Frequently Asked Questions

• General
• Advance Passenger Information
• Car Hire
• Driving in Orlando
• Walt Disney World Resort
• Villas, Townhomes and Condos

General

Q: What is the Magicard, and how can I obtain one?
A: Having a Magicard is like carrying a wallet full of coupons for participating area attractions, accommodations, restaurants, and shops. Use your Magicard brochure to check for participants, and present your card at the time of purchase to receive the specified offer.

Q: Where and how far away is the nearest beach?
A: Cocoa Beach and Daytona Beach are the closest beaches to Orlando. Cocoa Beach is only 45 minutes east of Orlando, easily accessible by Toll Road 528. Daytona Beach is one hour northeast of Orlando, via Interstate 4 (I-4) east.

Q: I hear the Kennedy Space Center is a great day out. How do I get there?
A: The Kennedy Space Center is approximately an hour's drive east of Orlando, easily accessible via Toll Road 528. Although there is no public transportation available from Orlando, there are several private shuttle companies that provide transportation to and from Kennedy Space Center.

Q: Do most businesses in Orlando accept traveller's cheques and credit cards?
A: Traveller’s cheques in U.S. Dollars and major credit cards are widely accepted at most Orlando businesses.

Q: Is there public transportation available between my hotel and the theme parks?
A: Many of our hotels offer complimentary theme park transportation (check hotel details). Scheduled shuttle transportation will also be available for a fee.

Q. Is tipping expected at hotels?
A. Porters should get US$1 per bag. You do not have to tip hotel maids, although US$1/day/person is appreciated for good service.

Q. How old do I need to be to buy alcohol?
A. The minimum age for buying alcohol or consuming alcoholic beverages is 21 years of age. Valid photo identification (passport or international driver's licence, etc.) may be required upon purchase of alcohol or for entry to bars and nightclubs. It is recommended that all adults carry ID, regardless of age!

Q. How much should I tip at the restaurants?               
A. Service charges or gratuity (tips) are not usually included in your bill in the United States, and tips are always expected. For most restaurant waiters and bartenders, the average tip is 15 to 20%

Advance Passenger Information

Q: What’s this I hear we now have to give the airline our passport details before we fly?
A: All airlines are required by the US Government to collect API (Advance Passenger Information) for all passengers before travel to the US. It is your responsibility to provide the required information to the airline you are travelling with. Many airlines allow you to do this online. You will need the airlines PNR/ locator to be able to do this which will be on your confirmation invoice. Please refer to our booking terms & conditions for more details.

Q. Do you expect these new requirements to cause delays during customs clearance in the U.S.?
A. We do not anticipate that passengers will be delayed providing that they have completed their US customs and immigration forms properly. Please bear in mind that all these procedures are security measures and this is because the US government want travel to the US to be safe!

Q. What will the airline do with my Advance Passenger Information (API)?
A. Each airline submits the information electronically to the US Customs & Border Protection (CBP). The airlines are bound by UK data protection and privacy laws and will not share this information with anyone.

Q. What happens to customers who do not wish to provide Advance Passenger Information (API)?
A. Passengers who refuse to supply API will not be allowed entry to the US and therefore will not be accepted for travel at check in.

Car Rental

Q. When can I add car rental to my Orlando booking?
A. Car rental can be confirmed within the holiday booking process, once your dates and accommodation details have been confirmed. If you would like to add car rental to an existing booking, this is no problem. Just call our reservations department.

Q: Can you supply child seats and booster seats?
A: Child seats and booster seats must be requested at the time of booking. A fee of around $6 per day (subject to change) is payable locally for each.

Q. What insurance is needed for car rental?
A: We only sell car rental with Fully Inclusive car insurance cover, for peace of mind and protection. We also provide Gold insurance which offers other benefits, but this depends on your needs. Beware though, some holiday companies sell ‘rental only’ i.e. no insurance cover, which is not recommended and means you have to pay more on arrival!

Q: Can you supply vehicles for larger parties?
A: Yes. We can offer luxury vans with 15 seats. Although these are not always recommended. Please bear in mind that you also need to squeeze in all of your luggage (and all that extra shopping!).

