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FAQ and Help - Car Hire

Car Hire

What documents or cards must I carry?

Any UK citizen intending to drive in the United States must hold a valid full British driving license, which must have been held for at least one year prior to the car hire date.

- If you hold an old-style paper license, you must present the original physical document at the time of vehicle collection.
- If you have a photocard license, both the photocard and the original paper counterpart (if applicable) must be provided.
- Digital versions of your license (e.g. stored in Google Wallet or similar apps) are not accepted. Only physical, original documents are valid.

Credit Card Requirement for Car Hire

The lead driver must present a valid credit card in their name when collecting the vehicle. This is required for a security pre-authorisation to cover any potential incidentals or damage. Debit cards are not accepted.

- Cash deposits and debit cards are widely not accepted by most car rental companies.
- We require all customers to bring a valid credit card in the lead driver's name.
- Digital versions of your credit card (e.g. stored in Google Wallet or similar apps) are not accepted. Only physical card will be accepted.

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Can I register my car hire online?

Skip the Counter is available for Alamo and Hertz customers at select locations. This service allows you to register online before your trip and go straight to your rental car upon arrival, bypassing the counter entirely. Please be aware that at certain locations, you may need to present your Skip the Counter ticket, driver’s license, credit card, and/or proof of identity upon arrival or to a gate agent.

Furthermore, companies such as Avis, Budget, and Sixt offer early registration, streamlining the vehicle collection process and saving you time at the counter. Please note that you will still need to go the counter, but the procedure will be smoother, simpler, and faster.

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Where do I collect my car from?

The exact pick up and drop off points will be detailed to you on your Car Hire Voucher sent together with your Travel Documents no later than 2 weeks prior to your departure date.

We always advise to take advantage of your car hire company’s online check in service where available, details of which will be on your car hire documentation.

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Can I choose the make/model of car?

Car rental companies don’t allow you to choose a specific make/model. You book a category and are given a car from within that category pool.

It works this way because the car hire companies change stock regularly, and makes/models vary by country too.

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Will my car have sat nav?

Please note that this information applies to customers who booked a car hire prior to July 2025.

At the time of booking, you have the option to add a sat nav to your car hire. Alternatively, you can buy sat nav locally in the US. If you have a UK sat nav, they can be updated with US maps before you travel.

To facilitate navigation, all Ocean Florida customers receive a discounted eSIM for use in the USA, priced at half the cost of most UK providers. For $3.60 per day, you get unlimited data, enabling you to connect to navigation apps like Google Maps or Apple Maps on your phone while in Florida. If you plan on using your UK SIM card in the USA, please ensure that you have checked the data costs with your cellular network provider before departing from the UK. Many providers offer data bundles to reduce the cost.

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How does my free GPS work?

As an Ocean Florida customer, you’ll receive a FREE eSIM with 20GB of data included with your car hire for bookings made from or after July 2025. A month before you travel, you’ll get an Ocean Florida branded email from the service provider, Hubby eSIM, with simple steps to download, install, and activate the Hubby eSIM app, along with a password to get started.
With the Hubby eSIM:

You keep your existing phone number
No physical SIM card is required
You’ll have reliable internet access across the USA

We recommend setting up your eSIM before your trip so you can get connected the moment you land.

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What is included in my car hire package?

We recommend pre-booking all your car hire requirements direct with us. You may be able to upgrade your car at the hire desk in the United States, but this will usually come at a significantly higher price.

We offer a wide range of car hire package options. Just let us know what you need and we’ll do the hard work to find you the best deal possible.

The specifics of your car hire package will be detailed on your quote.

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Am I fully insured to drive?

All our car hire packages come with Fully Comprehensive Insurance, which means you do not need to purchase any further insurance.

You may be offered additional items when you pick up your car, but these are optional. They may include: Personal Accident Insurance, Personal Effects Coverage - this cover is normally offered together and is in most cases included in your travel insurance (please check your policy).

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Do I need a child seat?

All children under the age of four must be secured in a federally approved child restraint seat (car seat). Children over four can wear seatbelts. Just like in the UK, it is a legal requirement for adults to wear a seatbelt in Florida.

Car seats can be reserved at the point of booking, prior to departure and in resort. Alternatively car seats can be purchased at a relatively low price once you are in Florida in outlets such as Target and Walmart.

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Are there tolls in the USA?

There are various toll roads in Orlando/Florida with different charges depending upon the route you take. If you expect to do a lot of driving in Florida it might be worth purchasing Pass 24 to save money and to enable you to make use of express lanes. Pass 24 can only be purchased locally via your car hire provider. However, select car hire companies already include toll passes in their packages, so please check your documentation.

For customers travelling via Orlando International Airport (MCO) doing minimal driving aside from trips to the parks we recommend the Visitors Toll Pass.

Visitor Toll Pass is a temporary toll hang tag that is placed on a rental vehicle's rear view mirror and is used to pay tolls electronically while traveling on any toll road throughout Florida.

To avoid Florida tolls - your Sat Nav, Apple Maps and Google Maps can steer you away from toll roads with the correct settings.

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How much do I have to pay for parking?

It is most likely you will have to pay for parking at your accommodation, any chosen activities or other in resort options. Please note it is your responsibility to check any possible parking charges. We strongly recommend checking the partner website shortly before your holiday as parking charges can change frequently. Please note unpaid parking charges are subject to fines. We are unable to accept responsibility for any parking charges and any applicable fines.

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What happens if I have a car accident?

If you cause an accident while driving your rental car, you are legally liable. If you have insurance, your insurer will cover the damages. Its important to be aware of the insurance option for your rental car. All our cars come with:

Standard inclusions with all suppliers:

Unlimited Mileage Collision Damage Waiver
Up to $500,000 Liability Cover
Local Sales & State Taxes
Airport Surcharges/Fees
Mechanical Assistance
On airport collection in Orlando

You have the option to upgrade to options that include higher coverage. Unless you have breached your rental contract, rental insurance should cover any accident damages incurred.

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I have incurred costs I do not recognise

Common Car Hire Fees and Charges

1) Insurance and Protection Plans:

- Personal Accident Insurance - covers medical expenses for you and passengers.
- GPS or Navigation Systems - rental for an onboard GPS device.
- Child Seats - charges for infant, toddler, or booster seats.
- Additional Drivers - fees for allowing more than one person to drive the car.
- Roadside Assistance - coverage for breakdowns, towing, or lockouts. the hotel.

2) Usage Related Fees:

- Toll Fees - If the car is equipped with a toll transponder, you may be billed for tolls plus a service fee.
- One-Way Fees - charged if you return the car to a different location than where you picked it up.
- Late Return Fees - additional charges if you return the car after the agreed time.

3. Security Deposit

- A refundable amount held on your credit card as a security measure. Typically released within a few days after you return the car, provided there’s no damage or extra fees.

4) Penalty Fees

These charges apply for non-compliance or damages:

- Cleaning Fees - for excessive dirt or mess left in the car.
- Damage Fees - If the vehicle is returned with new damage not covered by insurance.
- Traffic Violations - charges for speeding tickets or other violations incurred during the rental period
- Smoking Fees - for evidence of smoking in a non-smoking car.

What to Do If You Don’t Recognise Charges

1) Review the Invoice - carefully examine the breakdown of charges provided by the car hire agent.

2) Contact the Car Hire Agent Directly - call or email the agent to query any charges that you don’t recognise or understand. Have your reservation details and invoice number handy for reference.

3) Escalate to Ocean Holidays - If the agent is unable to resolve your concerns or clarify the charges, reach out to Ocean Holidays for assistance. Please provide us with a copy of your invoice and any communication with the agent.

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