FREQUENTLY ASKED QUESTIONS: TIGOTAN

Dreamplace is a Canarian Company that is formed by 4 hotels, 3 of which are located in Tenerife and the 4th in Lanzarote.

Book Flight + Hotel directly with us from this link and get the best combination for your next stay at Tigotan Lovers & Friends. During the booking process, you will be able to select the dates, the flight, the type of room, and the regime you prefer.

If you are part of Dreamplace Club and book Flight + Hotel, you will enjoy all its advantages and exclusive discounts. Flight + Hotel bookings will accumulate to your Dreamplace Club stays, although you will not be able to view them from your client area.

The discounts in effect at the time of booking are applied directly to the final price, even if they are not shown during the booking process. At the moment, it is not possible to apply offers that include extras (for example, free tickets to theme parks) when booking Flight + Hotel.

Upon confirming your booking, you will receive a confirmation email with the booking details, as well as a voucher that you will need to present when checking in at the hotel reception. If your flight departs from the United Kingdom, you will also receive an ATOL certificate.

If you want to select your room number, you can do so through this link, which you will also find in the booking confirmation email.

Please note that in Flight + Hotel bookings, the flight is non-refundable, while for the Hotel, the conditions of the rate you chose during the booking process apply.

If you need more information about Flight + Hotel, or need to make any changes or cancel your booking, contact us at 0044 203 728 29 35.

At the Tigotan Lovers & Friends hotel, we have designated smoking areas. Smoking is not allowed inside the rooms, but it is permitted on the terraces or balconies.

Yes, all the rooms have a balcony and/or terrace.

Yes, there is Wifi available in all our hotels, FREE!

Of course, we adapt to you! Our hotel has rooms that you can use, subject to availability and previous reservation in reception.

You can pay for your stay when making the reservation or at check-in. We offer various payment methods:
- Card: We accept payments via Visa, MasterCard, and American Express.
- Cash: For payments under €1,000.
- Bank transfer: If you prefer this method, please contact us (+34 922 979 281 or [email protected]).

Please note that payment will be made in euros, so if you pay in another currency, different exchange rates may apply from the time of booking.

Yes. A hairdryer is provided in all the rooms.

You can browse the 3D map of our hotel and choose the room that best suits your needs.

It is important to note that the room selection request will not take effect until you confirm your reservation at the hotel and is subject to availability, so you will be notified by email when your room has been successfully assigned. In the event that the room you selected is not available, we will offer you an alternative with similar features.

The additional cost for room selection will be paid at the time of check-in at the hotel reception. Platinum members of Dreamplace Club enjoy a 50% discount on room selection, while Diamond members enjoy free room selection.

Yes, there is a safe in the room and the cost is 2,50€ per day. Our hotel reserves the right to change these prices without previous notice, please contact our reception to verify the cost.

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.

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.

In case of cancellation or no-show, regardless of when it occurs, the deposit already paid will not be refunded.

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 Week 2026 from March 29th to April 5th (both included) and during Easter Week 2027 from March 21st to March 28th (both included).

Low season: dates not included in the high season.

*We recommend reviewing the specific conditions of your reservation at the time of making it.

There are various ways. You can contact our reception, or if it is before your arrival you can telephone our call centre 0044 203 608 7631. You can also contact us through our website, or on the customer zone if you are a member.

There are approximately 60 channels available in various languages.

It depends on the type of room. A single bed is 1m, the double is 1.45m, the bed provided in the suite is 2m and the bed in the Romance room is 1.80m.

Our hotels have extra beds for our guests.

The minibar itself has no extra charge. But if you prefer to arrive to a fridge full of treats then a charge of €14. The package includes 10 drinks and two bags of crisps. Our hotel reserves the right to change rates without prior notice, please call reception to verify the cost.

There is the possibility to rent a kettle from an external business The Smart room, Romance room and Suite include a Nespresso Machine and Kettle.

Yes. After making your booking, and right up until the day of your stay, you can complete the online check-in process via this link to avoid waiting at reception. Remember to have your booking reference, IDs, and guests' personal details ready to complete the online check-in.

The entrance to the room is guaranteed for 15:00, but if your room is ready beforehand, we are more than happy to provide you with the key.

The entrance to the room is guaranteed for 15:00, but if your room is ready beforehand, we are more than happy to provide you with the key.

Our reception should have the keys back by 11:00 am at the latest.

You can request a late check-out at reception for an additional cost:

Until 14:00 for €20.
Until 18:00 for €40.

Exclusive late check-out.

Customers with the exclusive half-board included in their reservation will have access to the Exclusive Lounge until the check-out time:

Until 14:00 for €35.
Until 18:00 for €60.

