Important Information About Your Stay

Frequently Asked Questions

Save money, enjoy personal service, and experience the island like a local. Here you will find useful information for your stay in Gran Canaria.

Check-in & check-out

Each accommodation includes:

Early arrivals and late departures are always subject to availability.

We can only confirm this the day before, during office hours

Keys

Each accommodation includes:

2 sets of keys

1 access remote/key

(if applicable)

Important

In case of loss of keys or access remotes, the replacement cost will be charged to the guest.

Bed linen & towels

Provided:

1 set of bed linen per bed

3 towels per person

  • Shower towel
  • Hand towel
  • Pool/beach towel

You can wash them in the washing machine if needed during your stay

Wifi

WiFi connection is available throughout the property.

To connect

Scan the QR code located on the router (although we recommend going out and enjoying the island)

If the power goes out...

If there is a power cut or an appliance stops working:

Check the electrical panel / fuse box

It is usually located near the entrance of the property

Check if any switch has gone down

In most cases, you only need to switch it back up.

Rubbish & recycling

Please check the check-in document previously sent, where you will find:

Location of the rubbish containers

Recycling information

Community rules

(if applicable)

Help us keep the property and the island clean.

Important rules

Smoking is not allowed inside the property

Please respect neighbours and community quiet hours

Parties and events are not permitted

The number of guests must match the reservation

Failure to follow the rules may result in cancellation of the stay without refund.

Medical assistance

If you need medical attention, we recommend:

Hospital San Roque Meloneras

Private medical care with translation service available.

Clínica Roca – San Agustín

Very popular with international visitors, with translators available.

112

Emergency number

Transport & transfers

If you need...

  • Airport transfer
  • Car rental
  • Excursions

We will be happy to help you with recommendations

Taxi

Call +34 928 154 777

If the air conditioning is not working...

Before contacting us, please check the following:

Check the operating mode

Make sure the air conditioning is set to **cooling mode (❄️)** and not fan, heating or automatic mode.

Restart the system

If it is already in cooling mode and not working correctly:

  • Locate the air conditioning switch in the electrical panel
  • Turn the air conditioning switch off
  • Wait approximately 2 minutes
  • Turn the switch back on
  • Wait a few minutes for the system to restart properly
  • In most cases, this procedure solves the issue.

If it still does not work...

If after these checks the air conditioning still does not cool or does not start, please contact us and provide:

  • Which unit is not working (living room, bedroom, etc.)
  • Whether any error code appears
  • A photo or video if possible
  • We will be happy to assist you as soon as possible.

Useful tips

The sun in Gran Canaria is strong, even during winter

We recommend always using sunscreen and drinking plenty of water

On beaches and in tourist areas, always keep an eye on your belongings

To explore the island comfortably, we recommend renting a car

Check-out instructions

Before leaving the property:

Leave one set of keys inside the key safe

Leave the second set of keys inside the property

Close all doors and windows

Turn off air conditioning and lights

Take out the rubbish

Send us a photo showing the keys correctly placed inside the key safe

Thank you very much for staying with us!