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Frequently Asked Questions: Gran Tacande
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Dreamplace Hotels & Resorts
What is Dreamplace?
Dreamplace Hotels & Resorts Dreamplace is a Canarian Company that is formed by 6 hotels, 3 of which are located in Tenerife, 2 in Lanzarote and 1 in Gran Canaria
How can I make an upgrade to my room?
There are various ways. You can contact our reception, or if it is before your arrival you can telephone our call centre: 0034 922 979 281. You can also contact us through our website, or on the customer zone if you are a member.
How can I contact the reception?
You can telephone: 0034 922 746400 or send an e-mail: grantacande@dreamplacehotels.com
What is the hotel's policy on smoking?
The Gran Tacande Wellness & Relax hotel is a smoke-free space. However, we do have designated smoking areas. Smoking is not allowed inside the rooms, but it is permitted on the terraces or balconies of the rooms.
Are pets allowed in the hotel?
Animals are not permitted except guide dogs.
Is there a safe in the room?
Yes, there is a safe in the room and you have free use of it.
Is the cot free of charge?
Yes, We regard that chidren are babies from 0-1,99 years included and no extra charge is necessary for the cot.
How many TV channels are available in the room?
There are approximately 100 channels available in various languages.
How can I book my room number?
You can browse the 3D map of our hotel and choose the room that best suits your needs.
It is important to note that the room selection request will not take effect until you confirm your reservation at the hotel and is subject to availability, so you will be notified by email when your room has been successfully assigned. In the event that the room you selected is not available, we will offer you an alternative with similar features.
The additional cost for room selection will be paid at the time of check-in at the hotel reception.
Do all the rooms have a balcony?
Yes, all the rooms have a balcony and/or terrace.
Are slippers and a bathrobe provided in the room?
Yes, these items are provided in all the rooms.
Is it possible to put an extra bed instead of the sofabed in the room?
No, our hotel does not have extra beds.
Are refridgerators provided in the room?
No, they are minibars. The difference is that they only maintain the coolness of the item and do not actually cool it down.
How wide are the beds?
The double beds measure 2x2m and the single beds measure 1.2x2m
Are there tea and coffee making facilities in the rooms?
Yes, all the rooms have a Nespresso coffee maker and a kettle, plus 6 complimentary coffee capsules and a selection of teas and herbal teas (with free replacements in Gold level jacuzzi exterior, Suite Gold level jacuzzi exterior, Gold level swim up ( private pool), Suite Gold level swim up (private pool) e Imperial Suite).
Do the DELUXE rooms have a hottub?
No. The Suites and Suites Side Ocean View have an indoor hottub. The Gold level jacuzzi exterior, Suite Gold level jacuzzi exterior and Suites have an outdoor hottub.
From what time is the room available on our arrival date?
Your room will be available from 3pm. If you are foreseen to arrive before this time please let us know.
If we arrive late the first night, will we have a dinner waiting for us?
We offer you a "cold dinner". The hotel offers you a selection of cold dishes such as salads, cured meats, cheeses...
What if I want to leave my room later on the last day of my stay?
Our reception should have the keys back by 11am at the latest.
And if I want to leave my room later than usual on my departure date?
The charge for late check-out is 30€ until 2pm and 50€ until 6pm for the Deluxe Rooms. For the suites, the Gold level jacuzzi exterior, Suite Gold level jacuzzi exterior, Gold level swim up ( private pool), Suite Gold level swim up (private pool) e Imperial Suite the charge is 50€ until 2pm and 75€ until 6pm.
For Dreamplace Club members only:
Customers who are members of Dreamplace Club can enjoy a free late check-out, up to a maximum of 2:00 pm.
*All services are subject to availability and must be requested by the customer at reception one day before departure.
Do you have complimentary guest rooms that I can use on my departure date?
Of course, we adapt to you! Our hotel has rooms that you can use, subject to availability and previous reservation in reception.
Do you organize transfers from the airport?
Yes the best option is to contact our reception directly: +34 922 746 400
What is the hotel’s sunbed policy?
