Verified Company
UPDATE: A year after my initial complaints, Club Canary surprisingly contacted me again and offered an actual compensation for what went wrong 13 months ago. I also have trust that they indeed identified the issues, are able to show responsibility and did work on improving their handling of such situations. They are dependent on many partners and sometimes / rarely things can go sideways, which is understandable. What's important is to give proper and respectful customer service when things go wrong. They didn't back then. But they did now and I will gladly give them a chance again next time on the islands. Chapeau!
Thanks Roy!
I leave the original review down below.
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When I give reviews on Google, it's usually 4+ stars. But this experience was awful.
Booked a 4 hour quad tour. Went to the correct location at the correct time but no one was there. Called the number from the confirmation email, turns out to be the number of a completely different company on a different island that doesn't even offer quad tours. Contacted Club Canary, got a different phone number. Called there and they said they don't have a tour today.
Contacted Club Canary again and they realized they messed up and sent us all wrong information in the confirmation email, so we went to a wrong location.
They offered us a replacement tour for 2 days later, but the birthday for which the tour was intended was already ruined and we had wasted 4 hours of time and fuel to get there.
We did the replacement tour 2 days later but it was completely different from what I had booked. It was more like 2 hours long instead of 4. There were no Tapas as promoted. And most importantly, there was no off-road driving at all, instead of the marketed "40% off-road".
When I confronted Club Canary about it, they said I had "agreed" on the replacement tour and that I should have known that it is different. All they told me about the replacement tour beforehand was that it is called "Quad Teide Safari". From this alone, I had NO idea that they wanted to give me a completely different tour, especially since the original tour would also navigate up to Mount Teide. I don't know their complete website and all the tours they offer from memory. They should have simply provided me a link to the replacement tour and explain that it is different from what I have booked, but they didn't. Before I agreed, I even asked if the replacement tour had the same length of 4 hours to which they replied "Yes", which was obviously a lie.
So not only did they ruin the birthday, they also wasted our time and fuel, lied to us and gave us a different tour than we had booked and then told us that we should have known it was a different tour without any information.
We were not offered a (partial) refund. Complete chat and phone protocol is saved.
Club Canary Tours válasza
2025.12.09
Hey Lars,
Thank you for taking the time to update your review. We really appreciate it.
Looking back at that moment, there were indeed issues with the quad company we worked with. Shortly after, the company changed owners, and when we reviewed everything, we discovered more complaints from that same period. Around that time, the licence for the forest quad tour was also no longer valid due to new restrictions in Teide National Park. We always try to keep all information updated and correct, but sometimes we receive changes late or not at all, which can lead to situations like this.
Because of this, we stepped in, reviewed the case carefully, and made sure the situation was resolved for you as fairly as possible.
We’re happy that in the end we could offer a compensation that restored your trust. Your feedback helped us improve our processes and avoid similar issues in the future.
Wishing you all the best on your next visit to the Canary Islands, and we look forward to helping you again.
Roy
Club Canary
Thank you for taking the time to update your review. We really appreciate it.
Looking back at that moment, there were indeed issues with the quad company we worked with. Shortly after, the company changed owners, and when we reviewed everything, we discovered more complaints from that same period. Around that time, the licence for the forest quad tour was also no longer valid due to new restrictions in Teide National Park. We always try to keep all information updated and correct, but sometimes we receive changes late or not at all, which can lead to situations like this.
Because of this, we stepped in, reviewed the case carefully, and made sure the situation was resolved for you as fairly as possible.
We’re happy that in the end we could offer a compensation that restored your trust. Your feedback helped us improve our processes and avoid similar issues in the future.
Wishing you all the best on your next visit to the Canary Islands, and we look forward to helping you again.
Roy
Club Canary
Hitelesített
Fab from start to finish
We visited MHT drag show last night and it was fabulous! Really good fun night with perfect seats.Customer service through Club Canary Tours was brilliant. Super responsive, helpful and friendly. I’ll book all experiences through these guys going forward!
Abbiamo prenotato il tour in buggy online tramite Club Canary e fin da subito sono stati gentilissimi e molto disponibili. Professionali, veloci nelle risposte e sempre pronti ad aiutarci: siamo stati contattati da Dora che é stata molto disponibile in ogni passaggio della prenotazione, rendendo tutto semplicissimo.
