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FAQ’S

Frequently Asked Questions

Plan, search and book

To help you plan and make the most of your trip to Tenerife, we are pleased to provide you with some general destination tips and recommendations, also look on our video channels to find more information.

Must-sees: This is different for everybody depending on your interests. In general we would definitely recommend visiting Mount Teide and The National Park, Watch the whales and dolphins.

Top things to do: Tenerife has some great Theme Parks which belong to the top attractions of the world.

Best time to visit: Tenerife can be visited all year round. Temperatures may varied but are usual in between 20 ºC in winter and a maximum of 33 ºC in summer.

You can book your excursion or activity online and receive your booking confirmation by email.

Here’s how to do it:

• Select whereabouts on Tenerife you will be staying, find an activity, select the number and type of participants, a date, tell us where you are staying and a language (if applicable).

• Choose an option and starting time (if applicable).

• Enter your details.

• Select a payment method and complete the purchase.

On the website, simply enter your details, select the number of participants and preferred date. 72 hours before will almost guarantee your preferred date, depending on if you have language requests. Normally for most activities you will be able to book 24 hours in advance. However, we recommend providing us with the preferred date as soon as possible.

As soon as your booking has been received you will receive a confirmation email. You will receive a second email as soon as we have confirmation of the service provider, with all the tickets and information needed concerning pick up time and place.

Depending on the activity, we offer different prices based on age groups (e.g., child, adult). You can see the available pricing when selecting the number of participants on an activity page.

If you choose a pack or create your own pack of different activities you will automatically receive a 10% discount.

If you are in possession of a promotional code, you will have to introduce this code in the dedicated place to receive the additional discount.

Promotional codes cannot be used together. Maximum 1 code per booking.

All promotional codes are only for single use, so they cannot be reused once being redeemed.

Activity information

To see what’s included in an activity, go to the excursion on the activity page. Expand the information and you will see what is included and excluded. Common inclusions/exclusions are: food and drinks, entry tickets, guide, transportation, etc

To find out more about the activity’s itinerary (e.g. what stops are included), please check the “Full description” of the activity.

If you cannot find the information you need and have already booked the activity, please contact the activity provider or our office. You can find their contact details in your booking confirmation. Or by sending an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

The duration is given for activities that have fixed starting and end times (e.g. boat trips, water sports and day trips).

If you have already booked your activity, you can find your pick up location and time or the starting time of your activity on your voucher.

You can find the description of the itinerary in the “Full description” section on the activity page. If you’re on our website, click “Find out more” to view the full text.

Please note that it is unfortunately not possible to customize an itinerary.

To see an activity’s requirements and restrictions, please check “Full description” section on the activity page. If you’re on our website, click “See more or the “+” sign” to view the full text.

What to bring: items that are necessary or recommended for the activity.

Not allowed: items you are not allowed to have with you during the activity, and/or any clothing or behaviour that is not permitted.

Not suitable for: persons who may not participate in this activity (e.g. those above or under a certain age, pregnant women, people with health impairments). For accessibility or safety reasons or because of its content, an activity might not be suitable for everyone.

Is the activity accessible for wheelchair users? Please contact us by sending an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

If you cannot find the information you need and have already booked the activity, please contact the activity provider. You can find their contact details in your booking confirmation or by sending an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

As a standard pets are not allowed on the activities, if they are allowed it will be stated in the full description of the activity.

If no pet policy is stated on our website/app and you have already booked the activity, please contact the activity provider. You can find their contact details in your booking confirmation or by sending an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

To see whether food and/or drinks are included in your activity, please check the “Includes” section on the activity page. For some activities, lunch or dinner are optional and can be selected either as an option before adding the activity to the cart or as an add-on at checkout.

If you wish to specify dietary requirements (such as vegetarian, vegan, gluten-free, etc.) please do so during the booking process. If you want to do this later or need any further information, please contact the activity provider. You can find their contact details in your booking confirmation or by sending an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

BOOKING CONFIRMATION, VOUCHER AND TICKETS

You’ll receive a The Tenerife Channel branded PDF voucher once your booking has been confirmed. For some attractions, we’ll send the activity provider’s ticket instead (some activities such as theme parks will only accept their own QR codes which we will provide).

The voucher includes your booking details, the lead traveller’s name and other important information such as: pickup or meeting point location, validity period, what to bring to your activity, and your activity’s cancellation policy. Both the activity provider’s and The Tenerife Channel contact details are also listed on the voucher in case you need any help with your booking.

