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Frequently Asked Questions

We recently purchased some items online. Can we have them shipped to the hotel prior to our arrival and if so, is there a charge for this service?

The hotel will accept small packages approximately 7-10 days prior to arrival. The cost is $5.00 per package and will be charged to the suite when the guest picks up the package at the front desk.  Please put the same name on the shipping label that corresponds to the exact name on the reservation. Note that the hotel is not responsible for lost or damaged items when shipped to the hotel. 

Items lost or received after checking out will be returned at the expense of the guest through a prepaid shipping label. Please contact the hotel directly to arrange this service.

Can you guarantee a first floor suite, non smoking suite?

Unless you specifically reserve a handicap suite, we can only request a first floor suite. Please contact us by phone or email and we will note any special requests that you may have. We try to honor these request and will do our best based on the availability. All suites are non smoking. 

What if I arrive prior to the 4 pm check-in time?

With many of our guests travelling from international destinations,  we understand that sometimes your flight will arrive earlier than the check-in time.  In case your suite is not available early, we can secure your luggage at no charge and we will call you as soon as your suite is ready. Or, if you prefer, you can enjoy the pool area or visit one of our local restaurants.

Check-out time is 11 am. Late check-outs can only be arranged directly with the front desk during your visit. The minimum age to check-in is 21 years old and proper ID must be presented.

My credit card was authorized (or charged) prior to check-in. Can you explain your credit card policies?

All reservations must be made with a valid credit card. The hotel will authorize and hold up to one night's room and tax on the credit/debit card that was used at the time of booking. Debit cards will appear as an actual charge on your card. The debit or credit card used for any advance purchase reservation must be presented at check in. Please read the rate details prior to reserving your suite with us.

What are the shuttle times to the 4 Disney Theme Parks and Universal Orlando?

The shuttle times typically stay the same for the morning departures from the hotel and will vary slightly in the evening from the parks based on the seasonal closing times. With the schedule subject to change, please check back with us when you arrive so that you can plan your day accordingly. THIS IS A SAMPLE SCHEDULE ONLY AND PLEASE CHECK AT THE FRONT DESK UPON ARRIVAL (this schedule below is as of February 5, 2018) and is subject to change. 

Departure / Return
Animal Kingdom
Epcot
Hollywood Studios
Magic Kingdom
Universal Studios
Departs to Parks
8:10 am
9:35 am, 11:45 am
9:35 am
8:10 am, 10:35 am, 11:45 am
8:25 am
Returns to Hotel
Departs from Canopy: 5:30 pm, 8:15 pm
Departs from Lane #52 at: 3:55 pm, 7:15 pm, 10:00 pm
Departs from Lane #58 at: 5:45 pm, 8:30 pm**, 9:45 pm, 11:20 pm*
Departs from Lane C 06 at: 4:10 pm, 7:00 pm, 10:15 pm, 11:35 pm*, 12:50 am*
Departs from Universal Lane #57: 9:15 pm

* Applies only with late park closings. **Applies only with 7pm and 8pm park closings.

Please be aware that the Disney Shuttle buses may be delayed due to traffic. Extra buses will be available if needed.

Final Return Buses may arrive or leave late due to heavy traffic. We do not offer shuttle services for Disney Special Events. For any transportation needs or concerns, please call 407.467.1132. For wheelchair accessible vehicles, please call 24 hours in advance.

Is it possible to purchase attraction tickets including Walt Disney World at the hotel?

You can purchase tickets in advance or each morning at the hotel through our Guest Services Desk. If you would like some detailed information and prices, you can call the hotel directly  at 407.238.0777 and ask for extension 2152 or you can click here at Purchase Tickets Now