FAQ

Once you have selected your language, enter the reservation details:

• Hotel
• Date
• Number of adults and children

Child is considered between 0-11 years.

Once you have confirmed your excursion, you will be taken to the payment page in which you enter the details of your credit card. If you would prefer another way of payment please contact us by email.

Your e-ticket / electronic ticket will be sent by email to your email address, you need to print it out and present it as a proof that you have booked the trip. In the ticket you will have the pickup point and collection time for excursion.

Our website is very easy to use with easy steps and instructions to follow. Once you have made your payment, you can see as our web page confirms that you have made your reservation. When you have completed this final phase, you can check out your email where will be your electronic ticket with the booking number.

This is a ticket issued by our web page where you can find all your reservation details , the number of clients, hotels and other relevant details. That is what you need to present the day of your Teide by Night excursion, either digital or printed.

Yes you can. All you need to do, is send us an email indicating the booking reference number and the day you want to change it to. All changes are subject to availability and must be made 72 hours before the date of your original booking.

No worries, we also accept digital tickets.

If you do not receive an email with your ticket, this usually means that your reservation has not been completed or accepted. In the exceptional circumstances that the payment has been made and have not yet received your e-ticket, please contact us via e-mail or by telephone (+34 922 73 96 60).

We can arrange special prices for groups. All you have to do, is contact us through email.

This is optional but we recommend that in case that we have to get in contact with you the day of the excursion, if there is any delay due to incidents in traffic or any other urgent matter.

We are aware that due to unforeseen circumstances, sometimes plans can be change. Therefore, we will accept cancellations however no refunds can be made within 24 hours prior to the event date, we can change your booking to a different date for a period of 2 years after the purchase. In this case send us an e-mail, indicating your ticket number and we will change your booking.

In the rare case that we have to cancel a tour, we will inform you as soon as possible. We will offer you the possibility to change the dates.

You can pay using Visa, Mastercard and Visa debit cards.

Yes it is. For security while booking, your details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You’ll need to be using a browser compatible with SSL (most modern ones are).

Payments made to us will appear on your card statements as: Elegant Excursions S.L.U. which is the name of the company that owns this website.

If you have problems trying to make the payment, it could be for various reasons; these are the most common ones:

• Some information could be missing or could be incorrect, such as CVV security code, expiry date… Please double check the details you introduced in the payment page and try again.
• Your account has not enough money.
  Perhaps it is a credit card not accepted by our payment site. We accept Mastercard, Visa and Visa debit cards.
• The name of the credit card holder doesn’t match with the name stored by the issuing credit card company.
• Sometimes banks prevent a payment from being made when it looks like unusual activity on the account. Before you contact us, contact with your bank and they will tell you if this has been the case. They will lift the block at your request and allow you to make the transaction.

If you have any other problem not mentioned here, we kindly ask you to contact with us at info@elegant-excursions.com or by telephone (+34 922 73 96 60).

If you have any problems making the payment online, we kindly ask you to contact us by email (info@elegant-excursions.com) or phone (0034 922 73 96 60)

After making your reservation, we will send all these details by email to your email address.

Yes, they will finish at the same point of collection. If the customer is interested in being dropped off in another place, always indicate this to us and when we can, we will make it possible for you, you only have to communicate it to the guide and we can try arrange that for you.

We have many collection points and schedules depend on the area and the tour. We always make sure that the pick up point is near the place where you will stay and easy to find. The collection point will appear in the e-mail after having made the reservation. If you click on this, it will take you to a map that shows you how to get to the pick up point from your Hotel.

If you are not sure, please do not hesitate to send us an e-mail to clarify the location of the pick up point.

We offer our Teide by Night in different languages but each tour will have its own language, so it will be really easy to follow and understand the information given.

No, Teide by Night is not a walking/hiking tour, and we also do not use the cable car.

We advise you to bring several layers of clothing as it is very likely you will start the excursion with sun in the afternoon but after the sunset the temperature can drop.

Yes, Teide by Night, english spoken has a full three course dinner, wine and water included.

Teide by Night, english spoken has dinner included and we can adapt the menu if you inform us in advance, you can notify us in “remarks” when you will make the booking or via email.

No, the customer will be seated in order of arrival. Disabled people or people with mobility issues can notify us and we will let our know guide know, that those guests have a preference for sitting in front.

The buses do not provide bathrooms, but several stops are made with the possibility of using the toilets.

No, the buses do not provide this seats.