Frequent questions

Reservation and registration

On our website you are guaranteed the best price, you will always get the best rates and exclusive services. Our rate is in euros and already includes the IGIC (xxxxx).

Also, breakfast is included in all our direct bookings. 

If you find a better rate on another page within 48 hours of making your reservation with us and offering the same payment and cancellation conditions, please send us the link for our review and we will gladly refund the difference and give you an extra discount 10%.

Secure online payment.

Book now, some available offers have a limited time. Some restrictions apply. Contact Us.

Yes, of course, choose the rooms you want to reserve and we will give you our best price. Please send us your request by email to

None, the total amount of your reservation includes the regional tax (IGIC).

In the booking engine on our website, enter the check-in and check-out dates and the number of guests. The link will redirect you to a secure online payment option. Choose your room and promotion. Guarantee your reservation with a credit card. Quick and easy.

Once you have completed the required information we will send you a confirmation by email. If you do not receive it, please contact us by email as soon as possible.

Depending on the rate you have chosen, you must make a payment during the online reservation by credit card.

If you are purchasing a standard rate, the balance must be paid at check-in and can be paid in cash or with credit / debit cards (Visa, Mastercard, we do not accept Amex). You can also make a money transfer.

If you have booked on our website with a refundable rate, you can cancel in the reservation area of our website or you can contact us by email.

In non-refundable reservations, if the deposits are canceled or modified, they will not be returned.

We are happy to assist you with all your needs from 10:00 to 12:00 and from 17:00 to 20:00.

Outside of our normal working hours, you can call us by phone or WhatsApp 24/7 for emergencies at +34 602 80 98 16

Very easy, keys can be collected at the Guest House during business hours check in. A During the check in, the passport or identity document must be presented.

Important: you must inform us of your estimated time of arrival, at the time of booking or as soon as you know it by sending us a message on whatsapp or an email to

Schedule of check in: 2.00pm to 7.00pm. Once you have arrived, press the intercom button, we will welcome you and give you the keys, showing you the room and the house. Tourist information will also be provided.

If you arrive outside of our check inKey collection is done through a safe at the main entrance of the House. If you arrive after 7:00 p.m., please inform us so that we can send you a message or an email with the instructions with a security code that allows you to open the box and obtain your keys. If we're not there to greet you, rest assured, we'll see you the next morning.

Check in: anytime after 2 pm, from 2.00pm to 7.00pm. Depending on the occupation of the house it could be earlier. 

Check in after 19:00: our structure does not have a 24-hour reception service; We will leave the keys outside in a safe with code. The code will be provided to you on the day of your arrival.

Check in before 2:00 pm: Guests can always come in the morning if they arrive before the official time of check in and leave your bags after 10.00. Please, always inform Casa Doña Carmela about your arrival time.

Check out: the maximum departure time is at 11.00 am. If you need to store your luggage you can do so in our office at no additional charge.

Transportation tips

The southern and northern airports are very well connected with public transport options and taxis.

Tenerife North Airport (TFN) is located approximately 10 km from the capital Santa Cruz de Tenerife.

Line 20 Santa Cruz-La Laguna-Tenerife North Airport.

This line connects the airport, the capital (Interchange - Bus Terminal) and the northern part of the island. It leaves every 20 minutes, but between 12:15 and 4:10 the bus doesn't run. The total travel time, from the airport to the interchange, is approximately 25 minutes.

From the bus terminal (Intrecambiador), you can take a bus or the tram.

Trolley car. The fastest way is the tram to the Zurita Bridge and then walk 10 minutes.

Bus 902. Leaves every 20 minutes (depending on the time of day, please see the schedule in the link). This bus will take you right to the back of Casa Carmela; making a beautiful trip through the most elegant part of the city.

Taxi serviceIt is advisable to take the official taxi at the terminal taxi rank. Prices depend on departure time (day / night) and date (weekdays / weekends / holidays). The starting price is about 3.15 euros / 3.45 euros and the standard price per kilometer is approximately 1.10 euros / 1.26 euros.

You can also take a taxi from the bus terminal to us.

Rent a car at Tenerife North airport. If you prefer to travel by car and want to have total freedom on your trip, renting a car would be a good option. The car rental offices are located in the arrivals terminal of Tenerife North airport. You have several companies at your disposal, such as AutoReisen, Avis, Cicar, Hertz, Europcar and Goldcar Rental.

There is a bus from the southern airport that drops you off at the Santa Cruz bus terminal (Intercambiador). Line 111 connects Tenerife's South Airport with the capital Santa Cruz. One-way ticket: € 9. The bus runs every 30 minutes from 8:00 to 22:00.

Our building is located two kilometers from the port of Santa Cruz, although it is not advisable to travel this distance on foot with luggage. Santa Cruz is a city with many hills. There is good public transport, follow the avenue to the tram or taxi stop.

Parking in the area is possible and free. Our street is quite narrow, pay attention if you have a large car. If you can't find space on our street, please check the neighborhood. In the morning it is more difficult due to the proximity of the hospital. In the afternoon / evening it is much easier.

As an extra service, we offer space to park in a private car park near Casa Doña Carmela (Calle Ramón Gil Roldán 28). We have an agreement with the Parking, our guests pay 5.00 euros per day. Payment will be made at Casa Doña Carmela where the parking pass will be collected.

Parking hours: 5:30 a.m. to 9:00 p.m. (9:00 p.m.). If you arrive outside these hours, you must pick up a remote control at the reception and return it to the same place.


  • Weyles Square and Castillo Street is 1200 meters, 12 minutes walk.
  • Heliodoro Rodríguez Stadium, 1300 meters, 13 minutes on foot.
  • Plaza de España is 1800 meters away, 20 minutes on foot.

You will find information and advice on shops and restaurants in your room.

We refresh the room every day.

All our rooms are equipped with all the details for you to enjoy a comfortable stay. We provide towels for each guest and prepare our comfortable beds with new 100% cotton bedding. If you need more towels, just ask and we will provide them at no additional cost.

The electricity supply in Spain is 220 volts and the plugs have two pins. We recommend that you bring an adapter for electronic devices from other regions. If you need one, please ask us and we will try to help you.

Pets are not allowed.

The rooms are not wheelchair accessible and are not adapted for the disabled. The house has stairs to access the rooms and the terrace. For more information, don't hesitate to ask.

We ask respect to all guests. NOISE, PARTIES OR RISE ARE NOT ACCEPTABLE at any time. Please be quiet after 22:00, so that other guests can sleep. In case of inappropriate behavior you will be asked to leave the guest house. Feel free to inform us if there is noise from other rooms.

We thank you in advance for taking good care of the guest house. If something breaks, please call us as soon as possible, and we will try to fix or replace it if necessary, and agree on the costs.

Santa Cruz is a beautiful and very safe destination. However, we recommend that our guests be careful with their belongings, especially if they go on car excursions to Teide or Tenerife South.