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Dreamplace Club Advantages
FREQUENTLY ASKED QUESTIONS: TIGOTAN
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Dreamplace Hotels & Resorts
What is Dreamplace?
Dreamplace is a Canarian Company that is formed by 4 hotels, 3 of which are located in Tenerife and the 4th in Lanzarote.
What is the hotel's policy on smoking?
At the Tigotan Lovers & Friends hotel, we have designated smoking areas. Smoking is not allowed inside the rooms, but it is permitted on the terraces or balconies.
Do all the rooms have a balcony?
Yes, all the rooms have a balcony and/or terrace.
Does the hotel provide Wifi?
Yes, there is Wifi available in all our hotels, FREE!
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.
Is there a hairdryer in the room?
Yes. A hairdryer is provided in all the rooms.
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.
Is there a safe in the room?
Yes, there is a safe in the room and the cost is 2,50€ per day. Our hotel reserves the right to change these prices without previous notice, please contact our reception to verify the cost.
Can I change my booking? How can I do this?
Yes, you can modify your reservation. Keep in mind that the modification policy varies according to the season:
Low season: You can modify your reservation up to 48 hours before the check-in time.
High season: You can modify your reservation up to 7 days before the check-in time.
How do I modify my reservation?
Upon making your reservation, you will receive a confirmation email with an exclusive link to access your reservation and make the necessary changes. You can also access and modify your reservation through the "My Reservations" section of our website.
If you are a member of our Dreamplace Club, you can manage your reservations directly from your private area on our website.
*Modifications are subject to availability and the current rate conditions at the time of the change.
*It is possible that some promotional rates or reservations may not be changeable. We recommend reviewing the specific conditions of your booking at the time of making it.
Is it possible to cancel my reservation? How can I do that?
Yes, you can cancel your reservation. Keep in mind that the cancellation policy varies depending on the rate and the season:
Dream Rate:
Low season: You can cancel your reservation up to 48 hours before the check-in time. In case of cancellation within the 48 hours, 1 night will be charged as a penalty
High season: You can cancel your reservation up to 7 days prior to the check-in time. In case of cancellation within the 7 days prior, 1 night will be charged as a penalty
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), one night will be charged as a penalty.
Modifiable Rate:
Low season: this rate can be canceled up to 48 hours prior to the check-in time. In case of cancellation within the 48 hours, the deposit will not be refunded.
High season: this rate can be canceled up to 7 days prior to the check-in time. In case of cancellation within the 7 days, the deposit will not be refunded.
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), the deposit will not be refunded as a penalty.
Standard Rate:
Low season: You can cancel your reservation up to 48 hours before the check-in time. In case of cancellation within the 48 hours, one night will be charged as a penalty.
High season: You can cancel your reservation up to 7 days before the check-in time. In case of cancellation within the 7 days prior, 1 night's charge will be applied as a penalty
*At Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. If canceled within this period or no-show (not coming to the hotel), one night will be charged as a penalty.
Special Rates:
In low season: this rate can be canceled up to 48 hours prior to the check-in time. In case of cancellation within 48 hours, the deposit will not be refunded.
In high season: this rate can be canceled up to 7 days prior to the check-in time. In case of cancellation within 7 days prior to arrival, the deposit will not be refunded.
*At the Hotel Cristina by Tigotan 5*, Las Palmas, this rate can be canceled up to 24 hours before arrival at the hotel. In case of cancellation within this period or no-show (not arriving at the hotel), the deposit will not be refunded as a penalty.
Non-Refundable Rate The Non-Refundable rate is not subject to cancellations
How do I cancel my reservation?
When you make your reservation, you will receive a confirmation email with an exclusive link to access your reservation and be able to cancel it. You can also access your reservation and cancel it through the "My reservations" section of our website.
If you are a member of our Dreamplace Club, you can manage your reservations directly from your private area on our website.
*These conditions are subject to possible modifications, with those indicated in the booking confirmation email prevailing.
High season: From July 1 to August 31 (both inclusive); from December 23 to January 3 (both inclusive); during Easter of 2025 from April 13 to April 20 (both inclusive) and during Easter of 2026 from March 29 to April 5 (both inclusive).
Low season: dates not included in the high season.
*We recommend reviewing the specific conditions of your reservation at the time of making it.
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 0044 203 608 7631. You can also contact us through our website, or on the customer zone if you are a member.
How many TV channels are available in the room?
There are approximately 60 channels available in various languages.
What is the size of the beds?
It depends on the type of room. A single bed is 1m, the double is 1.45m, the bed provided in the suite is 2m and the bed in the Romance room is 1.80m.
Is it possible to put an extra bed instead of the sofabed in the room?
Our hotels have extra beds for our guests.
Could you tell me what the minibar contains?
The minibar itself has no extra charge. But if you prefer to arrive to a fridge full of treats then a charge of €14. The package includes 10 drinks and two bags of crisps. Our hotel reserves the right to change rates without prior notice, please call reception to verify the cost.
Is there a kettle and coffee machine in the room?
There is the possibility to rent a kettle from an external business The Smart room, Romance room and Suite include a Nespresso Machine and Kettle.
From what time is the room available on our arrival date?
The entrance to the room is guaranteed for 15:00, but if your room is ready beforehand, we are more than happy to provide you with the key.
What time do I have to leave the room on my departure date?
Our reception should have the keys back by 11:00 am at the latest.
And if I want to leave my room later than usual on my departure date?
You can request a late check-out at reception for an additional cost:
Until 14:00 for €20.
Until 18:00 for €40.
