+34 928 153 776 reservations@hccanarias.com

ALL YOU NEED TO KNOW

FREQUENTLY ASKED QUESTIONS

SAFETY

Emergency contact numbers:

During Reception hours from your room: 9

Outside Reception hours: +34 928 725 464 / +34 699 224 721 (Club Vista Amadores)

Ambulance, police, firefighters: 112

What are the COVID entry requirements for Spain / Gran Canaria?

For COVID requirements for entry in Spain, please access following link

COVID requirements Spain

For COVID requirements for entry in the Canary Islands, please access following link (sponsored by the Canarian Government and only available in Spanish language, therefore it is suggested to open in Google Chrome for automatic transation purposes).

COVID requirements Canary Islands

What are the COVID safety measures when I am in Gran Canaria?

The wearing of a face mask is mandatory with the following exceptions: when practising sports, when sat at the restaurant dinner table whilst ingesting food and/or beverages, when taking the sun at the pool at your sun lounger and whilst swimming, and in public places when the safety distance cannot be maintained.

Keep social distancing of 2 metres.

Sanitize your hands before and after.

No smoking if 2 metres social distancing is not possible.

Reduced capacity in the common areas. Please notice the instructions available.

The Ministry of Health and the High Court of Justice of the Canary Islands has made the implementation of the COVID certificate compulsory in Level 3 and 4 for the establishments detailed below.

This means that, any user over 12 years and 3 months of age must show either:

A negative test result carried out in a legally authorised laboratory with a maximum of 48 hours’ notice (self-diagnostic tests not being admissible), or

An official certificate having received the full vaccination from 14 days after the date of administration of the last dose (digital or paper format), or

An official certificate of having passed the disease between the previous 11 and 180 days (digital or paper format).

Any accredited personal health data is purely required for access and will not be conserved.

Accreditation of the established health requirements will be required for access to the following establishments, facilities or activities for public use, whether publicly or privately owned:

Hotel and catering establishments open to public concurrence, whose resolution to grant an opening licence has a capacity of more than 30 people. Exempt from this measure are canteens (not cafeterias) of regulated educational establishments, with respect to students and teaching staff.

Establishments and night-time leisure activities whose opening licence has a capacity of more than 30 people, as well as others in which, regardless of their capacity, the consumption of food is permitted.

Establishments and spaces dedicated to recreational activities and gambling, whose opening licence has a capacity of more than 30 people, as well as in those others in which, regardless of their capacity, the consumption of food is permitted.

Events and celebrations with a concentration of people and music festivals with an attendance of more than 500 people, as well as in those others in which, regardless of their capacity, the consumption of food or drink is permitted.

Sporting events attended by more than 500 people, as well as other events where, regardless of their capacity, the consumption of food or drink is permitted.

Public shows attended by more than 500 people, as well as other events where, regardless of their capacity, the consumption of food or drink is permitted.

Cultural activities in cinemas, theatres, auditoriums and similar, whose opening licence has a capacity of more than 50 people, as well as in those others in which, regardless of their capacity, the consumption of food or drink is permitted.

Gyms and similar facilities.

Health establishments and centres for visits to admitted patients, as well as for accompanying users to consultations, diagnostic tests, cures or treatment, except in the case of minors, the disabled, dependents or persons whose health or other circumstances require them, at the discretion of the health staff of the centre or establishment.

Residential or day-care establishments, for visitors and persons outside the institution.

The accreditation of health requirements shall be required for access to both open and closed spaces of the establishments, facilities or activities indicated.

The implementation of the COVID certificate for the islands in levels 1 and 2 is voluntary.

Where can I take a COVID test?

OPTION 1: Clínica Scandinavica Puerto Rico – test at clinic and hotel

Monday to Sunday from 09:00 to 19:00 hrs.

Antigen

At hotel: 35€

At clinic: 25€

PCR

At hotel: 95€

At clinic: 80€

Test results the same day in the afternoon by E-Mail or WhatsApp.

Test results for pick-up at clinic, the day after from 09:00 hrs.

Contact details: Tel: +34 928 562 324; E-mail: teresa.guerra@juaneda.es or ask our reception to make the appointment for you.

Important to bring / show your passport.