Q. What types of vehicles do you offer?
A: We have teamed up with Alamo Rent A Car, one of America’s biggest car rental companies and the official car rental company of Walt Disney World Resort. We offer vehicles to suit all party sizes and you individual needs. See our Car Rental page or give us a call.

Q. What is a fly-drive holiday?
A. You’ve probably heard the term ‘Fly-drive’ a lot when it comes to America. Fly-drive is where you book just flights and car rental, and the rest is up to you. We can offer this along with just accommodation only or accommodation and car rental. Must people to Orlando pre-book all components including attraction tickets, as it’s cheaper and easier to budget your holiday.

Q: Do I have to drop the car off at the same place I picked it up from?
A: NO – we offer free one way drops throughout Orlando. So, for example, you can pick up your car from Orlando International Airport and drop your car off at the end of your holiday at Disney’s Swan & Dolphin Hotel.

Driving in Orlando

Q: Is driving in Orlando dangerous?
A: Driving in Orlando is no different to driving in the UK (apart from you drive on the right hand-side in America!). It helps to be a confident driver however you soon grow with confidence the more you drive. It is by far the easiest way of getting around in Orlando and we offer exceptional car rental prices so it’s completely affordable. They key to driving in Orlando is to pre-plan your route.

Q. I've heard you can turn right when the traffic lights are red - is this true?
A. You can turn right at the red light as long the road is clear, there isn't a sign that says you can't, and you have come to a complete stop before turning. Try not to be in the right lane at traffic lights if you intend to go straight ahead, as you'll probably get hooted.

Q. Is the left hand lane the slow lane or the fast lane?
A. No lanes are designated as either "slow" or "fast". However, some motorway signs ask slower drivers to use right lanes. This takes some getting used to however just use your mirrors and beware of what’s going on around you!

Q. Drivers keep overtaking on the inside, is this allowed?
A. Overtaking from either lane is allowed as long as you check the lanes are clear. The key is to take your time when driving and pre-plan your route if possible. This saves a lot of last minute emergency turnings!

Q. Those street name signs that hang over the road confuse me. What do they mean?
A. They indicate the name of the road that you are crossing, not the one you are travelling on. After a while, you’ll realise what a great system it is.

Q. What's that lane in the middle of the road with the arrows going left and right?
A. Many roads without a central reservation have a lane in the middle that allows a driver to enter if they intend to turn left across the other carriageway. Check that the lane is clear and enter the lane using your indicator. Do not use this lane to overtake other vehicles.

Q. Do you have to give way at a '4 way stop'?
A. A "4 way stop" is a junction where no particular direction has priority. All drivers should come to a stop and the driver who got there first has the right of way.

Q. What do those flashing yellow lights that hang over the road mean?
A. They are usually at a road junction and they mean proceed with caution. If they flash red it means stop and treat it like a "4 way stop".

Walt Disney World Resort

Q. Where can we meet Disney Characters?
A. There are several places around the Walt Disney World Resort where you can spend some time with the Disney Characters. At each park you can pick and guide and Entertainment schedule which will give details and where and when you can see the characters.

Magic Kingdom Park
Get the latest Daily Entertainment Schedule at the International Information Centre at City Hall in the Magic Kingdom Park and be sure to catch all the Characters!

Mickey's Toontown Fair
Mickey Mouse at the Judge's Tent; Minnie Mouse in the Toontown Hall of Fame; various Disney Characters in the Toontown Hall of Fame. Daily appearances. Characters also appear daily at the following locations:

Adventureland
Captain Hood and Mr. Smee at Pirates of the Caribbean. Characters from Aladdin near The Magic Carpets of Aladdin

Fantasyland
Mad Tea Party Fantasyland Character Festival Ariel's Grotto

Castle Forecourt Stage
Visit with the "stars" of Cinderella's Surprise Celebration - see guide map for show times.

Epcot
Discover Disney Characters on Holiday every day at the Fountain of Nations - see guide map for times.

Disney-MGM Studios
Find out where the Characters are in action in the Daily Entertainment Schedule, available at the International Information Centre at Crossroads of the World in the Disney-MGM Studios.

