Sterling
Vacation Homes
Vacation
Home Information
Question
01.
Is the vacation home I see on the internet the one
I get?
02. Is there a fully
equipped kitchen in the vacation home?
03. Is there a phone
in the vacation home?
04. Can I make
long distance calls from the villa?
05. Can I access the internet
from the villa?
06. What entertainment
is provided at the vacation home?
07. Is there a games
room?
08. What is in the games
room?
09. Do we have to pay
extra for any equipment in the vacation rental?
10. Does the vacation
home have a washer and dryer?
11. Are linens and towels
provided?
12. Are the vacation
homes Non-Smoking?
13. Are the vacation
homes air conditioned and heated?
14. Are the vacation
properties fenced?
15. Is there a barbeque
at the vacation home?
16. Is there baby equipment
at the vacation home?
17. Is there anything
I should know about the security at the villa?
18. Can I adjust the
temperature inside the vacation home?
19. What happens if the
power/hydro goes off?
20. What if we forget
something at the vacation home?
21. Can we move furniture
in the villa?
22. Are there medical
services near the vacation homes?
23. Can I receive regular
mail at the vacation home?
24. Where is the nearest
Post Office?
25. Do you have Terms
and Conditions?
26. What is the purpose
of the security deposit?
27. What if I find damage
to the villa that I have not caused?
Pool
and Spa
01.
Are the pools heated?
02. What do I need to
know about the pool and spa?
03. Why can opening
the doors to the pool deck set off an alarm?
Baby
Equipment
01.
Do the villas provide items needed for families with
babies and children?
02. What baby equipment
is available at each vacation home?
Local
Management Company
01.
Who do I call if I have a question about the villa?
02. Is your management
company local?
03. What if something
is wrong with the villa or I have an emergency?
04. What if something
is wrong with the vacation home and I am unable to
reach the property manager?
Vacation
Home Cleaning
01.
Are the vacation homes cleaned daily?
02. Can the vacation
home be cleaned during our stay if we choose?
03. Do I have
to do or clean anything before checking out?
Is
the vacation home I see on the internet the one I
get?
Yes, what you see is exactly what you get. All the
photographs you see on the website and in the villa
floor plans are of the villa exactly as it is. We
upgrade our villas on a regular basis to ensure that
all appliances and amenities are in good condition.
As we do so, we take new pictures and update our website.
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Is
there a fully equipped kitchen in the vacation home?
Yes, every villa kitchen has a fridge/freezer, electric
stove (range), dishwasher, one or more microwaves,
slow cooker (crock pot), two coffee makers, two toasters,
electric kettle, electric blender, electric mixer,
cooking utensils, pots and pans, large mixing bowls,
serving dishes, cutlery and dinnerware, children's
dishes and children's cups…
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Is
there a phone in the vacation home?
Yes. You can make and receive calls.
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Can
I make long distance calls from the villa?
Our vacation homes offer free long distance calls
in Continental United States, Canada, Hawaii, Puerto
Rico, Guam, US Virgin Islands, Alaska, and North Marian
Islands. And of course local calling is also free.
You do not need to dial anything special; just use
the phone like you would use your phone at home.
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Can
I access the internet from the villa?
All our villas are equipped with high speed wireless
internet. You bring along a computer with a wireless
network card, and we provide you with the passwords
needed to connect to our wireless network which provides
an open, high speed connection to the internet. You
can collect email from your regular email server wherever
it is in the world and surf the net just as you do
from your home or office. Although we cannot provide
you with technical support it is very easy to connect
and we do provide you with an instruction sheet if
you are not familiar with it.
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What
entertainment is provided at the vacation home?
For young children there are books, toys, videos and
DVDs. For older children, teenagers, and adults there
is either a PS2 with games or an XBox with games,
a full sized slate pool table, an air hockey table,
foosball table, videos, and DVDs.
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Is
there a games room?
Yes, all our vacation villas have a games room equipped
with a full sized slate pool table, seven foot air
hockey table, and foosball table.
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What
is in the games room?
The games room is your own private entertainment center.
Each vacation home's games rooms has a full sized
slate pool table, seven foot air hockey table, and
foosball table. You do not need to put money in any
items to use them.
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Do
we have to pay extra for any equipment in the vacation
rental?
No, everything in the home is available for your use
free of charge. The only thing that is not accessible
is the owner's closet which is used by the owner for
home maintenance.
