First Choice Anmeldelser 

We booked this hotel expecting the premium TUI Blue experience that is advertised and paid extra accordingly. While there were several aspects of the holiday that we genuinely enjoyed, a series of significant service failures and maintenance issues substantially affected our stay, particularly during the final days.

Positive aspects

* Food was generally very good throughout the holiday, with only one evening where we felt the quality was average.
* Several members of staff were excellent, particularly two members of the dinner service team.
* Ahmed from the entertainment team was friendly, engaging and a real credit to the hotel.
* Sunbeds were easy to find throughout our stay.
* Wi-Fi was reliable.
* The location was good, with easy access into Marrakech and a short airport transfer.

Issues experienced

Room maintenance

* The air conditioning in our original room performed poorly throughout our stay.
* We reported this through the hotel app but received no response and no action was taken.
* On our final day we were locked out of our room for approximately 90 minutes due to a faulty door lock.
* Throughout this time communication was poor as only non-English-speaking staff were available, leaving us unsure what was happening.
* After eventually gaining access we were instructed to pack all of our belongings and move rooms.
* No assistance was provided with moving our luggage despite the inconvenience.
* No apology was offered by any member of staff for the disruption.

Unfortunately, the replacement room created even more problems.

* The air conditioning in the replacement room was completely broken.
* The room was noticeably hotter than the outside temperature.
* The ceiling fan made a constant noise.
* Combined, these issues meant I got very little sleep on the final night of our holiday before an early flight and a 2am drive home after landing.
* The replacement room also had two single beds instead of the double room we had booked.
* The safe was locked and unusable.
* The room floor was not properly cleaned and left our feet grey after only walking from the bathroom to the bed, meaning we had to wear flip-flops throughout the room.

Hotel facilities and service

* We attended scheduled activities including archery and tennis, but the instructors simply failed to appear.
* One member of staff at the pool bar was unnecessarily rude after I ordered both a Coke and an iced coffee together. He prepared only the iced coffee, served other guests, then snapped at me when I politely asked for the Coke, stating I should have ordered both together—which I had.
* The quiet pool has no nearby bar, requiring guests to walk back to the lobby bar.
* Toilets near the pool frequently smelled unpleasant.
* The speciality restaurant was only marginally better than the standard buffet and, despite having a booking, we were told to leave and return ten minutes later because they were not ready.
* The general fit and finish of the rooms could also be improved, although this was a relatively minor point compared with the issues above.

Management and professionalism

Perhaps most disappointing was the lack of management involvement. Despite the seriousness of the issues we experienced, particularly the room lockout and failed room move, no manager was available to speak with us and no meaningful effort was made to resolve our concerns or acknowledge the inconvenience caused.

We were also concerned to witness the hotel photographer displaying a photograph of a female guest in a blue bikini on his laptop in the lobby while laughing about it with colleagues. Regardless of intent, this appeared highly unprofessional and raised concerns regarding guest privacy and staff conduct.

Overall

There is clearly a good hotel underneath these issues. The food, some members of staff, entertainment, location and facilities were all positives. Had we not experienced the problems outlined above, I believe this hotel would have represented good value for money.

However, we specifically chose and paid extra for the TUI Blue experience because we expected a higher standard of service. Instead, repeated maintenance failures, poor communication, lack of management support, and an unacceptable handling of significant issues meant the holiday fell well below the premium standard we had paid for.

Given the cumulative impact these issues had on our holiday—particularly the room lockout, forced room move, completely unusable replacement room, and lack of sleep before travelling home—I believe compensation is appropriate and ask that First Choice review our experience accordingly.

I had an excellent experience with the service today at
FIRST KESWICK PLAZA 12-76 ARLINGTON DR, KESWICK, ON.
The representative Tina was professional, friendly, and very patient. She answered all of my questions clearly and made the entire process easy and stress-free. I really appreciated her helpful attitude and excellent customer service. Thank you for the outstanding support!

Won’t allow online check in has been saying a system error for 3 days had issue with transport was picked up from the hotel by a taxi took 2 mins down the road then told to get out and wait on a corner for a coach that still hasn’t arrived even though it’s only a few hours to the flight time

Really disappointing. The website shows lovely pools only to find when you get there the pools are only open to Grand club members that you have to pay an extra 90 euros per room per night for. It vaguely mentioned in the T&C ‘You can upgrade to a Grand Club room for extra benefits like access to the Grand Club Lounge and exclusive sun terrace’. Absolutely nothing about the pools. They tried to fob me off with it’s in the T&Cs. Beware if booking Grand Hyatt, Playa Dorada, Lanzarote or indeed anything from First Choice!

From start to finish of our booking, Ann who was the person who searched and found exactly what we were looking for.
If the Holiday is as good as our Booking experience then I will definitely use First Choice again

Easy to use site very reasonable prices

Such an easy experience booking the holiday of your dreams with First Choice.

Only because you have to put a star! Be it on your own head booking a holiday with these not even second rate holiday company ok when things go well wait till flight cancelled worse than useless can’t even get hold of anyone !

Beautiful holiday Fist Choice are amazing and help with transfers very polite.

Easy booking holiday and also nice person I actuality spoke to regarding holiday extras ... Keep up the good work ...

Good prices looking forward to my holiday

First choice was fantastic with the whole booking process straight forward. Apartment flights was fantastic food at Apartment Club Aida Marmaris Turkey great Apartment great whole complex spotless could not fault it. Open the gates on bottom road would be better to get in and out of complex. Price of holiday was fantastic 💯 % recomend first choice and tui airline.

Had trouble booking my holiday online. The online chat was really helpful booked my holiday for me.

Aprthotel was good, breakfast very good but pool bar music was very loud from 11am to 8pm. Rapping etc not suitable for the majority of the guest I would have thought (middle aged),

Trustpilot Review (First Choice / TUI Transfers)

Booked a package holiday with First Choice (TUI) including paid airport transfers. The return transfer failed to collect us despite us being at the correct pick-up location well in advance with luggage ready.

The driver arrived, collected another couple, spoke briefly to reception, and then left after being incorrectly told we had made alternative arrangements. This was completely false. At no point did we cancel or change anything.

As a result, we were left stranded and had to arrange a private taxi at short notice costing £50 in order to reach the airport. We were extremely close to missing our flight due to this failure. No proper attempt was made to locate or verify us before the driver left.

The inbound transfer was also unacceptable. The driver repeatedly pressured passengers for tips throughout the journey. When we explained we did not have cash, he became visibly irritated and instructed us to handle our own luggage. My daughter, who has a hand injury, was forced to crawl into the luggage compartment and physically retrieve our suitcases without assistance.

We reported issues during the holiday to a TUI representative, but are now being told this does not count due to internal brand distinctions between First Choice and TUI, despite all booking and communication being handled through their system.

We were offered £50 reimbursement and a £50 voucher, which we do not accept. We do not want a voucher and the cash offer does not reflect the level of failure experienced.

This resulted in a serious service failure that left us stranded, nearly caused us to miss our flight, and ultimately ruined our holiday.

Edit after reply from first choice.
We have not received a link for the reimbursement for the taxi fare!
We have also not received any compensation that you mention on your reply!!

There is plenty of information about hotels and surrounding area. And a great price range.

A very efficient website took your through the various stages in a simple relevant manner. Very pleased.

Hard to find some of the details we needed for payment detsils

It was straight forward to book my holiday, no serious issues.

An error was made when booking, and the call centre were very helpful sorting it out for me.