Frequently asked questions

Check-in is from 3:00 pm. If you arrive earlier and your room is already free and clean, you can go up as soon as you have registered.

Check-out is at 12:00pm noon. Subject to availability, we can offer you a late check-out for a supplement.

Yes. You pay nothing if your booking meets the conditions of the programme: a flight + hotel package bought through an official Spring Hotels channel, a stay of 7 nights or more, arrival or departure through Tenerife South airport (TFS) and a request made at least 48 hours in advance.

Yes, wifi is free throughout the hotel, both in the rooms and in the communal areas. Log in and register in our Hello Spring app to connect to our Hello Spring Hotels network, access all the hotel information, manage your booking and send us any request during your stay.

No. It is a shared coach or minibus with other Spring Hotels guests, operated by the company Sierra & González. It runs to fixed time slots rather than on demand, and the type of vehicle is assigned each day depending on the number of passengers.

We're on the seafront in Los Cristianos, at Avenida Juan Carlos I, no. 38. Tenerife South airport (TFS) is 17 km away, about 20 minutes by car, and Tenerife North (TFN) is 80 km away, around an hour. You can get here by taxi, bus or hire car.

How to get there:From the South airport (TFS)From the North airport (TFN)

No, the hotel does not have parking. There is free street parking available in the streets near the hotel.

You request it while you are booking your flight + hotel package, in the booking process itself. That is where you choose whether you want the inbound journey, the return journey or both. There is nothing to do afterwards: once you complete your booking, your transfer is requested.

At least 48 hours before your first transfer departs. That is the time the company needs to plan the next day’s vehicles. After that we can no longer add you.

Yes, it's an adults-only hotel (16+).

Yes. You can request only the journey from the airport, only the journey back to the airport, or both. You choose when you book.

You can choose between bed and breakfast or half board. Half board includes breakfast and a buffet dinner; drinks are not included. This hotel does not offer all-inclusive.

The hotel has two main pools on the level 0 solarium, one of them heated all year round, with a jacuzzi right beside them.

The UP! area adds an infinity pool, a glass pool and a jacuzzi, with access reserved for UP! rooms and UP! Suites.

Arona Gran Hotel, Spring Hotel Bitácora, Spring Hotel Vulcano, Mediterranean Palace and Cleopatra Palace. Sir Anthony is not part of this route.

Yes. We have the Thalasso Spa, with a thermal circuit and wellness and beauty treatments, open Monday to Saturday from 10:00 am to 6:00 pm. Access is chargeable; ask about prices and book your treatments at the spa reception.

The gym is free for our guests and opens every day from 7:00 am to 10:00 pm; remember to bring your room key or card to get in. From Monday to Friday, between 10:00 am and 6:00 pm, there is also a professional trainer on hand.

No. The service only runs to and from Tenerife South airport (TFS). If your flight lands at Tenerife North airport (TFN), you will need to arrange your own transfer.

No. Your name is already on the company’s list. You will receive a transfer confirmation email, separate from your booking confirmation, and that is all you need.

Yes. Arona Gran Hotel is right on the seafront, so the vast majority of our rooms have sea views, although in some the view is partial.

The terraces of the UP! rooms and UP! Suites, on the upper floors, have the best panoramic views. Sea view rooms face the ocean directly, while side sea view rooms have a partial outlook.

At the Arona Gran Hotel you will find the Las Vistas buffet restaurant, serving breakfast and dinner; the Jarea à la carte restaurant, open for lunch and, two evenings a week, for dinner with a set menu; and the Aguaviva snack bar, with service at the bar or on the terrace.

Check the menus and opening times of all of them on our Arona Gran Hotel gastronomy page.

At desks 7 and 8, Sierra & González, in the arrivals area of Tenerife South airport. They will check your name there and put you on the right coach.

Pets are not allowed, except for assistance dogs.

At your hotel reception, at the time shown in your confirmation email. Come down with your luggage 10 minutes early: the coach follows a route with several stops and cannot wait.

Congratulations! Let us know in advance with your booking reference, the date and the reason for the celebration. We can help you arrange details such as a cake, flowers or a bottle of champagne or cava. Write to us at contactcenter@springhoteles.com or contactcenter@springhoteles.com.

In summer (1 April to 31 October) transfers from the airport leave every hour between 10:00 am and 11:00 pm, and transfers to the airport between 8:00 am and 8:25 pm. In winter (1 November to 31 March), transfers from the airport run from 10:00 am to 7:00 pm and transfers to the airport from 8:00 am to 6:25 pm. Each hotel has its own fixed pick-up minute: Bitácora on the hour, Vulcano at :05, Mediterranean at :10, Cleopatra at :15 and Arona Gran at :25.

Yes, subject to availability. Write to contactcenter@springhoteles.com or contactcenter@springhoteles.com with your booking number and the dates of your stay and we will send you the upgrade options and their price. To confirm the upgrade, the corresponding amount must be prepaid.

