Frequently Asked Questions

Your booking confirmation is emailed to the address you gave us as soon as your booking is confirmed — it normally arrives within a few minutes, with your voucher attached. If you have an account, the booking is also available straight away on our secure My Bookings page; if you booked as a guest, the link in that email is your way back to it.

In a few rare occasions, if you don't receive our email within this time, please check your spam/junk folder in case it has found its way there. If you don't find the email there, please send an email to support@lovecanaries.uk.

You can cancel your booking yourself online at any time before check-in, if the rate you booked allows it. Bookings cannot otherwise be changed once they are confirmed — we do not offer an amendment service — so if you need different dates, rooms or transfer details, cancel and book again. We can, though, correct a misspelt guest name or the contact details on your booking, free of charge: just ask our Customer Support team. That is a correction, not a change of who is travelling — a booking cannot be passed on to a different guest.

Any cancellation charge is set by the hotel or transfer operator you booked with, so it differs from booking to booking and we cannot summarise the charges here. We do show you the exact charge before you cancel.

To cancel, open the booking on your My Bookings page and choose to cancel it. Before anything is cancelled we show you the cancellation charge, and the refund you will receive if you paid us when you booked. On a pay-at-hotel rate we hold none of your money, so any charge is one the property collects from you directly. You only confirm once you are happy to go ahead.

It depends on the rate you chose. Most rates are pay-now: the full amount is taken securely via Stripe when you confirm your booking, so there is no balance due before you travel. Some hotel rates are pay-at-hotel: we take no payment from you when you book, and you settle the full amount directly with the property when you arrive. Which one applies is shown on the rate before you book, and again in your confirmation email and on your My Booking page.

If you're unsure about a charge on your booking, please fill out our simple online form here and we'll get back to you.

If you have an account, your documents are available on our secure ‘My Booking’ page as soon as your booking is confirmed. If you booked as a guest, use the link in your confirmation email instead — see “I booked without creating an account” below.

On the My Booking page you can:

• View your booking, your travel documents and your payment history
• Print your travel documents
• Resend your confirmation email, or cancel your booking if its policy allows
• Download an invoice for what you paid us

Your travel documents are available to view and print as soon as your booking is confirmed — they are also attached to your confirmation email. Account holders can simply log onto my booking; if you booked as a guest, open the link in your confirmation email.

An invoice for what you paid us is available from the same page. It is not attached to your confirmation email — it is created the first time you ask for it, and stays available afterwards. Rooms you settle directly at the property are invoiced by the hotel rather than by us, so an invoice appears here only for the amount you paid us online.

You do not need an account to reach your booking. Your confirmation email contains a personal link that opens it directly, where you can view it, download your voucher, check what you paid and cancel online if the rate allows it. Keep that email private — the link is the credential.

The link stays valid until 90 days after your check-out date, and your confirmation email prints the exact date. If you open it after that, the page tells you the link has expired and offers to email you a fresh one; it is sent to the address the booking was made with, so no one else can request it.

If you would rather manage the booking from an account, open the link and choose to claim the booking. That attaches it to an account under the same email address, after which it appears on your My Bookings page like any other.

We make paying for your holiday easy:

Most rates are paid in full, securely via Stripe, at the time you confirm your booking, and transfers are always paid this way. You can view and manage every booking — and download your voucher — from your My Bookings page.

Rates that are paid at the hotel: Some hotel rates are marked pay-at-hotel. We take no payment for these when you book — the property charges you the full amount directly when you arrive, using one of the card types it accepts. A pay-at-hotel room cannot be combined with transfers, or with a pay-now room, in the same booking.

You can cancel a booking yourself at any time before check-in, if the rate allows it: open it on the My Bookings page and we will show you the cancellation charge and your refund before you confirm. Bookings cannot otherwise be changed once confirmed — though we can correct a misspelt guest name or your contact details — so to travel on different dates you would cancel and book again. If you would rather talk it through first, please contact us and we'll get back to you as soon as we can.

The charge depends on the hotel's or transfer operator's own policy, so we cannot list specific charges here — the exact amount is always shown to you before you confirm a cancellation.

In the event of any problems or difficulties you may have in resort, you must contact the hotel/local agent immediately so they have the opportunity to rectify the situation from the outset. Details can be found on your Accommodation Voucher, which can be viewed on your My Booking page.

If you haven't been able to resolve the problem with the hotel or local agent, please contact our Customer Support team on +34 653 39 58 65.

Yes! All payments are processed securely via Stripe, and your booking is confirmed instantly. We work directly with verified hotel and transfer partners across the Canary Islands, and our Customer Support and Customer Relations teams are on hand before, during, and after your trip.