Frequently asked questions

Check-in is from 2:00 pm and check-out is until 12:00 noon. Subject to availability, we can offer early check-in or late check-out. Late check-out has a cost depending on how late you want to stay; ask at reception about availability and the amount on the day you leave, from 9:00 am.

Yes: if your booking meets your hotel's conditions, you can book the shuttle for free. It always has to be a booking made on our official website or through our contact center, for 7 nights or more, arriving at or leaving from Tenerife South Airport (TFS).

• Arona Gran Hotel, Hotel Bitácora and Hotel Vulcano: for now, both Hotel only and Flight + Hotel bookings.
• Mediterranean Palace and Cleopatra Palace: Flight + Hotel bookings only, from 5 October 2026.

In every case you have to book it in advance and receive the confirmation by email.

Yes, free wifi throughout the hotel, in rooms and common areas. You will be given the password at check-in.

It's the most economical option. The package already includes the direct booking discount plus an additional discount for booking flight and hotel together, and it saves you time by cutting out intermediaries. If you have already booked hotel only and don't have your flights yet, you can rebook as a package and the hotel price will work out lower.

The flight + hotel product does not allow you to book several rooms in a single transaction, nor more than 3 adults per booking. If you need more than one room, make a separate booking for each one according to its occupancy. We recommend choosing the same hotel and the same flights (same airline and times) for all bookings so that all passengers travel together.

No. The shuttle has to be booked in advance and confirmed by email. You cannot just turn up at the airport or at the hotel pick-up point without a confirmed shuttle booking.

We're on the seafront of Playa El Camisón, next to the Golden Mile, in Playa de las Américas, within our complex. Tenerife South airport (TFS) is about 18 km away, roughly a 20-minute drive, and Tenerife North (TFN) about 80 km, around 1 hour. You can easily get here by taxi, bus or hire car.

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

Seats and extras cannot yet be selected during the booking process. Once the package is complete, go to the airline's website with your flight booking reference and your email to add seats, meals, special assistance or luggage. If you don't choose a seat, one will be assigned to you at random at check-in. For any queries about the flights, you can email booking@maarlab.com.

Yes. With the 'choose your room' tool (Hotelverse) you can select the exact number of your room on the hotel map before you arrive, for a small supplement. You can use it when booking on our website and also from your booking confirmation email, entering your Booking ID. If you prefer, let us know your preferences (floor, quiet area, rooms close together) with your booking reference and we'll take them into account subject to availability.

No. Even if your booking meets the conditions for the free service, you have to book the shuttle in advance and receive its confirmation by email.

Yes, there is free parking, subject to availability, with 30 spaces, including 4 for guests with reduced mobility. There are no spaces for electric cars and they cannot be reserved.

Baggage is added via the drop-down menu during booking and increases the deposit payable. If you didn't include it when booking, email booking@maarlab.com to add it for the corresponding cost.

Arona Gran Hotel, Hotel Bitácora, Hotel Vulcano, Mediterranean Palace and Cleopatra Palace.

Mare Nostrum Resort brought together three hotels in Playa de las Américas: Cleopatra Palace, Mediterranean Palace and Sir Anthony. They are now part of Spring Hotels, together with Arona Gran Hotel, Hotel Bitácora and Hotel Vulcano.

Yes. Flight check-in is the passenger's responsibility and you must do it directly on the airline's website or app within the deadlines set by each carrier. Doing it on time avoids problems, especially with airlines such as Ryanair or easyJet.

No. The free shuttle is only for bookings made on our official website or through our contact center. Bookings made through agencies, tour operators or other booking websites do not include it.

It is a hotel for all kinds of guests: we welcome families and travellers of all ages.

On the hotel side we can change the accompanying guest's name. On the flight side you must contact the airline directly (for example easyJet or Ryanair) to change the name or split the booking into two references. If you need help, email us at booking@maarlab.com.

No. It is a shared bus or minibus with other Spring Hotels guests, operated by the company Sierra & González. It leaves at fixed times, every hour, and is not an on-demand service.

We offer bed and breakfast. You can also use the other restaurants and bars in our complex, at a charge. This hotel does not operate on an all inclusive basis.

Yes. Our flight agents handle the change. Please bear in mind that we work with dynamic pricing and that airline fares and penalties can vary. If you change the flights yourself, they may not be reflected in your Spring personal area, although you will have the airline's confirmation email.

Yes. The hotel is part of our complex, together with Mediterranean Palace and Sir Anthony. From 6:00 pm the door connecting with the Mediterranean Palace opens, where you can dine at its buffet, The Pier, or at its à la carte restaurants, Coal and Diabolo. During the day, you can buy a DayPass at reception to use the Mediterranean Palace's pool, solarium, Splash Park and beach volleyball. You also have La Palapa Beach Club at your disposal. The Sir Anthony pool is for the exclusive use of that hotel.