When you choose your time slot, leave at least 3 hours before your flight, especially on the journey back to the airport. Bear in mind that traffic can add up to 20 minutes to the scheduled time.

You can let us know your preferences when booking or by writing to us with your booking reference and dates, and we'll take them into account subject to availability.

Up to 2 suitcases per person. Bulky luggage (bicycles, golf clubs, pushchairs or sports equipment) travels subject to availability and you have to mention it in the comments when you request the transfer.

Our rooms have two single beds. If you prefer a double bed, write to us at contactcenter@springhoteles.com or contactcenter@springhoteles.com and our housekeeping team will prepare it for you, subject to availability.

Only our UP! Suites have a double bed, measuring 200 x 200 cm.

Yes, subject to the company having a suitable vehicle available. You must let us know when you request the transfer so they can arrange it in advance.

Check-in is from 3:00 pm and check-out until 12:00pm noon. We can offer early check-in or late check-out subject to availability, sometimes for a charge. Late check-out cannot be confirmed until the day you leave. If your return flight leaves in the afternoon or evening, ask us about the courtesy room for a shower or to get changed.

No. The shared coach does not carry baby seats, so we recommend bringing your own. You can also look into hire options at travel4baby.com.

Yes, in all the room types available on our website it's possible to add an extra bed for a third person. The extra bed measures 90 cm wide × 190 cm long.

Write to shuttle@transfertenerifedirect.com with your booking number, your hotel and the change you need. The change is not made until the company replies to confirm it. Hotel reception can help you pass on the request, but cannot change the transfer directly.

Yes. Let us know in advance, giving your booking reference, the dates of your stay and the type of allergy, intolerance or diet you need (coeliac, lactose-free, vegetarian, vegan, diabetic, etc.), so that our kitchen can take it into account. In any case, on arrival at the restaurant please introduce yourself to the maître, who will show you the buffet and how it works. We cannot guarantee the complete absence of traces, as it's a buffet service.

If you are already at the airport, go to desks 7 and 8 anyway: they will tell you what the options are that day. If your flight is changed before you travel, let us know by email as soon as you can: if your new time falls within the service slots we will look at changing it, and if it falls outside them we cannot guarantee the free transfer or any alternative transport.

Yes. We have 8 adapted rooms on the first floor, close to reception, with pool views and adapted access. Tell us about your mobility needs when booking so we can confirm availability.

The hotel's communal areas are accessible. The main pools do not have a hoist; the outdoor spa does have one, and so does the indoor spa, which is chargeable.

The coach leaves on time and does not wait. If you miss your service and there is room on the next one, you can get on at no extra cost as long as the company confirms it, but that is not something we can guarantee in advance.

The hotel is a smoke-free space: smoking is not allowed in the indoor communal areas, in the rooms or on their terraces. There are designated smoking areas on the solarium and at the hotel's main entrance.

No. Taxis or transport you arrange yourself fall outside this service and are not reimbursed.

You can book a private transfer with Canary Shuttle, the company we usually work with, or take the public TITSA buses (in the Canaries we call the bus a guagua): the AeroExpress lines (10, 30, 40, 343 and 711) connect Tenerife South airport with Santa Cruz, Costa Adeje, Los Cristianos and Tenerife North airport.

It's an adults-only hotel, from 16 years old. The person responsible for check-in must be of legal age (18+).

We're sorry about that. Write to us with the dates of your stay, the room number and a description of the item, and we will check with the housekeeping department and the lost property record. If it turns up, we will tell you how to get it back.

UP! rooms and UP! Suites include exclusive access to the UP! Terrace, with the best views over the sea, the bay of Los Cristianos and La Gomera. Up there you can relax in the infinity pool, the glass pool or the jacuzzi, with a guaranteed sun lounger and a wide choice of premium snacks and drinks.

Bookings of 7 nights or more also include a dining experience at the Jarea restaurant (lunch or dinner), a thermal circuit at the spa and a 25-minute massage.

The maximum capacity is 3 people per room. We don't have connecting rooms. If you need adjoining or nearby rooms, let us know so we can take it into account when allocating, although unfortunately we can't guarantee it.

Yes, the pool towel service is free. On arrival you will receive vouchers that you can exchange for a towel in the pool area, every day from 10:00 am to 5:00 pm. You can swap it for a clean one once a day. When you leave, you must return the vouchers at reception; otherwise a charge applies for each towel not returned. If you forgot to exchange the voucher for the towel, hand the towel in at reception to avoid the charge.

Yes. Although the official check-out time is 12:00pm noon, you can use the hotel facilities until your departure.

Yes, we have several courtesy rooms in our SPA, equipped with everything you need to change or shower before leaving the hotel. To use them, go to our SPA before 5:00pm (Monday to Saturday). On Sundays you should ask for the key at the hotel reception. If you need the courtesy room later than that, you can use the showers in the toilets opposite the gym, letting reception know beforehand. Both options are without prior booking and free of charge.

