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Puerto de La Cruz
 
 
YOUR PURCHASE

FREQUENTLY ASKED QUESTIONS



How to book with us

How does the website work?
How can I make my reservation?
What is the child age?
Do Babies pay?
How can I pay?
What happens once you have finished your reservation and made the payment?
How do I know if my reservation has been accepted?
What is an electronic ticket?
How do I know collection time and pick up point?
Can I change the dates of my booking?
What can I do if I do not have a printer to print out my electronic ticket?
What should I do if I did not receive an e-ticket?
Do you have any discount for groups?
Do you offer discounts for pensioners?
Why I have to inform you of my phone number to make a reservation?
Do excursions finish at the same place of departure?

About our products and services

What products can I find on the web?
In which areas of Tenerife offer excursions and activities?
How do I know in which area our hotel is?
Where do you collect the customers?
Do you offer excursions in different languages?
What happens if a tour or activity is canceled or rescheduled?
Can I cancel a reservation?

About payment

How can I pay?
Is your site secure?
What is the company name that will appear on my credit card statement?
What can I do if I have problems paying by credit card?
Is there any other way to pay instead of Internet?

About specific excursions

In which tour do I have time to use the cable car?
During the Tour Teide-Icod-Garachico and Masca we will make a trekking in the Barranco de Masca?
During the tours to El Teide there is time to ascent to the top?
In La Gomera excursion by bus do you have to walk a lot?
In the tour of La Gomera Can I travel without ID or passport?
In the tour of La Gomera or Santa Cruz & Taganana can I sunbathe on the beach?
Is the tour Wind Cave suitable for all people?
Who is allow to drive a Quad or Jet Ski ?
In which excursions includes lunch / dinner?
If I have any intolerance / allergy can they adapt the menu?

Questions about bus

Can we book seats on the bus?
Do the buses provide toilets?
Do the buses provide infant car seats?
Do the buses provide seat belts?

How to book with us

How does the website work?
First of all, you need to select where you are staying, in the northern (Puerto de la Cruz) or southern part of the island. In the next step you have to choose which kind of activity you want to do, you have different options: “Coach excursions”, “Excursions to El Teide”, “Excursions to another island”, “Night Excursions”, “Theme Parks”, “Boat Excursions” and “Nature and Adventure”.

By clicking onto your chosen activity or on “See more”, you will be able to read more about it.

You can also use our filter (located on the right side of the screen) to find excursions and activities that are most appropriate to your needs.
How can I make my reservation?
Once you have selected the excursion or activity, enter the reservation details:
  • Hotel
  • Date
  • Language
  • Number of adults and children
You have to select "Add to cart" and at the top right side "Your Purchase" click there and it will take you to a summary of your booking, here you have to fill in your details and form of payment.
What is the child age?
In the description of each tour will appear the " children Aged" where it is specified for each tour or activity and the corresponding child fare. The age lower than indicated in "children aged", will be considered as a Baby (free).
Do Babies pay?
We consider babies under 2 years old, and they are free of charge. Note that they will have to sit on parents' knee on the excursion coaches. In the description of each tour will apear the " children Aged" where it is specified for each tour or activity and the corresponding child fare.
How can I pay?
Once you have confirmed your tour or activity, you will be taken to the payment page in which you enter the details of your credit card or payment via Paypal. See more details in information about the payment. About payment
What happens once you have finished your reservation and made the payment?
Your e-ticket / electronic ticket will be sent by email to your email address, you need to print it out and present it as a proof that you have booked the activity. In the ticket you will have the pick up point and collection time for your tour or activity.
How do I know if my reservation has been accepted?
Our website is very easy to use with easy steps and instructions to follow. Once you have made your payment, you can see as our web page confirms that you have made your reservation.When you have completed this final phase, you should check out your email where will be your electronic ticket with the booking number.
What is an electronic ticket?
This is a ticket issued by our web page where you can find all your reservation details , the number of clients, barcode, hotels and other relevant details. That is what you need to present the day of your tour or activity.
How do I know collection time and pick up point?
After making your reservation, we will send by email to your email.
Can I change the dates of my booking?
Yes you can. All you need is to send us an email indicating the booking reference number and the day you want to change it to. All changes are subject to availability and must be made 72 hours before the date of your original booking.
What can I do if I do not have a printer to print out my electronic ticket?
In case that you do not have a printer we recommend you send us an email or contact via telephone (+ 34 922 795 903) some activities/excursions can be done by only showing the tickets from your mobile.
What should I do if I did not receive an e-ticket?
If you do not receive an email with your ticket, this usually means that your reservation has not been completed or accepted. In the exceptional circumstances that the payment has been made and have not yet received your e-ticket, please contact us via e-mail or by telephone (+34 922 795 903).
Do you have any discount for groups?
We can arrange special prices for groups of 15 or more. All you have to do is contact with us via email, and let us know the excursions and activities which yu are interested in.
Do you offer discounts for pensioners?
No, only "Submarine Safari" offers special price for OAP.
Why I have to inform you of my phone number to make a reservation?
This is optional but we recommend that in case that we have to get in contact with you the day of the excursions due to any delay or any incident.
Do excursions finish at the same place of departure?
Yes, they will be finish at the same point of collection. If the customer is interested in staying in another place, always indicate this to us and when we can we will make it possible for you, you only have to communicate it to the guide and we can try arrange that for you.

About our products and services

What products can I find on the web?
You can find many excursions and activities in Tenerife.
In which areas of Tenerife offer excursions and activities?
We offer excursions and activities in the south of Tenerife (Los Gigantes, Callao Salvaje, Playa Paraiso, Costa Adeje, Los cristianos, Golf del Sur, Costa del Silencio and El Médano) as well as in El Puerto de la Cruz in the north of Tenerife.

