Frequently Asked Questions
Planning your booking
Need help with your booking?
Our Reservations team will be happy to help.
+34 928 153 776 · [email protected]
Monday to Friday, 10:00–15:00.
How can I book a stay at Holiday Club Canarias?
The easiest way to book is through our official website. Select your preferred resort, travel dates and number of guests to check the apartments and rates available for your stay.
Can I change or cancel my reservation?
Changes and cancellations are subject to the conditions of the rate you booked. Please check the cancellation policy included in your booking confirmation.
If you need assistance with a reservation made directly with Holiday Club Canarias, contact our Reservations team at +34 928 153 776 or [email protected].
Do I need a credit card to make an online reservation?
Yes. A valid credit card is required to complete an online reservation.
Can I add extra guests to my reservation?
Yes, provided the maximum occupancy of the apartment is not exceeded and the change can be accommodated. Rates may vary depending on the number of guests, so any additional cost will be confirmed before the reservation is updated.
One-bedroom apartments accommodate up to 4 guests, while two-bedroom apartments accommodate up to 6 guests.
How can I add a special request to my booking?
You can include preferences or special requests when making your reservation. We will always do our best to accommodate them, although requests are subject to availability and cannot be guaranteed.
Is there a discount for returning guests?
Yes. Returning guests can enjoy a special discount when booking directly through our website. Contact our Reservations team so we can verify your previous stay and provide your promotional code.
Can I book a one-bedroom apartment for 3 adults and a teenager?
No. One-bedroom apartments can accommodate a maximum of 3 adults and 1 child under 12 years old. A 16-year-old therefore cannot occupy the child place, so a booking for 3 adults and a 16-year-old cannot be made in a one-bedroom apartment.
If you are travelling with this guest combination, please check the availability of our two-bedroom apartments.
BEFORE YOU ARRIVE
Getting ready for your stay
Useful information to help you plan your journey and arrive with everything you need.
How do I get from Gran Canaria Airport to Holiday Club Canarias?
Puerto Rico and Amadores can be reached by public bus, taxi or private transfer. Global Bus line 91 connects Gran Canaria Airport with Puerto Rico and Amadores. If you prefer a door-to-door service, you can also book a private airport transfer through our website at least 48 hours in advance.
Is parking available at the resorts?
Private parking is available, subject to availability. Conditions may vary by resort, and public street parking is also available near the resorts.
What documents should I bring with me?
Please bring your booking confirmation and a valid ID or passport for every guest staying in the apartment. These documents will be requested when you check in.
Is a security deposit required when I arrive?
Yes. A €100 security deposit per apartment is required at check-in. This is normally placed as a temporary pre-authorisation on your card and released within seven days after departure, provided no damage has been detected.
Is there a tourist tax to pay?
Yes. A municipal tourist tax of €0.15 plus 7% IGIC applies to stays in Mogán and is payable on arrival at the resort. The tax is set by the local authority and may be subject to change.
Are pets allowed at Holiday Club Canarias?
Pets are not allowed in our resorts or apartments for hygiene and safety reasons. Guide and assistance dogs are welcome.
CHECK-IN & RECEPTION
Arriving and settling in
Practical information about check-in, reception services and the end of your stay.
What are the check-in and check-out times?
Check-in is available from 16:00, and apartments must be vacated by 11:00 on the day of departure. If your apartment is ready earlier, our team will do their best to accommodate an earlier check-in.
Can I request an early check-in or late check-out?
Early check-in and late check-out are subject to availability and cannot be guaranteed. If you would like a late check-out, please ask reception before 12:00 on the day before your departure. An additional charge may apply.
What if I arrive late?
All Holiday Club Canarias receptions are open 24 hours a day, seven days a week, so you can check in after 16:00 if your journey arrives later in the day.
How can I contact reception during my stay?
From your apartment, dial 9 to contact reception. You can also reach your resort directly:
- Holiday Club Puerto Calma: +34 928 560 392
- Holiday Club Playa Amadores: +34 928 725 533
- Holiday Club Sol Amadores: +34 928 153 999
- Holiday Club Vista & Jardín Amadores: +34 928 725 464
Can I leave my luggage and use a shower after check-out?
