Frequently Asked Questions

• How will I know how to get into my unit?

  You'll receive a check-in email on the day of or before arrival with your door code. Simply enter it on the electronic keypad and head inside!

• Are Villatel's accommodations pet-friendly?

  Outside of service animals, pets are not permitted inside most Villatel accommodations. However, select units in select resorts are dog-friendly! Additional fees apply. Please inquire with the Guest Services team for more information on our dog-friendly units: 407-307-2794 or stay@villatel.com.

• What time do I need to check in and check out?

  On the day of arrival, check-in begins at 4PM. Check-out is at 10AM.

• Who can I contact during my stay for assistance or service add-ons?

  Our Guest Services team is at your service every day from 7:30AM - 10:30PM. Get in touch by phone or email and we'd be happy to help! 407-307-2794 or stay@villatel.com.

• Will toiletries and pantry basics be stocked when I arrive?

  Each bathroom features a starter kit of travel-sized soap, shampoo, conditioner, body wash, lotion, and a roll of toilet paper. Your home will also come equipped with a starter pantry kit, comprised of paper towel, garbage bags, dishwashing tabs, dish soap, a tide single load, and a stock of coffee/tea bags. Starter kits are only refilled with a purchase of our daily or mid-stay cleans.

• Are cleaning services available?

  Yes! You can add daily or mid-stay cleans to your reservation for an added fee. Get in touch to inquire about pricing and availability: 407-307-2794 or stay@villatel.com.

• Does the pool have a child safety gate?

  Yes, all of our pools are equipped with a child-friendly safety gate between the lanai and the pool area.

• Are the pools in the villas heated?

  Pool & spa heat is available for a daily add-on fee that varies depending on the pool's size. Once heated, pool temperatures are set to reach 82-86 degrees Fahrenheit; spas are set to reach 102 degrees Fahrenheit. Depending on the weather, it can take up to 24 hours to heat the pool, so it is recommended that you reserve pool heat in advance of your stay if you’d like to add this service.

• Will the spas be hot without pool heat?

  No, pool heat distributes heat to both the pool and the spa simultaneously; the spa will not be warm if pool heat isn’t turned on. Turn the manual timer on the lanai wall to turn on the spa jets and heat the spa up to 102 degrees Fahrenheit. When the jets are on, the heat will be directed toward the spa and away from the pool. Note that the spas are not “hot tubs”; they will not reach temperatures usually associated with hot tubs and cannot be heated on their own, separate from the pool.

• Will the pool stay heated in colder weather?

  ‘Cold fronts’ in the winter months (i.e. temps below 60 degrees) can cause the pool equipment to stop functioning; this does not constitute mechanical failure and refunds for pool heat will not be issued.

• Does every villa have a spa?

  Most 6+ bedroom units feature a spa, but we recommend that you check the listing details of your specific unit or reach out to our Guest Services team to confirm.

• What are the rules for departure?

  Before you check out of your villa, we kindly ask that you close all windows and lock all doors. Brownie points if you can help us out by turning off lights and fans, and leave the thermostats at 72+ degrees. You are welcome to leave behind unopened food and drink items; our housekeeping staff will deliver these to local churches/charities.

• Where can I find information on travel insurance?

  You can find information about travel insurance here: https://villatel.com/travel-insurance