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Frequently Asked Questions: Tacande Portals
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Dreamplace Hotels & Resorts
What is Dreamplace?
Dreamplace is a Canarian Company that is formed by 4 hotels, 3 of which are located in Tenerife and the 4th in Lanzarote.
Can I change my booking? How can I do this?
Yes, you can modify your reservation. Keep in mind that the modification policy varies according to the season:
Low season: You can modify your reservation up to 48 hours before the check-in time.
High season: You can modify your reservation up to 7 days before the check-in time.
How do I modify my reservation?
Upon making your reservation, you will receive a confirmation email with an exclusive link to access your reservation and make the necessary changes. You can also access and modify your reservation through the "My Reservations" section of our website.
If you are a member of our Dreamplace Club, you can manage your reservations directly from your private area on our website.
*Modifications are subject to availability and the current rate conditions at the time of the change.
*It is possible that some promotional rates or reservations may not be changeable. We recommend reviewing the specific conditions of your booking at the time of making it.
Is it possible to cancel my reservation? How can I do that?
Yes, you can cancel your reservation. Keep in mind that the cancellation policy varies depending on the rate and the season:
Dream Rate:
Low season: You can cancel your reservation up to 48 hours before the check-in time. In case of cancellation within the 48 hours, 1 night will be charged as a penalty
High season: You can cancel your reservation up to 7 days prior to the check-in time. In case of cancellation within the 7 days prior, 1 night will be charged as a penalty
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), one night will be charged as a penalty.
Modifiable Rate:
Low season: this rate can be canceled up to 48 hours prior to the check-in time. In case of cancellation within the 48 hours, the deposit will not be refunded.
High season: this rate can be canceled up to 7 days prior to the check-in time. In case of cancellation within the 7 days, the deposit will not be refunded.
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), the deposit will not be refunded as a penalty.
Standard Rate:
Low season: You can cancel your reservation up to 48 hours before the check-in time. In case of cancellation within the 48 hours, one night will be charged as a penalty.
High season: You can cancel your reservation up to 7 days before the check-in time. In case of cancellation within the 7 days prior, 1 night's charge will be applied as a penalty
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), one night will be charged as a penalty.
Special Rates:
In low season: this rate can be canceled up to 48 hours prior to the check-in time. In case of cancellation within 48 hours, the deposit will not be refunded.
In high season: this rate can be canceled up to 7 days prior to the check-in time. In case of cancellation within 7 days prior to arrival, the deposit will not be refunded.
*At the Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. In case of cancellation within this period or no-show (not arriving at the hotel), the deposit will not be refunded as a penalty.
Non-Refundable Rate The Non-Refundable rate is not subject to cancellations
How do I cancel my reservation?
When you make your reservation, you will receive a confirmation email with an exclusive link to access your reservation and be able to cancel it. You can also access your reservation and cancel it through the "My reservations" section of our website.
If you are a member of our Dreamplace Club, you can manage your reservations directly from your private area on our website.
*These conditions are subject to possible modifications, with those indicated in the booking confirmation email prevailing.
High season: From July 1 to August 31 (both inclusive); from December 23 to January 3 (both inclusive); during Easter of 2025 from April 13 to April 20 (both inclusive) and during Easter of 2026 from March 29 to April 5 (both inclusive).
Low season: dates not included in the high season.
*We recommend reviewing the specific conditions of your reservation at the time of making it.
Do I need to pay any tourist tax during my stay?
Yes, the Ecotourism tax is €3.30 per person per day, and it must be paid upon check-in at reception.
What distance is the hotel from the beach?
Just 200 meters from the impressive Cala Portals Nous is the Costa area. Reaching the beach involves a somewhat bumpy ride, but the view from there more than makes up for it.
On the other hand, the Cala area is less than 150 meters from the beach and its access is completely flat, which makes it an ideal option for those who prefer to avoid steep slopes.
Are pets allowed in the hotel?
Animals are not permitted except guide dogs.
Can you prepare some kind of detail for a birthday (flowers, bottle of champagne...)?
