Frequently asked questions

Check-in is from 3:00 pm and check-out is until 12:00pm noon.

Late check-out is available subject to availability and only extends the use of the room. There is a supplement depending on how late you want to stay; ask at reception about availability and the amount the day before you leave, from 6:00 pm.

Late check-out does not extend your board basis or include access to food and drink services after the official departure time.

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, free Wi-Fi throughout the hotel, in the rooms and communal areas.

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.

The hotel is in Playa de las Américas, about 18 km from Tenerife South airport (TFS) (around 20 minutes by car) and 80 km from Tenerife North (TFN) (about 1 hour). You can get here easily by taxi, bus or hire car.

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

We do not have our own car park. However, we work with the Zentral Center car park, a few minutes' walk from the hotel. You'll find all the details, terms and rates in our Web App, in the «Welcome» section.

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, we're a family hotel, with facilities and activities designed for all ages, including swimming pools, Springly World, the Mini Club and a full daily entertainment programme for the whole family.

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

We offer Bed & Breakfast, Half Board with house drinks (at dinner) and Premium All Inclusive. What's included and the timings are detailed in your rate.

The hotel has several pools designed for all ages. There's a main family pool, the Medusa Pool, which in summer is for family use and in winter is reserved exclusively for guests over 18, a children's pool, a pool with water slides, an outdoor spa pool for over-18s and, for those enjoying the UP! experience, an infinity pool exclusively for over-18s on the UP! terrace, with a relaxing atmosphere and privileged views.

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

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.

Yes. We have a full entertainment programme, with daytime and evening activities for all ages: sport, games, workshops, live music and shows every night. You can check the up-to-date schedule during your stay on our Web App.

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.

At the Hotel Bitácora we have a buffet restaurant and bars. See all the restaurants, menus and opening times on our dining page.

The hotel has a free gym for all guests over 16. It's open every day from 8:00am to 10:00pm. To use it, you need to ask for the key at reception each time.

There's also a Spa, open Wednesday to Sunday, from 10:00am to 6:00pm. You can find information about treatments, available services and prices on our Web App.

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 aren't allowed, except 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.

Yes, we'll be delighted to help you celebrate a special occasion. We have different packages for birthdays, anniversaries, honeymoons and other celebrations. You can see all the options, prices and conditions on our Web App, in the “Requests” section.

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 us with your booking number and dates and we'll send you the available upgrade options and their price. Free upgrades aren't guaranteed and depend on occupancy at the time of arrival.

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 tell us your preferences when booking or by writing to us with your booking number and we'll take them into account subject to availability. We can't guarantee a specific room unless you book a category that already includes that feature. The final allocation is made on arrival.

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.

Yes, tell us your preference (two separate beds or a double bed) when booking or by writing to us with your booking number. We'll arrange it subject to availability.

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 is until 12:00pm noon. If your room is ready before the official check-in time, we will hand it over at no extra cost, although we cannot guarantee early check-in.

Late check-out is subject to availability and carries a supplement depending on how late you want to stay. Ask at reception about availability and the amount the day before you leave, from 6:00 pm.

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. If your booking includes a child up to 2 years old, we'll automatically add a cot to the room. Extra beds are set up according to the room's occupancy and the capacity of the category booked, so there's no need to request them in advance.

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. If you have any allergy, food intolerance or special dietary need, let us know before you arrive, giving your booking number and the type of allergy or diet. Once at the hotel, our catering team will tell you the available options and help you during your stay. We also have gluten-free options, on request with 24 hours' notice.

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.

We have 8 rooms with an adapted bathroom, ramps or lifts, and a pool hoist in two pools. Tell us your needs so we can confirm availability.

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.

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

Smoking isn't allowed in the rooms or on the balconies. For everyone's comfort, the hotel has designated smoking areas: on the benches at the pool entrance, on the terrace of the Fun Bar (left side) and in the area to the right of the hotel's main entrance. Please use only these areas.

