Frequently asked questions

LOCATION

Where is the house?

Situated just 2 miles from the 192 in Kissimmee, Florida, the house is just 10-15 minutes from Walt Disney World. It has a prime west facing water view location at the rear of the house with no rear neighbours. It is located inside one of the most desirable gated communities in the Central Florida area.  

What is the closest airport?

Orlando International Airport (MCO) is just 30 minutes away. Tampa (TPA) is about 1 hour 15 minutes and Miami (MIA) is 4 hours or approximately 200 miles. 

Where is the closest supermarket?

The closest supermarket is Wal-Mart at just a few minutes in the car. There are many others all inside 10 minutes car journey.

BOOKING, ARRIVAL and DEPARTURE

How do I book the house?

If you do not already have a quote for your dates then please use CONTACT US on this web site. We will then be in touch very soon after with our proposal. If you have a quote and wish to accept it, then simply reply to the proposal and we’ll process the next stage.

What is ADW?

Accidental Damage Waiver (ADW), covering accidental breakages up to the value of $500 is a mandatory charge and added to your booking quotation. The amount is shown on the quotation and the booking form. In order to activate ADW, damage must be reported to the agents or ourselves whilst in the duration of the stay at the home. It does not cover willful, conscious or neglectful damage to the property. ADW is applied since in most cases we do not collect damages deposits. However we reserve the right to collect a returnable damages deposit of up to US$500/GB£300 on any booking at our discretion. This will usually be where, in our experience, the party gender or age make up or length of stay alerts us to the probability of greater risk of damage to the home. The deposit is ordinarily returned within 14 days of departure from the once a clear check out is given from our agents.

What currency can I pay in?

US and Canadian guests generally settle in US$ and UK guests in GB£. European guests may settle in GB£ or US$ and we also accept Euros. If you wish to change the currency that you are normally expected to settle in then that is fine. Please enquire.

How do I pay?

It depends on where you live and that normally determines how you pay.

Anyone can pay via PayPal in US$ or GB£ however this which does attract 4% charges.

Our US guests can make a payment directly at their nearest branch of Bank of America. It is also possible to mail a check to our branch in Kissimmee and they will present the check for you on your behalf. There are no additional fees and you have the peace of mind that you are paying into the right account. These are our recommended methods of payment.

US guests can also pay by a bank transfer which does attract small fees. You can also settle via HomeAway secure payments but there are fees involved with this option.

Our UK guests can pay via cheque to our address in the UK, via BACS transfer or in any branch of Barclays Bank. No fees are levied with any of these methods and are our recommended methods of payment.

Canadian and European guests generally find is easiest to settle via bank transfer but must collect the charges and fees for us to receive these funds. Rest of the world guests pay in either US$ or GB£ via an electronic transfer or via PayPal or in US$ directly to our account if that is an option for them from their own bank.

How do you calculate the two payments due?

We require the first payment of 25% to secure the dates at the time you wish to book. This is non-refundable. The remaining 75% is due 10 weeks prior to arrival. Any reservations within 10 weeks require the full balance to be paid at the time of booking.

Are my dates confirmed when I have decided to stay?

No. Only when you have settled your deposit payment and we have acknowledged it has been received are your dates confirmed. Our house is marketed via several different companies and dates can be booked at any time. We always advise guests who decide to stay at the house to settle their deposit without delay to ensure they are not disappointed by any other booking arriving in the meantime. We cannot hold dates.

I wish to arrive late, how do I collect a key?

You can arrive at whatever time you wish after 4pm. You do not need to collect any keys. Our house uses a state of the art system that you use on the front door and you simply punch in the number and enter the house. We do not require that you visit a welcome centre to register your arrival.

Can I check in early?

We try to accommodate an early check in, however the house is heavily booked and not only must we prepare the home for the new arrival, we also need vacant time for the house to be maintained. Codes issues do not operate until 4pm.

What do I need to show security when I arrive?

Please show security the ‘Terra Verde Check in Form’ and your photo ID. This form will be sent to you in your arrivals information. You will then be directed to the Clubhouse to register your vehicle and gain a ‘Gate Entry Card’ which will be valid for the duration of your stay. A $10 refundable deposit is required for your ‘Gate Entry Card’.

When do I receive my arrivals information?

Once you have settled your final payment you can expect the arrivals information about 1 month before arrival.

Can you assist with travel plans?

If you stay at the house, we’re always happy to assist in advising families and groups, especially first time visitors, on the best travel plans to suit their budgets. We can also assist with international flights from the UK only and car hire.  

Can you help me with theme park tickets?

Yes if you stay at the house, we are happy to give advice and help you to buy theme park tickets that best suits your needs and be content it is secure. We’ll also advise you of the reputable tickets sales offices closest to the house. 

Can we stay longer than the check-out time?

If the house has another family checking in at 4.00pm, we are unable to accommodate a late checkout. Please enquire upon booking or contact the property management company at least 24hours in advance to see if this is possible. To guarantee a late check out a fee is payable.

Can we extend our stay by a couple more nights?

The house is usually very busy and is booked well in advance. However, if there is no guest who follows immediately then we will always try to accommodate your request.

On departure do I need to wash the linen and towels?

No, it is not necessary for you to put a wash on. Please leave dirty towels in the bathrooms and linen on the bed.

Is there adequate parking?

Yes, there is parking for 2 cars on the driveway. Any additional cars can be parked alongside the kerb. Always park on the right with your car facing the direction of traffic. Tail light reflectors must be visible when parked in Florida. Never block sidewalks by trying to park a third or fourth car on the driveway. Do not park on any grassed verge areas. You may be ticketed for any parking violations.

