Here you find the Terms & Conditions for the First Member program. For instance, you can read about how to earn and redeem FirstCoins, your member benefits, and much more.
First Hotels does not accept liability for printing errors. All information is subject to change.
These terms and conditions ("Member Terms") apply to the First Member loyalty programme operated by First Hotels International AS, company registration number 914 505 356 registered address 9008 Tromsø, Søndre Tollbodgate 17.
For the purpose of these Member Terms, "First Hotels", "we", "us" or "our" means the legal entity stated above. "Member", "you" or "your" means an individual who has joined the First Member programme. "The hotel" means the hotel named in a booking confirmation or where a stay takes place. "My Pages" means the First Member portal on www.firsthotels.com.
By joining First Member, using your membership, booking a member rate, or earning or redeeming FirstCoins, you agree to these Member Terms.
These Member Terms apply in addition to First Hotels’ Booking Terms and Conditions, our Privacy Policy and any specific terms shown during the booking process. Your agreement for the accommodation itself is regulated by the hotel, as described in the Booking Terms and Conditions.
1. About First Member
First Member is First Hotels’ loyalty programme for individual guests.
Membership gives access to selected member benefits, including the possibility to earn and redeem FirstCoins, receive member rates, receive partner benefits, access exclusive offers, and receive tier-based benefits at participating hotels. As part of the membership, members receive First Hotels’ member newsletter and other member communications (see section 5).
First Member is digital and cardless. No physical membership card is issued. The membership is free of charge.
2. Eligibility and membership
2.1 Membership is available only to private individuals who are at least 18 years old.
2.2 Companies, organisations, and other legal entities cannot become First Members.
2.3 Membership is personal and may not be sold, transferred, shared, inherited, or used by anyone other than the registered member.
2.4 You may only have one First Member account. First Hotels may merge, close, or suspend duplicate accounts. First Hotels may identify and merge duplicate accounts after appropriate verification.
2.5 To become a member, you must provide accurate information, including name, email address, and phone number. Your email address and phone number need to be verified in order for the membership to be considered complete.
2.6 Your phone number is your member ID. Your phone number and email address may be used as your login credentials.
2.7 You are responsible for keeping your member profile updated and for ensuring that your contact details are correct.
2.8 First Hotels may refuse, suspend, or terminate membership if the information provided is incorrect, incomplete, misleading, or fraudulent.
3. Becoming a member – including enrolment through member rate bookings
3.1 You can become a First Member by:
3.2 Enrolment through a member rate booking. Member rates are reserved for First Members. When you select a member rate and complete the booking, we will automatically create your free First Member account after the booking using the contact details provided (name, email address, and phone number). To complete and confirm your membership, you must verify your phone number and email address. By completing the booking, you accept these Member Terms and the member communications described in section 5. This is stated during the booking process and/or in the rate description.
3.3 Enrolment through a booking applies to the person who makes the booking and accepts these Member Terms. Other guests on the booking are not enrolled automatically.
3.4 If you are already a First Member, booking a member rate does not create a new membership. Your existing account, settings, and communication preferences continue to apply.
4. Activation of your member account (My Pages)
4.1 After enrolment, you will receive an SMS, and/or email with a link to create a password and activate your member account on My Pages. This activation message is a service message related to your membership.
4.2 Activation of your member account is a condition for earning FirstCoins and receiving member benefits. Member benefits – for example free early check-in or free late check-out where the hotel offers this to members – apply only where the guest is a registered, activated member on My Pages.
4.3 If you activate your account no later than 12 hours after checkout, the booking through which you were enrolled earns FirstCoins and qualifies for member benefits in accordance with these Member Terms.
4.4 If you do not activate your account within 12 hours after checkout:
4.5 You may verify your account at any later time, as described in section 2.5. Activation within 12 hours after checkout applies to future bookings and stays.
4.6 If you do not receive the activation message, please contact First Member Support (section 23).
4.7 If you do not wish to be a member, you may terminate your membership at any time, free of charge, as described in section 18.5.
5. Member communications
5.1 First Hotels sends you necessary service messages related to your membership, bookings, stays, FirstCoins, tier status, account activation and administration, security, and programme changes. These messages are part of the membership and are sent regardless of your marketing preferences.