Il tour è stato organizzato in modo impeccabile. Il percorso si svolge praticamente tutto su sterrato, quasi niente asfalto, ed è proprio questo che lo rende così divertente e avventuroso!
Un grazie speciale a Edgar, la nostra guida: davvero molto gentile, attento e super disponibile. Ha contribuito a rendere l’esperienza ancora più bella.
Consiglio vivamente questo tour a chiunque voglia vivere un’avventura fantastica durante la propria vacanza!
Club Canary Tours válasza
2025.11.20
Dear Viola,
Thank you so much for your lovely review! We’re truly happy to hear that you enjoyed the tour. The photos you shared are absolutely amazing — thank you for sending them!
We can’t wait to welcome you back again soon.
Kind regards,
Thank you so much for your lovely review! We’re truly happy to hear that you enjoyed the tour. The photos you shared are absolutely amazing — thank you for sending them!
We can’t wait to welcome you back again soon.
Kind regards,
Ho partecipato a una gita davvero ben organizzata sotto ogni punto di vista.
Fin dall’inizio tutto è stato curato nei dettagli: tempistiche precise, tappe ben scelte e un clima sereno e piacevole per tutto il gruppo.
Un ringraziamento speciale va all’autista, estremamente professionale e capace.
La guida Sig Enrico invece è stata semplicemente eccezionale: preparata, coinvolgente e sempre disponibile a rispondere alle domande.
Grazie alla loro competenza il viaggio è risultato non solo confortevole, ma anche ricco di scoperte e curiosità.
Un’esperienza che consiglio senza esitazioni!
Club Canary Tours válasza
2025.11.20
Dear Ory,
Thank you for your kind words, we really appreciate your review and we hope to see you soon in the future!
Kind regards,
Thank you for your kind words, we really appreciate your review and we hope to see you soon in the future!
Kind regards,
Hitelesített
Outing 17 November 2025
I took part in a really well-organized outing in every respect. From the very beginning, everything was taken care of in detail: precise timing, well-chosen stages and a serene and pleasant atmosphere for the whole group.Special thanks go to the driver, extremely professional and capable. The Sig Enrico guide was simply exceptional: prepared, engaging and always available to answer questions. Thanks to their expertise, the trip was not only comfortable, but also full of discoveries and curiosities.An experience that I recommend without hesitation!
Five star customer service, through from selection to booking the perfect gift experience. The process was seamless and really quick response times. I was dealing with Lorenzo and he went over and above to explore different excursions with me to make it a perfect trip planned for a boxing day treat for the family. Would highly recommend and will be booing with them again. Thank you.
Club Canary Tours válasza
2025.11.15
Hey Katie,
Thank you so much for this amazing review and for trusting us with your Boxing Day plans for the family.
We’re glad the whole process felt easy and fast for you, from choosing the excursions to booking the perfect gift experience in Tenerife. If you ever need help again planning more excursions our team will be ready for you.
Live Legendary
Thank you so much for this amazing review and for trusting us with your Boxing Day plans for the family.
We’re glad the whole process felt easy and fast for you, from choosing the excursions to booking the perfect gift experience in Tenerife. If you ever need help again planning more excursions our team will be ready for you.
Live Legendary
Hitelesített
Five star customer service
Five star customer service, through from selection to booking the perfect gift experience. The process was seamless and really quick response times. I was dealing with Lorenzo and he went over and above to explore different excursions with me to make it a perfect trip planned for a boxing day treat for the family. Would highly recommend and will be booing with them again. Thank you.
Contattati per prenotare un giro in buggy, ci hanno risposto in pochi minuti con tutte le informazioni. Grazie a Dora che ci ha seguiti con professionalità, molto consigliato.
Club Canary Tours válasza
2025.11.15
Grazie mille per il bellissimo commento. Siamo felicissimi che vi siate trovati bene e che Dora vi abbia aiutato con tutto. Godetevi il giro in buggy e, se vi serve qualsiasi altra esperienza durante la vostra vacanza, siamo qui per voi. Buona avventura!
I booked a trip to La Gomera through Club Canary’s website and selected English as the language for the guided tour. However, on the bus, the guide began speaking Russian and ended up using half of the time for it. The guide also announced on the bus that Russian is an international language and that everyone should know it. I was shocked by this and felt extremely uncomfortable, as I couldn’t leave the bus on a foreign island. I was forced to listen to Russian for several hours.
