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.”