Most of the activity providers accept both mobile and printed vouchers.

If an activity provider accepts printed vouchers only, you’ll see a “Printed voucher required” on your confirmed booking voucher.

Most of our activities provide instant confirmation, and we’ll send your voucher automatically as soon as we receive confirmation of the service provider. Please make sure to check your spam folder, as sometimes our email can end up there. When you haven’t received the instant booking confirmation after 6 hours, please send an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

Some bookings need to be confirmed by the activity provider. In such cases, you’ll receive your voucher within 24 hours of purchase.

If your booking was made with an incorrect email address or you are otherwise still unable to receive your voucher, please let us know via the contact form below. For urgent requests, don’t hesitate to give us a call or chat with us.

Please send an email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644 with your booking reference.

Once your booking is confirmed, we will email you another email with a The Tenerife Channel branded voucher, however for some attractions we’ll email you the actual ticket from the activity provider.

Meeting point and pickup

Before purchase.

The Tenerife Channel will organise the closest pick-up place to your accommodation.

If pick up is not included it will be stated in the activity information, for example water sports will be at the closest beach available for pick up.

Already purchased.

The address of the meeting point is found on your voucher which you will receive after confirmation of the activity.

If anything is unclear, contacting the activity provider is the fastest way to get an answer. You can find their contact information on your voucher. We can also contact the activity provider for you, but please keep in mind that this will take longer.

You indicate your hotel accommodation address when booking an activity. In the second confirmation email you will find all the details for your pickup place and time.

You may also provide this information after completing the booking process. If you choose to provide your pickup location at a later time, please keep in mind that depending on the availability we will not be responsible for last minute changes if the activity provider is not in the possibility to accommodate you with the requested details.

If you have any questions regarding your pickup, please contact the activity provider directly.

You can find your pickup information on your voucher. This information includes whether the activity provider will pick you up at the activity start time or if they’ll reach out to you to set your pickup time. U can find their contact details on your voucher.

This information depends on the activity or where your hotel or accommodation is located.

If you have already booked the activity, please contact the activity provider directly. Their contact details are on your voucher.

Changing a meeting point, pickup or drop-off address is at the activity provider’s discretion, so it cannot be guaranteed. Please bear in mind that, if they agree to your request, this change won’t be reflected on your voucher or booking summary.

On the day of the activity

First check the meeting point information which is on your voucher. Google Maps can give directions to your meeting point. If necessary, we can send you a link with the location over WhatsApp for Google Maps.

If you still can’t find the meeting point, please call the activity provider. You can find their phone number on your voucher.

If the activity provider doesn’t respond, please contact us via phone or WhatsApp on +34 638 436 644.

If you are running late to the meeting point or pick up location, please call the activity provider. You can find their phone number on your voucher.

If the activity provider doesn’t respond, please contact us via phone or WhatsApp on +34 638 436 644.

Please ensure that you’re at the correct meeting point or pickup location at the right time. You should also check the phone number and email address you provided when booking to see if the activity provider has tried to contact you.

Since your driver or guide may not be The Tenerife Channel branded, please look for the name of the activity provider. It’s mentioned on your voucher.

If you’re still unable to locate your driver or guide, please call the activity provider. The phone number is under their name on your voucher.

If the activity provider doesn’t respond, please contact us via phone or WhatsApp on +34 638 436 644.

If your activity includes tour souvenirs (e.g. photos or videos) that you purchased on site but didn’t receive yet, or you lost a personal item during the activity, please contact the activity provider. You can find their contact details on your voucher.

Booking management

Please note that not all bookings can be rescheduled. See your voucher for more information.

Please call the activity provider. The phone number is under their name on your voucher.

If the activity provider doesn’t respond, please contact us via phone or WhatsApp on +34 638 436 644.

To add participants, you need to make a new booking for the additional number of people. We’re unable to add participants to an existing booking for you, as your payment details are fully encrypted during the booking process for security reasons.

Please contact us by email to: info@thetenerifechannel.com or WhatsApp to +34 638 436 644 with your booking reference, so we can make sure that there is availability for the additional amount of people on your confirmed day.

Alternatively, you can cancel your booking and rebook for the new total number of participants. Before cancelling your existing booking, please check your booking’s cancellation policy and that your chosen activity is available for the new number of participants.

Please keep in mind your activity’s cancellation policy. Some bookings also require a minimum number of participants, and the activity might not be able to take place with a reduced headcount.

For certain bookings, the activity provider requires information from you prior to your arrival. This can include dietary needs, age, or a hotel address.

