First Group
Claimed Business
|1.8|14 Reviews (last 12 months)|This business does not respond to reviews
First Group
Claimed Business
|1.8
14 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, First Group is facing significant customer experience challenges across its timeshare and resort portfolio. Guests consistently mention unresolved maintenance issues such as faulty air conditioning, poor communication from management, and a perceived lack of empathy when handling cancellations, refunds, or medical emergencies. A recurring theme involves difficulty reaching staff and unmet promises following purchase. While a few guests acknowledge helpful advisors and pleasant past stays at certain properties, the overall tone reflects frustration with accountability, safety concerns, and inflexible booking policies.
Performance(last 12 months):
Trustindex Rating
3.6NPS Score
-100Unlikely
TrustIndex
3.6
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.8|14 Reviews
Sep '25 - Aug '26
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceC
JD
Jacques D
1 reviews | Active since Feb 2026
22 May 2026, 15:55
First serve
The worst experience ever I had with a company that hires out cars... First serve is useless I won't recommend them to anyone... I am still waiting on deposit to be paid back and everytime I phone them they have different stories.
Helpful (0)
|Replies (0)JD
Jacques D
1 reviews | Active since Feb 2026
22 May 2026, 15:55
First serve
The worst experience ever I had with a company that hires out cars... First serve is useless I won't recommend them to anyone... I am still waiting on deposit to be paid back and everytime I phone them they have different stories.
0
Replies (0)AM
Armand M
1 reviews | Active since Mar 2026
30 Mar 2026, 07:56
La Montgane (Rather not)
We booked a two-week stay at La Montagne with our small baby, expecting a comfortable and relaxing experience. Unfortunately, our stay has been very disappointing from the start. The room is extremely hot, and the air conditioning is not working. We were informed that there is no clear timeline for when it will be fixed, which is simply not acceptable—especially when traveling with an infant. What has made the situation worse is the lack of urgency and concern shown by the staff. There has been little to no proactive communication or effort to resolve the issue or offer a suitable alternative. For a property of this standard, we expected much better service and accountability. At the very least, guests should be kept comfortable and treated with genuine care, particularly in situations like this.
Helpful (0)
|Replies (1)AM
Armand M
1 reviews | Active since Mar 2026
30 Mar 2026, 07:56
La Montgane (Rather not)
We booked a two-week stay at La Montagne with our small baby, expecting a comfortable and relaxing experience. Unfortunately, our stay has been very disappointing from the start. The room is extremely hot, and the air conditioning is not working. We were informed that there is no clear timeline for when it will be fixed, which is simply not acceptable—especially when traveling with an infant. What has made the situation worse is the lack of urgency and concern shown by the staff. There has been little to no proactive communication or effort to resolve the issue or offer a suitable alternative. For a property of this standard, we expected much better service and accountability. At the very least, guests should be kept comfortable and treated with genuine care, particularly in situations like this.
0
Replies (1)M
AR
Alison R
1 reviews | Active since Jul 2013
25 Feb 2026, 18:23
Non existent help from First Group
Once again non existent service from First Group (Flexi Club). Been waiting since 6th February to be assisted with a problem going back to January 2025. Very quick to phone and ask for levy monies but cannot resolve or do not want to resolve a problem (which was proven to be them at fault) from last year. Also proud to tell you the value of timeshare but you cannot sell it without making a loss. Levies must be up to date and when you sell (if you can) you don't even get prorata levies back but new owners must also pay. All in their favour definitely not trying to keep or assist long standing customers. Your service is atrocious - get promised the world when you complain and big apologies - this means absolutely nothing if you don't resolve the problem.!!! Resolve the problem and stop phoning and asking me to pay!!
Helpful (0)
|Replies (3)AR
Alison R
1 reviews | Active since Jul 2013
25 Feb 2026, 18:23
Non existent help from First Group
Once again non existent service from First Group (Flexi Club). Been waiting since 6th February to be assisted with a problem going back to January 2025. Very quick to phone and ask for levy monies but cannot resolve or do not want to resolve a problem (which was proven to be them at fault) from last year. Also proud to tell you the value of timeshare but you cannot sell it without making a loss. Levies must be up to date and when you sell (if you can) you don't even get prorata levies back but new owners must also pay. All in their favour definitely not trying to keep or assist long standing customers. Your service is atrocious - get promised the world when you complain and big apologies - this means absolutely nothing if you don't resolve the problem.!!! Resolve the problem and stop phoning and asking me to pay!!