Option 2: Covid Test Point by San Roque University Hospital Maspalomas – test at hotel

Scan the QR code available at your reception

Antigen

Monday to Sunday 08:30 – 16:30 hrs

Price 40€

Test results by e-mail after 7 hours

PCR

Monday to Sunday 08:30 – 16:30 hrs

Price: 140€

Tests before 13:00 hrs, results by e-mail as from 20:00 hrs

Tests after 13:00 hrs, results by e-mail next day from 08:00 to 12:00 hrs.

Important to show your passport.

What do I do when the fire alarm goes off in the resort?

All our resorts are equipped with a fire protection system.

If the fire alarm goes off, please remain calm and follow the instructions from our staff.

On the inside of your entrance door, you will find a plan showing the emergency exits.

 

I need to see a doctor, where can I go?

For emergencies: contact your reception or dial 112 (ambulance, firefighters, police).

For normal doctor visits: ask your reception for recommendations, to ensure the best attention.

Holiday Club is currently collaborating with:

Clínica Scandinavica – Puerto Rico

Contact details: Tel: +34 928 562 324; E-mail: teresa.guerra@juaneda.es or ask our reception to make the appointment for you.

San Roque University Hospital – Maspalomas

Contact details: Tel: +34 928 404 142, or ask your reception to make the appointment for you.

They will ask for your travel insurance, or EU medical coverage certificate.

Are there defibrillators at the resorts?

Each resort has a defibrillator at the reception.

What do I do in case of an emergency?

Emergency contact numbers:

During Reception hours from your room: 9

Outside Reception hours: +34 928 725 464 / +34 699 224 721 (Vista Amadores)

Ambulance, police, firefighters: 112

 

General

What room types are offered at the Holiday Club Canarias resorts?

The rooms are 1-bedroom apartments with a maximum occupancy of 4 persons (2 in the bedroom and 2 on the sofa-bed), and 2-bedroom apartments with a maximum occupancy of 6 persons (2 in each bedroom and 2 on the sofa-bed).

Do you have rooms adapted for people with reduced mobility?

Many of our resorts have adapted rooms.

You can find out which ones do, contacting our reservations department:

+34 928 153 776

reservations@hccanarias.com

Are pets allowed?

We know that your best friend is very important to you but, due to hygiene and security reasons in our resorts and apartments, pets are not allowed.

How do I get from the airport to the resort?

By taxi

A taxi journey takes around 40 minutes, as the airport is ± 50 kms from any resort. Private transfers can be booked on our site under “Services”

By car

See our GPS coordinates at our “Resorts” page.

Are there supermarkets at the resorts?

Club Sol Amadores has a mini-market located next to the reception.

For the rest of the resorts, supermarkets are available at walking distance.

All receptions sell 5-litre bottled water.

Are the swimming pools heated and when can I use them?

Our heated freshwater pools (± 25ºC) are open from 10:00 hrs to 19:00 hrs. For your own safety the pool cannot be used outside these hours.

Do all resorts have private parking?

Yes, although with limited spaces.

Reservations

How can I request a late check-out?

If you would like to stay in your apartment after 11:00 hrs, you can add your request in the “Any personal Request” section when making a reservation, or if you are already on site, please check with reception before 12:00 hrs the day prior to your departure.

We will do everything possible to accommodate your request, and if possible, there will be an additional cost for staying longer.

Can I cancel or change my reservation and how do I do that?

If your travel plans change, you can cancel or modify your reservation in accordance with the cancellation policy as stated during the reservation process.

Please call our reservations department or send us an e-mail.

+34 928 153 777

reservations@hccanarias.com

Will I be charged for extra guests occupying my apartment?

Rates vary by date and by the number of persons occupying the room. To accommodate more guests, you might need to change your reservation. You will be notified of any additional charges prior to confirming your updated reservation.

Maximum occupancy for a 1-bedroom unit is 4 persons. Maximum occupancy for a 2-bedroom unit is 6 persons.

Do I need a credit card for online reservations?

A credit card number is required to book a reservation online. 

I am having difficulties with the online reservation. Is there a number to call?

In case any issues arise during the reservation process, please call +34 928 153 776

How do I indicate any special requests?

Any preferences and requests you can add in the “Any personal Request” section when making a reservation. We will do everything possible to accommodate your request.

RECEPTION

What documents do I need to present when checking in?

Upon arrival at the resort you must present your booking voucher, either printed on paper, or on the screen of a mobile device, and the personal documentation (ID, passport …) of ALL guests.

At what time do I check in and check out?

The check-in time is 16:00 hrs. However, our staff will try their utmost to check you in as early as possible. The check-out time is before 11:00 hrs. 

