FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

General

Casitas Canarias is a booking centre specialized in rural accommodation in the Canary Islands, which have been selected to give our customers the best offer.
The booking conditions found in the menu located at the bottom of all pages.
You can find this information in Contact us.

Bookings

Online:
  1. In Casitas Canarias home page or in our search page you can perform a search by specifying the island, check-in and check-out date, number of people, etc. Within those search results, you can choose the accommodation you wish to book by clicking on booking.
  2. Then you must fill out the form and complete the application process. Once completed we will send you an email confirming that we have received it correctly.
  3. Your request will be supervised by our agents who will verify that everything is correct. You will receive an answer within less than 24 hours (under normal conditions, except public holidays).
  4. After receiving the affirmative answer to your request, you can confirm your booking by making the payment within 48 hours.
By telephone: You can also book by phone, please contact us on 0034 928 464 464.
In our office: Located in Calle Tenerife, 24, local alto, 35008 Las Palmas de Gran Canaria.
If you want to pre-book, please contact us. The booking will be for a limited period of time, mainly to have a few days without losing the opportunity of renting the desired accommodation.
By specifying the date you want in the home page search field or by clicking on the search button on the top menu.
After booking by phone or online and making the full payment, you will receive by email the definitive confirmation of the booking, a 24-hour contact telephone number and the detailed route to get to the house.
If you want to make changes to your booking, please contact us. Please take into account our booking conditions because depending on the proximity to the check-in date of arrival, there may be charges for these changes.
Children should be considered in the number of people, excluding babies (0 to 2 years) as they sleep in cribs. In the case of needing a cradle, the first one is free of charge but it needs to be requested in your booking.
When you make a booking you will receive a request notification, this request will be supervised by our agents who will verify that everything is correct. The response to your request will be sent within less than 24 hours (in normal conditions, except public holidays), after that you can confirm your booking.
Once the booking is confirmed and the full payment is made, you will get, along with the booking confirmation, the exact address of the accommodation, the route detailed to reach accommodation and a 24-hour phone contact.
Taking into account that the accommodation is located in scattered areas and they may also be occupied at the time, it is not possible to visit them before booking. In any case please contact us to clarify any doubt about the accommodation.

Payment

Payment terms are indicated in your booking confirmation.
Once your application is checked, you will receive an email with the payment methods available. The payment can be made by bank transfer, bank deposit or credit card. If you confirm the booking in our Office, you can also make payment in cash.
Yes, you can make your payments with credit card.
From the moment you receive the mail with your application confirmation and the payment methods, you have 48 hours to confirm your booking by paying the 40% of the total rent amount (plus the cancellation insurance, in the case you want it). The remaining rent amount must be paid at least 30 days prior to the check-in date. If you confirm the booking with less than 30 days prior to the check-in date, the payment must be made in full.
If the deadline for payment has passed, please contact us immediately. If your payment fails, Casitas Canarias has the right to unilaterally cancel your booking. In that case you must pay the cancellation fees.
No, the rent price is paid before the check-in date within established deadlines.

Accommodation

Within the accommodation specifications, in the section "Property Location" you can see a map with the accommodation location. In any case, once the booking is confirmed and the full payment is made, you will get, along with the booking confirmation, the exact address of the accommodation, the route detailed to reach accommodation and a 24-hour phone contact.
Your booking confirmation indicates how the check-in is handled. There are two possibilities:
  1. The owner or person in charge will wait for you with the key in the accommodation and will give it to you there.
  2. The booking confirmation indicates the address where can also pick up your key.
The same applies to the check-out.
Please contact our customer service during our business hours. Outside office hours, you can call our 24-hour customer service which is indicated in your booking confirmation number.
It is important because in many cases we will be waiting for you in the accommodation. It is also important to have your flight details in order to check the possible delays.
No, all the accommodation we offer have linens and towels for your stay.
Yes, all houses have at least one cradle and there is no charge for it. If you need more than one cradle, please contact us to verify the availability and price of the additional cradle. In any case, you must always request the cradle when booking.
Check-in time starts at 5pm. In any case please contact us to check the possibility to check-in earlier.
Check-out time ends at 12 pm. If you want to leave a bit later, please contact us to check this possibility.
No, under no circumstances more people than the one indicated in the contract are permitted, even if they do not stay the night or only want to spend the day.
No, the final cleaning of the accommodation is included in our prices.
On the tab of each accommodation you can see if pets are allowed. Pets are only permitted in the accommodation that specifies so, they are not allowed in the accommodation that does not mention anything about it.

Cancellations

  • If you are forced by circumstances to cancel, please contact us by phone or email. Have with you your booking number.
  • The cancellation has certain costs. If a cancellation insurance was included through us and you cancel your booking due to a valid reason, the insurance company costs can be reimbursed. Check the terms of the cancellation insurance. Booking cancellation costs are in general in the booking conditions.
  • The amount depends on the date in which you cancel. The cancellation fees amounts to:
    1. In the event of a cancellation up to 61 days before the start of your stay, the cancellation costs are 10% of total rent cost.
    2. In the event of a cancellation between 60 and 30 days before the start of your stay, the cancellation costs are 40% of total rent cost.
    3. In the event of a cancellation between 29 and 8 days before the start of your stay, the cancellation costs are 75% of total rent cost.
    4. In the event of a cancellation between 7 and 2 days before the start of your stay, the cancellation costs are 90% of total rent cost.
    5. In the event of cancelling a day before your stay or later, cancellation costs are 100% of the total rent cost.
    These data are in our booking conditions. If a cancellation insurance was included through us and you cancel your booking due to a valid reason, the insurance company will pay the net amount of the rent.

    Insurance

    To avoid unnecessary costs it is always reasonable to have a travel and/or cancellation insurance. You can arrange a travel or cancellation insurance through us. For a small premium you can insure the entire group that travels with you. The exact costs will be calculated according to the booking.
    Reservation and cancellation insurance can only be taken out at the point of booking. To do this, please contact us.