Through Manage booking. You'll find the link in your booking confirmation email. There you choose your journey and enter your flight number, how many passengers are travelling and any special luggage or other needs.

If you book Flight + Hotel at Mediterranean Palace or Cleopatra Palace, from 5 October 2026 you can also add it during checkout.

At the latest, 2 calendar days before your stay begins. For example: if your stay starts on Friday the 10th, book it by Wednesday the 8th at the latest.

If there are fewer than 2 days left, write to us at contactcenter@springhoteles.com. We'll try, but it depends on availability and we can't guarantee it.

There is a Roman-inspired main pool of around 300 m² (1.50 m deep), with a jacuzzi and a children's pool, plus 400 sunbeds with towels for our guests. The water is heated: between 26 and 27 °C in winter and between 28 and 30 °C in summer. Opening hours are 9:00 am to 6:00 pm in winter and 9:00 am to 7:00 pm in summer, with a lifeguard on duty throughout.

If the airline changes or cancels your flight, email the Maarlab team at booking@maarlab.com so we can review your case and help you deal with the issue.

Yes. You can book just your arrival, just your departure or both journeys. They are independent, so you can change or cancel one without touching the other.

Spa: a paid service, by appointment, with treatments and a water area, shared between the Cleopatra, the Mediterranean and the Sir Anthony. Treatments run from 10:00 am to 6:00 pm, with the desk open until 7:00 pm.

Gym: it is at the Mediterranean Palace, has an entry fee and opens from 8:00 am to 7:00 pm.

Both the hotel and the flights work with dynamic pricing, which changes according to demand and dates, so they are not always comparable from one year to the next. Booking in advance usually secures the best price and availability.

When booking you pay a deposit (non-refundable) and the rest on arrival at the hotel. We operate cashless. At check-in you will need to present a valid ID document and the original card used to make the booking.

The Cleopatra Palace and our complex have several restaurants and bars, with buffet and à la carte options: Coal, Diabolo, La Palapa, Hard Rock Cafe and the Windsor restaurant, among others, at a charge. Discover the full dining offer, menus and opening hours at Cleopatra Palace dining.

Every hour, with the same timetable all year round:

• Tenerife South Airport (TFS) to hotel: it leaves on the hour, from 9am to 9pm.
• Hotel to Tenerife South Airport (TFS): each hotel has its own pick-up minute. Cleopatra Palace and Mediterranean Palace share a stop next to Hard Rock Cafe Tenerife at :50 (7:50am to 7:50pm); Hotel Bitácora on the hour (8am to 8pm); Hotel Vulcano at :05 (8:05am to 8:05pm); and Arona Gran Hotel at :15 (8:15am to 8:15pm). The shuttle reaches Tenerife South Airport (TFS) at half past the hour.

Traffic may shift the times by a few minutes.

No pets of any kind are allowed, nor are emotional support animals.

Only properly accredited assistance dogs are admitted, in accordance with the applicable regulations.

No. Your name will be on the service list. When you land at Tenerife South Airport (TFS), go to the Sierra & González desks 7 and 8 in the arrivals area and they will show you to your shuttle.

The package deposit is non-refundable. Cancelling the hotel part is free of charge, but the flights are governed by the airline's conditions (they can usually be amended for a penalty, depending on the fare). If you can't travel, it's usually best to reschedule the dates so as not to lose the deposit: let us know alternative dates and we'll check availability and any penalty.

Congratulations! Let us know in advance with your booking number, the date and the reason for the celebration. As a courtesy we prepare a welcome treat (water, cava, chocolates or fruit) for direct, web and VIP guests. We also have celebration packages at a charge (Romantic Room, Premium Romantic Room, Birthday Room, Premium Birthday Room and flower bouquets). Write to us and we will tell you the details, the prices and how to book them.

• Arona Gran Hotel, Hotel Bitácora and Hotel Vulcano: at hotel reception.
• Cleopatra Palace and Mediterranean Palace: at the shared stop next to Hard Rock Cafe Tenerife.

Be there 10 minutes early. The shuttle keeps to its timetable and cannot wait.

Yes, subject to availability. Write to us with your booking reference and dates and we'll send you the available upgrade options and their price. You can also request it directly at reception, subject to availability and for a charge.

Reservations: +34 822 249 355. Email: contactcenter@springhoteles.com.