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Does
the vacation home have a washer and dryer?
Yes, each villa has a full size washer and dryer for
your use.
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Are
linens and towels provided?
There are two sets of linens for each bed and ample
towels for bathing and pool use. Each vacation home
is equipped with a super capacity washer and dryer
for your convenience if you have need.
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Are
the vacation homes Non-Smoking?
Yes, all our villas are strictly non-smoking. No smoking
is allowed in any part of the home.
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Are
the vacation homes air conditioned and heated?
Yes, all our villas have central air and heat.
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Are
the vacation properties fenced?
Yes, all of our vacation homes are fenced for your
privacy.
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Is
there a barbeque at the vacation home?
Yes, each vacation home has a gas barbeque. You just
call the property manager if you need a new tank of
gas.
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Is
there baby equipment at the vacation home?
All our vacation villas come complete with everything
you will need when travelling with children. We provide
all children's items free of charge. Our standard
children's items include; at least 3 strollers (1
double stroller and 2 single strollers), 3 high chairs,
3 booster seats, 3 Pack'n'Plays (playpens), 2 bedrails,
baby monitor, plus toys, and books. Please use these
items as needed throughout your stay. When you depart,
please return all these items to their place.
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Do
I need to ask in advance for the baby equipment?
No, there is no need to ask in advance for baby equipment.
You will find the baby equipment throughout the vacation
home.
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Are
beach/pool towels provided at the vacation villa?
Yes, beach towels are provided at each vacation home.
The towels are usually kept in the pantry for easy
access on your way to the pool area. The beach towels
must not be removed form the vacation home.
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Are
all the bathrooms full in each vacation home or are
there any half bathrooms?
Every bathroom in each vacation home is a full bathroom.
This means that each bathroom includes at least one
sink, one toilet, and either one tub/shower combination,
or a separate shower and tub.
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Is
laundry soap and fabric softener provided?
No, as a rule there is no laundry soap or fabric softener
provided, however the cleaning staff has been instructed
to leave any such products in the villa that have
been left by previous guests for future guests to
use.
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Is
there a security system at the vacation home?
Yes, there is monitored security at all our villas.
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Is
there anything I should know about the security at
the villa?
Always keep in mind that the there are people out
there who will take advantage of you for profit if
they can. You are more vulnerable to theft and foul
play when you are traveling so travel smart. Always
lock your car and the vacation home even when you
are inside. Don't leave large sums of money lying
about or make a show of having any, and if possible
try to carry less cash and more plastic for spending.
Try not to advertise the fact that you are unfamiliar
with your surrounds and you will be less likely to
attract the attention of thieving opportunists. If
you don't look vulnerable then you won't attract negative
attention. Nothing puts a damper on a great vacation
like having your rental car ransacked and your wallet
or id stolen. And please take extra care watching
over your children. Florida is a magical place and
children easily forget themselves in their excitement
and wander from parents. Please take extra care.
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Can
I adjust the temperature inside the vacation home?
The Air-Conditioner and Heater are set to standard
room temperature which is 72 degrees Fahrenheit (21
degrees Celsius.)
Keep
in mind that temperatures are naturally warmer in
Florida and if you are coming from cooler climates,
which for most of us is the reason we are vacationing
in Florida, then you will feel the heat more for the
first few days. This means you will be tempted to
turn the air conditioner temperature as low as you
can. Please don't do this!
DO
NOT SET THE AIR CONDITIONER BELOW 72 DEGREES FAHRENHEIT.
The
air conditioning unit will freeze up if turned below
72 degrees Fahrenheit and will completely shut down.
When this happens the air conditioning unit becomes
clogged with a large block of ice and will not function.
The inside of the house will get very hot.
When
the Air conditioner freezes it has to be serviced.
Until it can be serviced the house will be hot. It
can take time to schedule a repair service.
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What
happens if the power/hydro goes off?
Occasionally the power goes off in Florida for no
apparent reason at all. Please do not worry. The power
company usually resolves the situation quickly, within
a few hours. Please notify the property management
and also please call Sterling Vacation Homes. Due
to the way the Florida power grid works homes are
not linked together in a long line so the neighbouring
homes may have power while you do not or vice versa.
