Frequently Asked Questions
We’ve gathered the most common questions travellers ask us, so you can plan your trip with confidence and ease.
Need quick answers?
Click on the category to navigate directly to the questions:
Booking & Payments
How do I book a tour with TourLanza?
You can book through our website or by sending us a message on WhatsApp.
Just choose your tour, select your date, and complete the booking form. It only takes a minute!
Both options are quick and easy — choose the tour, select your date, share your details, and you’re good to go!
Do I need to pay in advance?
For bookings of 1–4 people, you only pay a small deposit to secure your spot. For groups of 5 or more, some tours require full payment upfront, depending on the tour operator’s policy.
What payment methods do you accept?
We accept all major debit and credit cards, as well as secure online payment options shown during checkout.
If you book via WhatsApp, we’ll send you a secure payment link.
Is my payment secure?
Yes. All payments are processed through encrypted, secure gateways to protect your information. We use Stripe to process our payments.
Stripe is a secure, powerful online payment processing platform for businesses, handling transactions with high-level security like PCI DSS Level 1 compliance, encryption, and fraud detection to protect sensitive data, making it very safe for both merchants and customers. It uses advanced techniques like tokenization, 2FA, and constant monitoring to prevent unauthorized access and keep financial information protected.
Will I receive a confirmation after booking?
Yes — once we review your booking, you’ll receive a confirmation email with all the details. This usually happens within a few hours and always within 24 hours.
Can I book last-minute tours?
Yes, last‑minute bookings are possible. However, during busy seasons, tours fill up quickly (especially Timanfaya and boat trips), so we do recommend booking as early as you can to secure your spots.
Are the prices same online and in person?
Yes. Whether you book through our website, WhatsApp, or directly at our office, the prices are the same.
However, some promotional campaigns might offer a special discount when booking online, that we will apply also if you book in our office.
Do children get discounted prices?
Most of the tours offer reduced rates for children. Any available discounts are clearly shown on each tour page.
Can I book for a large group or family?
Yes. For groups of 6 people or more, we may be able to offer a group discount depending on the tour and availability. Just contact us and we’ll help you organise everything.
Can I make a booking without creating an account?
Yes — no account is required. Simply enter your details at checkout or send them to us via WhatsApp.
Can I get an invoice for my booking?
Of course! Just let us know after booking and we’ll email your invoice.
What happens if my payment fails?
If your payment doesn’t go through, try again or use a different card. If the issue continues, contact us and we’ll help you complete your booking.
Pick-Ups & Transportation
Do tours include hotel pick-up & drop-off?
Most tours include hotel pick‑up from the main tourist areas. Each tour page clearly shows whether pick‑up is included (or is available with a transport fee) and which zones are covered.
How do I know if my accommodation is in the pick‑up area?
When you book, you have to enter your accommodation name. If it’s within the pick‑up zone, we’ll confirm your exact time and location. If it’s outside the zone, we’ll guide you to the nearest meeting point.
What happens if I’m staying in an Airbnb or private villa?
No problem — just share the address. If the location isn’t in the pick‑up area, we’ll send you the closest meeting point with clear directions.
What time will I be picked up?
Pick‑up times vary depending on your location and the tour. Once your booking is reviewed, we’ll send your exact pick‑up time, usually within a few hours.
What areas do you pick up from?
We offer pick‑ups from all the main tourist areas in Lanzarote, such as the most popular resort zones. The exact pick‑up areas for each tour are always listed on the tour information page and confirmed again after you book.
What if the bus is running late?
Delays can happen due to traffic or multiple pick‑ups. If the bus is running behind schedule, it’s usually only by a few minutes. If you’re unsure, you can always message us on WhatsApp.
Can I join the tour directly at the starting point?
For some tours, yes — you can go directly to the meeting point instead of using the pick‑up service.
For others, pick‑up is required and meeting‑point arrival is not possible. The options are always specified on each tour page, and we’ll confirm everything again when we review your booking.
Can I drive to the tour location myself?
For certain tours, self‑arrival is possible. If that option is available, we’ll send you the meeting point address, time, and any parking details once your booking is confirmed.
Cancellation & Changes
What is your cancellation policy?
Each tour has its own cancellation policy set by the tour operator. Most tours allow free cancellation up to a certain number of hours before the start time. The exact policy is always shown on the tour page.
Can I change the date of my tour?
In most cases, yes — as long as there is availability for your new date. Just send us a message on WhatsApp or email and we’ll help you make the change.
How do I request a cancellation?
Simply contact us through WhatsApp or email with your booking details. We’ll process your request according to the tour’s cancellation policy.
Will I get a full refund if I cancel?
If you cancel within the allowed time frame stated on the tour page, you’ll receive a full refund of the amount you paid. If you cancel after the deadline, the tour operator may charge a fee or the full amount.
