FAQ of Club Canary

Our local business wouldn’t exist without you

And for that, we are thankful to you! That’s why we’ve picked almost every possible question you can have to improve your experience. And if not, our team is only 1 click away to answer any questions you still may have.

Club Canary’s best price guarantee

All Club Canary’s excursions are covered by our best value guarantee. This means that you can be sure that you will not find the same great value excursion for a lower price anywhere else. If you do, we will refund you the difference!

Free cancellation

If you need to cancel your booking, Club Canary will give you a full refund on cancellations made at least 48 hours before the excursion time on the ticket or email. Cancellation from 48 hours until 24 hours before the excursion will receive a 50% refund. Cancellations made less than 24 hours before are getting no refunds. For bookings of more than 9 people, the same rule applies but with plus 24 hours in advance. Other conditions apply for all the exclusive or special excursions that require extra preparation but these will always be mentioned in the excursion description.

Why should I book an excursion in advance?

When you book in advance, you can be sure that you have a spot for the required day. During the holiday period, most of the excursions in Tenerife are fully booked for a few days straight and during the slower season, it will give us enough time to find the minimal amount of people required to make the excursion happen. In case you need to cancel the booking or change it to a different date, you can always do it free of charge at least 48 hours before the excursion starting time.

Prevention and safety measures against COVID-19 during the excursions in Tenerife

The excursions and tours in Tenerife continue as usual with extra hygiene measures taken. Means of transport used will be properly cleaned and disinfected after every use. Excursion owners will do their best to keep the groups smaller so that more distance can be kept. If enough distance can’t be kept, mouth masks will be worn but this depends on each excursion. If you have any questions regarding the measures being taken against Coronavirus while on the excursion, please do not hesitate to contact us.

Tenerife events and big group packages

If you’re looking for something special, you’ve come to the right place! In addition to excursion programs put together for your group, we also have connections with hotels, restaurants and clubs in Tenerife. Our team will be more than happy to plan something unforgettable for you! This is the perfect option for business groups, school groups, sports groups, bachelor parties and for everyone else that wants to have a good time in Tenerife. Contact us to discuss all the possibilities.

Club Canary hotel and apartment meetings

If you would like to learn more about the excursions in Tenerife or you have a bigger group of people interested in activities, one of the experienced Club Canary team members can visit your apartment or hotel to fully explain everything and answer any questions you may have. The service is completely free of charge and there is no requirement to book anything. Feel free to contact us to schedule an appointment.

Club Canary Skype and FaceTime meetings

Would you like to have all your activities taken care of before you come to Tenerife? Or maybe you want some personal advice or have questions about the excursions? Then you can schedule a free Skype or FaceTime meeting with us via live chat or email.

Different payment methods

Club Canary offers you 14 different payment methods including payment in cash, Ideal, Paypal, Credit card, Bancontact, Belfius, KBC/CBC, Bank transfer, EPS, Giropay, ING home, Przelewy24, SOFORT banking and My bank. All our prices include tax and we charge no additional transaction fees.

Pay for your excursion in cash once you’ve arrived in Tenerife

When you choose this option, one of the Club Canary team members will visit your apartment or hotel on the agreed day to drop off the ticket and give you some extra information and tips. This service costs 5€ and the appointment should be scheduled at least 48 hours before your excursion starting time. If this is not possible and you’ve booked an excursion for the same day, we can arrange to meet sooner and drop off your ticket before the excursion starting time.

Tenerife excursions for people with disabilities

There is something to do for everyone in Tenerife! Our partners and we will do our best to help people who need it. We have certain excursions in Tenerife that are wheelchair friendly or where the staff can give extra attention to the person in need. For any questions or more information, please contact us.

What do I do when the excursion I want is not available on the website?

When you’re looking for an excursion in Tenerife but can’t find it on our website, please feel free to call us or send us a message. We are updating our offer of excursions frequently and we might have the tour you are looking for ready to put online. We always do our best to provide all the excursions that you are looking for.

How can I change the excursion date?

If you would like to change the date of your excursions, this is usually not a problem. However, it is officially only possible 48 hours in advance. But please contact us to discuss the possibilities.

What do I do when the excursion is fully booked?

We always try to keep the schedule up to date but during the busy times it can happen that you have booked a place but the excursion is already fully booked. In this case, the Club Canary team will contact you as soon as possible to find a solution. If a solution is not possible, then the total amount will be refunded. If a date is blocked it means the excursion is not possible on that day. But just to be sure, ask us through our live chat!

When do I get my ticket?

As soon as you’ve booked your excursion, our office team will process it and figure out all the details for you. After that, we will forward the ticket to you via WhatsApp or email (please check spam just to be sure). Usually, it goes fast and you can calculate about 15-60 minutes for it during office hours: Monday – Saturday from 10:30 AM to 21:00 PM, closed on Sundays. If you made the order outside of the office hours, it may take a bit longer. We will always do our best to check your order as soon as possible and forward your ticket (also on Sundays). If you are worried about the progress of your order, please contact us.