Mickey Avenue
Featuring Mickey Mouse, daily, and other Disney Characters appearing throughout the day.

Al's Toy Barn
Operation: TOY STORY. It's your chance to meet Buzz, Woody and all of your favourites in special Character appearances held daily.

Disney's Animal Kingdom Theme Park
Visit Camp Minnie-Mickey, an old-fashioned summer camp where the characters go when they're on holiday. Throughout the day, this is where you'll find Mickey and his pals waiting to greet you!

Discovery Island Character Landing
Your favourite friends from the 100 Acre Woods appear daily.

What's more, Character Dining is available at a variety of locations within the Walt Disney World Resort.

*Entertainment is subject to change without notice. Performances may be delayed or cancelled due to inclement weather.

Q. Where are the parades and fireworks?
A. All over the place! Get the latest Daily Entertainment Schedule at the International Information Centre at Magic Kingdom Park, Epcot, Disney’s Hollywood Studios and Disney's Animal Kingdom Theme Park.

Q. Can I see maps of the Parks?
A. You can download Theme Park maps from the Maps section. A property-wide map, road map and maps of different areas at the Walt Disney World Resort are also provided. When you arrive at the Theme Parks, visit the International Information Centre to receive a guide map in your language.

Q. What ride restrictions are there?
A. There are lots of things to see and do at Walt Disney World Resort. Some of these attractions have ride restrictions to ensure safety. For example, height requirements. For specific restriction information, check out the pages dedicated to the attractions you're interested in.

Q. What are the busiest and least busy times of the year?
A. Although special events and promotions may influence Theme Park attendance levels, the following list highlights historic attendance trends throughout the year:

Lowest Attendance:
January (except New Year's Day) through mid-February
The first week in September through mid-November
The first three weeks of December prior to Christmas

Moderate Attendance:
Mid-February through early March
Late April through early June (except Memorial Day weekend - last weekend in May)

Highest Attendance:
U.S. Presidents' week in mid-February
Mid-March through late April (U.S. school Spring Break)
Last weekend in May (U.S. Memorial Day holiday)
Mid-June through beginning of September
U.S. Thanksgiving Day (last Thursday in November) and weekend
Christmas week through New Year's Day

Q. Is the water heated at Disney's Water Parks?
A. The water at all of Disney's Water Parks is temperature controlled year-round, so it's tropically toasty, even on cool days!

Q. How much do parking and tube hire cost?
A. Parking and inner tube usage are complimentary at all Water Parks!

Q. Are life jackets available at the Water Parks?
A. Yes, all of Disney's Water Parks have life vests available at no additional cost, but Guests must leave a deposit. Safety is a priority in Walt Disney World Resort!

Q. When is the best time of day to visit the Water Parks?
A. It's always a good idea to arrive early at the Water Parks, especially if you want to get a sunbed! It's best to get there before noon.

Q. Is it possible to surf in the surf pool at Typhoon Lagoon?
A. Yes, for an additional cost. Typhoon Lagoon offers surfing lessons every Wednesday morning before the Park opens.

Q. Can I use my credit card to shop and dine? What about currency exchange?
A. Both are possible at Walt Disney World Resort, where any one of these credit cards is accepted everywhere (with the exception of cart vendors and some stores): VISA, VISA Electron, Diners Club, Discover Card, MasterCard, American Express, The Disney Credit Card. Visitors who wish to convert currency into U.S. dollars can do so at any Disney resort hotel or theme park guest relation counter. Please note that there is a limit to the amount of currency that can be exchanged in a single session. Inquire upon arrival for more details.

Q. What do I do with all of my purchases?
A. Walt Disney World provides a service to Disney resort hotel guests whereby you can have your purchases delivered directly to your hotel. Because delivery may require one and a half days, this service is not recommended for guests who are departing on the following day.

NB: This service is not available for some purchases. Inquire at time of purchase. Guests may not have personal items delivered; only purchased items

Q. What banking facilities are available at the Walt Disney World Resort and where are they located?
A. Currency exchange and Automatic Teller Machines (ATMs) are available at all four Disney Theme Parks and at all Disney's Hotels.

