Terms and Conditions
Introduction:
Isidra Sánchez Melo, trading as The Canaries, of Calle Gran Canaria, 71, 35600 Puerto del Rosario, Las Palmas, Spain, NIF 78526503-H (“we”, “us” or “our”). References to “you” and “your” in these terms means you, the customer, and any other person in your party.
Our role in your booking
We sell hotel accommodation and airport/resort transfers (each a “Travel Service”) in our own name. We do not sell flights. When you book and pay for a Travel Service on our website, your contract for that Travel Service is with us: we are the merchant of record, we take the payment in our own name and we issue the invoice for it in our own name, even though the Travel Service itself is performed for you by the accommodation provider or the transfer operator (the “Service Provider”). The one exception is a room offered on a “pay at the hotel” basis: we take no payment for it, your contract for that room is with the accommodation provider, and we act only as an intermediary. The Service Provider’s own rules — house rules, check-in and check-out times, conditions of carriage — apply to you while the Travel Service is being provided.
Your booking is subject to these Terms and Conditions and, while you are using a Travel Service, to the Service Provider’s own rules. You must read these Terms and Conditions carefully and accept them in full before booking; the Service Provider’s rules, where the Service Provider has supplied them to us, are available before booking via our website and on request. Those rules do not affect our responsibility to you for the Travel Services you have paid us for, which is set out in section 9.
1. Booking and payment
By making a booking with us, you agree that:
A. all guest details on the booking are full and accurate (please ensure that names are exactly as stated in the relevant passport or ID);
B. you have read these Terms and Conditions — linked next to the payment button on the checkout page, where you are asked to read them before you pay — and agree (on behalf of yourself and all other persons named on the booking) to be bound by them and by any applicable Service Provider’s booking conditions. We record on your booking the version of these Terms and Conditions that was in force when you made it, so that both of us can identify the exact wording that applies;
C. you have read our Privacy Policy and confirm that you will provide our Privacy Policy to each named person on the booking; and
D. you are over 18 years of age.
Your booking is confirmed, and a contract between you and us comes into existence, only when we send you a confirmation by e-mail containing a valid booking reference (“Booking Confirmation”). Where a room is booked on a “pay at the hotel” basis, the Booking Confirmation records the reservation we have made for you with the accommodation provider, with whom your contract for that room is made. Please check your Booking Confirmation carefully and report any incorrect or incomplete information to us immediately.
Payment. Payment is taken as a single card payment at the time of booking. We take that payment in our own name as merchant of record: the charge appears on your statement under our name, and we issue the invoice for it in our own name for the full amount charged. Card payments are processed securely by our payment provider, Stripe (stripe.com); we do not store your full card details. We do not offer deposits, instalments or “pay monthly” options. Where a room is offered on a “pay at the hotel” basis, no accommodation payment is taken online — the property charges you the full amount directly when you arrive and issues its own invoice for it. A “pay at the hotel” room cannot be combined with transfers, or with a room that is paid online, in the same booking.
We accept payment by debit and credit card (Visa, MasterCard, Maestro and American Express). We do not charge a fee for using your card; however, your bank or card issuer may apply a foreign transaction fee. Prices are shown and charged in the currency you select on our site — currently pounds sterling (£) or euros (€), with pounds sterling shown by default. Once you begin checkout the selected currency is fixed, and the amount charged is the amount shown to you at that point. Our prices are set in euros. Where you select a different currency, we convert them at the market exchange rate plus a currency conversion margin of 3%, which covers the cost of converting your payment back into euros. That margin is already included in every price we show you, in the amount we charge, and in any refund we calculate in your currency. If your card is denominated in a currency other than the one you selected, your bank or card issuer may apply its own conversion rate and fees.
Cards are accepted subject to security and fraud checks, and we reserve the right to reject or cancel your Travel Service(s) should your booking request fail any element of these checks.
