Frequently asked questions

Accommodation rules

When can I check-in and when can I check-out?
How does the handover of keys work?
Is smoking allowed in the holiday accommodations?
Are parties or events allowed?
How many people can stay in the holiday accommodations?
Do I have to clean the holiday accommodations after my stay?
Do I have to identify myself as a guest?
Can I host guests during my stay?
What happens if I am robbed in the holiday accommodation?
What happens if I cause damage?
What can I do to take care of the environment?


How can I contact you?
Can I contact you by WhatsApp?


What kind of holiday accommodations do you offer?
Are the holiday accommodations suitable for children?
Are the holiday accommodations pet-friendly?
What is the Internet speed?
Do you provide bed linen?
Do you provide towels?
Can I wash my clothes?
How are the holiday accommodations cleaned?
When are the pools cleaned?
Do I have to water the plants during my stay?
Where can I park my car?

Payments, prices, refunds and cancellations

How can I pay for my booking?
What are the payment rules? How much is the prepayment and final payment?
Do I have to pay a security deposit?
What is the cleaning fee?
What is the administration fee?
Is the Canarian tax (IGIC) included in the total amount of the reservation?
Can I request an invoice for my booking?
What is the Cancellation Policy?
What happens if I have to cancel a booking due to an emergency?
What is the Force Majeure Policy?
What is the Coronavirus Force Majeure Policy?
How long does it take to receive a refund?

My account

How do I create my personal account?
What are the advantages of creating my account?
How can I change or reset my password?
How can I edit or change details in my account?