and distribution platform for hotels within the First Hotels chain, including franchise hotels, partner hotels, "by First Hotels" hotels and hotels operated by third parties under or in association with the First Hotels brand. Each hotel is owned and operated by a separate legal entity.
Your agreement for the accommodation and any on-site services is entered into directly with the legal entity operating the hotel. Its identity and contact details are provided before you complete the booking and in your confirmation. The hotel is responsible for delivering the stay, including the room, breakfast, meeting facilities, restaurant, spa and other local services, and for the hotel information it supplies.
First Hotels is responsible for operating the booking channels and processing bookings through them. For payments collected by First Hotels through those channels, First Hotels acts as merchant of record and is responsible for the payment transaction, payment support and execution of refunds due under the applicable rate terms or law. The accommodation is provided by the hotel. If the hotel or another identified party collects a payment directly, this is stated before you pay, and that party handles the transaction and any refund of that payment.
Who to contact:
If you have contacted the hotel without receiving a response within reasonable time, First Hotels’ customer service can help direct your inquiry to the right party at the hotel.
These Booking Terms apply to the reservation of hotel accommodation and related services, including but not limited to:
Additional terms may apply to certain hotels, packages, campaigns, restaurants, spas, parking, conference bookings or group bookings. Any additional terms that apply to your booking will be made available before you complete the booking and included in or supplied with your confirmation, or agreed separately in writing before you are bound.
If an offer constitutes a package travel arrangement or a linked travel arrangement under applicable law, the mandatory rules for that arrangement and any separate terms and statutory information supplied before booking apply. Those mandatory rules prevail over conflicting provisions of these Booking Terms, including the allocation of responsibilities in section 1. Nothing here excludes a responsibility imposed on an organiser, retailer or other trader by those rules.
A booking is binding once you have received a booking number, booking confirmation or other written confirmation from First Hotels or from the booking system.
The confirmation will normally be sent by email within 10 minutes. It states the hotel, the entity operating it, the agreed rate terms, the price, payment arrangements and contact details. If you do not receive a confirmation, check your spam folder and contact customer service before making another booking.
When making a booking, you must provide correct information, including name, address, email address, phone number, arrival date, departure date, number of guests and payment details. You are responsible for ensuring that the information provided is correct.
If you book on behalf of another guest, you are responsible for ensuring that the guest is informed of and accepts these Booking Terms.
You must be at least 18 years old to book a room through First Hotels.
If a room is booked for a guest under the age of 18, the person making the booking, a parent or a legal guardian must stay at the hotel at the same time, unless otherwise agreed directly with the hotel.
The hotel may require valid identification at check-in.
The total price, what it includes and the currency are shown before you complete the booking and are repeated in your confirmation.
The total price includes VAT, applicable taxes and all mandatory charges that can reasonably be calculated in advance. If a mandatory local tax or other charge cannot reasonably be calculated in advance, you will be told before booking that it applies and how it is calculated. Any amounts payable separately at the hotel are clearly identified before booking and included in the displayed total where they can be calculated. Whether breakfast and other services are included is stated for the selected rate.
Optional services purchased locally, such as minibar, restaurant, spa, parking, late check-out, room service and laundry, may be charged separately at the prices communicated when you order them. Damage and extra cleaning charges are addressed in section 21.
First Hotels and the hotel may correct errors in prices, availability or descriptions. A confirmed booking may only be changed or cancelled because of an error to the extent permitted by applicable law. You will be contacted promptly if an error affects your booking. A higher price will not be charged without your agreement.
The available payment methods will be shown during the booking process.
Depending on the rate type, hotel and booking channel, payment may be made:
Payment timing is separate from cancellation rights. A prepaid rate may be refundable or non-refundable. Flexible rates may require prepayment or may use your card to guarantee the booking, with payment collected later. The payment schedule and cancellation conditions for your selected rate are shown before you complete the booking.
By providing payment details and accepting the stated payment arrangements, you authorise the payment recipient identified during booking, using its payment service provider, to collect amounts due under the agreed rate terms and these Booking Terms. This includes any agreed prepayment, cancellation or no-show charge. The payment recipient and any card guarantee or pre-authorisation requirements are disclosed before you complete the booking.