A booking is only confirmed when we send you a Booking Confirmation with a valid booking reference for each Travel Service. On rare occasions we will be unable to confirm a booking — for example, if the payment fails or the Service Provider can no longer honour the price or availability. If this happens, we will contact you by e-mail to discuss the options, and we will refund in full any payment taken for a Travel Service we cannot confirm.
Confirmation pending review. Occasionally we take your payment and reserve your room with the Service Provider, but a check on our side — most often on the payment — must be completed before we can issue your Booking Confirmation. If that happens we will e-mail you to tell you your booking is with our team, and we will complete that check and send you your Booking Confirmation and voucher within 24 hours. Until we do, no contract for that Travel Service exists between you and us under the paragraph above, your voucher is not available, and you cannot cancel the booking on the website. If you wish to cancel while a booking is in this state, contact us: we will act on your request as at the time you send it, including for the purposes of any free-cancellation deadline, so that the review costs you nothing. If we cannot complete the check within 24 hours we will contact you to discuss the options, and we will refund in full any payment taken for a Travel Service we cannot confirm.
2. Prices and Pricing Errors
We endeavour to ensure that all pricing and other information on the website is accurate. However, it is always possible that, despite our efforts, obvious errors may occur, such as an incorrect price or detail being displayed. We and each Service Provider reserve the right to correct advertised prices at any time before confirmation. We will normally check prices before confirming your booking: where the correct price at your booking date is lower than the price stated, we will charge the lower amount; where it is higher, we will contact you for your instructions before confirming.
If we confirm and process your booking where a pricing or other error is obvious and could reasonably have been recognised by you as a mistake, we may cancel the contract and refund you any sums you have paid us.
3. Online Content
We take all practical steps to ensure that the details displayed on the website are accurate and up to date, but we rely upon the information given to us by the Service Providers, and it is intended to present a general idea of the services and facilities offered. Sometimes — particularly at the beginning and end of the season — certain facilities may be withdrawn for reasons such as maintenance, weather or low demand. There may be local charges for some facilities (for example, safety deposit boxes, sun-loungers, spa access or air-conditioning); unless specifically confirmed in your room type or board basis, you should assume some facilities may be payable locally. If your Service Provider advises us of significant changes to a description or of the withdrawal of a significant facility, we will endeavour to pass this information on to you.
4. Transfers
Transfer times quoted by the Service Provider for travel between the airport and your accommodation are approximate and, depending on circumstances, the journey time may be longer. It is your responsibility to give the transfer Service Provider your correct flight details and to notify them of any changes or delays to your flight. The transfer provider may alter or cancel the service in line with their own terms and conditions in these circumstances.
If you have booked a shuttle transfer, please note that these run to a set timetable and route that may not always be immediately at your accommodation. If you are not present to board your shuttle at the scheduled place and time (for example, because of a flight delay or passport checks), the shuttle will not be able to wait for you. Your Service Provider may, at its sole discretion, arrange for you to travel on the next available shuttle. Where this is not possible, you must make your own transfer arrangements at your own cost, and you will not be entitled to a refund for a missed transfer.
5. Data Protection
We will ensure appropriate security measures are in place to protect your personal information. The information you provide will only be passed to the Service Providers of your Travel Services, and to other organisations necessary for the provision of those Travel Services or as required to detect and prevent fraud. For full details of how we use your personal data, please see our Privacy Policy and Cookie Policy.
6. Amendments by you
Once a booking is confirmed it cannot be amended, apart from the corrections described below. We do not offer an amendment service: dates, duration, room types and transfer details cannot be changed after confirmation. If you need something different, cancel your booking through Manage My Booking and make a new one. Cancellation is governed by section 7 below: the cancellation charge is set by the Service Provider, can be as much as 100% of the cost of the Travel Service and normally increases closer to the arrival date, and it is always shown to you before the cancellation proceeds. A new booking is made at the price and availability current at that time. We do not add a separate fee of our own. If you are unsure what to do, please contact us through our Contact Us page and we will help where we can.