As someone from a neighboring country of Russia, hearing the Russian language makes me think only of how Russia is, even at this very moment, killing civilians and destroying cities, homes, and lives in Ukraine. At the same time, Russia is destroying its own citizens’ chances for a good life. This is not what I want to be thinking about on my vacation.
I promise that the moment Russia withdraws from Ukraine, pays reparations for its crimes, and ends its violent and imperialist behavior, I will gladly start learning some Russian. I also know wonderful Russians who dare to think critically and recognize what has been and continues to be done to Russians by their own government.
I also couldn’t find any information about who owns this travel agency. I wouldn’t be surprised if there are connections to Russia in its ownership. This is something worth considering when choosing a tour operator. Of course, feel free to prove me wrong if I am mistaken.
*Edit after Club Canary’s answer:
There is no other company with the same name, I was on your tour. Naturally I don’t want to give my right name, because I noticed that you investigate the identities of those who leave feedback. You also respond in a way that casts doubt on genuine feedback, implying it was given on false grounds.
Club Canary Tours válasza
2025.11.15
Henrik,
Just chill for a second. You’re on holiday. You should be relaxing, not trying to start World War 3 in a review section. Yes, Club Canary can do a lot for our clients, but we cannot solve the war for you. I honestly wish we could, but our focus is very simple: creating amazing memories for travelers in the Canary Islands.
So if you want to play detective and imagine that we have some kind of “secret Russian headquarters,” I have to disappoint you. Our doors are wide open. We are in the middle of a shopping centre in Costa Adeje, you can literally walk in and check 7 days a week from 09:30 till 22:00. Or, if you can’t, just google our company, owner and team page and you’ll find everything.
Now, about your actual claim:
We have checked our system very carefully and there is no booking for a La Gomera trip under the name “Henrik Virtanen”, nor under the surname “Virtanen” in any variation. For all La Gomera excursions there is strict passport control, because clients are leaving the island. That means travelling under a false identity is not possible and every booking is clearly registered. On top of that, we also checked with our partner. There is no La Gomera booking under your name in their schedule either, and they confirmed that they have not mixed English and Russian groups this month. So we did spend time checking all of this, and honestly, it just does not match your story. If you did somehow book with us under a different name, then reply to the confirmation email you got for your La Gomera trip and include a screenshot of this review. If that happens and it turns out to be our mistake, we will be happy to apologise and offer a refund. But I am very sure you did not book with us.
About the Russian language part:
Yes, we do offer Russian language tours. The situation with languages is more complex than it looks from outside. These days a big part of the clients who choose Russian as their tour language are actually from places like Latvia, Ukraine, Lithuania or Germany. Russian is simply the language they understand best, not a political flag. If any of our 100+ local partners decide that they do not want to accept Russian-speaking clients, we respect that and we add notes to their activities. But we are not going to make political statements in their name. It is their service, and if they are happy to welcome people who speak Russian, then those clients are welcome to book. Our focus is simple: organise great trips and help people forget their daily problems for a while. If you want to join that, you are welcome. If you want to fight geopolitical battles, this is not the place.
Just chill for a second. You’re on holiday. You should be relaxing, not trying to start World War 3 in a review section. Yes, Club Canary can do a lot for our clients, but we cannot solve the war for you. I honestly wish we could, but our focus is very simple: creating amazing memories for travelers in the Canary Islands.
So if you want to play detective and imagine that we have some kind of “secret Russian headquarters,” I have to disappoint you. Our doors are wide open. We are in the middle of a shopping centre in Costa Adeje, you can literally walk in and check 7 days a week from 09:30 till 22:00. Or, if you can’t, just google our company, owner and team page and you’ll find everything.
Now, about your actual claim:
We have checked our system very carefully and there is no booking for a La Gomera trip under the name “Henrik Virtanen”, nor under the surname “Virtanen” in any variation. For all La Gomera excursions there is strict passport control, because clients are leaving the island. That means travelling under a false identity is not possible and every booking is clearly registered. On top of that, we also checked with our partner. There is no La Gomera booking under your name in their schedule either, and they confirmed that they have not mixed English and Russian groups this month. So we did spend time checking all of this, and honestly, it just does not match your story. If you did somehow book with us under a different name, then reply to the confirmation email you got for your La Gomera trip and include a screenshot of this review. If that happens and it turns out to be our mistake, we will be happy to apologise and offer a refund. But I am very sure you did not book with us.
