Frequently Asked Questions

Making the reservation

How much deposit do you require?

A 25% deposit of the booking total is required (this is a non-refundable deposit as per our Terms & Conditions).  If you are traveling within 10 weeks of your arrival date we would require full payment.

When is the balance due and will I receive a reminder?

The balance is due 10 weeks before your arrival.  We will give you the balance date when we confirm the receipt of your deposit payment.  We only send out reminders when the balance is overdue.

How do I pay?

Payments can be made by credit/debit cards.  As we are based in Lanzarote the payment will be taken in euros at the days exchange rate (International charges may be applicable, please refer to your card provider).  You can also pay in sterling in to our Royal Bank of Scotland account.  Full payment details will be given at time of confirmation.

What information do you need from me to make a reservation?

We require your name, email address, home address and telephone number.  We will do the rest!  Prior to your arrival we will ask you to fill out an Arrival Registration Form which will ask for the passport details.  It is a legal requirement that we register your arrival on the island with the local authorities.

Is your company ABTA bonded?

We are a Spanish registered company with over 30 years experience, therefore we cannot be ABTA bonded as this only applies to UK companies.  Our travel agency Viajes Lanzarote Holidays hold the licenses required in Spain.


What time can I check in and out of the accommodation?

Check in

The check in time is 4pm.  If you arrive on the island earlier you may be able to leave your suitcases in the property whilst it is still being cleaned.  Please contact our resort office for further details.

Check out

In order for our cleaners to be able to have all properties ready for the next guests, we ask that you vacate by 10am on the day of your departure.  In some instances you may be able to stay in the property beyond this time if you have a later flight.  Please contact our resort office for further details.

Will there be somebody at the airport to meet me?

We do not have a representative at the airport but we do supply you with all you need to arrive at your accommodation.  The booking confirmation will include the address, directions and keycode for your property.  You will be provided with all of our contact numbers including a 24 hour emergency number.  We are able to arrange airport transfers for you, please see following link for prices:

Are there taxis at the airport?

Yes there is a taxi rank at the airport just outside the terminal.  They are licensed to carry 4 passengers.

Where do I collect the keys from?

Keys to the property will be in a key safe on your arrival.  We will send you details of how to operate this key safe when payment of your booking is complete.

When do I receive my arrival information?

This will be sent to you once we have received your balance/full payment

Do you have an office in Lanzarote?

Our resort office address is:

Avenida de las Playas 1, 2a
Puerto del Carmen

We are open Monday – Friday 09:00 – 17:00 (Fiesta days the office closes at 14:00)
You can phone on 0034 928 596 120 or call in to our office during opening hours.


If I cancel my booking are there any charges?

If you decide to cancel your booking, you must notify us in writing.  The effective date of the cancellation will be the date the written notice of cancellation is received by us.  We will accept email notification as written cancellation provided this comes from the same email address as that used when the booking was made.

In exceptional circumstances, and by agreement with us, it may be possible to transfer a deposit paid for a holiday, subsequently cancelled, to another booking.  In these circumstances, the deposit will be held by us until another booking has been made.

If you cancel you booking, you will be charged accordingly to the following scale.

Up to 70 days prior to arrival – 25% loss of deposit
69 to 42 days prior to arrival –  50% of total price payable
41 to 28 days prior to arrival –  75% of total price payable
27 to  0 days prior to arrival – 100% of total price payable


Where do I collect the keys to my accommodation or will they be sent to me?

Keys to the property will be in a key safe on your arrival.  We will send you details of how to operate this key safe when payment of your booking is complete.

Do I need to bring linen or towels?

Linen and towels are provided.  Hand, bath and pool towels are provided in all properties (expect apartments, no pool towels).

Are there any extras I need to pay for?

There are no additional costs on your accommodation unless otherwise stated on the website. Some villas may have coin operated air conditioning units; this will be advertised on the accommodation page of our website if this is the case

Are cots and high chairs provided?

If travel cots and high chairs are not provided in your accommodation you can hire these at a cost of £15 per item per week.  Please contact our resort office for further details.

Will the pool be heated?

Most of our properties have pools and this will be  stated in the description.  They are heated during the winter months (November through to April) at no additional charge (unless otherwise stated on the property description).  Health and safety regulations do not allow us to heat the pool above 28 degrees .  Lanzarote is known for its gentle breezes but be aware these same breezes can cause your pool temperature to drop overnight so please remember to replace the pool cover at the end of the day to help maintain the temperature.  Pools in apartment complexes are generally unheated and not covered.

Is the accommodation cleaned during my stay?

The property will be fully prepared for arrival and the departure clean is included.  Additional cleaning/change of linen & towels is provided mid way through a stay of 10 to 14 nights.

Is there a safe in the property?

Safety deposit boxes are fitted in all of our properties.

What channels will I be able to get on the TV?

We cannot guarantee which channels will be available on your satellite system as they are subject to regular changes and our geographical position is outside of the main footprint.  The type of satellite system will be noted in your accommodation description on our website.  You will be able to receive some English speaking channels but these may not be channels that you are familiar with back home.

Can you supply fans?

We can provide fans for your convenience during your stay.  Please enquire at time of booking for costs.


What time do the supermarkets close in resort?

Most supermarkets in resort close at 21:00, however you may find that some smaller supermarkets are open until 22:00.  The most cost effective supermarkets in resort are Lidl (Puerto del Carmen), Mercadona (Playa Honda) and HiperDino (Puerto del Carmen, Playa Blanca)

I have a baby, will I be able to find baby food?

Supermarkets and chemists do sell nappies and baby food although these may not be the same makes you are used to.  Supermarkets sell fresh milk but this does not keep for long.  You can buy UHT milk in all supermarkets.

Will there be any information about the resort provided?

There is a comprehensive information book in all of our properties

Can I exchange money in resort?

There are banks and exchanges in resort where you can exchange your Pounds for Euros.

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