FAQ's

We want you to enjoy your holiday with Golden Florida and have put together the questions we are most frequently asked below. If you do not find the information you require below try our General Information page, contact our experienced reservations team on 0845 085 8080 or Click Here to email us.

When will we receive our documents?

4 weeks prior to travel unless you are staying at Vista Cay/ Isles at Cay Commons then you will receive the documents 2 weeks prior to travel (as we need to receive your address and entry codes from the management company).

What is Property Protection?

Pay £30 per booking for Property Protection which covers you for up to $1000 worth of accidental damage during your stay and therefore our clients are except from paying up to $500 credit card security deposit upon arrival. Accommodation featured on our website with "Ref: GL" automatically includes property protection. For other accommodation, we show in the "Amenities" section on each accommodation information page whether property protection is available as an optional extra. We strongly recommend taking property protection wherever possible as If you decline this it will be up to yourselves to settle any disputes with the Management Company directly.

If we have booked a 'Named development villa' when will we find out the address of where we will be staying?

You will be required to check-in upon arrival at the Property Managements office. This is when you will find out the address and receive your keys and directions to your accommodation.

Do I need a visa to travel to America?

Yes, applications for an ESTA (Electronic System for Travel Authorisation) need to be completed online by British passport holders at https://esta.cbp.dhs.gov . This should be completed at least 72 hours prior to travel, and once this has been done it is valid for 2 years. Each passenger travelling to the US is required to complete their ESTA which currently costs $14 per person. Non British passport holders should check with the US Embassy regarding Visa requirements. All passengers are responsible for ensuring that they have the correct documentation required for entry into the US.

What address do I use for my visa/ESTA application?

We provide the address of the Property Management Company that we have booked your reservation through - this is the address where you will be registered in accordance with Florida State Law and is the address that should be used for ESTA applications. These details will be shown on your travel documents but if wish to have them beforehand please contact us and we will be happy to provide you with the information that you require.

If I book a Value Plan villa, can I find out beforehand, where I will be allocated to?

No, Value Plan (Allocated on arrival) allows you to make a substantial saving compared to staying at a specific development. The homes are the same but by allowing us to allocate your property at a location of our choice it gives us the ability to maximise occupancy at each property and therefore offering you a lower rental price.

What is SFPD?

SFPD stands for Secure Flight Passenger Data. At the time of booking, we may ask for you to provide us with names (as per your passports including middle names), and dates of birth. This information is required by the airlines in order for us to ticket your booking.

Are towels and bed linen included for Florida accommodation?

Yes, you will have bath towels and bed linen. The towels provided should be used in the bathroom only - please bring your own towels for pool and beach use. All of our accommodation is equipped with a washer and dryer, or has onsite laundry facilities, (see the Amenities listed on each accommodation page for details) in case you wish to change the bed linen during your stay.

Will our villa be cleaned during our stay?

Our villas do not include cleaning service, but we can arrange a mid-stay clean for you at additional cost if required. Some apartment complexes do include cleaning every 7th day - if applicable this is shown on the accommodation information page. If you have any doubts, please contact us for more information.

I have booked a Value Plan/ Named development villa but want to guarantee specific facilities. Is this possible?

Sometimes we are able to offer homes with guaranteed internet and calls, and where possible you can pay a supplement for a games room and/ or Jacuzzi. This is always subject to availability so it is best that you advise us of your requirements at the time of booking.

Can you confirm Special Requests?

Please advise us as soon as possible if you have any special requests. Our management company partners will do their best to provide these, but we are not able to guarantee these unless a specific villa or apartment has been booked. Please contact us for information regarding specific accommodation. Your special request should be noted on your confirmation invoice, please contact us if it is not so we can make sure that our Florida partners are aware of your request.

Can we buy Attraction tickets through Golden Holidays?

We have a link on our website, located on the Extras page, to a company called 'Orlando Ticket Deals.' Therefore, you can order your tickets through our website. However, they are not sold by Golden Holidays.

Can we buy travel insurance through Golden Holidays?

Unfortunately, we do not sell travel insurance. However we do strongly advise that this is purchased to give you sufficient cover whilst abroad

Are you members of ATOL and ABTA?

Yes we are members of ABTA, our number is V6843, and we hold ATOL license number 2889 with the CAA.

Do you send out balance reminders?

At the time of booking, we will send you an invoice which will confirm the balance due date. We ask for you to make note of this date and arrange for the payment to be made. If we have not received payment, we will send you a letter to remind you that the balance is outstanding. If we do not receive payment within 7 days of the second letter being sent, your booking will be at risk of cancellation.

