❓ FAQ Lanzarote

Understanding Our Business 🔍

🎟 How Our Booking System Works

Here’s how our booking system works: 1) Choose Your Activity: Browse our website and select the activity you’d like to experience. 2) Pick a Date: Click on your desired date from the available options. 3) Provide Details: Enter the number of participants and any other requested information. 4) Check Availability: Before hitting the ‘Book Now’ button, ensure there isn’t a note such as “Booking for less than 3 days? Contact us”. This indicates that you should verify availability, as some experiences might not always be up-to-date. This happens occasionally because some of our partners are smaller companies and can only provide us with availability updates periodically. 5) Complete the Booking: Proceed to checkout and finalize your order. 6) Confirmation Email: You’ll receive an email with all the necessary details for your activity. 7) Check Policies: The cancellation and other policies related to your chosen activity can be found under the “Policy” tab on the respective experience listing. We strive to provide the most seamless booking process and encourage you to contact us if you have any uncertainties.

💰 Understanding Deposit And On-Arrival Payments

While full payments are the standard procedure on our website, Club Canary values flexibility in service. When booking select activities, you’re presented with two payment options: 1) Pay only a deposit upfront, with the balance (termed “Arrival”) due on the day of your activity directly at the venue, either with the tour guide or at reception. 2) Opt to pay the full amount in advance, providing a streamlined experience on the day of your activity. Please note that some “Arrival” payments may need to be in cash. Always check the details in your order confirmation. Should you have any questions or need more information about our payment methods, our team is always at your service!

🌞 Club Canary’s Best Price Guarantee

At Club Canary, we are dedicated to providing unparalleled value for every excursion. If you discover the same high-quality excursion offered at a lower price by a legitimate and established company, rest assured we won’t just match the price – we’ll refund you the difference! Ensure your bookings are through trusted, reputable sources to take advantage of our promise. With us, your adventures are not only unforgettable but also guaranteed to be at the best possible price!

📅 Changing Your Excursion Date

We understand that plans can change. If you wish to reschedule your excursion, we’re typically able to accommodate such requests. However, the flexibility to change dates is governed by each activity’s specific policy. On occasions where we make an exception and adjust the date for you, even if the excursion’s policy states that rescheduling or cancellation is not permitted, you will then forfeit your rights to free cancellation. This measure is in place to ensure the fairness and integrity of our booking system. We kindly ask for your understanding and encourage you to contact us to explore all available options.

❌ Cancellation Policy: What to Do?

At Club Canary, we strive to make your travel experiences hassle-free. Should you need to cancel, rest assured that we’ll issue a full refund as long as it’s in accordance with the cancellation policy of your chosen excursion. Remember to always check the ‘policy tab’ of your booked excursion for specific details. It’s worth noting that for some activities, not only is the deposit non-refundable, but there may also be additional fines for last-minute cancellations. If this is the case, it will be clearly mentioned. As always, we encourage you to familiarize yourself with these terms and contact us with any concerns.

🌦 Weather Woes: What if the Day Turns Bad?

Sometimes, the sun might hide on the day of your activity. But don’t worry, even if it’s cloudy, your excursion can still be fun! Plus, you can save that sunny day for the beach. If bad weather like a Calima stops the excursion from happening, Club Canary will help you find a different solution without extra costs. We’ve got your back, rain or shine!

🚫 Excursion Full? Here’s How We Handle It

Occasionally, especially during peak seasons, an excursion might be fully booked quicker than our online system can reflect it. We place clear notes on our website for specific circumstances, such as “booking less than 4 days in advance? Contact us first!”, and we strongly urge you not to overlook them. However, even if a date appears unavailable, don’t hesitate to contact us; sometimes it’s worth double-checking, and we pride ourselves on our quick responses. In the event that your chosen excursion is already full, here’s our standard procedure: 1) Our dedicated agents will first try to recommend a similar excursion that you might enjoy. 2) If an alternative doesn’t work for you, we might propose a Club Canary gift voucher for a future experience. 3) As a last resort, and in consideration of our commitment to fairness, we will process a refund. However, please bear in mind that this comes with associated handling and transaction fees on our end. Our primary goal is to ensure you have an exceptional experience. We value open communication and appreciate your understanding and cooperation.

📬 Ticket Retrieval: When and How?