5.2 As part of First Member, you will receive First Hotels’ member newsletter and other marketing communications – including news, offers, member promotions, and personalised content – by email and/or SMS, based on the contact details in your member profile. This is stated when you register, during the booking process or in the rate description when you are enrolled through a member rate booking (section 3.2).
5.3 You can opt out of marketing communications at any time, free of charge, through your member profile on My Pages or by following the unsubscribe instructions included in each communication message. Opting out does not affect your membership, your bookings, or the price of any booking already made.
5.4 Opting out of marketing communications does not affect necessary service messages under section 5.1.
5.5 To receive communications from First Hotels, the relevant email address, and phone number in your member profile must be verified.
6. Member bookings
6.1 A member booking is a booking where a valid First Member account is connected to the reservation at the time of booking, check-in or stay, subject to the eligibility rules in these Member Terms.
6.2 Member rates are available only to First Members and must be booked through eligible First Hotels channels, unless otherwise stated. Eligible channels may include:
6.3 Bookings made through third-party channels, including online travel agencies such as Booking.com, Expedia, Hotels.com, Agoda or similar, do not qualify for member rates, FirstCoins, or member benefits.
6.4 First Hotels may require that you are logged in to your First Member account to access certain member rates, offers, or benefits.
6.5 Member rates may be available for both prepaid/non-refundable rates and flexible/refundable rates.
6.6 The cancellation and payment terms for each member booking are shown during the booking process and in the booking confirmation.
6.7 Unless otherwise stated, member discounts cannot be combined with other discounts, negotiated rates, campaign codes, package discounts, or third-party offers.
6.8 First Hotels may change, limit or withdraw member rates and member offers at any time before a booking is completed. Changes do not affect bookings that have already been confirmed.
6.9 Earning FirstCoins and receiving member benefits for a member booking require that your member account has been activated, as described in section 4.
7. Payment for member bookings
7.1 Payment for member bookings is governed by First Hotels’ Booking Terms and Conditions and the specific payment terms shown during the booking process. Where payment is made through First Hotels’ booking channels, First Hotels collects the payment as merchant of record on behalf of the hotel and transfers it to the hotel.
7.2 Questions regarding invoices, receipts, charges, or refunds for a stay must be directed to the hotel, as described in the Booking Terms and Conditions. Questions regarding your FirstCoins balance or member account are handled by First Member Support (see section 23).
7.3 Member bookings may be charged at the time of booking, before arrival, at check-in, at check-out, or in accordance with separate terms for the relevant rate, hotel, package, or agreement. For prepaid, campaign, package, member, or non-refundable rates, the full amount may be charged at the time of booking.
7.4 For flexible or refundable member rates, payment may also be charged at the time of booking. If the booking is cancelled within the applicable cancellation deadline, the refundable amount will be refunded to the original payment method.
7.5 If FirstCoins are used as full or partial payment, the FirstCoins will be deducted from your member account when the booking or payment is completed.
7.6 If a booking paid fully or partly with FirstCoins is cancelled in accordance with the applicable cancellation terms, the FirstCoins used for the refundable part of the booking will be returned to your member account. Returned FirstCoins keep their original expiry date; if they have expired in the meantime, they will be re-issued with a validity of no less than 30 days.
7.7 FirstCoins will not be refunded in cash.
7.8 If a non-refundable booking is paid with FirstCoins, the FirstCoins will not be refunded upon cancellation, no-show, or early departure, unless required by mandatory law or expressly stated in the rate terms.
8. Earning FirstCoins
8.1 FirstCoins are earned on qualifying purchases at participating First Hotels, provided your member account has been activated and confirmed (section 4).
8.2 FirstCoins are calculated as a percentage of qualifying spend, depending on your membership tier (see sections 12–14).
8.3 1 FirstCoin equals 1 SEK when earned.
8.4 FirstCoins are normally credited to your member account within 12 hours after check-out, provided the stay qualifies for earning and the account is activated. For stays completed before activation, section 4.3 applies.
8.5 FirstCoins can only be earned by the member who personally stays at a hotel, and can only be awarded to one member per room.
