FAQ and Help

Read our frequently asked questions and help guide.

Welcome to our FAQ section. Here you will find answers to your questions.
Please navigate our FAQs using the links below to find what it is you're looking for.

Your Accommodation

Property Protection Fee

Guests staying in our villas are required to complete a Guest Registration form prior to arrival in Florida. When completing the Guest Registration form, you will be asked to pay $35 per week to cover any accidental damages in excess of $1000 or charges that are made as a result of intentional damages or gross negligence. You will be sent your guest registration form 7-10 days prior to your departure date.

Please contact our Accounts team to provide your payment details on telephone number: 0203 814 2198, select option 4 and return your signed form to the following address:

Florida Guest Registration Department
Ocean Holidays Ltd
North House
St Edwards Way
Romford Essex
Email: operations@ocean-holidays.co.uk

The address of my villa

Disney Area Homes
All our Disney area homes are booked on an allocation on arrival basis; within your travel documents you will receive a voucher providing you with directions from your airport to our Ocean Florida Welcome Centre located at: 3204 Rolling Oaks Boulevard Kissimmee, Florida 34747.

You will be required to go to our Welcome Centre to obtain your villa address, entry code and onward driving directions.

Named properties
You will be sent driving direction to your exact home and lock box code 7-10 days prior to your departure date.

Check in/Check out

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

Late checkout

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

To request a late checkout once you are in Florida you will need to contact our Ocean Florida Welcome Centre on 1-407-390-6422.

Amenities at my villa

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

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). If you have other dietary needs please ask your travel consultant and we will do our best to assist you.

Travelling with children

We are able to offer the following additional amenities:
  • Pack and play (travel cot) - $45 per week
  • Wooden crib - $77 per week
  • High chairs - $9 per day
  • Games room - $120 per week
  • Wi-Fi $75
All services can be reserved at the point of booking, prior to departure and in resort. All services are subject to availability and charge.

Villa extras

We are able to offer the following additional amenities at your villa:
  • Wi-Fi
  • Spa
  • Pool heating
  • Games rooms
  • BBQ
All amenities can be reserved at the point of booking, prior to departure and in resort. All amenities are subject to availability and charge.


Unfortunately safes cannot be guaranteed or requested, their availability will be dependent on the property you are placed in.

Pool heating

We recommend that during the months of October – April you consider pre-booking pool heat for your villa. Please note that the heating will not be switched on until the day of your arrival. Pool heaters will not heat the pool to ‘bath’ temperature, it will simply take the chill out of the water. Pool heaters may be reserved in resort, but it is not always guaranteed that the villa you are allocated will have the facility.

Pool heating prices are as follows:
  • Electric – $30 per day
  • Gas - $40 per day
Please contact our Customer Service Team on 0203 814 2198 to add pool heating to your reservation prior to departure.

If you are in Florida and want to add pool heating please contact our Florida Welcome Centre on 1-407-390-6422.

Special requests for your villa

Ocean Holiday are more than happy to accept your requests, but requests cannot be guaranteed so we strongly recommend that if you want a particular service or amenity that it is pre-booked.

Making it a special trip

We are able to offer the following services:
  • Birthday/celebration cakes
  • Christmas decorations
All services can be reserved at the point of booking, prior to departure and in resort. All services are subject to availability and charge.

Making it a special trip

If you want to contact us while you are abroad please contact our Florida Welcome Centre on 1-407-390-6422.

Hotels - Resorts fees

It is now common place for hotels in the United States to charge a resort fee, which is payable direct to the hotel when you are in resort.

Hotels charge resort fees to cover the costs of services that are available in the hotel such as Wifi in your room and access to the gym.

Ocean Holidays will endeavour to advise you of any resort fees during the booking process, however they cannot be paid to Ocean Holidays directly.

Resort fees are subject to change so there is a chance that your hotel may introduce them after your booking has been made or that they increase between the time you make your reservation and your departure date.

For up to date information on resort fees we recommend that you visit the website of the hotel you are staying at.

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Did you know we have a Welcome Centre based in Kissimmee?

We are one of the only UK tour operators to have a team based in Kissimmee, Orlando.

Our friendly team are available to all of our guests travelling to the USA, offering support, help, advice and a friendly face to anyone who needs it. Our team in Kissimmee includes locals, who can give you tips on the best places to shop or dine and British Expats who know the importance of a good cup of tea!

If you are staying in one of our villas, head to our Welcome Centre first where one of the team will give you your keys, directions and all the information you need to make your stay perfect.


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