What happens if the weather is bad?
If a tour is cancelled due to weather or safety conditions, you’ll be offered a new date or a full refund. We’ll contact you as soon as the tour operator confirms any changes.
What if the tour organizer cancels the tour?
If the operator cancels for any reason — weather, minimum numbers not met, or operational issues — you’ll receive a full refund or the option to reschedule.
Can I cancel only part of my booking?
Yes, partial cancellations are possible as long as they follow the tour’s cancellation policy. Just let us know which travellers or services you want to cancel.
What if I miss my pick‑up?
If you miss your pick‑up time, the tour will continue as scheduled and refunds are usually not possible. Pick‑up times are strict, so we recommend being ready a few minutes early.
Tour General Information
What should I bring with me?
Each tour has its own cancellation policy set by the tour operator. Most tours allow free cancellation up to a certain number of hours before the start time. The exact policy is always shown on the tour page.
Are the tours suitable for children?
In most cases, yes — as long as there is availability for your new date. Just send us a message on WhatsApp or email and we’ll help you make the change.
Are the tours suitable for people with reduced mobility?
Simply contact us through WhatsApp or email with your booking details. We’ll process your request according to the tour’s cancellation policy.
Are meals or drinks included?
If you cancel within the allowed time frame stated on the tour page, you’ll receive a full refund of the amount you paid. If you cancel after the deadline, the tour operator may charge a fee or the full amount.
How long do the tours last?
If a tour is cancelled due to weather or safety conditions, you’ll be offered a new date or a full refund. We’ll contact you as soon as the tour operator confirms any changes.
What languages are the tours available in?
If the operator cancels for any reason — weather, minimum numbers not met, or operational issues — you’ll receive a full refund or the option to reschedule.
Are the guides official and certified?
Yes, partial cancellations are possible as long as they follow the tour’s cancellation policy. Just let us know which travellers or services you want to cancel.
Is there free time during the tour?
If you miss your pick‑up time, the tour will continue as scheduled and refunds are usually not possible. Pick‑up times are strict, so we recommend being ready a few minutes early.
Can I bring a stroller?
If you miss your pick‑up time, the tour will continue as scheduled and refunds are usually not possible. Pick‑up times are strict, so we recommend being ready a few minutes early.
Are restrooms available during the tour?
If you miss your pick‑up time, the tour will continue as scheduled and refunds are usually not possible. Pick‑up times are strict, so we recommend being ready a few minutes early.
Weather & Conditions
What happens if it rains?
Lanzarote rarely gets heavy rain, but if the weather affects the safety or operation of a tour, the organizer may cancel or modify the itinerary. If this happens, you’ll be offered a new date or a full refund.
Are tours affected by strong wind?
Some experiences — especially boat tours — can be affected by strong wind. If conditions are unsafe, the organizer will cancel the tour and you’ll be able to reschedule or receive a refund.
Is it safe to visit Timanfaya on hot days?
Yes. Timanfaya tours operate safely all year round. The buses are air‑conditioned, and the route is designed to handle the island’s warm climate.
What should I wear depending on the season?
Lanzarote has mild weather year‑round, but it can be windy. We recommend comfortable clothing, closed shoes, sunscreen, and a light jacket — even in summer. For winter months, bring an extra layer for early mornings and evenings.
Do boat tours operate all year round?
Most boat tours run throughout the year, but schedules can change depending on sea conditions. If a tour is affected, we’ll notify you as soon as the organizer confirms any changes.
What happens if the weather changes suddenly?
Weather can shift quickly on the island. If conditions change during the day, the organizer may adjust the itinerary for safety. If a tour cannot continue, you’ll be offered alternatives or a refund depending on the situation.
Are tours cancelled often due to weather?
Not often. Lanzarote has stable weather most of the year. Cancellations usually happen only during rare storms, strong winds, or rough sea conditions.
Safety & Accessibility
Are the tours safe for children?
Yes — most tours are family‑friendly and completely safe for children. If a tour has age restrictions or isn’t recommended for young kids, it will be clearly stated on the tour page.
Are the tours safe for pregnant travellers?
Many tours are suitable during pregnancy, but some experiences (such as boat trips or activities with uneven terrain) may not be recommended. If you’re unsure, send us a message and we’ll check the best options for you.
Are the tours wheelchair accessible?
Some tours are accessible, while others involve steps, volcanic terrain, or buses without ramps. Each tour page includes accessibility details, and we’re always happy to confirm what’s possible for your specific needs.
Can I bring a stroller?
It depends on the tour. Some itineraries are stroller‑friendly, while others are not due to terrain or space limitations. Check the tour page or ask us directly.
Are life jackets provided on boat tours?
Yes — all boat tours provide life jackets and follow strict safety regulations.
Is travel insurance included?