Yes. If you have a later flight, luggage can be left in the designated area near reception after check-out. Shower and changing facilities are also available at the reception bathrooms at our resorts.
Can reception help me arrange car hire, excursions or activities?
Yes. Our reception team can help you arrange car hire and recommend or book excursions and activities during your stay. Selected activities can also be booked through our leisure partner or directly at reception.
DURING YOUR STAY
Making the most of your stay
Useful information about housekeeping, towels, Wi-Fi and everyday services during your holiday.
How often are the apartments cleaned?
Housekeeping services are provided five days a week, with no cleaning on Thursdays or Sundays. Cleaning takes place between 09:00 and 16:00.
If you would like your apartment cleaned as early as possible, place the green “please clean” sign on your door. If you do not wish to be disturbed, display the red side instead.
How often are towels and bed linen changed?
Towels are changed every third day. Please leave the towels you would like replaced on the floor or in the bathtub.
Bed linen is changed every seven nights for longer stays.
Can I get pool towels?
Yes. Pool towels are available from reception. A €15 refundable deposit per towel is required and will be returned when the towel is handed back in good condition. Pool towels can also be exchanged for clean ones at reception.
Is Wi-Fi available at the resorts?
Yes. Free Wi-Fi is available in the apartments and resort areas. Guests who book directly through our website may also receive Premium Wi-Fi as part of the direct-booking benefits.
What should I do if something in my apartment is not working?
Please contact reception and let our team know as soon as possible. We will arrange for our maintenance team to inspect and resolve the issue during your stay.
What should I do with rubbish on non-cleaning days?
On days when your apartment is not being cleaned, please dispose of your rubbish in the designated waste containers. Please do not leave rubbish bags outside your apartment, as they may cause unpleasant odours and attract insects.
Ask reception if you need help locating the nearest containers.
Can family or friends visit me at the resort?
No. For security and guest comfort, visitors who are not registered as staying guests are not permitted in the apartments or resort common areas, including the swimming pool and solarium.
Where is smoking allowed?
Smoking is not permitted inside the apartments or in the resort’s common indoor areas. You may smoke on your apartment terrace or balcony, provided other guests are not disturbed.
In outdoor common areas, smoking is only permitted in the designated smoking area.
Is there anything I should know about the apartment equipment?
If you experience any difficulties with the television or other electrical appliances, please contact reception for assistance. Please avoid changing the preset order of the TV channels.
Parasols and canopies should be closed in windy conditions, at night and whenever you leave the apartment.
Is there an iron in the apartment?
Yes. An iron and ironing board are available in the apartment.
SAFETY & ASSISTANCE
Help when you need it
Essential information about emergencies, medical assistance and safety during your stay.
What should I do in case of an emergency?
In an emergency, please contact reception or dial 112 for ambulance, police or fire services.
From your apartment, dial 9 to contact reception directly.
What should I do if I need medical assistance?
If you need urgent medical assistance, contact reception or dial 112.
For non-emergency medical care, please speak to our reception team. They can recommend a nearby medical centre and help you arrange an appointment if needed.
Are there defibrillators at the resorts?
Yes. All Holiday Club Canarias resorts have a defibrillator located at reception.
What should I do if the fire alarm goes off?
Please remain calm and follow the instructions given by our staff.
All our resorts are equipped with fire protection systems. You will also find an evacuation plan showing the emergency exits on the inside of your apartment entrance door.
RESORT INFORMATION
Looking for something specific?
Holiday Club Puerto Calma
Spacious apartments with harbour views in Puerto Rico, ideal for travellers seeking comfort and easy access to the marina area.
Holiday Club Playa Amadores
Premium apartments near the beach in Amadores, perfect for guests who want ocean views, privacy and a more elevated, relaxed stay.
Holiday Club Sol Amadores
A family-friendly resort above Amadores, ideal for travellers looking for poolside days, ocean views and a calm place to unwind.
Holiday Club Vista Amadores
Bright apartments in Amadores with Atlantic views, perfect for guests who value comfort, quiet surroundings and a slower holiday pace.
Holiday Club Jardín Amadores
A peaceful stay in Amadores with spacious apartments, sunny terraces and a relaxed atmosphere close to the beach and nearby spots.