ALL YOU NEED TO KNOW
Frequently Asked Questions
Safety
What do I do when the fire alarm goes off in the resort?
All our resorts are equipped with a fire protection system.
If the fire alarm goes off, please remain calm and follow the instructions from our staff.
On the inside of your entrance door, you will find a plan showing the emergency exits.
I need to see a doctor, where can I go?
For emergencies: contact your reception or dial 112 (ambulance, firefighters, police).
For normal doctor visits: ask your reception for recommendations, to ensure the best attention.
Holiday Club is currently collaborating with:
Clínica Scandinavica – Puerto Rico
Contact details: Tel: +34 928 562 324; E-mail: [email protected] or ask our reception to make the appointment for you.
San Roque University Hospital – Maspalomas
Contact details: Tel: +34 928 404 142, or ask your reception to make the appointment for you.
They will ask for your travel insurance, or EU medical coverage certificate.
Are there defibrillators at the resorts?
Each resort has a defibrillator at the reception.
What do I do in case of an emergency?
Emergency contact numbers:
From your room: 9
Ambulance, police, firefighters: 112
The reception if you are not in your room:
- Club Puerto Calma +34 928 560 392
- Club Playa Amadores +34 928 725 533
- Club Sol Amadores +34 928 153 999
- Club Vista Amadores +34 928 725 464
- Club Jardin Amadores +34 928 725 464
General
What room types are offered at the Holiday Club Canarias resorts?
The rooms are 1-bedroom apartments with a maximum occupancy of 4 persons (2 in the bedroom and 2 on the sofa-bed), and 2-bedroom apartments with a maximum occupancy of 6 persons (2 in each bedroom and 2 on the sofa-bed).
Do I have to leave a deposit?
Yes, a deposit of 100€ is required at check-in to cover any damages or misuse, and loss of swiming pool towel, as stated in our Internal House Rules. Either in cash, or by payment card. If the payment card is used, the deposit will be blocked on the card and cancelled on the day of departure, so it will not deducted from the guest’s account, just retained.
Can my family or friends visit me?
We understand you would like to share your holiday time here with the people you love and have fun with. However, visits by family or friends to the rooms and/or common areas of the resort (swimming pool, solarium, etc.) are not allowed.
Do the resorts have smoking rooms?
None of our resorts have rooms for smokers and smoking is not allowed inside the rooms and in the common areas of the resort.
You are allowed to smoke on the apartment terrace or balcony of your apartment, provided good neighborliness is respected.
In the common outdoor areas, smoking is only allowed in the designated places. In each resort there is a single smoking area, near the pool, marked with a green sign. Smoking is prohibited outside this area.
Are pets allowed?
We know that your best friend is very important to you but, due to hygiene and security reasons in our resorts and apartments, pets are not allowed, except for guide and assistance dogs.
How do I get from the airport to the resort?
By bus
Global Bus line 91 offers a direct service from Las Palmas airport to Puerto de Mogán with stops in Puerto Rico and Amadores. Buses leave every day, every hour, from 6:00 hrs. to 21:00 hrs.
By taxi
A taxi journey takes around 40 minutes, as the airport is ± 50 kms from any resort.
By car
See our GPS coordinates at our “Contact” page.
By private transfer
Travel directly to your destination with the comfort of a luxury car and English spoken chauffeur? Book your transfer HERE
Are there supermarkets at the resorts?
Club Sol Amadores has a mini-market located next to the reception.
For the rest of the resorts, supermarkets are available at walking distance.
All receptions sell 5-litre bottled water.
Are the swimming pools heated and when can I use them?
Our heated freshwater pools (± 25ºC) are open from 10:00 hrs to 18:00 hrs. For your own safety the pool cannot be used outside these hours.
Do all resorts have private parking?
Yes, although with limited spaces.
Reservations
How can I request a late check-out?
If you would like to stay in your apartment after 11:00 hrs, you can add your request in the “Any personal Request” section when making a reservation, or if you are already on site, please check with reception before 12:00 hrs the day prior to your departure.
We will do everything possible to accommodate your request, and if possible, there will be an additional cost for staying longer.
Can I cancel or change my reservation and how do I do that?
If your travel plans change, you can modify your reservation in accordance with the cancellation policy as stated HERE.
Please call our reservations department or send us an e-mail.
Will I be charged for extra guests occupying my apartment?
Rates vary by date and by the number of persons occupying the room. To accommodate more guests, you might need to change your reservation. You will be notified of any additional charges prior to confirming your updated reservation.
Maximum occupancy for a 1-bedroom unit is 4 persons. Maximum occupancy for a 2-bedroom unit is 6 persons.
Do I need a credit card for online reservations?
A credit card number is required to book a reservation online.
I am having difficulties with the online reservation. Is there a number to call?
In case any issues arise during the reservation process, please call +34 928 153 776 from Monday to Friday from 10:00 – 13:00 hrs.
How do I indicate any special requests?
Any preferences and requests you can add in the “Any personal Request” section when making a reservation. We will do everything possible to accommodate your request.
Do I have a discount if I have stayed before and want to come again?