Please contact the activity provider directly if you need to update participant information. You’ll find their contact details on your voucher.

Changing activity is only possible by cancelling and rebooking.

Before starting this process, please check your current booking’s cancellation policy. You’ll find this information in your booking confirmation.

Once your booking is confirmed, you can contact the activity provider directly via phone. Their contact details are on your voucher.

Cancellation

To cancel your booking within the cancellation policy, please contact us : info@thetenerifechannel.com or WhatsApp to +34 638 436 644 with your booking reference.

You will receive the refund directly via the same payment method you used for the booking. Please note that it will take at least 3-5 business days to show on your card/account.

If you cancel a booking, we’ll confirm your cancellation via email. Please check your spam folder if you don’t receive instant confirmation.

If you cancelled your booking within the cancellation policy, your refund will be automatically processed via the same payment method you used to book the activity. You should see it in your account within 3-5 business days.

Most of our activities come with a 24-hour free cancellation policy, meaning you can cancel your booking up until 24 hours before the activity starts to receive a full refund, unless stated otherwise on your activity voucher.

You’ll find more information regarding your booking’s cancellation policy on your voucher. Your booking will either be fully refundable, partially refundable or non-refundable depending on the activity provider’s policy. All cancellable bookings will display a deadline for cancellation on the voucher.

In the unlikely event that the activity provider needs to cancel your booking, they’ll do their best to offer you an alternative date or timeslot. If no alternative is available or acceptable to you, we will of course fully refund your booking.

If you’ve received an email from us confirming the cancellation, your refund will be automatically processed via the same payment method you used to book the activity. You should see it in your account within 3-5 business days.

If the activity provider informed you about a booking cancellation and you have not yet received a confirmation email from us, please get in touch via email on info@thetenerifechannel.com or WhatsApp to +34 638 436 644 with your booking reference.

Payment and refunds

As we are an online booking platform, the entire booking and payment process must be completed on our website. You can choose from several different payment methods:

Credit or debit card

PayPal

Please note that the payment options available may depend on your selected currency or country. You can see all the payment methods at your disposal during the booking process.

After selecting “Add to cart”, you’ll start the checkout process. Underneath your chosen experience, you’ll find a link that says: “Enter promo code.“ Click it and add your code.

If you’re experiencing issues when filling in your personal details (name, email, phone), please try the following:

Double-check you’ve entered all your personal details correctly and attempt to proceed to the next step again.

Try using a different browser.

If necessary, please get in touch via email on info@thetenerifechannel.com or WhatsApp to +34 638 436 644 and we will assist you to complete the booking.

The Tenerife Channel gift cards can be purchased on our website and it’s easy to customize the value. To change the currency in which the gift card is issued, simply click the currency symbol at the top of the page. You also have the option to leave a personalized message for the lucky recipient.

Our gift cards are sent by email and are printable. The recipient can then use the code indicated on the gift card to book one or more experiences of their choice.

Gift cards are valid for 3 years from the date of purchase.

If you’re experiencing issues when providing your payment details (name on card, card number, etc), please try the following:

Double-check that you’ve entered all your payment details correctly and attempt the payment again.

Try using a different browser.

Choose a different payment method.

If you are trying to pay with a card, please ensure your card is authorized for both international and online purchases. You can check this in your online banking settings or by getting in touch with your bank directly. Please also check that your bank isn’t blocking the payment due to any other payment security policies.

If you cancel your booking within the cancellation policy, your refund will be automatically processed via the same payment method you used to book the activity. You should see it in your account within 3-5 business days.

If your booking doesn’t go as planned or you are unhappy with your experience and would like to request a refund, please inform us via email on info@thetenerifechannel.com or WhatsApp to +34 638 436 644 These refund requests are evaluated on a case-by-case basis.

In the unlikely event that the activity provider needs to cancel your booking, you are always entitled to a full refund. If you’ve received a cancellation confirmation email from us, your refund will be automatically processed via the same payment method you used to book the activity. You should see it in your account within 3-5 business days.

If the activity provider informed you directly about the cancellation and you have not received a cancellation confirmation email from us, please contact us on info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

The time it takes for your refund to be processed depends on the payment method and currency used.

Please make sure to check the same payment method used when booking.

You can contact us on info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

Data and privacy

You can contact us on info@thetenerifechannel.com or WhatsApp to +34 638 436 644 and we will immediately stop your marketing emails.

Still Need help?

Contact us on info@thetenerifechannel.com or WhatsApp to +34 638 436 644.

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