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Frequently Asked Questions (FAQ)

Why don’t you confirm where I will be staying until I receive my travel confirmation letter?
We work with multiple partner properties at each of the accommodation levels in order to provide our guests with the greatest amount of availability when it comes to booking their travel dates. Peak season weeks do fill up quickly, so we encourage you to book your dates as early as possible. In most cases, when you purchased your promotional holiday package, you paid for a specific accommodation type (standard, premium, and condo). If you log into this website, you will be able to see information and pictures of many of our partner properties, so that you can get an idea of the types of properties available. Once you book your travel dates, you will receive a travel confirmation notice that will give you the specifics of where you will be staying. Upgrades, are often available for purchase by calling our Customer Service team.

How many days’ notice is necessary to book a reservation?
It is always best to book your reservation as early as possible…ideally 60-90 days in advance. It is also recommended that you book even earlier for peak travel weeks (holidays, spring break, and summer). In addition, a minimum of 30 to 45 days’ notice is required to avoid a priority booking fee on last-minute reservations.

Can I book a reservation with less than the required amount of days?
Yes. We do allow our guests to book reservations under the required 30 to 45 days, however a priority booking fee will apply. Please note all reservations are based upon availability.

Are there any dates I may not book?
No. There are no blackout dates; however, all reservations are based on availability. Peak travel weeks fill up quickly, so we encourage you to book as early as possible.

I purchased multiple destination locations. Can I book all of the holiday at one location?
No. This is an introductory holiday package sold for the purpose of introducing you to each of the resorts and promoting a holiday ownership package. However you may extend your stay at certain locations for a nominal fee per night, just ask the reservationist when booking.

Where is the Welcome Center where I will be checking in when I arrive?
T
he Welcome Center located at 17805 W. US Highway 192, Clermont, FL34714. However, once you have booked your travel dates, please confirm this is the check-in location listed on your reservation confirmation letter.

When is the Welcome Center open?
Information regarding the Welcome Center where you will check in is provided in your reservation confirmation letter and also available when you log into the website.

How far are the hotels from the Welcome Centers?
In many cases, the Welcome Center will be located on the same property where you will be staying. If you are residing off property in a host accommodation facility the Welcome Center will be located in the same general vicinity as your accommodations.

What time is check-in?
In most cases, you can check into the Welcome Center between 9 a.m. and 6 p.m. However, please double check with your Welcome Center to confirm their hours of operation. However, your actual accommodations are not usually available for check-in until 4 p.m. Information regarding the Welcome Center is in your reservation confirmation letter and also available when you log into the website.

If I need to cancel my reservation, or change my dates, are there any penalty fees?
You may cancel your reservation for all U.S. destinations, one time, at no cost when changes are made at least 7 days in advance. All non-U.S. locations need a minimum of 15 days to avoid penalties. Cruises need a minimum of 45 days to avoid the rebooking penalty. You may incur a fee if additional cancellations or date changes are made.

What are the additional fees associated with the cruise portion of my promotional holiday package?
You are responsible for all port, upgrade, extra person, service/registration and government departure fees. Fees are per person.

What documents do I need to board the cruise?
A valid passport (not expired) is required.

How many people may travel on the promotional holiday/package?
Please check the terms and conditions of the promotional holiday package you purchased. Most packages come with either a standard or premium room that can accommodate up to 4 people.

What if I am traveling with a larger party than my promotional package allows?
Based on availability, you may be able to upgrade your accommodations to a 1, 2 or 3 bedroom unit for a nominal additional cost. Another option may be to book a second room. Please contact our Customer Service team for all upgrades and additional room needs.

When do I receive my promotional vacation gifts (i.e. attraction tickets, dinner certificate, rental car)?
In most cases, you will receive your gift upon completion of the VIP resort sales presentation. Occasionally, you may be “pre-gifted” at the time of arrival by leaving an imprint of a major credit card until the completion of your resort presentation.

Can I purchase extra theme-park tickets?
Yes. Please contact our Customer Service team to purchase additional theme-park tickets. In addition, most Welcome Centers also have area attraction tickets available for sale upon arrival.

Who needs to attend the resort sales presentation?
If married, both spouses must attend. If single, every guest in the party must attend.

How long is the sales presentation?
The sales presentation is approximately 90 minutes long at a minimum.

Do I have to attend the sales presentation at each location?
Yes. The promotional package you purchased was sold for the purpose of introducing you to each of the resorts, and in order to be eligible for the package offer, you will need to attend each resort’s sales presentation.

Are we required to purchase anything at the sales presentation?
You are not required to purchase anything. We only require you and your party to attend the resorts sales presentation.

When does the tour take place?
The tour is scheduled at the Welcome Center upon arrival and is normally set up for the day after you check in.

Can I prearrange the resort’s sales presentation or request a time?
The sales presentation reservations may not be pre-scheduled before arrival at the Welcome Center. A specific tour time may be requested; however, the actual time will be based upon availability and confirmed at check-in.

Is transportation included?
Not unless a rental car was included in your promotional holiday package. You are responsible for all transportation (Ex: air, car, train, etc.).

Which address do I provide for immigration purposes?

Summer Bay Resort
17805 W. US Highway 192
Clermont, FL 34714

What should I do if I am arriving late?
Please contact the Welcome Center if you will be arriving late. Contact information for the Welcome Center is located on your reservation confirmation letter.

How do you check in after the Welcome Center is closed?
Please contact the Welcome Center to which you are arriving. Contact information for the Welcome Center is located in your reservation confirmation letter.

Do you provide shuttles to the parks?
Some of our resort partners do provide shuttle service to the area theme parks. Please contact the Welcome Center at the number located on your reservation confirmation letter to confirm your resort’s list of amenities and services.

Are pets allowed at the resort?
No. For your safety and others, pets are not allowed. However, if you have an “ADA” (American Disability Act) Certified Pet; you will be allowed to travel with same contingent that you provide a certified copy of your pet’s registration to the Front Desk or Welcome Center.

Call our US Office at
001-407-284-1588

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