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 the rooms and in the communal areas. You get the password at check-in.

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.

Yes, there is free parking, subject to availability, with outdoor and underground spaces. There are spaces for reduced mobility and for electric cars. In total we have 43 car spaces (24 outdoor and 19 underground), 12 reduced mobility spaces, 6 for motorbikes and 6 for electric cars (3 outdoor and 3 underground). Spaces cannot be reserved.

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.

It is a family hotel: we welcome guests of all ages.

We offer bed and breakfast, half board and All Inclusive. All Inclusive is served mainly at The Pier, with snacks, selected drinks and dinners at themed restaurants depending on the length and conditions of your stay.

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. The hotel is part of our complex, together with Cleopatra Palace and Sir Anthony, and you can use their shared facilities and dining venues.

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.

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.

There is a main circular pool of around 1,255 m², a children's pool and the Splash Park. A lifeguard is on duty from 9:00 am to 6:00 pm in winter and from 9:00 am to 7:00 pm in summer. The pools are heated: between 26 and 27 °C in winter and between 28 and 30 °C in summer.

The main pool has a hydraulic lift for guests with reduced mobility.

The complex has a gym, a spa and a wellness and beauty centre. Gym: chargeable, by the day or by the week, and free with All Inclusive; 8:00 am to 7:00 pm. Spa: 10:00 am to 6:00 pm, with reception until 7:00 pm, on the ground floor of the Hotel Cleopatra Palace, with a water area and treatments (chargeable and by appointment). Wellness and beauty centre: 11:00 am to 7:00 pm, on the ground floor of the Hotel Sir Anthony, treatments in cabins only (chargeable and by appointment).

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.

The Mediterranean Palace and our complex have a wide choice of restaurants and bars, with buffet and à la carte options. See all the restaurants, menus and opening hours here: Mediterranean Palace dining.

No pets of any kind are allowed in the rooms, the facilities or the communal areas of our hotels. Emotional support animals are not allowed either.

Only properly accredited assistance dogs are admitted, in accordance with the applicable regulations. We recommend letting the hotel know before you arrive so the team can get everything ready.

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.

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.

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.

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.

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.

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.

• 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. Tell us your preference (two separate beds or a double bed) when booking or write to us with your booking number. We will do our best subject to availability.

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

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.

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, sometimes 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.

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

Yes. We can add a cot, a high chair or an extra bed depending on the room type and availability. Let us know along with your booking number and we will have it ready before you arrive.

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

• 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. 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.

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.

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. Spring Hotels does not refund taxis you take on your own, whether because you missed the shuttle or in situations outside the service conditions.

Yes. There are 14 adapted rooms and accessible communal areas. Tell us your specific needs when booking so we can confirm which room type is available.

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.

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

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

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.

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.

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.

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.

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.

Standard double rooms usually take 2 adults and 1 child, and family rooms up to 4 adults and 2 children, depending on the category. Connecting or adjoining rooms are limited and must be requested; you can also book them through Hotelverse. We cannot guarantee them without prior confirmation. They are on the first, second and third floors.

Yes. The Dual Family Suite is made up of two double rooms connected by an inner door, each with its own bathroom. The connection is part of the room: it is not a request subject to availability. It sleeps 2 adults and 2 children up to 12 years old.

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.

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

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.

The Mediterranean Palace is on the seafront of Playa El Camisón, next to the Golden Mile, in Playa de las Américas, within our complex. It's about 18 km from Tenerife South airport (TFS), roughly a 20-minute drive, and about 80 km from Tenerife North (TFN), 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)

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.

No, drinks are not included, except for guests on All Inclusive.

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

Yes, you can choose between lunch or dinner, whichever suits you best.

Yes, you can enjoy the facilities before your check-in and after your check-out. We also have a luggage store to keep your baggage.

Yes, all our rooms have a walk-in shower and do not have a bidet.

Yes, except for some premium drinks such as black-label spirits or grand reserve wines.

Yes, we have daily activities for adults, with a programme that changes weekly.