Poor Guest Experience at La Cote d’Azur

Dear First Group Team, I am writing to express my utter disappointment and frustration with the level of customer service I experienced during my recent stay at La Cote d’Azur. I had booked two units for a family vacation — both made on the same day, under the same profile — with a special request to have the units next to each other. This is always an important request for us, as we travel with young children and elderly guests, making proximity between units essential. To my dismay, upon arrival (a little earlier than check-in time), I was informed that our units were allocated on two different floors. It appeared that my special request had not even been considered. When I raised this at reception, the staff informed me that they could move our rooms, but only if I paid the current rate, since my booking was made under the Nelson Mandela Day special. I then requested to speak with the manager, who advised that she would get back to me. After waiting for nearly two hours, the Reservations Manager (Dianne) eventually approached me to say that there was nothing they could do, as the property was fully booked. What followed was even more disappointing. Dianne asked where I made my booking, to which I rep**** that it was done on the First Group website. Her response was, and I quote: “If you booked directly with the property, we could have made an arrangement as a personal touch. But since you booked on the site, there is not much I can do.” This statement left me completely shocked and disheartened. La Cote d’Azur is a First Group resort — so booking on the First Group website is booking directly, is it not? To be told that I would receive poorer service simply because I booked through your site is unacceptable. I have been a loyal First Group guest for years, having stayed at La Montagne, Qwantani, and Midlands Saddle & Trout, all of which offered exceptional service. Unfortunately, my experience at La Cote d’Azur was the complete opposite, and it has left a very poor impression of the resort and, by extension, First Group as a whole. To add to this, I also attempted to move a later booking due to an unexpected work emergency on my husband’s side, and once again was told “no can do,” with no flexibility or understanding shown. I strongly urge First Group to review the management and customer service practices at La Cote d’Azur, as they are not aligned with the high standards your brand is known for. I sincerely hope this matter is taken seriously and addressed promptly. I look forward to your response and a resolution to restore my confidence in First Group.