Exclusive late check-out.
Customers with the exclusive half-board included in their reservation will have access to the Exclusive Lounge until the check-out time:
Until 14:00 for €35.
Until 18:00 for €60.
For Dreamplace Club members only:
Customers who are members of Dreamplace Club can enjoy a late check-out at no cost, up to a maximum of 2:00 pm.
*All services are subject to availability and must be requested by the customer at reception the day before departure.
Do you organize transfers from the airport?
Yes, the best option is to contact our gex team: gex.tigotan@dreamplacehotels.com directly: (+44 203 608 7631): gex.tigotan@dreamplacehotels.com
How much does the transfer cost from the airport to the hotel?
It depends on how many people you are. It's about €58 from TFS and €137 from TFN for one to three passengers. Our hotel reserves the right to change the rates without prior notice. Please contact reception to confirm the cost.
What is the hotel policy on sunbeds by the pool?
The sunbeds are free of charge and it is forbidden to reserve them.
Are the swimming pools heated?
There are 2 exterior pool and a hydromassage bathtub that are heated approximately between 22-26 degrees, only in the winter season.
Does the hotel have a indoor swimming pool?
No, the hotel does not have an indoor pool.
Could you tell us about the nudist zone?
The nudist zone can be found on the hotel rooftop, your key needs to be activated by reception to be able to gain access.
What are the opening hours of the pool? And, the hours in which a change of towels can be made?
The swimming pool is open from 09:00-20:00 in the summer and 09:00-18:00 in winter. For a change of towels, please speak to the lifeguard at the swimming pool, 10:00-12:00 and 15:00-17:00.
What forms of payment are accepted at the hotel?
The hotel accepts payment in cash or by card.
Is there a pool towel service?
Yes, the pool towel service is executed from pool.
What is the charge for renting towels?
The service is free, but a charge to the room of 20€ deposit per towel will be made. On departure this charge will be cancelled and refunded. Our hotel reserves the right to change rates without prior notice, please call reception to verify the cost.
Is there a laundry service?
Yes, this is an external service and the estimated time is 48 hours.
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.
Does the room have an iron?
An iron is not permitted in the room, but we have a specific room to iron, you only have to ask for the key in reception.
Is there a gym?
The rooftop provides a fitness zone. (For availability and opening hours consult in reception).
Is there entertainment for adults?
Yes, daily.
Can we rent a car from reception?
Yes, we have a rent a car office in reception.
Are pets allowed in the hotel?
Animals are not permitted except guide dogs.
Can you prepare some kind of detail for a birthday (flowers, bottle of champagne...)?
We want you to feel at home, and so we can take care of ordering a bouquet of flowers, a bottle of cava...etc. The price depends on the request. Contact to our gex team:: gex.tigotan@dreamplacehotels.com for more information.
What distance is the hotel from the beach?
The beach is about 800 metres from the hotel.
Do all the suites have a hydromassage bathtub?
Yes.
Can the hotel organise excursions?
Yes, contact gex team to obtain the information you require (+44 203 608 7631)
Is there a dresscode for dinner?
We have a dress code only for the Santa Rosa Grill restaurant, where gentlemen are required to wear long trousers or trousers that extend below the knee, and neither singlets nor sandals/flip-flops are permitted.
What is the difference between Half Board and Exclusive HB?
The Exclusive Half-Board, in addition to breakfast and dinner, offers the following exclusive services for our guests:
- One dinner included at our à la carte restaurant Santa Rosa Grill for every 7 nights of stay in a single reservation. Drinks are not included and a reservation is required.
- Access to the Exclusive Lounge. A relaxation area where you will find a selection of drinks (hot, cold, with and without alcohol) as well as international press. Open from 10:30 to 18:30, between 11:00 and 18:00 you can enjoy some wonderful snacks. *Schedule subject to change according to the season.
- Nespresso coffee machine with 4 capsules.
- Exclusive bathrobe and slippers.
- Personalised attention from our Guest Experience team.
- 15% discount on treatments and massages at the Vitanova Wellness Center.
- Minibar with 12 drinks.
- Welcome water.
- You can reserve your sunbed in the Café del Mar area at no additional cost with 24 hours advance notice and subject to availability.
- Kettle, tea, white and brown sugar, sweetener, and cream.
- Free use of the safe.
The Half Board Exclusive is included in the reservations for Double Exclusive Pool View, Romance, and Suite rooms. For the rest of the room types, it can be booked for an additional price per person per night.
Does half board include lunch?
No, half board includes breakfast and dinner in the buffet restaurant. Whilst the Exclusive HB includes drinks and bits in the VIP zone.
Can I change dinner for lunch with the half board option?
No
How many restaurants are there?
The hotel has 2 restaurants; the buffet restaurant Areca and the à la carte restaurant Santa Rosa Grill. Plus a Snack Pool Bar and Café del Mar.
Can you tell me the opening hours of the restaurants?
The opening hours of our restaurant Areca is from 07:00-10:00 for breakfast and 18:30-22:00 for dinner (subject to variations according to seasons). The opening hours for the Santa Rosa Grill is from 19:00-22:00.
Is gluten free food available?
Yes, contact reception in advance and we will attend to your needs. If you wish for something specific there will be an additional charge.
Is there room service?
No
Are children allowed in hotel Tigotan?
The minimum age permitted is 18 years.
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 Dreamplace Club categories?
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 is very simple. You can easily register by accessing the official website of Dreamplace Hotels & Resorts and looking for the section dedicated to Dreamplace Club. There, you will find detailed information about the program 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.