When you book your excursion, our team quickly checks and gets everything ready. We’ll send your ticket to you through WhatsApp or email (be sure to check your spam folder, just in case). Our office is open 7 days a week from 08:00 to 16:00. During these hours, we usually respond to phone calls and chat messages. If you book outside these times, we might reply by email, especially for last-minute bookings that need a quick confirmation. If you’re wondering about your order, feel free to contact us anytime. Please note that in the summer period (high season), we may extend our opening hours to accommodate the increased demand. Keep an eye out for updates on our working hours during this time.

🤔 Received the Wrong Ticket?

Oops! Sometimes mistakes happen. If your excursion ticket looks wrong – maybe the date, time, or how many tickets – here’s what you should do: 1) Double-check your email. For some things like Theme Parks, you’ll get 2 tickets. One is from Club Canary saying “thanks for buying!” and the other is your real ticket with a QR code. Make sure to see both! 2) If something is still not right, tell us right away. 3) We’ll fix it fast and send you the right ticket. Always make sure your ticket matches your plan, and if not, we’re here to sort it out!

👶 Guidelines for Children and Infants on Excursions

Got kiddos? We’ve got adventures for them! Here’s a quick rundown: 1) Some adventures let kids join without grown-ups, but only if mom and dad say it’s okay. 2) We love little ones! Most of our excursions are kid-friendly, and yep, we’ve got activities babies can enjoy too. 3) Wondering about prices or age restrictions? Check the excursion description. It’s all there. 4) Still curious? Our live chat is like a treasure trove of info. Just ask! Ready to make memories with your minis? Let’s go on an adventure!

💳 Payment Methods We Accept

Club Canary prioritizes the safety of your transactions, which is why we’ve partnered with the trusted payment company, Stripe. We offer a variety of secure payment methods to cater to your preferences: • Credit Card: We use Stripe Checkout to ensure a safe and smooth credit card transaction. • PayPal: A widely-used method that allows you to make payments without sharing financial information. • Sofort: A direct payment method that works with your online banking details. • iDEAL: Popular in the Netherlands, iDEAL lets you make direct online transfers from your bank account. • Bancontact: A Belgian payment scheme which is the Belgian market leader in electronic payments. • Giropay: An Internet payment system in Germany based on online banking. Rest assured, our platform is designed to keep your data secure and provide you with a seamless payment experience.

🏝 Islands We Operate In: Club Canary’s Coverage

Club Canary doesn’t just stay put; we’re always on the move, bringing adventure to your favorite Canary Islands! Here’s where you can find us: • Tenerife • Gran Canaria • Fuerteventura • Lanzarote • La Gomera From boat trips to mountain treks, Club Canary is your ticket to the best island experiences. Join us, and let’s create memories together!

🏆 Why Book in Advance with Club Canary?

Booking in advance with Club Canary isn’t just about securing your spot – it’s about peace of mind and a seamless holiday experience. Here’s why it matters: 1) Guaranteed Participation: Especially during peak holiday seasons, our excursions fill up fast. By booking ahead, you’re reserving your place on the adventure, ensuring you won’t miss out on your chosen day. 2) Making the Experience Possible: In quieter times, a little forward planning helps us ensure we have the necessary group size for certain excursions. This ensures that even during the off-peak season, you’ll get to enjoy the full Club Canary experience. 3) Stay Flexible with Confidence: We understand plans can change. That’s why Club Canary offers generous free cancellation policies, ensuring that even if you book ahead, you have the flexibility you need. Don’t leave your adventures to chance. By booking early, you’re setting the stage for a holiday that’s as enjoyable and stress-free as possible!

💼 Tailored Group Experiences with Club Canary

Organizing a memorable group event in the Canary Islands? Look no further, Club Canary is your ideal partner. Here’s why: 1) Local Experts: Club Canary’s roots are deeply entrenched in the Canary Islands. As an exclusive operator here, we boast unparalleled expertise and connections. Living amidst these islands, our team has an intimate understanding that external corporate travel agencies simply can’t match. 2) Diverse Excursion Options: Whether you’re a business group, sports team, bachelor party, school group, or just friends seeking adventure, we have a myriad of excursions tailored to your desires. 3) Exclusive Connections: We have built strong relationships with the finest hotels, renowned restaurants, and vibrant clubs, allowing us to provide a comprehensive and seamless experience for your group. 4) A Dedicated Team: Beyond excursions, we focus on crafting cherished memories. Our passionate team is dedicated to ensuring your event stands out and remains unforgettable. Entrust Club Canary for an event beyond ordinary. When it comes to the Canary Islands, no one does it better than us!

🖨 Ticket Printing: Is it Necessary?