8.6 FirstCoins are not earned on purchases paid with FirstCoins. If a purchase is partly paid with FirstCoins, FirstCoins are earned only on the part paid by other eligible payment methods.
8.7 FirstCoins are earned only from the date your membership is created. Retroactive earning for stays completed before membership registration is not available.
8.8 To earn FirstCoins, you must provide your First Member ID, phone number, and email address at the time of booking, at check-in, or before check-out.
8.9 First Hotels may require documentation, such as a booking confirmation or receipt, before manually crediting missing or incorrectly registered FirstCoins. Requests for missing FirstCoins must be made within three months of check-out.
9. Purchases that qualify for FirstCoins
9.1 Qualifying purchases may include:
Purchases made at the hotel where you are staying, or at venues operated by that hotel, only qualify for FirstCoins if they are made in connection with an eligible booking, charged to the room, and included on the final bill for the stay. Purchases paid for separately are not eligible for FirstCoins.
9.2 FirstCoins are not normally earned on:
9.3 First Hotels may decide that certain hotels, partner hotels, "by First Hotels" hotels, First Partner hotels, rates or services do not qualify for earning FirstCoins. Such limitations can be found at www.firsthotels.com/first-member/exempted-hotels.
10. Redeeming FirstCoins
10.1 FirstCoins may be used for full or partial payment of eligible bookings, stays or purchases at participating hotels.
10.2 1 FirstCoin equals 1 SEK when redeemed. When FirstCoins are redeemed outside Sweden, the value is converted into the local currency at the exchange rate applied by First Hotels at the time of redemption. The value of your FirstCoins in the local currency is shown before you complete the redemption.
10.3 To redeem FirstCoins online, you must be logged in to your activated First Member account during the booking process.
10.4 FirstCoins may also be redeemed during a hotel stay where the hotel supports this functionality and the booking qualifies for First Member benefits.
10.5 FirstCoins cannot be redeemed for cash, gift cards, or cash equivalents, and cannot be transferred to a bank account.
10.6 FirstCoins cannot be sold, transferred, inherited, exchanged, or combined between members.
10.7 FirstCoins used for payment are deducted from your account immediately or at the time the transaction is processed. When FirstCoins are redeemed, the oldest valid FirstCoins are used first.
10.8 Some hotels, partner hotels, "by First Hotels" hotels, First Partner hotels, restaurants, packages or services may be excluded from redemption (see section 16).
10.9 If FirstCoins are used for a booking that is later changed, the change must be handled by First Member Support or the hotel. Online changes may not always be available.
11. Expiry of FirstCoins
11.1 FirstCoins are valid for 12 months from the date they are earned, unless a longer validity is stated when they are issued.
11.2 Your current FirstCoins balance and the expiry date of your current membership tier are visible in your member profile. First Hotels will aim to notify you before a significant number of FirstCoins expire.
11.3 Expired FirstCoins are automatically removed from your member account and cannot be reinstated.
11.4 Transitional rule: FirstCoins earned before 1 April 2026 are valid until 31 March 2029, unless otherwise communicated.
11.5 First Hotels may extend the validity of FirstCoins during campaigns or in exceptional circumstances, but is not obliged to do so.
12. Membership tiers
12.1 First Member has the following membership tiers, based on qualifying nights during your current earning period:
Tier | Qualifying nights | FirstCoins earning rate
Silver | 0-4 nights | 2% of qualifying purchases
Gold | 5-9 nights | 3% of qualifying purchases
Platinum | 10-19 nights | 4% of qualifying purchases
Black| 20+ nights | 5% of qualifying purchases
12.2 Your earning period runs for 12 months from the date you became a member, unless otherwise stated.
12.3 Transitional rule: members registered before 1 April 2026 have 1 April as the fixed annual start date for tier assessment. Their qualifying period runs from 1 April to 31 March each year.
12.4 When you reach a higher tier, the new tier applies for the rest of the current earning period and the following earning period, unless otherwise stated.
12.5 First Hotels may adjust, correct or remove nights or tier status if they were awarded by mistake, due to system error, cancellation, refund, no-show, fraud or breach of these Member Terms.