Q. Is smoking allowed in the Theme Parks?
A. There are designated areas within each Theme Park where smoking is permitted. All Walt Disney World restaurants, however, are non-smoking.

Q. What type of clothing should I plan to bring?
A. Walt Disney World covers a wide area, so you should plan to bring light, comfortable clothes and shoes. The sun's rays are also very strong, so please do not forget to bring sunglasses, a cap, and sun block to protect your skin. Jeans and t-shirts are appropriate daywear if you're visiting in the summer, and body warmers, sweaters, and socks are recommended for winter visits. When dining, general casual wear is appropriate. Recommended dining attire for men is button-down shirts, polo shirts, and casual trousers; for women, trousers, blouses, and casual dresses are appropriate. For more formal dinners, jackets are recommended for men and formal dresses or trouser suits for women.

Don’t forget, to find out more about Walt Disney World Resort, take a quick tour now – click here (link to min-site)

Villas, Townhomes and Condos

Q. Why would I want to book a villa, townhome or condo instead of a hotel room?
A. Accommodation such as a villa, townhome or condo is more suitable for larger groups of families or friends. They offer outstanding value for money and very are spacious. They also have kitchens and at least two bathrooms. All villas have their own private swimming pools as well. This type of accommodation generally works out better value for money than paying for two or three separate hotel rooms, plus the whole group is together under one roof.

Q. What’s the difference between a villa, a townhome and a condo?
A. A villa will be a detached three to six bedroom home with its own private pool. Some villas have a games room/ area in the garage which may include a darts board and pool table. Most villas are on two floors although there are a few bungalow-style villas. Townhomes are terraced 3 or 4-floor accommodation offering three or four bedrooms. Townhomes have access to a communal clubhouse with large pool and other facilities such as a fitness centre and bar. Condos offer two and three bedroom accommodation in a multi-story building over one floor and also have access to a communal clubhouse and large pool.

Q. What’s included in each property?
A. Everything you would normally expect to find in a standard home can be found including: a fully equipped kitchen with enough contents for two adults per bedroom, an automatic washer/dryer, linen, towels, at least two TV’s and normally a video or DVD player.

Q. How many beds are there in each room?
A. Typically each property will have a master bedroom with a double bed and ensuite bathroom. The second bedroom will have a queen-size bed and all other bedrooms will have two single beds.

Q. Is the pool in the villa going to be heated?
A. All pools can be heated providing this is requested at time of booking however this is an additional charge. In the cooler months of October through April, pool heating will be limited by the external temperature and may well not rise above 70 degrees, which is hardly warm! By staying in a Townhome  or condo you can avoid this cost by using the large shared heated pool and other facilities. Some of our townhomes also have their own plunge pools such as Encantanda.

Q. How big is the pool in the villas?
A. Pools are typically 2.5m x 7m and whilst are good for small children, adults would normally use it to dip in and cool off. We always suggest that you book a villa at a resort with a separate clubhouse and larger swimming pool for the best of both worlds.

Q. What time can I check into my accommodation?
A. Check in time is 4pm and check-out time will be from 10am.

Q. Where do I collect the keys to my accommodation?
A. After you have collected your car rental from the airport you will drive to our Service Office where all villa guests check-in and register. You will be provided with a Welcome Park containing general info pertaining to your accommodation along with driving instructions. You will also be given your key or lock-box code (gives access to your key on-site). For arrivals after the Service Centre is closed, Welcome Packs are provided via a secure lock-box located at the entrance to the Service Centre (lock-box code will be on your documentation).

Q. Do I need to pay a deposit for my accommodation locally?
A. Yes when you collect the keys from our office, you will have to complete a registration form and give credit details that will be debited in the event of any damage or breakage. A deposit of $500 dollars will be held (subject to change).

Q. Is the Service Office open 24-hours a day?
A. No – the Service Centre is open 7-days a week from 9am-6pm. For emergencies outside of these times, there is a number that you can call. This will be on your villa documentation.

Q. Can I smoke in my accommodation?
A. No – all villas, Townhomes and condos are non-smoking. You can however smoke around your own private pool/ patio in your villa. You will be charged for a deep clean if it is found that someone has been smoking within the accommodation.