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Frequently Asked Questions (FAQ)


These are the questions that we get asked the most.
If your question is not answered here, then please ask the question

Before your stay

Q: Do we offer any discounts?
Q: How far is the home from the airport?
Q: How and where do we get our keys to the property?
Q: How do I get to your home?
Q: When we rent this house, how do we know where the house is & how to get there?
Q: What do I need to bring?
Q: Is the neighbourhood safe?
Q: What sort of temperature can we expect?
Q: What is there to do if it rains?
Q: Is there a minimum stay?
Q: Is the pool heated?
Q: If we need the pool heated after we arrive can it be turned on?
Q: How deep is the pool?
Q: Is the pool private?

During your stay

Q: What happens if we have any problems or questions during our stay
Q: Do you supply towels for the home?
Q: What happens if we damage or break something?
Q: Who looks after the property and pool etc?
Q: Are there any supermarkets nearby?
Q: What should we do if we are lost?
Q: How will we pay for the pool heating if the pool is switched on after we arrive?

After your stay

Q: What do we do with the keys to the home at the end of our vacation?

Answers...

Before your stay

Q: Do we offer any discounts?
A: We offer discounts on bookings over 14 nights.

Q: How far is the home from the airport?
A: The travelling time from Orlando International Airport is approx. 40 minutes, as always it will depend on the time of your arrival and the traffic.

Q: How and where do we get our keys to the property?
A: We operate a keyless entry lock system. This just needs a code number that we will supply before your arrival. If this fails, then keys can be obtained from the management company. Full details of which will be supplied before your stay.

Q: How do I get to your home?
A: Directions to the management company will be E-Mailed to you on completion of your booking. After checking in, they will give you your instructions to your home.

Q: When we rent this house, how do we know where the house is and how to get there?
A: Upon booking your stay, and, upon receipt of the Deposit, you will be sent instructions and directions, to the Management Company, which is approximately a 30 minute drive from Orlando airport (a very simple route) and it is on the way to Emerald Island. They will give you your keys and directions to your home.

Q: What do I need to bring?
A: Our home is fully furnished and includes all amenities, including linens and towels. You only need to bring clothing and personal hygiene items. Bring some beach towels for the beach or water parks.

Q: Is the neighbourhood safe?
A: YES most definately! Despite the huge numbers of tourists arriving in the Orlando and Kissimmee area, this is a safe neighbourhood. Of course it would be silly not to take precautions, like keeping the home door locked when you all leave. We think that you will find Emerald Island Resort relaxing, trouble free, safe and secure, day and night.

Q: What sort of temperature can we expect?
A: Take a look at our weather page for the sunshine state

Q: What is there to do if it rains?
A: If it rains, you can either enjoy the facilities at your home or the club house. If you have some money left, go shopping, you are spoilt for choice!

Q: Is there a minimum stay?
A: No! If stays are less than 7 nights, there is an additional one off charge for the extra cleaning of 50 / $75. This will be added to the rental.

Q: Is the pool heated?
A: Yes. For an additional charge the pool heat will be turned-on. Keep in mind that the pool faces south, so you'll have sun all day long, even in the winter. Heat is not needed normally during the months of April through October. A pool blanket is provided and we request, that this is used to help retain the heat when the pool is not in use, this also helps when heating the pool.

Q: If we need the pool heated after we arrive, can it be turned on?
A: The management company will not turn the pool heating on without our permission. Therfore, if you think you may need the pool heated, please let us know beforehand, so we can inform the management company.

Q: How deep is the pool?
A: The pool is 3 feet (0.9m) at the shallow end and 5½ feet (1.6m) at the deep end.

Q: Is the pool private?
A: We have planted hibiscus shrubs at the sides of the screen to provide some shade and privacy. This picture shows how private the pool is

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During your stay

Q: What happens if we have any problems or questions during our stay?
A: We have a local management company on call 24/7 to take care of you. Their contact information will be E-Mailed to you on receipt of your Deposit.

Q: Do you supply towels for the home?

A: We supply both hand and bath towels for all three bathrooms. We also supply pool towels for the pool area, enough for ten people.

Q: What happens if we damage or break something?

A: We understand that accidents do happen. Before each guest arrives, our management company will inspect our home and have an inventory and list of information regarding your rental home. If you break something, we expect you to report it to the management company, so they can resolve the problem during your stay. If you do not report this, and our cleaning personnel discover damage after you leave, we may then have to use your deposit to pay for this damage. We ask you to be honest and report any damage to our management company. Depending on what the damage is, you may even not be charged.

Q: Who looks after the property and pool etc?

A: The property is maintained by our management company. During your stay, don't be alarmed if someone calls to clean the pool or cut the grass etc. If there is a problem, their telephone number is in the folder provided.

Q: Are there any supermarkets nearby?

A: There is a Publix supermarket about 1 mile drive from the entrance of Emerald Island. Nearer still is a large supermarket at Formosa Gardens which is a little more expensive than the Publix.

Q: What should we do if we are lost?

A: If you are lost the best thing to do is find the nearest petrol station and ask for directions.

Q: How will we pay for the pool heating if the pool is switched on after we arrive?

A: If your stay is less than 7 days, we will take the cost out of your security deposit. More than 7 days you will have to pay the management company the total amount.

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After your stay

Q: What do we do with the keys to the home at the end of our vacation?
A: We operate a keyless entry system. If the keyless entry lock fails, then you would have been supplied keys from the management company. Simply return them to the management company after your stay.

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SECRET KEY COVE - EMERALD ISLAND - KISSIMMEE - FLORIDA - FL 34747 - USA
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