Payments collected by First Hotels are processed through its payment service provider. Your bank or card statement may identify First Hotels, the hotel, the payment service provider or a combination of these. Contact First Hotels if you need help identifying a transaction it collected.
If a required payment fails or a payment guarantee is invalid, First Hotels or the hotel may cancel the reservation in accordance with the agreed payment terms. Where reasonably possible, you will first be notified and given a reasonable opportunity to provide a valid payment method. This does not require acceptance of a transaction where there are reasonable grounds to suspect fraud.
The invoice or receipt for your stay, including VAT and any local charges, is issued by the hotel that delivered the accommodation.
Contact the hotel for the accommodation invoice, VAT details and copies of hotel receipts. Contact First Hotels for confirmation or questions about a payment it collected, including payment status, an unexpected or duplicate charge, or the execution of a refund. A payment confirmation from First Hotels does not replace the hotel’s accommodation invoice.
Payment by invoice is only available where this has been agreed in advance with the hotel, for example under a corporate agreement, and is subject to the hotel’s credit approval and invoicing terms.
Unless a different deadline is clearly stated before you complete the booking and repeated in your confirmation, a flexible rate booking may be cancelled free of charge until 16:00 local hotel time on the day of arrival.
If you cancel after the applicable deadline, or if you do not arrive, you will be charged for the first night.
Individual hotels may apply different cancellation deadlines. The exact cancellation date and time, in local hotel time, are shown before you complete the booking and in your confirmation. The following hotel-specific deadlines apply unless different terms are clearly agreed at booking:
A booking is non-refundable only where this is clearly stated in the rate terms before you complete the booking. Such bookings cannot be cancelled for a refund or changed unless the agreed rate terms or mandatory law provide otherwise. Prepayment alone does not make a booking non-refundable.
The full amount may be charged at the time of booking.
For a non-refundable booking, cancellation, no-show, late arrival or early departure does not normally give a right to a refund. Any exception in the agreed rate terms and any right under mandatory law continue to apply.
Special terms may apply to First Member rates, FirstCoins redemptions, campaign rates, package rates, company rates, conference rates, group bookings and other contract rates.
The specific conditions, eligibility requirements and restrictions are made available before you complete the booking, through the booking process, the relevant offer or a separate agreement, and are included in or supplied with your confirmation.
Where these general Booking Terms conflict with specific terms accepted for a rate, package, campaign or agreement, the specific terms prevail, subject to mandatory law and the package travel provisions in section 2.
Bookings of more than six rooms, or bookings for meetings, events or conferences, may be subject to separate terms and conditions, including separate payment, deposit, cancellation and no-show rules.
A separate agreement accepted for a group, meeting, event or conference takes precedence over these general Booking Terms to the extent of any conflict, subject to mandatory law.
Check-in is usually from 15:00 or 16:00 local hotel time on the day of arrival, and check-out is usually by 12:00 local hotel time on the day of departure. Times vary by hotel. The times applicable to your stay are stated in the hotel information provided at booking and in your confirmation.
If you expect to arrive later than 16:00 local hotel time, your booking must be guaranteed with a valid payment card or by prepayment where required.
Where the booking terms disclosed before booking allow an unguaranteed room to be released at 16:00 local hotel time, the hotel may cancel and resell the room if you have not arrived or arranged a guarantee by that time. A booking secured by the required guarantee or prepayment is handled under its agreed arrival and no-show terms.
The hotel may require a deposit, payment card guarantee or card pre-authorisation at check-in. Any such requirement and its amount or calculation basis will be disclosed before you complete the booking.
The security may cover amounts properly due for unpaid services, cancellation or no-show charges, damage, extra cleaning or missing items under the agreed terms and applicable law. The hotel must explain and itemise any amount charged or deducted; you may dispute a charge.
After check-out, the hotel will promptly return the deposit or request release of the pre-authorised amount, less amounts properly charged. The time taken for the release or refund to appear in your account depends on your bank or card issuer.
If you depart earlier than booked, charges for the remaining nights follow the early departure or cancellation conditions agreed for your rate, unless otherwise agreed with the hotel. The hotel will explain any amount due. Prepayment alone does not remove a right to a refund.
For open-ended stays that are extended one night at a time, you must notify the hotel of your departure no later than 16:00 local hotel time on the day before departure. If you fail to do so, you may be charged for an additional night.