Customer insurance is usually included in the tour price, but we do recommend having your own travel insurance for extra peace of mind.
Can I bring my pet?
Most tours do not allow pets for safety and comfort reasons. If you’re travelling with a small service animal, contact us and we’ll check what options are available.
What if I have a medical condition?
If you have a medical condition, let us know before booking. We’ll help you choose tours that are suitable and check any specific requirements with the organizer.
Car Rental Information
What documents do I need to rent a car?
You’ll need a valid driving licence that has been issued for at least 2 years, your passport or ID, and a credit card. The credit card is only used as a guarantee in case of traffic or parking fines, or damages excluded from the insurance policy of the car.
Drivers must also be 22 years or older.
Do I need a credit card to rent a car?
Yes — a credit card is normally required as a guarantee. If you don’t have one, we can still arrange the rental by holding a €300 security deposit, which is returned once the car has been checked (usually within 24–48 hours).
Is insurance included in the rental price?
Yes — full insurance is included in the rental price.
However, the insurance does not cover:
Loss, breakage, or damage to the car keys
Refuelling with the wrong type of fuel
Accidents caused by reckless driving or driving under the influence of alcohol or other substances
Loss or damage to personal belongings stored or transported in the vehicle
Traffic fines
Damage caused by incorrect parking or misuse (misuse is not covered by basic or premium insurance)
Damage to the radio or car upholstery
Loss or theft of car parts (e.g., spare wheel, reflective vest, etc.)
Can I pick up the car at my hotel or accommodation?
Yes — our rentals include free delivery and collection in the main tourist areas. If your accommodation is outside these zones, we’ll let you know the closest pick‑up point.
Can I pick up or return at the airport?
Yes — airport pick‑up and drop‑off are available. However, during busy seasons, airport rentals may require a minimum of 3 days. Short rentals (like 1 day) are usually not available in summer or spring, but may be possible in winter.
If you need airport pick‑up or drop‑off, please mention it during the booking. We’ll confirm availability and provide clear instructions on where to collect and return the car.
What is the fuel policy?
We use a full‑to‑full policy: you receive the car with a full tank and return it full. If a different policy applies, we’ll let you know before you confirm.
Is there a mileage limit?
No — most rentals in Lanzarote include unlimited mileage, so you can explore the island freely.
Can I add an additional driver?
Yes — you can add one additional driver for free. They must meet the same requirements as the main driver (minimum age 22 and license issued for at least 2 years), and also have to provide the same documentation as the main driver (Passport or ID card and drivers license).
Are child seats available?
Yes — child seats are available as extras:
Booster seat: €3
Baby seat: €5
These extras are only charged once per booking, not per days.
Just let us know the age of the child when booking.
What happens if my flight is delayed?
If you’re picking up the car at the airport, the rental office will monitor your flight and adjust the pick‑up time. Just share your flight number when booking.
What should I do if I have a problem with the car?
Every rental includes a 24/7 assistance number. If anything happens, contact the assistance number provided and they’ll help you immediately. You can also message us if you need support.
Can I take the rental car to another island?
No — taking the rental car to another island is not allowed and is strictly forbidden. The insurance and rental agreement only cover use within Lanzarote.
About TourLanza
What is TourLanza?
TourLanza is a locally based travel service in Lanzarote that helps you book the best tours, experiences, and car rentals on the island. We work directly with trusted local companies to offer clear information, fair prices, and friendly support.
If you want to learn more about us, visit the About Us section or click here.
Are you a tour operator?
No — we’re not a tour operator. We collaborate with licensed, experienced local companies and help you choose and book the right tours based on your plans and preferences.
Why should I book through TourLanza?
We offer honest guidance, fast support, and clear information. Our goal is to make your holiday easier — from choosing the right tour to confirming pick‑ups and answering any questions along the way.
Do you charge extra fees?
No — the prices are the same whether you book through our website, WhatsApp, or directly at our office. There are no hidden fees or added costs.
How can I contact you if I need help?
You can reach us easily through WhatsApp or email. We respond quickly and are always happy to help with bookings, questions, or last‑minute changes.
Where are you based?
We’re based in Lanzarote and work closely with local partners across the island. Being here allows us to give accurate information, real recommendations, and fast support.
Do you offer personalised recommendations?
Yes — if you’re unsure which tour fits your plans, just tell us what you’re looking for. We’ll suggest the best options based on your interests, schedule, and pick‑up location.
Are your partners licensed and insured?
Yes — we only work with fully licensed, insured, and reputable tour organizers who meet local safety and quality standards.
Can I visit your office in person?
Yes — if you prefer to book in person or ask questions face‑to‑face, you’re welcome to visit our office. We’ll be happy to help you plan your activities!
You can find us near Los Zocos Impressive Hotel, in Costa Teguise. You can also find us using Google Maps:
Still with doubts? Contact Us!