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FAQ and Help

imgAccommodation (Villas)

What is a property protection fee?

Florida State Law requires all clients to register and all home bookings are required to pay a Property Protection Fee of $8 per day (capped at $120) by credit or debit card, as part of the registration and online check in. All clients must have completed registration to allow them to download their accommodation voucher approx. 5 days prior to their arrival date.

You can register any time from when your booking is confirmed. 

How do I get the address of my villa?

Disney Area and Named Allocation on Arrival Villas 
Disney Area Homes are allocated on arrival. Directions and the exact address of the home will be available any time from approximately 5 days prior to your departure date until the day of arrival, where you may be directed to our local resort office to collect your home details. Guests must register and check in online at https://oceanbeds.com/register using their Supplier Booking reference and lead passenger surname to login. Registration is available to complete at any time after booking. 

Where will my Disney Area Allocation on Arrival Villa be located?

Our villas are located in residential locations either in the Kissimmee, Haines City, Davenport or Clermont areas and are all within a 22-mile drive of Walt Disney World.

What are the villa check in / check out times?

Check in time for our villas is usually from 4pm. Check out is usually 10am. All times are local time. 

Can I check out late?

We do provide a late checkout service for our villas, but this is subject to availability and additional charge.

To request a late checkout once you are in Florida you will need to contact our Ocean Holidays In Resort Team, contact details can be found on your Ocean Florida Accommodation voucher after completing registration and online check-in. 

What amenities will my villa have?

Ocean Holidays offer a vast selection of villas to suit all tastes. All our villas have towels, kitchen amenities and washers/dryers.

For more information about our villas visit - www.ocean-florida.co.uk/villas 

Also, see our welcome booklet: https://issuu.com/oceanholidays/docs/ocean-holidays-welcome-booklet 

Is Wi-Fi included?

All homes excluding Disney Area Executive homes include Wi-Fi, please contact us to add on Wi-Fi to any Executive homes, or alternative you can add on via the registration and online check in portal. Please note an additional charge will apply. 

Is the pool heated?

If you are traveling between the months of October and April and have or are going to add pool heating to your booking please read the following carefully: 
  • Pool heaters are turned on the day of your arrival and take approximately 24-48 hours to start to warm the water.
  • Pool heaters will not heat the pool to ‘bath’ temperature. A pool heater will take the chill out of the water. Very often during the cooler months of the year, the pool may still feel ‘fresh’.
  • Pool heaters will maintain a water temperature of about 10 degrees above the ambient air temperature. However, a 20°C / 80°F water temperature will still feel refreshing. Most pools will heat to approximately 29°C / 85°F maximum temperature.
  • Most pool heaters run between 8 – 12 hours a day while the pool pump is running and will heat only during that time. Pool heaters do not run 24 hours a day. The pool heater will not turn on until the outside temperature reaches 12°C / 55°F and above. The pool will feel much cooler in the morning as the pool heater will not switch back on until it goes above 12°C / 55°F, and it will take some time to reach its maximum heat. It will lose several degrees over night when cold.
Please contact our Customer Service Team via your Manage My Booking portal to add pool heating to your reservation prior to departure. 
If you are in Florida and want to add pool heating please contact our Ocean Holidays In Resort team, using the contact details on your Accommodation Voucher. 

Do I get a welcome grocery pack?

Most villa reservations receive a complimentary welcome food pack. The pack includes: milk, bread, jam, butter, tea, coffee, water, cereal and juice (all small sizes). We have a number of alternative and upgraded welcome packs available that can be added on prior to travel via your travel consultant or via the Villa on line check in portal at time of registration. 

Do I have to pay extra for anything? 

The following additional amenities are usually chargeable: 
  • Wi-Fi (Disney Area Executive Homes only) 
  • Pool heating 
  • Games rooms 
  • BBQ 
  • Upgraded Welcome Packs 
  • Cribs/Cots 
  • Highchairs 
  • Mid Stay Cleans 
All amenities can be reserved at the point of booking, prior to departure and in resort. All amenities are subject to availability and charge. 

Can I have a safe for my valuables?

Unfortunately safes cannot be guaranteed or requested, their availability will be dependent on the property you are placed in. If homes do have a safe they are not always available for Guests use. 

Can I make a special request?

Due to the nature of Allocation on Arrival Homes, booking requests cannot be guaranteed. To guarantee a specific facility such as a Named Community, Games Room, Spa, Wi-Fi etc., these can be added on for an additional cost. Alternatively, please book a Named Community or an Exact Named Home to guarantee location, layout and home amenities.

All services can be reserved at the point of booking, prior to departure and in resort. All services are subject to availability and charge. 

I’m in Florida now, and need help – who do I contact?

For help when on-site please contact our dedicated Florida Resort Office: 

Telephone: 1-407-390-6422. 

Whatsapp (Messages only): +44 7564 582864

Calling from UK number in resort with activated roaming: 0203 319 4511 
(Please check with your network provider regarding additional roaming charges) 

Emergency number: 001 407 421 1584 

Open: 9am–5pm (Monday to Sunday) 

Closed: Thanksgiving, Christmas Day & New Year's Day 

E: uscustomerservice@ocean-holidays.co.uk 

Messages will be responded to as soon as possible
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