We want you to feel completely at home, so we will be delighted to order a bouquet of flowers, a bottle of cava, etc. for you, the price of which depends on what you want. Please contact reception.
How many TV channels are available in the room?
There are approximately 100 channels available in various languages.
Do all rooms have a balcony at the hotel?
Yes, all rooms have a balcony and / or terrace.
Is it possible to put an extra bed instead of the sofabed in the room?
No, our hotel does not have extra beds.
Do you have complimentary guest rooms that I can use on my departure date?
Of course, we adapt to you! Our hotel has rooms that you can use, subject to availability and previous reservation in reception.
Are slippers and a bathrobe provided in the room?
You will have a dressing gown and slippers at your disposal in our Gold Level rooms.
Are refridgerators provided in the room?
You will be able to find a minibar in all rooms, which will be filled to suit the guest either by choosing our packs or a la carte.
How wide are the beds?
The double beds measure 1.80 x 2 m, the single beds in double rooms measure 0.90 x2 m two beds and the "singles" 1.35 x 2 m.
Are there tea and coffee making facilities in the rooms?
The Gold Level rooms have a Nespresso coffee maker, accompanied by 4 complimentary coffee capsules.
Do the rooms have a hydromassage bathtub?
To enjoy a room with a hydromassage bath, we invite you to book your stay in the Gold Level rooms. *Except Gold Level Swim Up with private pool.
From what time is the room available on our arrival date?
Your room will be available from 3pm. If you are foreseen to arrive before this time please let us know.
If we arrive late the first night, will we have a dinner waiting for us?
We offer you a "cold dinner". The hotel offers you a selection of cold dishes such as salads, cured meats, cheeses... remember to notify us in advance.
What if I want to leave my room later on the last day of my stay?
Our reception must have the room key at the latest at 12:00h.
Do you organize transfers from the airport?
Yes the best option is to contact our reception directly (+34 971 676 000)
We also offer a shuttle service to the capital city. For more information, click here.
What is the hotel’s sunbed policy?
The pools are open from 10am to 6pm. The sunbeds and sunshades are free of charge and they cannot be reserved.
Are the swimming pools heated?
There are no heated pools in the hotel as it only opens during the spring and summer season.
When are the pools open? Is there a pool towel service?
The pools are open from 10am to 6pm, and the hotel has a life guard and pool towel service, also available from 10am to 6pm.
Is the Spa free?
We offer one free entry per client and stay to the Spa in the Gold level rooms. If you have a reservation in the rest of the rooms, you can access the Spa for € 10 a day.
*Children under 16 are not allowed.
What does the thermal circuit include? Can I use any of the services separately?
The thermal circuit offers a pool with two points of water jets, sauna and Turkish bath, thermal shower. Also, remember that you have a selection of treatments and massages that you can request by reservation whenever you want.
Are children allowed in the Spa?
Only children over 16 years of age can enter the Spa.
Is there an indoor pool?
There is only an indoor pool inside the Spa.
What forms of payment are accepted at the hotel?
The hotel accepts payment in cash or by card. If you prefer, you can make a bank transfer, in this case, please contact us.
Does the hotel provide Wifi?
Yes, there is Wifi available in all our hotels, FREE!
is there a daycare centre for children? when is it open?
We are sorry but we do not have a daycare centre service in our establishment.
Is there a pool towel service?
Yes, our pool towel service is free of charge and is available at reception or during the opening times of the pools (10am to 6pm).
Is there a laundry service?
Yes, with an additional charge.
Are there irons and ironing boards in the rooms?
Yes, upon request, all the rooms offer an iron and an ironing board.
Is there entertainment for adults?
We have live music at night.
Can we rent a car from reception?
Yes, we have a rent a car office in reception.
Can the hotel organise excursions?
Yes, contact reception to obtain the information you require (+34 971 676 000)
Is there a dresscode for dinner?
The ladies should always dress elegantly. The use of long trousers at dinner is mandatory for gentlemen.
Does half board include lunch?
Half board includes breakfast and dinner with an a la carte menu in our restaurants.