The pools are open from 10am to 6pm. The sunbeds and sunshades are free of charge and they cannot be reserved.
Are the swimming pools heated?
Yes, all the pools are heated.
When are the pools open? Is there a pool towel service?
The pools are open from 10am to 6pm, and the hotel has a life guard and pool towel service, also available from 10am to 6pm.
Is the Spa free?
We offer a free thermal circuit per client and per stay for reservations made directly with us (through our website or call center) in the following room categories: Gold level outdoor jacuzzi, Suite Gold level outdoor jacuzzi, Gold level swim up (private pool), Suite Gold level swim up (private pool), and Imperial Suite.
Moreover, if the booking is for 4 or more nights in any of these types of rooms, you can enjoy a complimentary daily thermal circuit during your stay.
For the rest of the rooms and if your reservation was made through another unofficial channel, spa access has an associated cost. You can find more information here.
What does the thermal circuit include? Can I use any of the services separately?
The thermal circuit with Thalasso waters offers hydromassage pools, swimming and toning pool, foot bath, thermal showers, Himalayan salt cabin, Finnish sauna, Turkish bath, ice cave and an outdoor terrace with hydromassage bathtub. No, you cannot use the services separately.
Are children allowed in the Spa?
Children under 4 years old are not allowed to enter. Children aged 4-12 can access from Monday to Friday from 12:00 PM to 2:00 PM and children aged 13-16 can enter if accompanied by an adult. A maximum of 2 children per adult is allowed.
What forms of payment are accepted at the hotel?
The hotel accepts payment in cash or by card. If you prefer, you can make a bank transfer, in this case, please contact us.
Does the hotel provide Wifi?
Yes, there is Wifi available in all our hotels, FREE!
Is there a daycare centre for children? When is it open?
Yes, we have a mini-club with children's services for kids aged 4-7. Check schedules and activities. It is necessary to book this service at the reception/Gex 24 hours in advance.
Is there a pool towel service?
Yes, our pool towel service is free of charge and is available at reception or during the opening times of the pools (10am to 6pm).
Is there a laundry service?
Yes, with an additional charge.
Is there a free car park for guests?
We have a carpark with a limited amount of space, so places are allotted on a first come first served basis. Near the hotel however there are various free parking areas.
Are there irons and ironing boards in the rooms?
Yes, all the rooms offer an iron and an ironing board.
Is there entertainment for children apart from the mini club?
No, except at Easter, during the summer and at Christmas. Please ask for more information at reception.
When does the gym open?
The gym opens from 7:00 am to 10:00 pm.
Is there entertainment for adults?
We have wellness activities during the day, live music in different areas of the hotel and evening shows in the lobby in winter and outdoors during the summer.
Can we rent a car from reception?
Yes, we have a rent a car office in reception.
Can you prepare some kind of detail for a birthday (flowers, bottle of champagne...)?
We want you to feel completely at home, so we will be delighted to order a bouquet of flowers, a bottle of cava, etc. for you, the price of which depends on what you want. Please contact reception or our GEX team for more information.
What distance is the hotel from the beach?
The beach 'Playa del Duque' is only 50 metres from the hotel.
Do all the suites have a hottub in the bathroom?
Yes, they do.
Do residents get a special rate?
Residents may have special prices depending on the hotel and the season. Check our offers and discounts here.
Can the hotel organise excursions?
Yes, contact reception to obtain the information you require (+34 922 746400)
Is there a dresscode for dinner?
The ladies should always dress elegantly. From the 1st of June to the 30th of September, shorts may be worn during dinner. Sportswear, swimwear, or flip-flops are not permitted.
¿La media pensión incluye el almuerzo?
No, half board only includes breakfast and dinner at the Zurron Market Buffet.
Can I change dinner for lunch with the half board option?
No, it is not possible to change dinner for lunch with the halfboard option.
Is there a restaurant for lunch?
Yes, the Bocana Beach Club is open from 12 noon to 4pm.
How many restaurants are there?
