Transotel moves your luggage from one hotel to the next, from the hotel to your home address at the end of a trip, or from your home to the hotel before you set off. We collect the bags and deliver them to the destination, so you travel with hand luggage only.

Where does Transotel operate?

We operate within mainland Spain, between mainland Spain and the Balearic Islands, within the Balearic Islands, and between Spain and 24 European countries in both directions: we also collect in Europe and deliver in Spain. For the Canary Islands, we carry luggage between mainland Spain and the islands in both directions, and within the islands: these shipments can also be booked online, except for some routes, such as those involving La Gomera or El Hierro, which are requested by email to reservas@transotel.com. Check availability when you book.

Is it safe to send my luggage with Transotel?

Yes. We work with certified carriers and every item can be tracked online with the order reference. Every transfer includes the legal transport cover. Make sure the weight and dimensions of each item match those you declared when booking: otherwise the carrier may not collect it.

Can you collect my luggage at home and take it to the hotel?

Yes. That is the reverse transfer: we collect the bags at your home before you set off and deliver them to the reception desk of the destination hotel. You choose it when booking.

Do you cover routes between the Canary Islands and mainland Spain?

Yes, in both directions, by sea or by air, with customs clearance included. You can book online: choose sea or air, see the price and pay when you book. Some routes, such as those involving La Gomera or El Hierro, are quoted by email. The Balearic Islands are also covered and can be booked online.

How can a hotel offer Transotel to its guests?

By joining the partner hotel network. Reception registers transfers on behalf of guests from its own panel, and the hotel earns a commission on each one. Write to hoteles@transotel.com.

How do I make a booking?

No account is needed: you can book as a guest. Choose origin and destination, the collection date and the number and size of your bags, then pay online. You can also book at your hotel reception or by scanning the QR code at partner hotels.

How far in advance should I book?

Book at least the day before collection; the earlier the better. The booking form shows the collection dates available for each route.

Can I cancel or modify my booking?

You cannot cancel it yourself: every cancellation is reviewed and approved by the Transotel team. Write to soporte@transotel.com quoting your order reference. If you booked through a hotel, you can also request it at reception.

What kinds of luggage can I send and what are the limits?

Suitcases, sports bags, golf bags and oversized items. Each size tier has its own dimension and weight limits, shown at booking. Declare the real dimensions and weight: the insurance depends on them matching.

What payment methods do you accept?

Credit or debit card, through the secure Redsys gateway with 3-D Secure. Transotel never stores your card details.

Is the payment secure?

Yes. All payments are processed through Redsys with 3-D Secure authentication, the gateway used by Spanish banks. Transotel never stores your card details at any point.

When is the charge made?

The charge is made at the time of booking confirmation. If the service cannot be completed due to reasons attributable to Transotel, you will be fully refunded.

How is the price calculated?

By route, by the size tier of each item and by its weight. There are no hidden charges: the price you see at booking is the price you pay. The applicable tax is IGIC in the Canary Islands and VAT elsewhere in Spain.

How does pickup work?

At the reception desk of the hotel of origin, or at your home address if you chose that type of transfer, on the date you selected when booking. If it is a hotel collection, leave the bags at reception under your order reference.

Do I need to be present at pickup?

No, it's not necessary. You can leave the luggage at the hotel reception with your order number and our team will pick them up.

What if my luggage is not ready when the courier arrives?

The courier waits a reasonable time and asks at reception for the luggage. If it cannot be found, the courier continues the route and the collection has to be rescheduled. Write to soporte@transotel.com quoting your order reference.

When will I receive my luggage?

We do not guarantee a specific delivery time. Transit depends on the route and on the carrier's schedule that day; the booking form shows the expected timescale for the route you choose. You will be notified when your luggage is on its way.

Where is the luggage delivered?

At the reception desk of the destination hotel, where staff keep it until you arrive. If you chose home delivery, we take it to the address you gave, in Spain or in any European country where we operate.

What happens if there is a delivery delay?

If a delay occurs, we notify you by email and WhatsApp. You can check the status of your order at any time on the tracking page, using your order reference.

How do I track my shipment?

Enter your order reference on the tracking page. We also email you a direct tracking link when you book.

What should I do if my luggage arrives damaged?

Take photos of the damage and the packaging and write to soporte@transotel.com as soon as possible, ideally on the same day, quoting your order reference. The deadline is 7 days from delivery. Keep the suitcase and the packaging until we close the claim. Compensation is determined according to the value you can prove, up to the legal limit per kilo explained in our Terms and Conditions.

What items can I not send?

We do not accept dangerous goods, money, jewellery, documents, works of art, fragile electronic devices, animals, perishable food or illegal items. The full list is in the terms and conditions.

How do I contact you if I have an urgent problem?

Write to soporte@transotel.com, call +34 822 27 61 00 or send a WhatsApp to +34 644 86 72 28, always quoting your order reference. Our support hours are Monday to Friday, 9:00 to 18:00.

