COVID-19 Frequently Asked Questions
With the uncertainty of the coronavirus (COVID-19) throughout the world, Orlando theme parks and some Orlando hotels accommodations have temporarily closed. We are working hard to take care of the needs of our guests as well as our team members. This situation is closely monitored from local and national levels under the guidance of health agencies. Below are some frequently asked questions if you think your trip might be affected during this time.
Frequently Asked Questions
Have your hours changed?
Temporarily, our staff is working remotely from home. Due to this, we have adjusted our hours in the interim to Monday-Friday 8 AM-5 PM Eastern time. Our agents are still reachable by phone at 1-800-641-4008 or you may email us at firstname.lastname@example.org.
Are Orlando attractions closed?
Most Orlando attractions are closed. Disney World and Universal Studios Orlando will remain closed until March 31, 2020. Smaller Orlando attractions will remain closed until further notice, but typically follow the timeline of the larger attractions in the area.
Can I change my hotel or vacation home rentals reservation?
With the Orlando attractions closed until March 31, 2020, guests can definitely change their dates for a later time. Our company is waiving the change fees to accommodate guests in a more flexible manner. Just give our reservations department a call at 1-800-641-4008 and one of our agents will be able to modify your dates. Our office hours have temporarily changed as our team is working remotely from home from 8 AM-5 PM Eastern time Monday through Friday. You may also email us at email@example.com.
Can I change my theme park tickets order or Orlando Vacation package order that has tickets?
With the attractions closed until March 31, 2020, the major Orlando attractions are allowing some flexibility as well on the tickets. If you already have your Disney World tickets that are date specific in your possession and are affected through March 31, 2020, Disney is allowing guests to exchange these tickets at the gate at no extra charge at a later date as long as they are used before December 20, 2020. Any date specifics after March 31st can still be exchanged at the gate for a later date, but may be at an extra cost. Other attractions typically ave an expiration date on the tickets that is good 365 days after purchase that you can still use at a later date without having to exchange them. If you have not paid for your tickets yet and still want to change your dates, please speak with our reservations team as they can modify your ticket order with no change fee. If you have further questions about your ticket order, please call our reservations department at 1-800-641-4008 as one of our agents will be happy to assist you.
What if I need to cancel my reservation?
If you need to cancel your reservation affected by the coronavirus (COVID-19) and not sure when you will be able to reschedule your trip, we can cancel your reservation. Our accounting department is working diligently to handle cancellations and changes to guests’ reservations. If you need to cancel, we will send you a $50 voucher that you can use to rebook one of our partner hotels or Orlando vacation homes. Our reservations team will happily apply this voucher to your order once you are able to rebook for your stay later in 2020.