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GUEST FAQ'S

General

What time is check-in and check-out?

Each home has a check-in time of 15:00 or 16:00 (depending on the place). We understand that everyone arrives at different times, so we offer a flexible self check-in system.

 

Early check-ins might be available, just ask us.

 

You can always contact someone if you have any unexpected difficulties with the check-in.

 

Check-out is before 11:00. Late check-out can sometimes be arranged. Note we will only be able to confirm late check-out one day before departure.

Can I leave my bags somewhere if I arrive before check-in?

Sure. Early bag drop can usually be arranged. Please contact us to confirm this.

Do you need my ID?

Yep. We will ask you to submit the personal information of all parties staying a few days before check-in. We will send you an email with a link to submit a photo of your valid government or state-issued photo ID.

 

This is for security purposes and is required by Spanish law.

Do you provide bed linen and towels?

Absolutely. We provide bed linen and towels, included in the price.

 

Make sure you let us know how many people are in your group so that we can provide the correct number of towels and bed linen accordingly.

 

If your stay is 7 nights or longer, we’ll give you change of towels and bed linen.

How frequently is housekeeping provided?

Our wonderful housekeepers do a full professional clean of every property before a new guest arrives, which includes making the bed with fresh linens and providing fresh towels.

 

Mid-stay housekeeping is available for an extra fee. Contact us for more information.

What comes with every home?

Every SuperHost Tenerife home is guaranteed to include:

  • 24/7 support for in-stay issues (e.g. lost keys, issues with appliances, etc.)
  • Self check-in
  • High speed Wi-Fi
  • Full kitchen, crockery, cutlery and cooking basics
  • Fresh bed linens and towels
  • Iron and ironing board
  • Bathroom amenities
  • Hair dryer
  • A place to work/catch up on emails/study
  • Professional cleaning pre and post stay

Reservations

How do I book a stay?

Follow these three simple steps to book your short stay in one of SuperHost Tenerife’s holiday rentals:

 

Step 1: Go to the accommodation page and browse our holiday homes in Tenerife. Click on any listing to see it’s availability calendar on the right-hand side. If you have specific dates for your holiday in Tenerife, search by check-in and check-out dates, as well as the number of guests using the search engine below the holiday home listings.

 

You will then see the list of available properties during your chosen days. Once you have selected the holiday home that best suits you, click on “Book Now”.

 

Step 2: Fill in the booking form with your personal and payment details and click “Book Now”.

 

Step 3: Our system will request 100% of the total amount as a pre-payment. Read our payment and cancellation policy.

 

Step 4: Submit your payment and you will receive a booking confirmation email.

How do I verify my rate and reservation?

We’ll send you an email to confirm all your reservations details including the dates of stay, property name, the number of guests and your confirmed rates.

How can I pay?

We accept bank transfers (free) and PayPal (+3%) payments.

 

100% of the balance is due on booking and can be paid via bank transfer or PayPal (+3%).

Can you hold dates for me?

We can hold dates for a maximum of 24-hours.

Can I change my reservation?

Subject to availability, changes to the travel dates of a pre-paid booking can be requested by emailing us at reservations@superhosttenerife.com. Reservation changes are subject to a €20 change fee and any rate difference.

 

If you are less than 7 days from your arrival date no changes can be made.

How can I cancel a reservation?

If you need to cancel your reservation, we ask that you email us at reservations@superhosttenerife.com as soon as possible. Depending on the chosen rate type a cancellation policy may apply.

 

Reservations designated as non-refundable at the time of booking remain non-refundable regardless of circumstances.

 

We offer a free 24-hour cancelation period after booking, whereby if you decide to cancel within those 24 hours you will be reimbursed your deposit within 72 hours.

What if I want to extend my stay?

If the home is available, you can book and pay for additional nights – if you’d like to extend your stay, just contact us.

Is there a minimum age to book?

The minimum age to book an apartment is 18 years old. Minors of 18 are welcome with family or a companion.

Do I have to pay for my child?

Children under 2 years are welcome to stay for free and children older than 2 years old are charged as an adult.

 

Each home is equipped with a highchair and a folding cot, at no extra charge, on request. If you plan to come with babies, please let us know in advance.

Troubleshooting

What is the cancellation policy?

Prepayment
The guest will be charged a prepayment of 40% the total price of the reservation on reservation.

Cancellation

  • Full refund if the you cancel within 24 hours of receiving the booking confirmation.
  • Full refund with €20 admin fee if you cancel up to 45 days prior to arrival.
  • 60% refund if you cancel up to 30 days prior to arrival.

No-show
If you don’t show up, you will be charged the total price of the reservation.

Is there a 24-hour emergency telephone number?

There is a 24-hour emergency telephone contact number for emergencies relating to your accommodation (lost keys, broken appliances etc.) during your stay in our properties.

What if something gets damaged in the home during my stay?

We know that you will take care of our homes as if they were your own, but sometimes accidents
happen.

 

If something breaks or gets damaged during your stay, please let us know immediately. We will also
assess the state of the home at the end of each stay. Please note we do reserve the right to charge for
damages.