Yes, all returning guests have a special discount when making the booking on our website. To obtain the promotion code, contact our reservations department to verify your details and obtain the code.
Reception
What documents do I need to present when checking in?
Upon arrival at the resort you must present your booking voucher, either printed on paper, or on the screen of a mobile device, and the personal documentation (ID, passport …) of ALL guests.
At what time do I check in and check out?
The check-in time is 16:00 hrs. However, our staff will try their utmost to check you in as early as possible. The check-out time is before 11:00 hrs.
If you would like to stay in your apartment after 11:00 hrs, please check with reception before 12:00 hrs the day prior to your departure. There will be an additional cost for staying longer.
What are the reception opening hours?
All our receptions are open 24 hours, every day of the week.
How can I contact the reception?
During Reception hours from your room: 9
Club Puerto Calma: + 34 928 560 392 (Mobile: + 34 622 835 647)
Club Playa Amadores: +34 928 725 533 (Mobile: + 34 722 557 371)
Club Sol Amadores: +34 928 153 999 (Mobile: + 34 633 474 134)
Club Vista & Jardín Amadores: +34 928 725 464 (Mobile: +34 699 224 721)
Please be aware that if the phone is not being answered, our staff will either be engaged in another call, or attending a customer.
Can I shower and leave my luggage when I have checked out and have a late flight?
All our resorts offer dressing rooms / shower at the reception bathrooms, and your luggage can be kept in a designated area near the reception.
Can I hire a car at the reception?
Yes, you can. The car-hire company we work with is a local collaborator we have worked with for many years. Their service is excellent and prices are all-inclusive.
Can I book excursions or activities at the reception?
Yes, you can. Our receptionists will be happy to help and suggest.
Housekeeping
How many times is my apartment cleaned?
Holiday Club Canarias offers its clients a cleaning service of the apartment five days a week (no cleaning on Thursdays and Sundays).
How many times are my towels and bed linen changed?
Being environmentally conscious, Holiday Club promotes ecological use of towels. Therefore, your towels will be changed if you leave them on the floor, or in the bathtub, every third day (i.e. check-in on Monday, towel change on Thursday).
If you wish to change your pool towels, please hand them in at the reception and you will be given the same amount of clean towels.
Bed linen is changed every seven days upon an extended stay.
At what time is my apartment cleaned?
The apartments are cleaned from 09:00hrs to 16:00hrs, except on Thursdays and Sundays.
If you wish your apartment to be cleaned as soon as possible, please hang the door handle sign with the green side showing outwards on the outside of your apartment door and the cleaning staff will prioritize it.
If you wish not to be disturbed, hang the sign with the red side showing outwards.
Do not forget to remove the red sign before 11:30hrs. If not, the housekeeping service will not be provided on that day.
What do I do with the garbage on non-cleaning days?
If you wish the garbage bag to be removed during the days that your apartment is not being cleaned, please throw the bag in the respective containers.
Locations:
Club Playa Amadores – grey-door garbage room outside the resort near the cash machine;
Club Sol Amadores – car park;
Club Puerto Calma – car park;
Club Vista & Jardín Amadores – outside the resort at ± 30m distance.
Please do not leave your garbage outside of your apartment. This will create unpleasant odours and attract cockroaches and insects.
Where can I find the recycle containers?
All our resorts now have 3 main recycle containers (glass, plastic and paper) at the end of each corridor.
The large recycle containers that are provided by the Mogán Town Hall can be found:
Club Playa Amadores – glass container: roundabout outside the resort; plastic and paper container: car park.
Club Sol Amadores – car park and street outside the resort;
Club Puerto Calma – car park near the elevator;
Club Vista & Jardín Amadores – outside the resort at ± 30m distance.
Sustainability
It’s our corporate commitment to apply policies of environmental protection. Therefore, please join us to:
- Re-use towels when possible. If you wish to change your towels, place them on the floor or in the bathtub.
- Turn off the air-conditioning when you leave your room, and do not leave doors and windows open when it is turned on.
- Keep lights you do not use switched off and remove your key card from the holder when leaving your room.
- Use the dishwashers and washing machines only when they are full, and use the ECO programme for washing machine and 50ºC for dishwasher whenever possible.
- Use the tumble dryers only when strictly necessary.
- Have showers instead of baths.
- Recycle. Turn trash into treasure and use the recycle containers located at the end of each corridor.
Maintenance
The maintenance team works from 08:00 hrs to 16:00 hrs. Please report any incident to our reception. Incidents reported to the reception before 16:00 hrs will be addressed, whenever possible, the same day and if this is not possible, the following day.
Room
Television: please do not reschedule the order of the programmes in the televisions according to your preference. This complicates and increases the technician’s work. If you encounter any difficulties, please contact the reception.
Parasols and canopies: please close them in windy conditions, at night and when leaving the apartment.
Appliances: should you need help with the functionality of electrical appliances, please ask the reception.
Laundry
Club Jardin Amadores, Club Playa Amadores and Club Vista Amadores have a washing machine in all units. In the other resorts, washing machines and dryers are available in the common areas. Please contact the reception for more information.