Contact and location for each hotel:

• Cleopatra Palace contact and location
• Mediterranean Palace contact and location
• Sir Anthony contact and location

Yes. Adding the flights brings the final price down and saves you time. Email us at contactcenter@springhoteles.com or call us on +34 922 795 778 with your booking reference.

At the shared stop next to Hard Rock Cafe Tenerife, at :50 past each hour (7:50am to 7:50pm). Both hotels use the same stop. Open it in Google Maps. If it has to move temporarily because of traffic or a road closure, we will let you know by email and update this page.

Yes, let us know your preference (two separate beds or a double bed) when booking or by writing to us with your booking reference. We'll do our best subject to availability.

British citizens must travel with a valid passport and meet the entry requirements set by the Spanish authorities and the Schengen area.

You'll need to wait for the next available shuttle. It runs on a fixed hourly timetable and is not an individual private transfer.

All three hotels are in Playa de las Américas (Arona, Tenerife), right on the seafront of Playa del Camisón and next to the Golden Mile:

• Cleopatra Palace · Av. las Américas, s/n, 38650 Playa de las Américas, Santa Cruz de Tenerife · +34 822 249 355 · Getting there: from the South airport · from the North airport
• Mediterranean Palace · Av. las Américas, s/n, 38650 Playa de las Américas, Santa Cruz de Tenerife · +34 822 249 355 · Getting there: from the South airport · from the North airport
• Sir Anthony · Av. las Américas, s/n, 38650 Playa de las Américas, Santa Cruz de Tenerife · +34 822 249 355 · Getting there: from the South airport · from the North airport

Check-in is from 2:00 pm and check-out is until 12:00 noon. We can offer early check-in or late check-out subject to availability, at a cost. Late check-out has a cost, except for web and direct guests, for whom it is free until 4:00 pm subject to availability. For all other guests there is a supplement depending on the time, as long as occupancy allows; ask at reception about the amount and availability on the day you leave, from 9:00 am. You also have a luggage store and the option of a shower.

No. All our hotels have come together on a single website, Spring Hotels, so marenostrumresort.com is no longer an independent site. If you go to that address or follow an old link, we take you to the equivalent page on springhoteles.com.

Here is each hotel:

• Cleopatra Palace
• Mediterranean Palace
• Sir Anthony
• Arona Gran Hotel
• Hotel Bitácora
• Hotel Vulcano

No. UK citizens must travel with a valid passport.

• If it's delayed: when you land, go to desks 7 and 8. You'll be moved to a later shuttle at no extra cost, subject to availability.
• If it's cancelled and you arrive the next day: go to the Sierra & González desks 7 and 8 as well and ask for a seat on the next available shuttle.
• If you arrive outside the shuttle's hours (it leaves Tenerife South Airport (TFS) from 9am to 9pm): you cannot use it. There is no alternative service and we do not cover taxis or private transfers.

Yes, we can add a cot or an extra bed depending on the room type and availability, at no extra cost. Just let us know along with your booking number.

Yes. No restaurant or bar changes its name: you will still find Buffet Cleopatra, The Pier, Coal, Diabolo, Windsor, Hard Rock Cafe Tenerife and La Palapa Beach Club, among others.

See them all on our gastronomy page.

Update it through Manage booking, using the link in your booking confirmation email. If there are fewer than 2 calendar days left before your stay, ask at reception or write to us: we take care of it. Beyond that deadline it depends on availability, so do not count on it until we confirm it. Write to us at contactcenter@springhoteles.com.

No. For tourist trips of up to 90 days within a 180-day period, British citizens do not need a visa, provided they meet the entry requirements in force.

Yes. Let us know in advance with your booking number and the type of allergy or intolerance (coeliac, lactose free, vegetarian, vegan, diabetic, and so on). Tell reception as well and, once at the buffet or restaurant, speak to the maître d', who will point out the dishes you can have.

No. Spring Hotels does not refund taxis you take on your own, whether because you missed the shuttle or in situations outside the service conditions.

The passport must have been issued less than 10 years ago and have a minimum validity of 3 months from the intended date of departure from the Schengen area.

Because each platform updates names on its own and on its own schedule. Tripadvisor, Booking and other booking sites, and social media profiles, may keep showing Mare Nostrum Resort for a while as the changes go through.

They are the same hotels, with the same team and in the same place. We are updating our profiles and asking each platform to change the name, so for a while you may see us under both names.

To book safely, always do it at springhoteles.com or by calling +34 822 249 355: booking on the official website guarantees the best price and exclusive perks.

Yes. We still organise weddings, celebrations, meetings and corporate events. Explore our spaces and request your proposal at Events and celebrations.

If you would like to celebrate by the sea, also discover La Palapa Beach Club, on El Camisón beach.

