Frequently Asked Questions

Frequently Asked Questions

Will a cot be available at the hotel for my baby?

If you need a cot in your hotel room, just let us know before you travel so we can request one. Just so you know, we’ll add the request to your booking but, unfortunately, we can’t guarantee the cot will be available when you arrive.

At some hotels, you’ll need to pay a charge to use a cot during your stay. For some family hotels, you’ll also see an option to pre-book a cot as you book your holiday online.

What’s the dress code at my hotel?

Dress codes vary between hotels, but sometimes, shorts are a no-go during dinner, so it’s worth taking an alternative.

What’s in my hotel room?

Things such as free tea and coffee, pool towels, Wi-Fi, a hairdryer or a fridge will usually be listed in the hotel overview as part of the Rooms summary. If you can’t find what you’re after or you need something specific, get in touch and we’ll double-check.

What’s included with my board basis?

Here’s a guide to what each of the board basis options mean:

Self catering: Meals are not included at your accommodation, but you’ll be provided with catering facilities to cook light meals.

Bed and breakfast: Breakfast is included at your accommodation.

Half board: Your breakfast and evening meal are included at your accommodation.

Full board: Your breakfast, lunch and evening meals are included at your accommodation.

All Inclusive: All Inclusive packages vary depending on where you’re staying, but usually include all meals plus drinks and sometimes snacks, too. To find details on what’s included at a specific stay, just check the hotel’s page. You’ll usually need to pay extra for any facilities marked with an asterisk.

Will I have a rep at my hotel?

We’ve gone 100% digital, so you won’t find First Choice reps in your hotel. Instead, our online team are here to help you while you’re away. You can chat to them 24/7 on the First Choice app. Or, if you need to speak to someone over the phone, call +44 02038853468.*

*Calls from abroad will be charged at an international rate.

Can I book a hotel kids’ club on the app?

Unfortunately, kids’ clubs aren’t available to book via the First Choice app. It’s best to speak with your hotel reception for the best way to do this. Some hotels have their own in-house apps or some take bookings at the kids’ club directly.

What do I do if I have a complaint whilst on holiday?

We want this to be your perfect trip, so if something isn’t quite right, please let us know – just make sure you have your booking reference number ready. While you’re away, you can contact us 24/7 on the First Choice app, call us on +44 02038853468.*

*Calls from abroad will be charged at an international rate.

Can I change my hotel or return flight while I’m away?

We can always check the availability and cost of alternative hotels and flights for you. For support while you’re away, you can contact us 24/7 on the First Choice app. You can also call us on +44 02038853468*

*Calls from abroad will be charged at an international rate.

How do I contact you when I’m on holiday?

The best way to get in touch is to hit the chat icon on the First Choice app, or at the bottom right of our homepage. If you need to speak to someone over the phone, it’s +44 02038853468.*

There’s also an online form you can fill out on our Contact Us page.

*Calls from abroad will be charged at an international rate.

What are Balearic Island’s alcohol restrictions and will they affect my holiday?

In 2020, the Balearic Islands introduced legislation that places limits on the sale and availability of alcohol.

This only applies within the resorts of San Antonio in Ibiza, and Magaluf and Playa de Palma in Majorca – it doesn’t affect other parts of the Balearics or mainland Spain.

If we become aware of any change that’ll significantly impact your holiday, we’ll of course let you know.

You can take a look at FCDO travel advice for Spain for more details.

Where can I find advice about swimming safely on holiday?

ABTA has got some great advice on how to stay safe while you’re on holiday, including safe swimming. Just check out their website.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

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After Sales

If you have already booked a holiday and need to contact us, call:

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