Terra Verde does not permit large camper vans or passenger vehicles above 12 seats on site. If you are travelling in a very large vehicle then speak to us first.

THE AMMENITIES

Do you have a BBQ/grill?

For reasons of hygiene and cleanliness we do not provide a BBQ/grill but for a modest charge we can arrange for a gas BBQ grill to be delivered to the house ready for your arrival. Just let us know if this is something you would like to enjoy on your vacation and we can assist.

How many people can stay in the house?

The maximum capacity is 13 and the floor plan shows you the layout of the house. Ideally, to make best value of the house you need a party of 8 or more although smaller parties looking for larger private space or a high level of amenities do also book our house. The house is charged out for the dates being booked not how many people stay in the home. We do not permit guests to use inflatable beds.  

Is the lake safe?

Yes it is but alligators should be expected on any open body of water in Florida. Sensible precautions should always be taken. Many families have enjoyed using remote control boats on the lake. Swimming is not permitted. Always supervise children around the water.

Can I fish on the lake?

Yes fishing is permitted.

Should I have pool heat?

This is a difficult question to answer since it depends on the temperature of the water in which you wish to swim and of course the weather at the time. If you plan to swim and/or use the spa and your booking is between October and March then you should have pool heat. Some guests do also have pool heat at other times of the year.

Does the spa heat up without pool heat?

No, only the motor for the water bubbles will operate when the timer is turned but the water will not heat up. The spa water is integrated into the same system and water volume as the pool. If you are considering, that during your stay, you would like to regularly use the spa with heated water then you should elect to have pool heat.

Will the pool be cleaned whilst I am in the house?

The pool is cleaned once a week by a pool technician.

Does the house have air conditioning?

Yes, there are two systems in the house, the upper and lower floors are controlled independently. Instructions can be found in the house about how to work the system which is easy to do. If external doors are left open for a period of time, the air con system automatically raises the temperature and will shut the system down. When the doors are closed it will automatically reset again and switch on. It is not possible to have a difference in cool air of more than 3 degrees between the upstairs and downstairs settings.

The house also has heating capabilities for the cooler months.

Do you have baby equipment available?

For reasons of hygiene and cleanliness we do not provide a baby cot but for a modest charge we can arrange for one to be delivered to the house ready for your arrival. Just let us know if this is something you would like to have is provide for you. Other baby equipment is also available for rent.

We do have a high chair and lightweight pushchair available for use in the house, however it must be noted that these are only cleaned on the goodwill of the previous guest and therefore cleanliness cannot be guaranteed on these items.  

Do I need to bring swim towels with me?

We do try to keep a stock of swimming towels available for your use. These can be found in the utility room.

Does the house have a washer/dryer available to use?

Yes a separate washer and dryer are available for guests to use. Wash powder can be purchased at any supermarket. Please do not use bleach in the washing machine.

Is there a dishwasher?

Yes the kitchen does have a dishwasher available to use. We try to leave a stock of dishwasher tablets available for guests to use, however if the stock has run out they can be purchased at the supermarket.

Does the house have a safe?

There are two safes available for guests to use during their stay at The Villa at Terra Verde. Details on how to use the safes will be provided in your Arrivals Information. Safes are used at the risk of the guests. 

Care and Support during our visit

Who looks after us if we have any issues when we are staying there?

It is rare that our guests need to call our management company but they are on hand to assist with anything you need whilst staying in the house. Telephone numbers are posted inside the house and are also provided in your Arrivals Information. Unless it is an emergency they are not available during weekends.  

Is it possible to have a few essential groceries supplied on our arrival?

Yes we can arrange to have some groceries delivered ready for when you arrive at the house. Please enquire for a quote for this service.

Does the house have an alarm?

Yes the house is alarmed and is monitored to the police. You will be provided with the alarm code in your Arrival Information pack. Always set the alarm when the house is unoccupied.

What safety measures are in place around the pool?

There is a pool fence that creates a barrier between the pool and the house. It is removable, however it is highly recommended to keep the fence in place if you have small children in your party. The house also has door alarms on the sliding doors leading out to the pool deck. They are alarms with switches which operate by a magnetic breaker switch. If switched on, the alarm will sound if the sliding door is opened. We strongly recommend that you keep these alarms armed if you have small children in the house.

Never leave non swimmers on the pool deck, or in the pool.

What facilities does Terra Verde offer?

 You can enjoy the following facilities at Terra Verde. Some events and activities are seasonal.

Full gated community services 24/7.

Full clubhouse facilities with concierge and resort management desk, business centre, large TV lounge and meeting lounge, massage, games/arcade room, fully equipped gym and toilets,

Swimming pool, and large spa tub, sun bathing areas, loungers, outside adult lounge, basketball, tennis, shuffleboard, children’s play area, beach volleyball and hammocks. 

There is a Lagoon Tiki bar open every day from 12 noon-10pm (happy hour 4-6pm) serving refreshing drinks from the bar and food.

Walking trails can be found all around the resort. There are several lakes on the resort.

Do I need a pass to use the facilities?

Yes you do, this is issued to you upon arrival at the security gatehouse. Have it ready to show a member of Terra Verde staff if requested.  

If I wish to have guests visit what do I do?

You should advise security when you arrive and give them the names and dates of who is visiting. Your visitors should carry photo ID. Please note only guests on the booking form are permitted to stay in the house overnight.