What do I do if I never received my ticket?

If you haven’t received your ticket within 2 hours after you made the booking, please check your spam folder first and in addition to your email, please also check your WhatsApp messages. If you still don’t have the ticket, please send us a message via live chat, WhatsApp or email. We always try to send your ticket as soon as possible. Don’t hesitate to contact us!

What do I do if I received an incorrect ticket?

If you received your excursion ticket but the information (such as date, time, number of bookings) is incorrect, please contact us immediately. We will correct the ticket as soon as possible and send the new ticket back to you.

Can children and babies go on excursions in Tenerife?

With some excursions in Tenerife, children are allowed to go alone, as long as they have permission from their parents. Almost all the excursions that we offer are child-friendly and we have several activities in Tenerife that can be done with babies too. You can find the special prices and different age limits for children and babies in the description of the excursion. More information can be obtained via the live chat.

Until what age do I pay the child price for the excursion?

Some excursions have a child price until a certain age but it differs for every excursion. If there is a child price, you will find it in the description of the specific activity.

I can’t swim very well, can I still do a water excursion?

It is normal that you’re worried when you can’t swim that well but being able to swim is not a must. For every watersport in Tenerife, a trained guide and rescue vests are provided. The water activities and boat trips in Tenerife will not go far from the coast normally.

Do I need to print my ticket?

All our tickets are e-tickets so you only need a mobile device to show your ticket on the excursion. The only exceptions are Loro Parque and Siam Park. For these parks, you need to print the ticket. If you are already in Tenerife, you can do this in your hotel or use our free ticket printing service at our office in Plaza del Duque.

How do I fill in a discount code?

To fill in your discount code, follow the next steps – 1: Go to the shopping cart (right above in the corner of the screen). 2: Check if your order is correct. 3: Under the order, you can find the “Coupon Code” in a white stroke. 4: Type your discount code there and click on the ‘’apply code’’. Now you should see ‘’Coupon code applied successfully’’. If you don’t see this, check if you filled in the code correctly. 5: When you scroll down, you can see that the total amount has changed and now you are ready to proceed to checkout!

What if the weather is bad on the day of my excursion?

On rare occasions, it is possible that the sun may have disappeared during the day of your activity in Tenerife but that doesn’t mean that the excursion will be less great. Sometimes it is a good thing so that you can spend a sunny day relaxing on the beach. In case of a nasty calima or if the weather conditions in Tenerife are too bad for the excursion to take place, we will find another solution free of charge.

What if I miss the excursion?

If you don’t show up for the excursion or are too late and miss the excursion, no refund will be made. Places are lost because of this and we cannot refund you. When this happens, send us a message because in many cases we might be able to reschedule you or offer you another activity for the day with an extra discount.

Can I drink alcohol before or during the excursion?

You’re on vacation in Tenerife and of course, you want to enjoy it. However, basic rules apply here as well. Companies in Tenerife such as Jet Ski & quad may reject you without refund if they think you’re drunk and could endanger lives. For many other excursions such as boat trips and evening shows in Tenerife, drinking is allowed.

When do I receive the pictures of my excursion?

When you purchase photos after your excursion in Tenerife, it can often take some time before our partners forward them to you. This is most common with the whale watching tour on a yacht. If you haven’t received them within 4 days and they are not in your spam folder either, please send us a message via WhatsApp or email with the date and time of your excursion. We will do our best to arrange this for you as soon as possible. When it comes to the photos from the photoshoot in Tenerife, it can often take a little longer because the photos are going to be edited as well but the photographer will discuss this with you.

What if I have a complaint?

It is very unpleasant if you have a complaint about an excursion or if the trip was not to your liking. However, since our team does not participate during the excursion, we cannot decide on a correct settlement. If you have a complaint you must immediately notify the supplier of the service on the day of the excursion and together you can find a suitable solution. If they are unable to resolve the problem, please contact us straight away by phone or email and we will do our best to help you.

How do I contact Club Canary if my question isn’t answered here?

We’d be happy to answer any questions that you may have. Our team will help you find the excursion that fits your needs. Feel free to contact us by phone, email or our online chat. You’re more than welcome at our office in Plaza del Duque as well! Stay up to date with news and offers from Club Canary via Facebook, Instagram, LinkedIn, YouTube and Pinterest!

Club Canary office address: Calle Londres, Centro Comercial Plaza del Duque, Floor -1, B-35, 38660 Costa Adeje, Tenerife
Office opening hours: Monday – Saturday from 10:30 AM to 21:00 PM, closed on Sundays.
Live chat: You can access our live chat by simply clicking the button on the right corner of the website. Only available during the office hours.
Phone: +34 604 105 055
E-Mail: office@clubcanary.com

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