If you do not arrive and have not cancelled in time, the no-show charge follows the rate terms and cancellation policy disclosed before booking and repeated in your confirmation.
For flexible rates, the charge is normally the first night. For non-refundable rates and other rates with expressly agreed special conditions, the charge may be up to the full booking value. A prepaid booking is not automatically subject to a higher charge; its agreed cancellation and no-show terms apply.
Changes and cancellations must be made through the same channel where the booking was made, unless otherwise instructed.
For bookings made through www.firsthotels.com, changes and cancellations can normally be made through the website, through "Manage my reservation", or by contacting the hotel or First Hotels’ customer service.
Reservations made through an independent third-party website, online travel agency, travel agent or tour operator fall outside the booking channels covered by these Booking Terms. Changes and cancellations for those reservations should normally be made through that third party under the applicable agreement.
First Hotels or the hotel may cancel or amend a reservation only where permitted by the agreed terms and applicable law, including where:
You will be notified promptly, with an explanation and, where appropriate, an opportunity to correct the issue. No material change or higher price will be imposed without your agreement unless permitted by law. If a paid booking is cancelled by First Hotels or the hotel, payments for services not provided will be refunded, less only charges lawfully due because of your breach. Any right to alternative arrangements, compensation or other remedies under applicable law is preserved.
Refund entitlement is determined by the agreed rate terms and applicable law. Cash and card payments are refunded to the original payment method unless this is not possible, in which case an appropriate alternative will be agreed with you. FirstCoins used for the refundable part of a booking are returned as FirstCoins under the Member Terms, rather than paid out in cash.
For payments collected by First Hotels, First Hotels executes refunds through its payment service provider without undue delay and within any applicable legal deadline. The time before funds appear in your account may depend on your bank, card issuer and payment method. The hotel handles refunds of payments it collected directly.
Contact the hotel about the services provided and any assessment of refund entitlement relating to your stay. Contact First Hotels about the payment transaction, refund status or execution of a refund for a payment it collected. A refund required by the agreed rate terms or law does not depend on a discretionary approval. First Hotels will coordinate with the hotel where information is needed to resolve your request.
Charges for non-refundable bookings, no-shows, late cancellations, unused nights or services, and early departures are governed by the rate terms agreed before booking and mandatory law. Nothing in this section removes a statutory remedy or a right to dispute a payment with your payment provider.
Under applicable distance selling legislation in the EU/EEA, including the Norwegian Right of Withdrawal Act, the Swedish Distance Contracts Act and the Danish Consumer Contracts Act, the statutory right of withdrawal (cooling-off period) does not apply to accommodation services booked for a specific date or period.
Your right to cancel is instead governed by the cancellation terms of the rate you have booked, as described in these Booking Terms and in your booking confirmation.
If you experience a problem during your stay, notify the hotel as soon as reasonably possible so it has an opportunity to resolve it. This does not limit mandatory rights or complaint periods.
Complaints about the accommodation, on-site services, hotel invoices or the assessment of a stay-related refund should be directed to the hotel. Complaints about First Hotels’ booking channels, payment transactions it collected or execution of refunds should be directed to First Hotels at firstmember@firsthotels.com.
If the issue involves both parties, or the hotel has not responded within a reasonable time, First Hotels’ customer service can help coordinate the inquiry. You do not need to determine the internal allocation of responsibilities before contacting us.
Nothing in these Booking Terms limits your statutory consumer rights. If a dispute cannot be resolved with the relevant party, you may contact the appropriate consumer dispute body, subject to its jurisdiction and admissibility rules, including:
Consumers may also bring proceedings before the courts in accordance with mandatory consumer protection rules.
Guests must follow the hotel’s house rules, safety instructions and applicable laws.
Where justified and proportionate under applicable law, the hotel may refuse check-in or require a guest to leave if the guest:
The hotel will normally give a warning and an opportunity to remedy the issue where appropriate, unless immediate action is needed for safety or other serious reasons. Refusal of check-in or removal does not automatically forfeit all payments: any charge or refund must follow the agreed terms and applicable law. You are responsible for damage, loss or extra cleaning caused by you, or by someone for whom you are legally responsible, to the extent provided by law. Claims must be supported by an explanation and evidence of reasonable costs, and may be disputed.