The hotel has 2 restaurants: the Zurron Market Buffet, which is our main buffet restaurant, and the Bocana Beach Club, the perfect option for lunch next to the pool. Plus, there is a delicious menu of crudités at our Azotea Sunset Raw Bar.
Is there gluten-free food and dishes?
Yes, please contact reception or GEX in advance and we will be happy to assist you.
Can you prepare purées for babies?
We offer a daily puree menu for babies. There is an additional charge if you want to add a specific ingredient or have a puree made especially for your baby. Please contact our GEX team.
| What is the latest time that the outdoor hydromassage bath can be used in the Gold Level outdoor hydromassage rooms and the outdoor hydromassage Gold Level Suite? |
| The outdoor hydromassage bath in the Gold Level rooms may be used between 10:00 and 22:00. |
Is there room service?
Yes, but with an additional charge.
What is Dreamplace Club?
Dreamplace Club is our exclusive loyalty programme, designed to reward your loyalty at Dreamplace Hotels & Resorts. Individuals over the age of 18 can enrol in the Dreamplace Club Programme. Registration and participation for our guests is free.
We want every experience with us to be exceptional, which is why we created this club to adapt to your travel style. Enjoy additional exclusive discounts and other benefits on every visit, because at Dreamplace, your satisfaction is paramount.
What are the categories of Dreamplace Club?
Dreamplace Club offers three distinct categories based on the number of stays enjoyed at our hotels:
Dream Member: Your gateway to our exclusive Dreamplace loyalty program. No previous stays at our hotels are required to access its privileges; simply by registering as a user, you can enjoy all its benefits.
Loyal: Designed for customers who have enjoyed between one and nine stays at our hotels. Upon reaching this level, you can expect even more benefits, discounts, and exclusive advantages during your future visits to Dreamplace Hotels & Resorts.
Super Loyal: Reserved for customers who have enjoyed ten or more stays across all our hotels. As a member of this exclusive level, we guarantee you unique benefits and discounts on every visit to any of our Dreamplace Hotels & Resorts properties.
What advantages does each category have?
Dream Member: This level serves as the gateway to our club, from which you can ascend to higher levels. You'll enjoy exclusive advantages including late check-out (subject to availability and until 14:00 pm at the latest), early access to corporate offers, exclusive access to your private area, free Wi-Fi throughout the hotel, and a welcome bottle of water.
Loyal: At this level, you'll enjoy all the benefits of Dream Member, plus an additional 5% discount on all your future bookings.
Super Loyal: You'll enjoy all the benefits of Dream Member, but with an additional 10% discount on all your future bookings.
How can I become a member of Dreamplace Club?
The process to become a member of Dreamplace Club is very simple. You can easily sign up from the official Dreamplace Hotels & Resorts website and look for the Dreamplace Club section. There you will find detailed information about the programme and how to join.
How do I apply my Dreamplace Club discount?
If you are already a member of our Dreamplace Club loyalty program, simply log in to our portal and if you meet the conditions, the discount will be automatically applied during the booking process.
It's important to remember that in order for benefits and discounts to be applied, you must be correctly logged in at the time of making the reservation. If you're not logged in and a reservation is made, Dreamplace Hotels & Resorts will not be able to apply the corresponding membership discounts to the booking.
Who can benefit from the Dreamplace Club Program?
All users who are registered through our website or customer service centre in our Dreamplace Club loyalty programme can benefit from all the exclusive advantages.
The benefits will automatically be applied to the reservation holder who is enrolled in Dreamplace Club. In the event that you are part of a reservation but not the holder of it, you can also enjoy the benefits of our loyalty program by notifying our reception team upon your arrival at the hotel. We will register you if necessary and add your stay to your Dreamplace Club customer area.
It is important to note that upon arrival at the hotel, the identification documents will be checked to ensure that the holder of the Dreamplace Club Program is the same as the reservation holder. *This will not apply in specific cases where the absence of the holder is documented, such as medical reasons. In the event that Dreamplace Hotels & Resorts detects that the holder of a Dreamplace Club account has made reservations for third parties, it reserves the right to apply the rate without the discount and/or benefits and terminate their participation in the loyalty program.