Frequently asked questions

General

6

What is Transotel?: Transotel moves your luggage from one hotel to the next, from the hotel to your home address at the end of a trip, or from your home to the hotel before you set off. We collect the bags and deliver them to the destination, so you travel with hand luggage only.
Where does Transotel operate?: We operate within mainland Spain, between mainland Spain and the Balearic Islands, within the Balearic Islands, and between Spain and 24 European countries in both directions: we also collect in Europe and deliver in Spain. For the Canary Islands, we carry luggage between mainland Spain and the islands in both directions, and within the islands: these shipments can also be booked online, except for some routes, such as those involving La Gomera or El Hierro, which are requested by email to reservas@transotel.com. Check availability when you book.
Is it safe to send my luggage with Transotel?: Yes. We work with certified carriers and every item can be tracked online with the order reference. Every transfer includes the legal transport cover. Make sure the weight and dimensions of each item match those you declared when booking: otherwise the carrier may not collect it.
Can you collect my luggage at home and take it to the hotel?: Yes. That is the reverse transfer: we collect the bags at your home before you set off and deliver them to the reception desk of the destination hotel. You choose it when booking.
Do you cover routes between the Canary Islands and mainland Spain?: Yes, in both directions, by sea or by air, with customs clearance included. You can book online: choose sea or air, see the price and pay when you book. Some routes, such as those involving La Gomera or El Hierro, are quoted by email. The Balearic Islands are also covered and can be booked online.
How can a hotel offer Transotel to its guests?: By joining the partner hotel network. Reception registers transfers on behalf of guests from its own panel, and the hotel earns a commission on each one. Write to hoteles@transotel.com.

Back to top

Booking

4

How do I make a booking?: No account is needed: you can book as a guest. Choose origin and destination, the collection date and the number and size of your bags, then pay online. You can also book at your hotel reception or by scanning the QR code at partner hotels.
How far in advance should I book?: Book at least the day before collection; the earlier the better. The booking form shows the collection dates available for each route.
Can I cancel or modify my booking?: You cannot cancel it yourself: every cancellation is reviewed and approved by the Transotel team. Write to soporte@transotel.com quoting your order reference. If you booked through a hotel, you can also request it at reception.
What kinds of luggage can I send and what are the limits?: Suitcases, sports bags, golf bags and oversized items. Each size tier has its own dimension and weight limits, shown at booking. Declare the real dimensions and weight: the insurance depends on them matching.

Back to top

Payment

4

What payment methods do you accept?: Credit or debit card, through the secure Redsys gateway with 3-D Secure. Transotel never stores your card details.
Is the payment secure?: Yes. All payments are processed through Redsys with 3-D Secure authentication, the gateway used by Spanish banks. Transotel never stores your card details at any point.
When is the charge made?: The charge is made at the time of booking confirmation. If the service cannot be completed due to reasons attributable to Transotel, you will be fully refunded.
How is the price calculated?: By route, by the size tier of each item and by its weight. There are no hidden charges: the price you see at booking is the price you pay. The applicable tax is IGIC in the Canary Islands and VAT elsewhere in Spain.

Back to top

Pickup

3

How does pickup work?: At the reception desk of the hotel of origin, or at your home address if you chose that type of transfer, on the date you selected when booking. If it is a hotel collection, leave the bags at reception under your order reference.
Do I need to be present at pickup?: No, it's not necessary. You can leave the luggage at the hotel reception with your order number and our team will pick them up.
What if my luggage is not ready when the courier arrives?: The courier waits a reasonable time and asks at reception for the luggage. If it cannot be found, the courier continues the route and the collection has to be rescheduled. Write to soporte@transotel.com quoting your order reference.

Back to top

Delivery

4

When will I receive my luggage?: We do not guarantee a specific delivery time. Transit depends on the route and on the carrier's schedule that day; the booking form shows the expected timescale for the route you choose. You will be notified when your luggage is on its way.
Where is the luggage delivered?: At the reception desk of the destination hotel, where staff keep it until you arrive. If you chose home delivery, we take it to the address you gave, in Spain or in any European country where we operate.
What happens if there is a delivery delay?: If a delay occurs, we notify you by email and WhatsApp. You can check the status of your order at any time on the tracking page, using your order reference.
How do I track my shipment?: Enter your order reference on the tracking page. We also email you a direct tracking link when you book.

Back to top

Issues

3

What should I do if my luggage arrives damaged?: Take photos of the damage and the packaging and write to soporte@transotel.com as soon as possible, ideally on the same day, quoting your order reference. The deadline is 7 days from delivery. Keep the suitcase and the packaging until we close the claim. Compensation is determined according to the value you can prove, up to the legal limit per kilo explained in our Terms and Conditions.
What items can I not send?: We do not accept dangerous goods, money, jewellery, documents, works of art, fragile electronic devices, animals, perishable food or illegal items. The full list is in the terms and conditions.
How do I contact you if I have an urgent problem?: Write to soporte@transotel.com, call +34 822 27 61 00 or send a WhatsApp to +34 644 86 72 28, always quoting your order reference. Our support hours are Monday to Friday, 9:00 to 18:00.

Back to top

Frequently asked questions

General

Booking

Payment

Pickup

Delivery

Issues

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