FAQ

What do I do when the excursion I want is not available on the website?
When you’re looking for an excursion 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 constantly, and we might have the excursion you are looking for ready to put online. We will always try to provide all the excursions that you are looking for.

When the date on the agenda is not available, can I not book the excursion at all?
We have a lock on some days on the agenda to be 100% sure that we have a place for you on the excursion. This doesn’t mean that there is no place if you want to book 1 day in front. At any time you can send us a message to ask for possibilities in these cases. Please keep in mind that the further you book in front, the more possibilities we have for you.

When do I get my ticket?
As soon as you booked your excursion, we will make some calls to do the reservation for you. When we have a confirmation about the time and the pick-up place we will send you the ticket right away. Your ticket will be sent by email or WhatsApp within 2 hours.

What do I do when I never received my ticket?
When you haven’t received your ticket within 2 hours after you made your booking, please check your ‘spam’. If you don’t have it at all you can send us a message by WhatsApp +34604105055. We always try to send your ticket as soon as possible, but sometimes there can go something wrong. Don’t hesitate at all to contact us at that case at any time.

What do I do if I received an incorrect ticket?
When you received your ticket, but the information (such as date, time, number of bookings) is incorrect, please contact us immediately. We will fix the ticket as soon as possible and send the new ticket back to you.

From what age can I book the excursions?
Every excursion has different age limits which will be in the description of the excursion.

Till what age do I pay the child price?
Some excursions have a child price until a certain age. What the age of a ‘child’ is, is different for every excursion. If there is a child price you will find this in the description of the specific excursion.

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 exception is ‘Loro Parque’ and ‘Siam Park’. For these excursions, you need to print the ticket. If you are already in Tenerife you can do this in your hotel or use our free ticket print service in our office.

How do I fill in a discount code?
If you have a discount code you can easily use it by filling it in when you go to your ‘shopping cart’. You can only fill in the code when there is an excursion in the shopping cart.

How do I contact your company 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.
Live chat: You can access our live chat by simply clicking the button on the right corner of the website.
Phone: +34 604 105 055
E-Mail: office@clubcanary.com