If you would like to stay in your apartment after 11:00 hrs, please check with reception before 12:00 hrs the day prior to your departure. There will be an additional cost for staying longer.

What are the reception opening hours?

The Club Puerto Calma reception is staffed from 08:30 hrs to 02:30 hrs.

The Club Playa Amadores reception is staffed from 08:30 hrs to 01:00 hrs

The Club Sol Amadores reception is staffed from 10:00 hrs to 20:00 hrs.

The Club Vista/Jardin Amadores reception is staffed 24 hours.

For emergencies, please dial the Vista/Jardin Amadores reception +34 928 725 464 / +34 699 224 721,

or 112 (Ambulance, Police, Firefighters).

Can I shower and leave my luggage when I have checked out and have a late flight?

All our resorts offer dressing rooms / shower at the reception bathrooms, and your luggage can be kept in a designated area near the reception.

Can I hire a car at the reception?

Yes, you can. The car-hire company we work with is a local collaborator we have worked with for many years. Their service is excellent and prices are all-inclusive.

Can I book excursions or activities at the reception?

Yes, you can. Our receptionists will be happy to help and suggest.

  HOUSEKEEPING

How many times is my apartment cleaned?

Holiday Club Canarias offers its clients a cleaning service of the apartment five days a week – including a change of towels if necessary.

Being environmentally conscious, Holiday Club promotes ecological use of towels. Therefore, your towels will be changed if you leave them on the floor, or in the bathtub.

If you wish to change your pool towels, please hand them in at the reception and you will be given the same amount of clean towels.

There is no cleaning service on Thursdays and Sundays.

Bed linen is changed every seven days upon an extended stay.

At what time is my apartment cleaned?

The apartments are cleaned from 09:00hrs to 16:00hrs, except on Thursdays and Sundays.

If you wish your apartment to be cleaned as soon as possible, please hang the door handle sign with the green side showing outwards on the outside of your apartment door and the cleaning staff will prioritize it.

If you wish not to be disturbed, hang the sign with the red side showing outwards.

Do not forget to remove the red sign before 11:30hrs. If not, the housekeeping service will not be provided on that day.

What do I do with the garbage on non-cleaning days?

If you wish the garbage bag to be removed during the days that your apartment is not being cleaned, please throw the bag in the respective containers.

Locations:

Club Playa Amadores – hallway to the lift;

Club Sol Amadores – car park;

Club Puerto Calma – car park;

Club Vista & Jardín Amadores – outside the resort at ± 30m distance.

Please do not leave your garbage outside of your apartment. This will create unpleasant odours and attract cockroaches and insects.

Where can I find the recycle containers?

The recycle containers are provided by the Mogán Town Hall and can be found:

Club Playa Amadores – roundabout outside the resort;

Club Sol Amadores – car park;

Club Puerto Calma – car park;

Club Vista & Jardín Amadores – outside the resort at ± 30m distance.

 SUSTAINABILITY AND MORE…

Maintenance

The maintenance team works from 08:00 hrs to 16:00 hrs. Please report any incident to our reception. Incidents reported to the reception before 16:00 hrs will be addressed, whenever possible, the same day and if this is not possible, the following day.

Laundry

Club Jardin Amadores, Club Playa Amadores and Club Vista Amadores have a washing machine in all units. In the other resorts, washing machines and dryers are available in the common areas. Please contact the reception for more information.

Room

Television: please do not reschedule the order of the programmes in the televisions according to your preference. This complicates and increases the technician’s work. If you encounter any difficulties, please contact the reception.

Parasols and canopies: please close them in windy conditions, at night and when leaving the apartment.

Animals: please do not feed stray animals (cats, pigeons etc). Apart from being a hygiene hazard, these also represent a serious inconvenience to the guests.

Appliances: should you need help with the functionality of electrical appliances, please ask the reception.

Sustainability

Please be cautious with the use of water and electricity and we would like to request for your collaboration with the following:

  • Re-use towels when possible. If you wish to change your towels, place them on the floor or in the bathtub.
  • Use the dishwashers and washing machines only when they are full. Dishwasher tablets are provided at check-in day. Should you need more detergent, please ask the reception.
  • Use the tumble dryers only when strictly necessary.
  • Have showers instead of baths.
  • Please turn off your air-conditioning when you leave your room, and do not leave doors and windows open when it is turned on.

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