No need for paper! All our tickets are digital, so just bring your mobile device and display your e-ticket when you join the experience.

🎁 Applying Discount Codes

Follow these easy steps to use your discount code: 1) Navigate to the shopping cart, located at the top corner of the screen. 2) Confirm your order details are correct. 3) Below your order details, you’ll see a field labeled “Coupon Code.” 4) Enter your discount code into this field and click “apply code.” 5) A message should appear, confirming “Coupon code applied successfully.” If not, double-check your code for any errors. 6) Scroll down, and you’ll notice the updated total. Now you’re all set to proceed to checkout!

😬 Missed Your Excursion? Here’s What to Do

1) Be On Time: Punctuality is crucial, especially when transportation is involved. If you miss the bus, understand that our buses operate on a tight schedule and cannot wait for late arrivals. If you claim the bus wasn’t there, be aware that our buses are equipped with trackers, and we can verify their location and wait time. 2) No Refunds for Missed Buses: Missing your bus, unfortunately, means no refunds will be issued. Remember, by being late, not only do you miss out, but other tourists also have to wait during their precious holiday time. Requesting a refund in such situations is unreasonable, given the inconvenience caused to others. 3) Deposits and Penalties: If you’ve made a deposit for your excursion, it serves as a system to secure your booking in advance, not as a penalty fee. It does not cover the costs of missed spots. Additional penalties for no-shows might apply for specific activities, detailed in the policy section of the excursion. 4) Refunds Are Challenging: Refunds in such situations are challenging since the funds go directly to our partners. They incur losses from missed spots, making it difficult to reimburse. 5) Contact Us: If you do miss your excursion or bus, reach out to us as soon as possible. While we will do our best to assist, the available options are dependent on the specific excursion and our partners’ policies. Some experiences may be more accommodating, while others, like boat parties, have strict policies. 6) Open Communication: Always maintain open lines of communication. If you’re running late or face any issues, notify us. We’ll navigate the situation together, aiming for the best possible outcome.

💬 Contacting Club Canary: We’re Here to Help!

We’re always here to help with any questions you might have. Our team is ready to assist you in finding the perfect excursion to suit your needs. You can reach us through phone, email, or our online chat. Direct Contact with Club Canary Need to get in touch with us? Our team in the Canary Islands is here for you every day of the year. Our current working hours are from 08:00 to 16:00, seven days a week. During the summer months, we may extend these hours to stay open longer. Live Chat: Click the button in the right corner of our website to start chatting. Phone: +34 822 297 040 Email: office@clubcanary.com If you need to contact us after 16:00, the best way is through WhatsApp or email. We often check in around 21:00 to respond to urgent requests, ensuring that everything is set for smooth booking confirmations or quick arrangements the next morning. Feel free to contact us in the way that’s most convenient for you!

🌟 The Club Canary Distinction: Why We Shine Brighter!

Venturing through the dynamic landscape of travel planners and excursion providers, Club Canary has soared high as the go-to destination for an authentic Canary Islands experience. But what makes us the preferred choice for so many? Here’s the Club Canary difference: 1) Deep Local Insights: Born and raised in the Canary Islands, our essence is intertwined with the region’s rhythm. We’re not just about selling excursions; we’re about sharing the secrets, stories, and soul of our beloved islands. 2) 365 Days of Dedication: Whether it’s the brightest summer day or a serene winter evening, we’re here for you. Because your perfect holiday doesn’t understand breaks, and honestly, neither do we. 3) Curated Adventures: Every excursion at Club Canary is more than just an event; it’s a handpicked journey promising safety, quality, and memories that linger long after you leave. 4) More Ways to Connect: Live chat, email, phone, or social media. 5) A Sustainable Approach: Our islands are treasures, and we aim to keep them that way. Many excursions emphasize sustainability, ensuring we gift an unspoiled paradise to the generations that follow. 6) Authentic Feedback: With over 1100 reviews and a stellar average of 4.9 stars. 7) A Journey Beyond the Trip: We take pride in crafting content that delves into the Canary Islands’ heart and soul – from helping local dog shelters, showcasing traditional recipes, to producing unique video insights for different experiences. This passion sets us miles apart from competitors who might not venture beyond basic offerings. 8) Local Love and Global Recognition: We’ve proudly sponsored numerous local events and have been highlighted by various high-authority platforms. Our commitment is to the community, and the community reciprocates that love. Immerse yourself in a travel experience where every detail is steeped in passion and expertise. Choose Club Canary, where we don’t just show you the islands; we help you feel them.