Can I change dinner for lunch with the half board option?
No, it is not possible to change dinner for lunch with the halfboard option.
Is there a restaurant for lunch?
Yes, the Pool Bar Far de Portals, which is open from 10:00 AM to 6:00 PM.
How many restaurants are there?
The hotel has two a la carte restaurants as well as a Pool Bar, the option for lunch at noon next to the pools.
Is there gluten-free food and dishes?
Yes, please contact reception in advance and we will be happy to assist you.
Is there room service?
Yes, but with an additional charge of 12€.
Does the hotel offer baby cots? Is it free?
Cots are available on demand for the Deluxe and Family Deluxe rooms. The cost is just €10 a day.
For further information and booking, please call +34 971 676 000.
What is Dreamplace Club?
Dreamplace Club is our exclusive loyalty programme, designed to reward your loyalty at Dreamplace Hotels & Resorts. Individuals over the age of 18 can enrol in the Dreamplace Club Programme. Registration and participation for our guests is free.
We want every experience with us to be exceptional, which is why we created this club to adapt to your travel style. Enjoy additional exclusive discounts and other benefits on every visit, because at Dreamplace, your satisfaction is paramount.
What are the Dreamplace Club?
Dreamplace Club offers three distinct categories based on the number of stays enjoyed at our hotels:
Dream Member: Your gateway to our exclusive Dreamplace loyalty program. No previous stays at our hotels are required to access its privileges; simply by registering as a user, you can enjoy all its benefits.
Loyal: Designed for customers who have enjoyed between one and nine stays at our hotels. Upon reaching this level, you can expect even more benefits, discounts, and exclusive advantages during your future visits to Dreamplace Hotels & Resorts.
Super Loyal: Reserved for customers who have enjoyed ten or more stays across all our hotels. As a member of this exclusive level, we guarantee you unique benefits and discounts on every visit to any of our Dreamplace Hotels & Resorts properties.
What advantages does each category have?
Dream Member: This level serves as the gateway to our club, from which you can ascend to higher levels. You'll enjoy exclusive advantages including late check-out (subject to availability and until 14:00 pm at the latest), early access to corporate offers, exclusive access to your private area, free Wi-Fi throughout the hotel, and a welcome bottle of water.
Loyal: At this level, you'll enjoy all the benefits of Dream Member, plus an additional 5% discount on all your future bookings.
Super Loyal: You'll enjoy all the benefits of Dream Member, but with an additional 10% discount on all your future bookings.
How can I become a member of Dreamplace Club?
The process is very simple. You can easily register by accessing the official website of Dreamplace Hotels & Resorts and looking for the section dedicated to Dreamplace Club. There, you will find detailed information about the program and how to join.
How do I apply my Dreamplace Club discount?
If you are already a member of our Dreamplace Club loyalty program, simply log in to our portal and if you meet the conditions, the discount will be automatically applied during the booking process.
It's important to remember that in order for benefits and discounts to be applied, you must be correctly logged in at the time of making the reservation. If you're not logged in and a reservation is made, Dreamplace Hotels & Resorts will not be able to apply the corresponding membership discounts to the booking.
Who can benefit from the Dreamplace Club Program?
All users who are registered through our website or customer service centre in our Dreamplace Club loyalty programme can benefit from all the exclusive advantages.
The benefits will automatically be applied to the reservation holder who is enrolled in Dreamplace Club. In the event that you are part of a reservation but not the holder of it, you can also enjoy the benefits of our loyalty program by notifying our reception team upon your arrival at the hotel. We will register you if necessary and add your stay to your Dreamplace Club customer area.
It is important to note that upon arrival at the hotel, the identification documents will be checked to ensure that the holder of the Dreamplace Club Program is the same as the reservation holder. *This will not apply in specific cases where the absence of the holder is documented, such as medical reasons. In the event that Dreamplace Hotels & Resorts detects that the holder of a Dreamplace Club account has made reservations for third parties, it reserves the right to apply the rate without the discount and/or benefits and terminate their participation in the loyalty program.