Right next to reception we have a luggage store where you can leave your luggage until departure.

Yes, you can settle your extras bill at any time at reception. Cash payment is only allowed at the hotel reception. In the bars and restaurants, consumption is charged to your room, and you pay whenever you like at reception before departure.

Yes, you can access the UP! Terrace by paying the corresponding supplement, which depends on the room type booked and the dates. To request availability and prices, contact our reception or our Customer Service (subject to availability).

Yes. The official breakfast time in our Las Vistas buffet restaurant is from 7:30am to 10:00am, but from 5:00am you can have tea, coffee, juice, fruit and pastries in the restaurant. Before going in, contact reception.

Yes. If you have half board and haven't checked in before 9:30pm, the hotel, as a courtesy, prepares a cold dinner for you. On arrival, reception will tell you where you can have it.

No, it is not possible to swap dinner for lunch: half board includes breakfast and a buffet dinner, both served in our Las Vistas buffet restaurant. For lunch you have two options in the pool area, both at an additional cost: the Aguaviva snack bar and the Jarea à la carte restaurant.

Yes, cash can be used at the hotel reception, provided the amount does not exceed €1,000 for residents in Spain and €10,000 for non-residents in Spain.

* Prices are indicative and may vary. Please check the current amount at reception.

The public bus transport company in Tenerife is called TITSA. You can find information on routes and timetables at titsa.com.

Yes, there's one nearby, but you don't need to go there: reception can call you a taxi whenever you need one.

In the hotel building, turning left as you leave, is the nearest pharmacy. Right next to it there's a private medical centre that sees patients by appointment. If necessary, we can contact another private centre that would visit you in your own room; as it's a private service, payment is made directly to the doctor. The nearest hospital is a 5-minute drive away (Hospiten Sur).

To book your dinner at the Jarea, contact our Customer Service team or reception, who will give you availability and prices.

Yes, the sunbeds and parasols in the pool areas are free for all our guests.

They cannot be reserved. Our staff clears belongings from any sunbed that has not been occupied by 10:00 am.

If you are staying in an UP! room or UP! Suite, you have a guaranteed sun lounger on the UP! Terrace.

Yes. The lifeguard service is available every day from 10:00 am to 6:00 pm. If you have any questions about using the pools, just ask at reception.

Yes. Room service is available every day from 7:30 am to midnight.

To order, dial 9 from the phone in your room and reception will take your order. You will find the full menu in our app, hello Spring Hotels.

All our rooms have a safe. There is a daily charge for using it; ask at reception for the price.

It is included at no extra cost with bookings of 7 nights or more made directly on our website, and in all UP! rooms, whether you booked with us or through a travel agent.

The minibar cabinet is empty, so you can use it as you like during your stay.

If you would rather have it stocked, we offer several drinks packs. You will find the options in our Hello Spring Hotels app, and we can also tell you about them at reception.

Yes, all our rooms have air conditioning. For it to work properly, keep the terrace door closed.

Yes. In the wardrobe in your room you will find a bag and the price list for the service, with a choice of washing or washing and ironing.

Fill the bag and leave it on the bed: our housekeeping team will collect it when they service the room. If your room has already been made up, dial 9 from the phone and we will come up for it.

We can also send your clothes to an external dry cleaner. In that case, please check the turnaround time with us first.

Yes. The hairdresser is in the hotel shopping arcade, on the first floor, and opens Tuesday to Saturday by appointment, which you need to book at the salon itself.

Yes, every evening. From 6:00 pm to 8:00 pm a pianist plays, from 8:30 pm to 9:30 pm there is live music and the show starts at 9:30 pm. You will find the full up-to-date programme in our app.

Times may change on some days because of special events.

The Salón Teide has no fixed closing date: it depends on the weather and on how the hotel is running.

The UP! Terrace is open from 10:00 am to 7:00 pm in winter and from 10:00 am to 8:00 pm in summer. Snacks and drinks are served from 10:00 am to 6:00 pm all year round.

We accept Visa, Mastercard and American Express. You can also pay in cash at the hotel reception, within the limits set by law: residents in Spain can pay invoices of up to €1,000 in cash.

* Prices are indicative and may vary. Please check the current amount at reception.

Air conditioning is in the rooms: every single one has it. Inside the hotel, the Jarea restaurant, the gym and the Re-Lab and Fasnia meeting rooms have air conditioning too. The lobby and reception do not. Life at the Arona Gran happens mostly outdoors: the two pools and their 2,777 m² of sun terrace, the UP! Terrace and the Aguaviva bar are open-air spaces facing the sea, so there is no air conditioning there either. One thing worth clearing up: when we say a pool is heated, we mean the water temperature, between 27 ºC and 30 ºC, not air conditioning.