Platinum members of Dreamplace Club can enjoy a free late check-out until 14:00, and Diamond members can enjoy a free late check-out until 16:00.

*The late check-out service, for both Dreamplace Club members and all other guests, is subject to availability and must be requested at reception at least one day prior to departure.

Yes, the best option is to contact our gex team: [email protected] directly: (+44 203 608 7631): [email protected]

From Tenerife South Airport (TFS), the price of the transfer to the hotel is €65 for transfers of 1 to 3 people, €89 for 4 to 8 people and €142 for 9 to 13 people.

From Tenerife North Airport (TFN), the price of the transfer to the hotel is €152 for transfers of 1 to 3 people, €171 for 4 to 8 people and €287 for 9 to 13 people.

The sunbeds are free of charge and it is forbidden to reserve them.

There are 2 exterior pool and a hydromassage bathtub that are heated approximately between 22-26 degrees, only in the winter season.

No, the hotel does not have an indoor pool.

The nudist zone can be found on the hotel rooftop, your key needs to be activated by reception to be able to gain access.

The swimming pool is open from 09:00-20:00 in the summer and 09:00-18:00 in winter. For a change of towels, please speak to the lifeguard at the swimming pool, 10:00-12:00 and 15:00-17:00.

Yes, the pool towel service is executed from pool.

The service is free, but a charge to the room of 20€ deposit per towel will be made. On departure this charge will be cancelled and refunded. Our hotel reserves the right to change rates without prior notice, please call reception to verify the cost.

Yes, this is an external service and the estimated time is 48 hours.

We have a carpark with a limited amount of space, so places are allotted on a first come first served basis. Near the hotel however there are various free parking areas.

An iron is not permitted in the room, but we have a specific room to iron, you only have to ask for the key in reception.

The rooftop provides a fitness zone. (For availability and opening hours consult in reception).

Yes, daily.

Yes, we have a rent a car office in reception.

Animals are not permitted except guide dogs.

We want you to feel at home, and so we can take care of ordering a bouquet of flowers, a bottle of cava...etc. The price depends on the request. Contact to our gex team:: [email protected] for more information.

The beach is about 800 metres from the hotel.

Yes.

If you're a returning client you can claim discounts by contacting our Call Center (+44 203 608 7631) to formalize your booking.

Yes, contact gex team to obtain the information you require (+44 203 608 7631)

We have a dress code only for the Santa Rosa Grill restaurant, where gentlemen are required to wear long trousers or trousers that extend below the knee, and neither singlets nor sandals/flip-flops are permitted.

The Exclusive Half-Board, in addition to breakfast and dinner, offers the following exclusive services for our guests:

• One dinner included at our à la carte restaurant Santa Rosa Grill for every 7 nights of stay in a single reservation. Drinks are not included and a reservation is required.
• Access to the Exclusive Lounge. A relaxation area where you will find a selection of drinks (hot, cold, with and without alcohol). Open from 10:30 to 18:00, between 11:00 and 17:30 you can enjoy some wonderful snacks. *Schedule subject to change according to the season.
• Nespresso coffee machine with 4 capsules.
• Exclusive bathrobe and slippers.
• Personalised attention from our Guest Experience team.
• 15% discount on treatments and massages at the Vitanova Wellness Center.
• Minibar with 12 drinks.
• Welcome water.
• You can reserve your sunbed in the Café del Mar area at no additional cost with 24 hours advance notice and subject to availability.
• Kettle, tea, white and brown sugar, sweetener, and cream.
• Free use of the safe.

The Half Board Exclusive is included in the reservations for Double Exclusive Pool View, Romance, and Suite rooms.

No, half board includes breakfast and dinner in the buffet restaurant. Whilst the Exclusive HB includes drinks and bits in the VIP zone.

No

The hotel has 2 restaurants; the buffet restaurant Areca and the à la carte restaurant Santa Rosa Grill. Plus a Snack Pool Bar and Café del Mar.

The opening hours of our restaurant Areca is from 07:00-10:00 for breakfast and 18:30-22:00 for dinner (subject to variations according to seasons). The opening hours for the Santa Rosa Grill is from 19:00-22:00.

Yes, contact reception in advance and we will attend to your needs. If you wish for something specific there will be an additional charge.

No

The minimum age permitted is 18 years.

Dreamplace Club is the loyalty program of Dreamplace Hotels & Resorts, designed to reward your stays at our hotels. With each booking and stay you will earn points to level up, and you will enjoy exclusive discounts and other advantages.

You can check all the information about Dreamplace Club at the following link.