Children up to the age of 12 may sleep in their parents’ bed at no extra charge, unless different conditions are clearly stated before booking. Room occupancy and safety limits apply.
Extra beds, baby cots and similar arrangements must be requested in advance and are subject to availability. Any applicable conditions and additional charges will be communicated before you agree to the arrangement.
Pets are only allowed at hotels and in rooms where this has been confirmed by the hotel. Applicable fees and local rules are communicated before you agree to the arrangement. Mandatory rights relating to assistance animals are unaffected.
First Member is operated by First Hotels International AS, company registration number 914 505 356, Norway. Membership and FirstCoins are governed by the separate First Member Terms and Conditions available at www.firsthotels.com/first-member.
You may earn and redeem FirstCoins at participating hotels in accordance with the First Member Terms and Conditions. FirstCoins are not earned or redeemed for all bookings or at all hotels; exceptions may apply for partner hotels, "by First Hotels" hotels, third-party bookings, long-stay agreements, crew stays, sponsorship rates, reward nights and other special agreements.
When you select a member rate and complete the booking, accepting the Member Terms, you are automatically enrolled in First Member and a free account is created for you as the person making the booking, unless you already have an account. Other guests are not automatically enrolled. Mobile verification activates the account for FirstCoins and stay-related benefits. To earn FirstCoins for the qualifying stay through which you enrolled, you must activate no later than 12 hours after check-out, subject to the technical-issue exception in the Member Terms. You keep your membership and the member rate already booked if you miss that deadline. Verification does not replace any consent required for marketing.
First Hotels Franchise AB processes personal data for its booking channels, payments, customer service and legal obligations. The hotel processes personal data to provide your stay and local services. First Hotels International AS processes personal data to administer First Member, including linking eligible bookings to membership benefits and FirstCoins.
This may include name, address, email address, phone number, booking details, payment information, stay history and membership information.
Further information about the purposes and legal bases for processing, the respective responsibilities of the parties, recipients, retention and your rights is provided in the Privacy Policy at https://www.firsthotels.com/privacy-policy and, where applicable, the hotel’s own privacy notice.
First Hotels aims to keep its website and booking engine available and accurate, but cannot guarantee uninterrupted access or that the website will always be free from errors.
First Hotels may update, suspend or discontinue parts of its website or booking engine. This does not by itself change or cancel a confirmed booking or remove your rights relating to it.
The hotel is responsible for the delivery of the accommodation and all on-site services, in accordance with the booking and applicable law.
First Hotels is responsible for its operation of the booking channels, processing of bookings and payment transactions it collects, including execution of refunds due under the rate terms or law. The hotel remains responsible for supplying the accommodation and on-site services. This allocation does not exclude either party’s responsibility for its own errors or any responsibility imposed by mandatory law, including applicable package travel rules.
To the extent permitted by mandatory law, neither First Hotels nor the hotel is liable for indirect or consequential losses. Nothing in these Booking Terms excludes or limits liability that cannot be excluded or limited under mandatory law, including your statutory consumer rights and liability for personal injury caused by negligence.
Neither First Hotels nor the hotel is responsible for a failure to perform to the extent that performance is prevented by an event outside its reasonable control, whose effects could not reasonably have been avoided or overcome, and applicable law permits such an exclusion. Examples may include natural disasters, fire, war or binding government restrictions. A technical or payment system failure does not automatically meet these conditions. The affected party must take reasonable steps to limit the impact and inform you promptly. This clause does not remove any refund, assistance, alternative arrangement or other remedy required by mandatory law.
These Booking Terms, insofar as they govern First Hotels’ operation of the booking channels and its role in processing bookings and payments, are governed by the laws of Sweden. The accommodation and any on-site services are provided by the hotel and are subject to the laws and mandatory rules applicable to the agreement between you and the hotel. Nothing in these Booking Terms deprives you of any mandatory consumer protection rights applicable to you, including those of your country of residence where applicable.
Disputes shall first be sought resolved through dialogue with the hotel and, where relevant, First Hotels’ customer service. Consumers may also bring complaints before the consumer dispute bodies listed in section 20, or before the courts, in accordance with mandatory consumer protection rules.
First Hotels may update these Booking Terms from time to time. The terms applicable to your booking are the terms available and accepted at the time the booking was made, unless changes are required by law or by an authority decision.