No. The service only runs to and from Tenerife South Airport (TFS).

There are no adapted rooms. If you have specific accessibility needs, write to us before booking and we will tell you what options there are in our complex.

If the passport does not meet the minimum validity requirements, the airline could deny boarding. It is advisable to check your documents before travelling and renew them if necessary.

Smoking is not allowed indoors. You may only smoke on the terraces of the first floor rooms and in the designated areas next to the pool.

One piece of hand luggage and one checked suitcase per passenger. If you are bringing a second checked suitcase, tell us when you book. Bikes, golf clubs, pushchairs and any other special luggage must be requested when you book the shuttle and depend on space. If you don't let us know in advance, it may be refused if there is no room in the vehicle. If you tell us in advance and there is any problem, we will let you know; if we say nothing, it travels with you. Luggage with batteries that cannot be removed, such as some electric bikes, is not allowed.

Send your application through our job portal. You can submit your CV there.

Yes, if the wheelchair is foldable or can be taken apart and you can get on the bus or minibus on your own. The shuttle has no adapted vehicles; if you need one, you'll have to book a separate specific service.

The minimum age to register is 18. Under-18s must stay accompanied by an adult or, failing that, present an authorisation signed by their parent or legal guardian.

Proof of relationship: accompanying adults who are not the parents must prove the relationship or carry an express authorisation signed by the legal guardians.

Write to the Contact Center at contactcenter@springhoteles.com or call +34 822 249 355. Include the hotel, the dates of your stay and your booking number, and we will reply as soon as we can.

You can also use each hotel's contact form:

• Cleopatra Palace contact and location
• Mediterranean Palace contact and location
• Sir Anthony contact and location

Yes. Children under 2 must be included in the shuttle booking. They travel on an adult's lap: they do not take a seat, do not count as an extra place and are not charged.

The shuttle does not carry baby seats, and booster seats are not required. If you travel with a pushchair, tell us when you book: it counts towards the vehicle capacity.

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 our housekeeping team. We keep lost property for a maximum of one month from your departure. You can collect it in person, or a relative or authorised person can do so; if you prefer it sent by courier, you will need to arrange and pay for the shipment yourself (UPS, DHL or similar) and send us the tracking number so we can hand it over.

Double rooms normally take up to 3 people and suites up to 4. Connecting or nearby rooms must be requested and are not guaranteed without confirmation; you can request them through Hotelverse.

Write to us at contactcenter@springhoteles.com for any question, change or issue related to the shuttle.

You can request items such as a kettle, hangers, extra pillows or an iron. They are subject to stock and, in some cases, to a supplement; we will tell you what your room already includes and what counts as an extra request.

Choose a hotel pick-up at least 3 hours before your flight is due to depart. That way you reach Tenerife South Airport (TFS) with time to spare, even if traffic slows the route down.

If the Sierra & González team finds it, they keep it at their offices. It is not taken to the hotel or sent on a later shuttle, so you have to collect it in person at Sierra & González S.A., Prolongación Nuestra Señora del Rosario, s/n – Oroteanda, 38632 San Miguel de Abona.

Before you go, write to us at contactcenter@springhoteles.com and we will check whether it has been found.

The detergent and the wash additives are fragrance-free. The fabric softener does contain fragrance and declares three allergens: Hexyl cinnamal, Coumarin and Alpha-isomethyl ionone.

These are the five products, all made by Ecolab for professional use. Not every product is used in every wash, but any of them may have been used on the linen in your room:

• OxyGuard Emulsion, main detergent. Odourless. Non-ionic surfactants, phosphonates, polycarboxylates and optical brighteners. Data sheet (PDF, in Spanish)
• Turbo Break, wash booster. Odourless. Sodium hydroxide. Data sheet (PDF, in Spanish)
• OxyGuard Bright Alpha E, wash additive. Odourless. Preservative: 2-phenoxyethanol. Data sheet (PDF, in Spanish)
• OxyGuard Bright Beta E, oxygen bleach. Vinegar-like smell, no fragrance. Hydrogen peroxide and peracetic acid. Data sheet (PDF, in Spanish)
• Ecobrite Neutrasoft, fabric softener. Fragranced. Cationic and non-ionic surfactants, perfume and the three allergens above. Data sheet (PDF, in Spanish)

The safety data sheets are in Spanish and written for staff who handle the concentrated product: their warnings (corrosive, irritant) refer to the undiluted product, not to the washed linen.

If you are allergic to fragrances, write to us before you arrive with your booking number and we will look into it with our housekeeping team.

Spa access is allowed from age 16, although one day a week parents can attend with their children.