About the Russian language part:
Yes, we do offer Russian language tours. The situation with languages is more complex than it looks from outside. These days a big part of the clients who choose Russian as their tour language are actually from places like Latvia, Ukraine, Lithuania or Germany. Russian is simply the language they understand best, not a political flag. If any of our 100+ local partners decide that they do not want to accept Russian-speaking clients, we respect that and we add notes to their activities. But we are not going to make political statements in their name. It is their service, and if they are happy to welcome people who speak Russian, then those clients are welcome to book. Our focus is simple: organise great trips and help people forget their daily problems for a while. If you want to join that, you are welcome. If you want to fight geopolitical battles, this is not the place.
Pour une 1ère en famille ! Très bonne sortie avec une bonne équipe avec le sourire 😃
Vivement la prochaine 😇
Club Canary Tours válasza
2025.11.09
Gildas, un grand merci pour votre avis 😊
On est ravis que cette première sortie en famille avec Club Canary se soit si bien passée. Au plaisir de vous revoir pour une prochaine excursion aux Canaries.
On est ravis que cette première sortie en famille avec Club Canary se soit si bien passée. Au plaisir de vous revoir pour une prochaine excursion aux Canaries.
I contacted Club Canary Tours after having a prior booked trip cancelled. Lorenzo was able to find us a (better) private boat trip at last minute and our group was delighted and absolutely loved our trip. Highly recommend using Club Canary - a pleasant experience right from beginning to end.
Club Canary Tours válasza
2025.11.09
Steph, thank you so much for your lovely review and for trusting Club Canary after your original trip was cancelled.
We’re really happy that Lorenzo could arrange a better private boat trip at the last minute and that your group loved the experience from start to finish. Helping guests turn a stressful situation into a great holiday memory is exactly what we aim for at Club Canary boat trips & private charters in Tenerife.
We truly appreciate your recommendation and hope to welcome you back on board for another legendary day in the Canary Islands. 🌴
We’re really happy that Lorenzo could arrange a better private boat trip at the last minute and that your group loved the experience from start to finish. Helping guests turn a stressful situation into a great holiday memory is exactly what we aim for at Club Canary boat trips & private charters in Tenerife.
We truly appreciate your recommendation and hope to welcome you back on board for another legendary day in the Canary Islands. 🌴
I did a Teide Tour and was very happy with the organisation. I did a half day tour starting 12:30 so the first stop at 2pm was up there at a restaurant. Don't waste your time eating you better walk around in the amazing landscape. I didn't take the cable car but on the 2nd stop the landscape is so amazing too so you should really take a walk around there. There are trails and you really should go them. It's a tour to get an impression of the beauty of the park. If you want to spend more time you better choose a full day. For me the half day of 6 hours was enough.
Club Canary Tours válasza
2025.10.14
Dear Frank,
Thank you for your fantastic review and for sharing such helpful tips!
We’re very happy to hear you enjoyed the Teide Tour and the organization.
Your advice about exploring the trails and taking time to enjoy the views is spot on—Teide’s landscape is truly breathtaking!
Great suggestion as well for travelers choosing between the half-day and full-day options.
We hope to welcome you on another adventure soon!
Kind regards,
Thank you for your fantastic review and for sharing such helpful tips!
We’re very happy to hear you enjoyed the Teide Tour and the organization.
Your advice about exploring the trails and taking time to enjoy the views is spot on—Teide’s landscape is truly breathtaking!
Great suggestion as well for travelers choosing between the half-day and full-day options.
We hope to welcome you on another adventure soon!
Kind regards,
Hitelesített
Fantastic Experience with Club Canary – Highly Recommended!
We booked several excursions in Tenerife through Club Canary, and everything from start to finish was flawless. The booking process was super easy, with clear information and quick confirmation.The team were friendly, professional, and always available to answer questions. Every trip was well-organized, on time, and exactly as described. We especially loved the Teide–Masca tour and our visit to Loro Parque both were unforgettable experiences made stress-free thanks to Club Canary.If you're looking for reliable, high-quality excursions in Tenerife with great service and fair prices, don’t hesitate to book with Club Canary. They really care about their customers and make sure you enjoy the island to the fullest!
Hitelesített
The whole trip was a complete mess.
The whole trip was a complete mess. The tapas, bought at a cheap supermarket, were disgusting. Despite the clear sky, there was barely anything to see. We've been waiting for two days for the photo the guy who supposedly was a guide was supposed to send. I don't recommend it; there are much better tours.