I have frequent flyer points to use, can you accept these?

Unfortunately, you are not able to redeem frequent flyer mileage with us, however you are still able to accrue mileage through your frequent flyer membership by giving us your frequent flyer number at the time of booking.

When can we check-in and out of our accommodation?

Check-in is normally from 4.00pm and check-out is 10.00am. Late check-out can be requested but cannot be guaranteed as this is subject to availability. Therefore, if you definitely require extra time in your villa on the day of departure, it is recommended that you book an extra night - this should be arranged at the time of booking.

Will there be insects at our accommodation?

Mosquitoes, ants and other insects are endemic in warmer climates. Ant powders are a good repellent but it also helps to keep crumbs to a minimum. Mosquitoes can be kept at bay by a good repellent. Many of our accommodations are surrounded by countryside and therefore we ask for your understanding should they occur.

Will there be cleaning products and utensils in the kitchen of our accommodation?

Kitchens include basic cooking utensils, cutlery and crockery. However, please note that cleaning products or materials are not generally provided.

What should I do if I have left personal belongings behind?

Please ensure all personal possessions are packed when departing your accommodation. Whilst we will do our best to assist you, unfortunately we are unable to guarantee the return of any items left unattended and we will not be liable for any items lost/ damaged in transit. Postage, packaging and handling fees will be applied for the return of lost property.

Will the villa have a safe?

Please note that safes are not provided in all of the properties

We require the use of a high chair and/or crib; will the accommodation provide these items?

We are unable to guarantee that you will receive these items in you accommodation and therefore we strongly recommend that you pre-book these items with us. Please contact us for details and prices.

Can I have pool heating for my villa?

Not all homes have pool heating facilities. We recommended that you pre-book this prior to arrival. Please note if pool heating is not pre-booked you may be placed in a home without pool heating equipment and we will therefore be unable to arrange this during your stay.

When you order pool heating it will take between 24-48 hours to completely heat the water, depending on the outdoor temperature. The pools' water temperature will reach up to 20 degrees above the outdoor temperature and therefore heating is designed to take the chill off the water not to heat the pool to bath or spa temperature.

The pool heater runs off the pool pump - this pump is on between 8-12 hours a day (shuts off automatically in the evening and turns back on in the morning).

If the outdoor temperature drops below 55 degrees, the pool heater has an automatic shut off switch and will not come back on until the outdoor temperature reaches above 55 degrees. This is a hazard-safe mechanism.

Homes with pool heating facilities can be equipped with gas or electric pool heating equipment. Electric pool heating is more common but gas heating is more efficient and heats the pool water quicker. Please note that it is not possible to confirm which type of heating your home will have until you arrange pool heating with us.

Do you provide airport transfers?

No, we recommend that you hire a car to get around. We offer great deals with either Alamo or Budget. The prices can be found on our website on our Extras page, or by contacting us on 0845 085 80 80

Who should we contact if we have any problems in resort?

With your travel documents, we will provide you with the Property Management Company's telephone number, including an Emergency contact.

Will the price be cheaper if I book closer to the travel date?

Late bookings rarely save you money normally due to the fact that availability becomes more limited (especially for peak travel dates). Lower booking classes and smaller accommodation units get booked early, leaving the more expensive options available.

How early can I book?

Flights are released 11 months prior to travel, however accommodation is available earlier than this.

Is the insurance included when we hire a car through Golden Holidays?

We use Alamo and Budget. They include insurance, unlimited mileage, taxes, basic breakdown cover and one additional driver. For an extra charge, you can upgrade the package to include more than 2 drivers and also your initial tank of fuel. Do not sign for any additional items when collecting the car unless you are willing to pay for them.
It normally proves to be more cost effective to pre-pay the cost of car hire.

Will I have to pay any extra for my car hire when I arrive at the collection depot?

Unless you would like to have extra cover for your vehicle, such as Interior cover, loss of keys etc, then you will only have a tank of fuel to pay for (unless you have taken the upgraded package). Please do not sign for anything extra if you do not require it, you will be charged.

Can I hire a car seat?

You can hire a car seat which can be pre-booked and paid for locally. Please call us for details.

We have booked a villa but more people would like to join us, is this possible?

Yes, as long as your party size does not exceed the maximum occupancy, there will be no problem and the price will be the same (as long as you are not changing the size of accommodation). We recommend that you let us know if your party size increases as some villas accommodate more than others i.e. a 4 bedroom villa could take 8 or 10 passengers dependant on whether it is furnished with a sofa bed.

Can you smoke in the accommodation?

All properties are non-smoking and if this is violated, you will be charged the cost of de-fumigating the accommodation

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