13. Tier benefits
13.1 Tier benefits may include FirstCoins earning, member discounts, exclusive offers, early check-in, late check-out, room upgrades, hotel-specific benefits and other benefits communicated by First Hotels.
13.2 Tier benefits and other member benefits apply only where the member account has been activated (section 4).
13.3 Tier benefits are subject to availability and may vary by hotel, date, room type, rate, booking channel and local operational conditions.
13.4 Early check-in, late check-out and room upgrades are never guaranteed unless expressly confirmed by the hotel in writing.
13.5 Benefits apply only to the member personally staying at the hotel, and do not normally apply to bookings made through third-party channels.
13.6 Benefits cannot be exchanged for cash, FirstCoins, discounts or other compensation if they are unavailable.
14. Current tier benefit overview
The following benefits apply unless otherwise stated by First Hotels:
Silver:
Gold:
All Silver benefits, plus
Platinum:
All Gold benefits, plus
The "stay 2 persons, pay for 1" benefit applies only where the booked room category is suitable for two persons. It does not include extra meals, dinner packages or other services for the second person unless expressly stated, and cannot be combined with corporate contract rates unless otherwise agreed.
Black:
All Platinum benefits, plus
15. Partner points and other loyalty programmes
15.1 First Member cannot normally be combined with other loyalty programmes, unless First Hotels has expressly approved such combination.
15.2 Where First Hotels has an approved partner programme, such as SJ Prio, you may be able to earn both FirstCoins and partner points on qualifying stays.
15.3 To earn partner points, your partner membership number must be linked to your First Member profile before the booking is made, unless otherwise stated. First Hotels is not responsible for any incorrectly registered partner membership numbers in your First Member profile. Bookings made before the partner number is registered may not qualify for partner points.
15.4 Partner points cannot be earned on stays at certain partner hotels, “by First Hotels” hotels or First Partner hotels. Any hotel-specific exclusions are stated on www.firsthotels.com/first-member/exempted-hotels.
15.5 First Hotels may require documentation, such as a booking confirmation or receipt, before manually crediting missing or incorrectly registered partner points. Requests for missing partner points must be made within three months of check-out.
15.6 First Hotels is not responsible for the partner’s own rules, processing times, changes, expiry rules, errors or refusal to credit partner points.
16. Participating, partner and excluded hotels
16.1 Some hotels may participate in First Member only partly. The current list of participating hotels, and any hotel-specific limitations, is available on www.firsthotels.com/first-member/exempted-hotels.
16.2 At certain partner hotels, "by First Hotels" hotels or First Partner hotels, FirstCoins may only be earned for bookings made directly on www.firsthotels.com. For stays at these hotels, FirstCoins are credited to the member account monthly in arrears.
16.3 At certain partner hotels, it may not be possible to redeem FirstCoins, access all member benefits or receive tier benefits.
16.4 First Hotels may update the list of participating and excluded hotels at any time. Where hotel-specific exclusions apply, First Hotels will aim to make this clear on the website, in the booking process, in the hotel information or through First Member communications.
17. Taxes and employment-related benefits
17.1 Private use of FirstCoins, bonus points or member benefits earned in a work-related context may be considered taxable income.
17.2 You are responsible for informing your employer and/or the relevant tax authorities, and for paying any applicable taxes.
17.3 First Hotels is not responsible for the member’s personal tax treatment of FirstCoins, member benefits or partner points.
18. Misuse, fraud and termination
18.1 First Hotels may suspend or terminate your membership, cancel bookings, remove FirstCoins, withdraw benefits or refuse future participation if you:
18.2 Before terminating a membership under section 18.1, First Hotels will normally notify you and give you an opportunity to respond, unless the circumstances make this inappropriate (for example in cases of fraud).
18.3 First Hotels may also reverse FirstCoins or benefits awarded by mistake, technical error or system failure.
18.4 If membership is terminated due to breach or misuse, unused FirstCoins may be deleted without compensation.
18.5 You may terminate your membership at any time by contacting First Member Support at firstmember@firsthotels.com. Upon termination at your request, unused FirstCoins and unused benefits are forfeited, unless mandatory law requires otherwise.
19. Personal data
19.1 First Hotels processes personal data to administer First Member, manage your account, connect membership to bookings, calculate FirstCoins, provide benefits, send service and member communications, prevent misuse and comply with legal obligations.
