Frequently Asked Questions

How do guests obtain their home details?

For details of guests homes they will be required to register and check in online at a minimum of 14 days prior to arrival. Once registration is complete approx 14 days prior to dept guests will be able to download their homes voucher with the address, driving directions and any relevant lock box details

Do Ocean Holidays have a local resort office with out of hours support for guests?

Ocean Holidays in resort team can be contacted by guests once in resort by calling or emailing the team using the contact details on their accommodation voucher

What are the opening times for the welcome centre?

The opening times are as follows:
  • 8am – 10pm (weekdays)
  • 9am – 10pm (weekends)
Welcome centre will be closed on Thanksgiving, Christmas Day and New Years Day. In the event of an emergency, guests can call + (00) 1 407 421 1584.

Guests have booked an allocation on arrival, can we have the address of the home?

Due to the nature of allocation on arrival bookings, addresses cannot be supplied until the online check-in is complete approx 2 weeks prior to their scheduled arrival date. In the unlikely event the home details are not ready on registration when checking in online you will be provided with a voucher and driving directions to collect your home details from a central lock box location on arrival.

Guest have booked an exact home, when can we have the address of the home?

The address for our Individual Homes can be found on the accommodation voucher which can be downloaded from our online check in portal approx 2 week prior to the guests' arrival date. To download the voucher clients must complete the online registration first.

Guests need a home that will have certain amenities but have booked an allocation on arrival home, can this be guaranteed?

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.

Who do clients contact if they require assistance while in resort?

Guests can contact our local resort team by calling +(00) 1 407 390 6422, or email, where a member of staff will be more than happy to help them. The office opening hours are 8am to 5pm, if they need to speak to one of our team in an emergency only outside of these hours please call the emergency line number found on their accommodation voucher or welcome booklet that can be downloaded from our online check in portal.

What time is check in/out?

Check in is from 4pm and check out is by 10am.

What is the minimum/maximum duration for renting a villa?

The Minimum duration is 7 nights and the maximum duration is 30 nights. Please contact us at if you are looking to extend longer than the maximum duration and we can look at options and pricing. Selected Disney Area allocation on arrival homes may be available to book for 3 – 6 nights during off-peak dates, and if available will show on our Website or XML feed at the time of booking.

How can I find out the bedroom configurations of an allocation on arrival home?

For all allocation on arrival bookings, we cannot guarantee the bed configuration, layout of the bedrooms or the number of bathrooms. To guarantee a specific bedroom configuration please book an Exact named Home to guarantee location, layout and home amenities.

What time of the year is pool heat permitted?

Pool heat is permitted from October – April. Please note that pool heat will not be allowed outside of these months as it can damage the pool if the outside air temperature is too high

How much does it cost to heat the swimming pool in a villa?

You can add on book heat from October to April, the cost for all of our allocation arrival homes is $35 per day, this excludes Encore at Reunion Resort where the price in on request. For an Exact home the price of pool heat is $37.50 per day, this is for all communities excluding Encore at Reunion and Reunion Resort. Please contact us on to obtain cost for pool heat in these communities.

Do all homes have wifi?

All homes excluding the Disney area Standard and Disney Area Executive homes include wifi, please contact us to add on wifi to any Standard or Executive homes, an additional charge of $75 will apply.

Are there any extras that guests can choose to add on?

Guests can add on a selection of extras during their registration via our online check in portal

How do we pay for extras that we add on to booking after the booking has been made?

We can add this onto the booking for you by emailing us and will invoice you accordingly.

Can guests pay for pool heat and other extras upon arrival?

We strongly recommend pre booking any extras with us in order to guarantee prices and availability. If clients wish to add on any extras once in resort, please contact our in resort team using the contact details on the accommodation voucher. Please note it will take up to 48 hours for a pool to fully heat and we will need to take full payment upon arrival., so we recommend this is done prior to arrival.

What is the Property Protection Fee (PPF)?

It is Florida state law for all guests to register and we require the Property Protection fee to be paid, this covers any damages up to $1000 in the home, and cost is just $6.00 per day. This is capped up to 21 nights at $126.00

How do guests pay for PPF?

Guests must register and pay the PPF by visiting www.oceanbeds/register with the lead passenger name and Ocean Beds reference number to login. Guests will only be able to download their accommodation voucher if the registration and payment of PPF is complete.

What amenities are already provided in the villa?

All homes will have the following:
  • Towels & linens
  • Swimming Pool
  • The home should include sofas, cable or satellite TV, 2 sun lungers, 4 outdoor chairs and an outdoor table
  • Fully Equipped kitchen including toaster, microwave, dishwasher, fridge, freezer, and over, plates, glasses, mugs and cutlery, pots and pans suitable for the size of property. Some homes may also include a kettle
  • Cleaning Equipment to include a washing machine and tumble dryer, vacuum cleaner, mop & bucket, broom and dustpan
  • TV & DVD player

Will the house be cleaned while guests are in the home?

All homes are inspected and cleaned prior to guests arrival. Clients can pay an additional fee to add on mid stay clean. This can be very beneficial, especially for those who are out at the parks and exploring Florida throughout the day. For allocation on arrival, please click here for pricing. For individual homes, please contact us at

Do you offer adapted homes?

We require the lead guest to fill out an ADA form in order to source an appropriate home for their own requirements. Please note this can take between 7 – 14 workings days for a home to be confirmed as an ADA standard, depending on requirements noted on the form. Please note there may be additional costs to source an ADA home that meets guest requirements.

Will the home have access to the clubhouse facilities?

As long as guests are confirmed to be staying in community with clubhouse facilities, they will have access. For memberships (e.g. golf at the Reunion), please contact us as this will depend on if the homeowner has paid for membership access.

Does this booking include a food pack?

All homes except Disney Area Standard Home and Disney Area Townhomes will include a complimentary food pack. Guests can choose to upgrade by offering them the following options here.
About Us     FAQs     Contact Us     Terms & Conditions     Login     Agent Bookings     Careers     View Voucher    Latest News     Privacy Policy