Correcting a name or your contact details. If a guest’s name on your booking is misspelt, or the contact name, email address or telephone number we hold for the booking is wrong, contact us through our Contact Us page and we will correct it free of charge. Where a guest name is corrected we will also ask the Service Provider to correct its own record, so that it matches the voucher you hold. This is a correction of a detail of the people already on the booking, not a transfer of the booking to someone else: we cannot replace a guest with a different person, and if the person travelling has changed you must cancel and book again under section 7. We may ask you to confirm the spelling against the passport or ID the guest will present at check-in, and where an invoice has already been issued for your booking we may need to issue a corrected invoice first.
At the time of booking you may have the option to select rooms or services offered at a special “Non-Refundable” rate. Cancelling such a booking may incur a cancellation charge of up to 100% from the Service Provider, so you may receive no refund at all. Non-Refundable rooms may require full payment at the time of booking.
7. Cancellations by you
You may cancel your booking at any time through Manage My Booking, where you will be shown any cancellation charges and must accept them before the cancellation proceeds.
Cancellation charges depend on the Service Provider and on whether you booked a refundable or a non-refundable product:
Accommodation: Cancellation charges will be specified to you at the time of booking and vary from one Service Provider to another. Non-Refundable products may have been paid for in full at the time of booking, and no refund is given if you cancel.
Transfers: Transfers may be non-refundable from the point of booking; the applicable cancellation terms will be shown to you before you confirm.
We do not add a separate cancellation processing fee of our own. Where a refund is due, it will be made to the original payment method used for the booking.
No 14-day right of withdrawal. Accommodation and transfers are supplied for a specific date or period of performance, and bookings of that kind are excluded by law from the 14-day right of withdrawal (the “cooling-off period”) that applies to most distance purchases. Passenger transport, including transfers, falls outside the distance-selling rules altogether. You therefore have no right to withdraw from your booking within 14 days, and cancelling it is governed only by the Service Provider’s cancellation policy set out above, which is shown to you before you book.
8. Changes and Cancellations by us or the Service Provider
We and the Service Providers reserve the right to make changes to your Travel Services. Most changes are minor, and we will endeavour to pass on information about them before your arrival. Occasionally we may have to notify you of a significant change to the main characteristics of your booking, or to cancel it entirely. We will tell you as soon as reasonably practicable and, where a Service Provider offers an alternative or a refund, we will liaise between you and the Service Provider. If we or a Service Provider are prevented from performing the Travel Service because of Unavoidable and Extraordinary Circumstances (a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken — for example, warfare, serious security or health risks, or natural disasters), the booking may be cancelled and you will receive a refund of sums paid for the affected Travel Service, but we will not be liable for any additional compensation.
9. Our responsibility for your booking
Where you have paid us for a Travel Service, your contract for it is with us, and we are responsible to you for its proper performance, whether it is performed by us or by a Service Provider on our behalf. If a Travel Service is not performed as described, please tell us as soon as you can (see section 13) so that we can put it right; where we cannot, you are entitled to an appropriate price reduction or refund. We are not responsible where the failure is attributable to you, is attributable to a third party unconnected with the provision of the Travel Services and was neither foreseeable nor avoidable, or is caused by Unavoidable and Extraordinary Circumstances as described in section 8. Where a room is booked on a “pay at the hotel” basis we act only as an intermediary, and our responsibility for that room is limited to the booking service we provide; the same applies to anything you buy directly from a Service Provider or another third party that does not form part of your booking with us.
We are not responsible for any loss or damage that is not foreseeable, and we do not accept liability for business losses. In the event that we are found liable to you on any basis, our maximum liability to you is limited to the total cost of your affected Travel Services (or the appropriate proportion of it if not everyone on the booking is affected). Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by law.