0
Replies (3)S
Sorna
1 reviews | Active since Feb 2026
12 Feb 2026, 09:47
I am a pensioner living in Jhb
I am a pensioner living in Jhb. I booked a holiday at a resort in Margate. Morning of 19.1.26 I was in Pmb on my way to fill petrol and travel to Margate. The petrol pump broke on the road. I called the agency and told them that I need to defer my holiday as the vehicle was in for repairs. I requested that the holiday be deferred due to the unforeseen circumstances. The manager at the agency told me that the payment is forfeited. I stated that point 3 in the guest certificate clearly states that "In the event of an unforeseen circumstance cancelation will be considered at the discretion of the company." On 2.2.26, I wrote to the agency outlying my entire case. I have not received a written reply. I called and sent emails with no success. My request was not to forfeit my payment and arrange another holiday. Email address of the agency is: ***
Helpful (0)
|Replies (4)S
Sorna
1 reviews | Active since Feb 2026
12 Feb 2026, 09:47
I am a pensioner living in Jhb
I am a pensioner living in Jhb. I booked a holiday at a resort in Margate. Morning of 19.1.26 I was in Pmb on my way to fill petrol and travel to Margate. The petrol pump broke on the road. I called the agency and told them that I need to defer my holiday as the vehicle was in for repairs. I requested that the holiday be deferred due to the unforeseen circumstances. The manager at the agency told me that the payment is forfeited. I stated that point 3 in the guest certificate clearly states that "In the event of an unforeseen circumstance cancelation will be considered at the discretion of the company." On 2.2.26, I wrote to the agency outlying my entire case. I have not received a written reply. I called and sent emails with no success. My request was not to forfeit my payment and arrange another holiday. Email address of the agency is: ***
0
Replies (4)AS
Aniel S
1 reviews | Active since Mar 2009
11 Feb 2026, 09:10
Disappointing Experience after being misled
Disappointing and misleading experience We purchased a timeshare at Kruger Park Lodge on the clear understanding — and as a condition of sale — that the seller would pay the first year’s levy. Almost a year later, despite repeated follow-ups and assurances, the levy has still not been paid. As a direct result, we were unable to book or use our timeshare, and the allocated week has now been lost. This experience has been extremely disappointing. Promises made at the point of sale were not honoured, and there has been no accountability for the consequences of these shortcomings. Prospective buyers should proceed with caution and ensure that all commitments are fulfilled in writing and timeously before concluding any purchase.
Helpful (0)
|Replies (5)AS
Aniel S
1 reviews | Active since Mar 2009
11 Feb 2026, 09:10
Disappointing Experience after being misled
Disappointing and misleading experience We purchased a timeshare at Kruger Park Lodge on the clear understanding — and as a condition of sale — that the seller would pay the first year’s levy. Almost a year later, despite repeated follow-ups and assurances, the levy has still not been paid. As a direct result, we were unable to book or use our timeshare, and the allocated week has now been lost. This experience has been extremely disappointing. Promises made at the point of sale were not honoured, and there has been no accountability for the consequences of these shortcomings. Prospective buyers should proceed with caution and ensure that all commitments are fulfilled in writing and timeously before concluding any purchase.
0
Replies (5)AS
Asheel S
1 reviews | Active since Aug 2025
26 Nov 2025, 16:50
Absolute disgust towards First Group!
Biggest ******* in the hospitality industry. My first complaint, they mentioned they could not connect with me. Second complaint they asked for a doctors note which they didn’t mention that there was a time limit, the doctor eventually sent me a letter but then they say it isn’t stamped and it’s past the fifteen day window period, both of which was not mentioned previously. I’m so disappointed with the way this was handled from their side, when this supposed to joyous getaway for my wife and myself. Especially so that she finally beat cancer!
Helpful (0)
|Replies (1)AS
Asheel S
1 reviews | Active since Aug 2025
26 Nov 2025, 16:50
Absolute disgust towards First Group!
Biggest ******* in the hospitality industry. My first complaint, they mentioned they could not connect with me. Second complaint they asked for a doctors note which they didn’t mention that there was a time limit, the doctor eventually sent me a letter but then they say it isn’t stamped and it’s past the fifteen day window period, both of which was not mentioned previously. I’m so disappointed with the way this was handled from their side, when this supposed to joyous getaway for my wife and myself. Especially so that she finally beat cancer!
0
Replies (1)