FAQ and Help - General

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 

 

Do I have to give tips and if so, how much is appropriate?

The decision to tip or not is entirely up to you. However, as a rough guide this is what is considered customary in the USA: 

• Restaurants where you are seated and food is brought to you: 15%-20% 
• Bars where a bartender makes or opens your drink — $1 per drink like a beer or glass of wine, maybe $2 for a cocktail. 
• Taxis or transfers: 15%-20% 
• Tour guides: 10%-20% 
• Bellhops/porters: $1 per bag 
• Hotel housekeeping: $5 per day 

What if my question is not answered here?

If your query is not covered here or you have any further questions please contact our Customer Service Team via your Manage My Booking portal. This is the quickest way to get in touch with us. 

Complaints

If your experience with us has not been up to our usual high standards, we apologise. Please address your complaint to feedback@ocean-holidays.co.uk.

To facilitate our investigation, we kindly request any supporting evidence you may have, including proof of any costs incurred and any photos or videos you may have taken during your stay. This will greatly assist us in understanding the situation better and addressing your concerns more effectively.

Please also provide your booking reference, lead passenger name and date of departure.

We are a Member of ABTA, membership numbers Y6833/Y6834. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.”

How do I use my Ocean Holidays credit note?

If you have received a credit note from Ocean Holidays, it can be used as payment towards a future booking.

To redeem your credit note, simply contact our Customer Support team when you are ready to make your next booking and provide your credit note reference number. The value of the credit note will then be applied to the new booking.

Credit notes are non-transferable, have no cash value, and can only be used towards bookings made with Ocean Holidays. If the value of the new booking is higher than the credit note, you will need to pay the remaining balance. If the new booking is lower in value, any remaining credit will usually remain available until the expiry date.
 

How do I access Manage my Booking?

You can access Manage My Booking through our website.

Simply visit the Ocean Holidays website and select the Manage My Booking portal. You will need your booking reference and the lead passenger’s surname to log in. 

Once logged in, you can view your booking details, check payment information, update passenger details, and access important travel documents.

If you are unable to access your booking or require further assistance, please contact our Customer Support team who will be happy to help.