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.

The person responsible for check-in must be of legal age. For minors or young groups, please confirm the policy and the required documentation with us before booking.

If you've forgotten something during your stay, write to us with the dates of your stay, your room number and a description of the item so we can check whether it's turned up.

If we find it, we can keep it until your next stay at the hotel. If you prefer, a relative or an authorised person can also collect it. And if you'd like it sent by courier, we recommend a delivery company, though arranging and paying for the shipment is up to you.

Our housekeeping team cleans the rooms from 8:00am to 3:30pm. If you'd like your room cleaned at a particular time, let us know at reception or via the Web App chat.

Yes, all rooms have air conditioning, but it stops working if the balcony door is open.

UP! is our exclusive experience for over-18s, designed for those looking for a more relaxed atmosphere and premium services. It includes access to the UP! Terrace, where you can enjoy an infinity pool, jacuzzis, a solarium and the UP! Lounge with drinks and dining service, plus exclusive programming at certain times. It also includes the use of pool towels and other benefits depending on your board basis and length of stay. You can find all the details and conditions on our Web App.

The maximum occupancy of the rooms is 4 people: up to 2 adults and 2 children, or a maximum of 3 adults. If you have any questions about your booking, we'll be glad to help.

Yes. Through our Web App, in the «Requests» section, you can ask for various items for your room, such as extra pillows, blankets, toilet paper, soap and other things available during your stay.

A kettle and an iron with ironing board are available to hire; ask at reception for the amount.

All our pools are heated during the winter season, including the children's pool with slides. The water temperature is usually kept between 24°C and 27°C, to ensure a comfortable experience for all guests.

However, depending on the weather conditions, the temperature may be adjusted slightly to suit the outdoor climate and maintain maximum comfort.

Yes, we have connecting rooms on floors 1 and 2. There are very few of them, so we recommend contacting us as far in advance as possible to arrange your request, always subject to availability.

Yes. In your room wardrobe you'll find a laundry bag and a form with the garments and their prices. Just put your clothes in the bag and leave it on the bed for our housekeeping team to collect. The usual turnaround is 24 to 72 hours.

The doors stay closed from 1:00am to 6:00am for security reasons, but you can always get in with your room wristband.

No. The pool and all the facilities are reserved for hotel guests only.

You can use the pool even outside the lifeguard's hours, but in that case it's at your own risk. It can never be used at night.

No. Drinks consumed in the restaurant must be ordered directly from the restaurant staff, so you can't bring in drinks served at other bars in the hotel. Likewise, drinks from the restaurant can't be taken to other areas of the hotel.

Yes, you can invite family or friends to have lunch or dinner at the hotel. Please let us know beforehand at reception, where they'll tell you the availability, conditions and prices.

Yes. Half board includes breakfast and dinner. You can swap dinner for lunch, always asking at reception in advance.

There is a supplement per person for this change, with a reduced price for children aged 2 to 12. Ask at reception for the amount.

You can book excursions directly at the hotel, through the reception or Customer Experience team, who'll be delighted to advise you and help you choose the option that best suits what you're after.

You can charge your bar and restaurant consumption to your room account and pay it conveniently at reception at the end of your stay. Please note that cash isn't accepted at the bars and restaurant. If you prefer, you can also pay by card at the points of sale.

No, the rooms don't have heating. Even so, thanks to Tenerife's mild year-round climate, the temperature is usually pleasant. If you need an extra blanket during your stay, you can request one on our Web App, in the “Requests” section, or at reception.

Swimwear and sports bras aren't allowed.

The safe is available for a daily supplement; ask at reception for the amount and to collect the activation card.

If you are on All Inclusive or staying in a Fresh Pool View, UP! Room or Ocean Terrace room, this service is included and you can request the card at reception at no extra cost.

Yes. All our rooms have an empty minibar, so you can use it freely during your stay and keep your own drinks or food cold.