We have some excursions that are departing from these areas like Candelaria and Santa Cruz de Tenerife, please contact us via email if you are staying in one of these areas.
How do I know in which area our hotel is?
Our web page automatically generates a list of the hotels in the area that you selected. Then just choose your the hotel.
Where do you collect the customers?
We have many collection points and schedules depend on the area and the tour. We always make sure that the pick up point is near the place where you will stay and easy to find. The collection point will appear in the e-mail after having made the reservation.

if you click this it will takes you to a map that show you how to get the pick up from your Hotel.

If you are not sure, please do not hesitate to send us an e-mail to clarify the location of the Pick up point.
Do you offer excursions in different languages?
We offer our activities and excursions in different languages to ensure that all clients receive the same information. Some excursions are made only in two languages such as Teide by Night or Grapeline Experience.
What happens if a tour or activity is canceled or rescheduled?
In the rare case that we have to cancel a tour, we will inform you as soon as we know it. We will try to offer an alternative and we always offer the option of a full refund.
Can I cancel a reservation?
We are aware that due to unforeseen circumstances, sometimes plans can be change.Therefore, we will accept cancellations and we will offer you a full refund, and no cancellation fees up to 48 hours before the activity or excursions . In this case send us an e-mail, indicating your ticket number and we will make a refund to your credit card or Paypal.

About payment

How can I pay?
You can pay using Visa, Mastercard and Visa debit cards or via Paypal.
Is your site secure?
Yes it is. For security when booking, your details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You'll need to be using a browser compatible with SSL (most modern ones are).
What is the company name that will appear on my credit card statement?
Payments made to us will appear on your card statements as: Viajes Teide S.L. which is the name of the company that owns this website.
What can I do if I have problems paying by credit card?
If you have problems trying to make the payment, it could be for various reasons; these are the most common ones:
  • Some information could be missing or could be incorrect, such as CVV security code, expiry date… Please double check the details you introduced in the payment page and try again.
  • Your account has not enough money.
  • Perhaps it is a credit card not accepted by our payment site. We accept Mastercard, Visa and Visa debit cards
  • The name of the credit card holder doesn't match with the name stored by the issuing credit card company.
  • Sometimes banks prevent a payment from being made when it looks like unusual activity on the account. Before you contact us, contact with your bank and they will tell you if this has been the case. They will lift the block at your request and allow you to make the transaction.
If you have any other problem not mentioned here, we kindly ask you to contact with us. See contact section.
Is there any other way to pay instead of Internet?
If you have any other problem not mentioned here, we kindly ask you to contact with us.

About specific excursions

In which tour do I have time to use the cable car?
From the south zone, in the tour "Teide & National Park ½ day" has time to use the cable car, always and when it is operating ( the price of cable-car is not included in the tour price). Customers who do not want to climb to the cableway will have free time.

From Puerto de la Cruz, The Full Day Tour "Teide" and "Teide ½ day" has time to use the cable car, always and when operating ( the price of cable-car is not included in the tour price). Customers who do not want to climb to the cableway will have free time.

In the rest of excursions, there is no time to use the cable car.
During the Tour Teide-Icod-Garachico and Masca we will make a trekking in the Barranco de Masca?
No, in this tour you will have time in the village of Masca, but not time to make the trekking.

In the section of "Nature Adventure" has the option of "Canaventura Trekking" where there is an special excursion only to make these trekking.
During the tours to El Teide there is time to ascent to the top?
No, to climb to the peak you must have a permission that is managed through the web site www.reservasparquesnacionales.es www.reservasparquesnacionales.es in advance. This permission is not compatible with our organised excursions.

If you take the cablecar during the excursions that have time to use it, this will take you from the base station (2356 meters) to the top station (3555 meters). The last meters to the peak (3,718 meters) is not allowed to ascent without permission.
In La Gomera excursion by bus do you have to walk a lot?
No, it's a trip with several stops but does not require to walk a lot. If the customer wishes can stay on the bus.
In the tour of La Gomera Can I travel without ID or passport?
No, you have to present your ID or Passport valid to board. Photocopies will be allow if they are certified.
In the tour of La Gomera or Santa Cruz & Taganana can I sunbathe on the beach?
We do not offer that option because there is not enough time for a swim.
Is the tour Wind Cave suitable for all people?
No, it is a tour that requires to be able to walk a bit, it is not suitable for children under 5 years old, people with claustrophobia and those who have mobility problems in bones, knees and ankles.
Who is allow to drive a Quad or Jet Ski ?
For the Quads you are required to have a driving license (persons over 18 years old). Under these aged can go at the back.

For Jet Ski the minimum age for driving is 16 years old with an authorization signed by parents and parents present. Children under 16 years old do not drive the jet ski but will go at the back.
In which excursions includes lunch / dinner?
LUNCH is only included in La Gomera, Grapeline experience and Teide by night excursions, In the Medieval Night, you can choose with or without dinner.

During the other tours you will have time for lunch or dinner but it will not be included in the tour price.
If I have any intolerance / allergy can they adapt the menu?
If the excursions have lunch or dinner included we can adapt the menu if you advise us in advance, you can notify us in "remarks" when you will make the booking or via email.

Questions about bus

Can we book seats on the bus?
No, the customer will be seated in order of arrival. Only Disable People or with mobility difficulties the front seats can be booked in advance.
Do the buses provide toilets?
The buses do not provide bathrooms, but several stops are made with the possibility of using the toilets.
Do the buses provide infant car seats?
No, the buses do not provide this seats.
Do the buses provide seat belts?
No, in Spain it is only obligatory during the school routes.