19.2 Where you are enrolled through a member rate booking (section 3.2), your member account is created using the contact details provided in the booking, on the basis of the membership agreement you enter into by accepting these Member Terms.
19.3 Personal data may include name, email address, phone number, booking history, stay history, transaction information, FirstCoins balance, tier status, communication preferences and relevant support information.
19.4 If you choose to earn partner points, relevant data may be shared with the partner to process such points.
19.5 Further information is available in First Hotels’ Privacy Policy: https://www.firsthotels.com/privacy-policy.
20. Technical availability and errors
20.1 First Member is a digital programme and depends on websites, booking systems, member portals, hotel systems, payment systems and third-party integrations. Errors, omissions, delays, technical issues or temporary unavailability may occur.
20.2 First Hotels is not liable for temporary inability to earn or redeem FirstCoins, access member rates, log in to My Pages or use benefits due to technical issues, maintenance, third-party system failures or circumstances outside First Hotels’ reasonable control. Where FirstCoins could not be registered due to such issues, they will be credited afterwards in accordance with section 8.9. If the activation message under section 4.1 could not be delivered due to such issues, the 12 hour after checkout period in section 4.3 runs from when a new activation message is sent.
20.3 First Hotels may correct errors in FirstCoins, tier status, benefits, prices, availability or member information at any time.
21. Changes to First Member
21.1 First Hotels may change these Member Terms, FirstCoins, tiers, benefits, earning rules, redemption rules, participating hotels and partner arrangements. Updated terms will be published on www.firsthotels.com/first-member and apply from the date stated there.
21.2 If a change materially reduces the value of FirstCoins you have already earned, or materially reduces core member benefits, First Hotels will give you at least 60 days’ notice by email or through the member portal before the change takes effect. FirstCoins already earned may be redeemed during the notice period in accordance with the rules in force when they were earned.
21.3 First Hotels may make changes with immediate effect where this is required by law, an authority decision, fraud prevention, security or circumstances outside First Hotels’ reasonable control, or where the change is to the members’ benefit.
21.4 First Hotels may terminate the First Member programme with at least 90 days’ notice. Accrued FirstCoins may be redeemed during the notice period, after which they lapse, unless mandatory law requires otherwise.
21.5 If you continue to use your membership after a change has taken effect, the updated Member Terms apply. If you do not accept a change, you may terminate your membership in accordance with section 18.5.
22. Relationship with the Booking Terms and Conditions
22.1 These Member Terms regulate membership, member rates, FirstCoins and member benefits.
22.2 First Hotels’ Booking Terms and Conditions regulate the booking, payment, cancellation, refunds, check-in, check-out and the hotel stay, including the roles of First Hotels (as platform operator and merchant of record) and the hotel (as the provider of the accommodation and your contact for invoices, payment questions and questions about the stay).
22.3 If there is a conflict between these Member Terms and the Booking Terms and Conditions, the Booking Terms and Conditions prevail for booking, payment, cancellation and refund matters, unless these Member Terms expressly provide otherwise for FirstCoins or member benefits.
22.4 Specific terms shown during booking, in the booking confirmation, on a campaign page or in a separate agreement prevail over these general Member Terms where they are more specific.
23. Contact
For questions regarding First Member, FirstCoins, tier status, account activation, or your member account, please contact First Member Support: firstmember@firsthotels.com.
For questions regarding invoices, receipts, charges, refunds, or your stay, please contact the hotel. The hotel’s contact details are stated in your booking confirmation, on the hotel’s page, and on www.firsthotels.com/contact-us.
24. Governing law and disputes
These Member Terms are governed by the laws of Norway, without prejudice to any mandatory consumer protection rules in your country of residence.
Disputes shall first be sought resolved through dialogue with First Member Support.
Consumers may also bring complaints before the relevant consumer dispute body – in Norway the Norwegian Consumer Authority (Forbrukertilsynet), in Sweden the National Board for Consumer Disputes (ARN), and in Denmark the Centre for Complaint Resolution (Center for Klageløsning) – or before the courts, in accordance with mandatory consumer protection rules.