10. Accommodation Ratings, Room Allocation and Building Work
Star ratings symbolise the overall quality and standard of an accommodation and are typically based on criteria such as the range of facilities and the level of service. There is no uniform, consistent method of star rating, and ratings can vary significantly between and within countries. Ratings are as provided by the relevant Service Provider, are only a guide, and are not our personal ratings.
After check-in, you will be allocated a room by the accommodation. It is your responsibility to verify check-in and check-out times directly with the Service Provider. The fact that rooms appear together on the same itinerary does not guarantee that they will be adjacent. If you have any condition or disability that may affect your stay, please tell us before booking so that, where possible, we can ask the Service Provider about suitability; we recommend you also make your own enquiries.
From time to time, maintenance, renovation or refurbishment (and its associated noise) may be unavoidable at an accommodation. Where we are notified of such works, we will inform you before you book or within a reasonable time of being notified. Municipal works and other third-party building work near your accommodation are not the responsibility of the accommodation or the Service Provider.
11. Taxes, Local Charges and Resort Fees
Certain destinations impose additional taxes and charges such as tourist or city tax, facility fees or compulsory resort fees. These are payable directly to your accommodation or to the local authorities and cannot always be collected by us or your Service Provider in advance. Unless otherwise stated, they are not included in your booking, and you are responsible for paying them locally. They are subject to change by the relevant authorities.
12. Travel Advice: entry, passport and health requirements
It is your responsibility to ensure that all members of your party hold valid travel documents and meet the entry, passport and health requirements for the Canary Islands (Spain). Requirements may change, and we strongly recommend that you check the up-to-date position with the appropriate embassy, consulate or official government source in good time before departure. Some Service Providers offer their rates on the basis of the customer’s country of residence; if you think this may affect your booking, please contact us before travelling, as it may be difficult to resolve once abroad.
13. Complaints
We want you to enjoy your stay, but if something goes wrong we want to put it right. If you have a problem during your stay, please report it to the Service Provider or their local representative straight away so that they have the opportunity to resolve it while you are there. If you cannot resolve the matter locally, or if you wish to raise a complaint afterwards, please contact us through our Contact Us page or through Manage My Booking, giving your booking reference and full details. We will acknowledge your complaint and aim to provide a full response within a reasonable time, liaising with the Service Provider where necessary.
14. Alternative Dispute Resolution
If we are not able to resolve a dispute with you informally, we will discuss the most effective way of resolving it, using mediation or arbitration as appropriate to the nature of the dispute. If you are resident in the European Union, you may also access the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr; this platform is a means of registering your complaint and will not, by itself, determine how your complaint should be resolved.
15. Financial Protection
We are established in Spain, and Spanish package-travel law applies to what we sell. Where you book accommodation together with an airport or resort transfer in a single booking with us, at a single total price, those two services form a package within the meaning of article 151 of the Spanish consumer code (Real Decreto Legislativo 1/2007, transposing Directive (EU) 2015/2302), and we are the organiser of that package. A booking of accommodation on its own, or of a transfer on its own, is not a package.
Where your booking is a package, you have the rights that Spanish package-travel law gives travellers, and we are responsible to you for the performance of every travel service included in it, whoever provides it.
Article 164 of the same code also requires us, as organiser, to hold security covering the refund of the payments you have made and, where the package includes carriage of passengers, your repatriation, in the event of our insolvency.
16. Law and Jurisdiction
These Terms and Conditions, and any dispute or matter arising out of them, are governed by Spanish law, and the Spanish courts have jurisdiction, without prejudice to any mandatory consumer-protection rights you may have in your country of residence.
Version 2026-09-06. These Terms & Conditions are applicable from 6 September 2026. The version in force when you make a booking is recorded against that booking.
Business address: Isidra Sánchez Melo (The Canaries), Calle Gran Canaria, 71, 35600 Puerto del Rosario, Las Palmas, Spain — NIF 78526503-H