This does not mean that this is the only home without
power. Often, just one home here and there goes out
throughout a number of communities when there is a
problem. Please understand this does not mean that
we have not paid our power/hydro bill. We actually
maintain a minimum one month credit with all our utility
providers to avoid disconnection problems resulting
from late payment. If any utility service is not functioning
it is the result of malfunction and needs to be reported
promptly.
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What
if we forget something at the vacation home?
Please have a responsible adult check the entire home
and pool area prior to checking out. Make sure you
check every dresser draw, night table drawer, closet,
under all beds, and the pool area. Our management
company does their best to help locate lost items.
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Can
we move furniture in the villa?
All the furniture and TV's must not be moved. We have
ample furniture and TV's in every bedroom and living
room to accommodate a maximum number of guests in
the most organized way possible for each villa. Moving
furniture will damage the furniture and the floor
surfaces and may result in charges for damage.
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Are
there medical services near the vacation homes?
Yes, we recommend NTC Urgent Care Centers. There are
also hospitals in Kissimmee, Clermont, and Orlando.
We have been very pleased with the accessibility of
NTC Urgent Care Centers. Of course, if the situation
warrants, please call 911 for emergencies.
NTC
Urgent Care Centers
Specializing in Non-Life Threatening Injures and Illnesses:
" Cuts and Scrapes
" Cold and Flu
" Sore Throats
" X-ray and Lab
" Migraines and Acute Pain
" Sprains and Fractures
" And More…
OPEN
365 DAYS A YEAR
www.NTC-UrgentCareCenter.com
Location #1
Four Corners
1503 sunrise Plaza
Clermont, Florida 34714
352-243-3555
Located
on Hwy 27 just 1 mile north of Hwy 192 (on the east
side of the road)
Location
#2
Clermont
1371 Citrus Tower Boulevard
Clermont, Florida 34711
352-394-2205
Can
I receive regular mail at the vacation home?
Regular postal service is not available to or from
vacation rentals. If you need something sent to you
or need to mail or send something while you are at
the villa you must use a courier service that picks
up or delivers directly to your door. Use either UPS
or Fed Ex. These Couriers will deliver to and from
the vacation home.
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Where
is the nearest Post Office?
The closest postal store to the vacation rentals is:
Pak
Mail - Store # 307
14900 East Orange Lake Boulevard
Kissimmee, Florida 34747
407-238-9096
407-238-9560
http://www.pakmail.com/store/storeInfo.asp?storeNo=US307
Pak
Mail is located in the Orange Lake shopping center;
the same mall as the Publix grocery store that is
closest to Disney. The Orange Lake shopping center
is on the north side of Hwy 192.
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Do
you have Terms and Conditions?
Yes. Our Terms and Conditions can be viewed on our
website and copies can be made available upon request.
It is assumed that all guests have made themselves
familiar with these and accept them. We are available
to answer any questions you may have.
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What
is the purpose of the security deposit?
The security deposit is a sum of currency collected
from guests prior to their arrival and held in trust
by Sterling Vacation Homes against damage to its villas
and property. If a security deposit is collected from
you it will be returned to you promptly after your
departure as long as there has been no damage done
to the villa. Damage, accidental or willful, beyond
what may be considered normal wear and tear will be
deducted from the security deposit before it is returned.
If the damage exceeds the amount of the security deposit
collected you may be billed the difference.
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What
if I find damage to the villa that I have not caused?
We inspect the villas carefully between guests and
if there is any damage we normally will have seen
and repaired or replaced the damaged item before your
arrival. If, however, you arrive at the villa and
notice anything that is damaged or out of place, please
call right away so that your party is not confused
with those responsible and so that we can ensure that
you are able to enjoy all the villa has to offer.
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Pool
and Spa
Are
the pools heated?
All our villas have heated pools and spas. For the
summer months the heater is only needed for the spa,
so there is no additional charge. But for winter,
heat is needed, and during spring and fall, even though
the days are often warm, the pool loses heat during
the cool nights and needs to be heated to maintain
a comfortable temperature. For winter, spring and
fall there is a minimal pool heating charge.
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What
do I need to know about the pool and spa?
The pool and spa is professionally maintained. You
need only turn on the spa timer to activate the spa
when desired. The pool will heat itself and self regulates
temperature. Never touch the valves or pool equipment
or any controls other than the spa timer located inside
the screened in area. The valves and controls are
sensitive and if touched the pool or spa may easily
cease to function properly. Unfortunately, resetting
the equipment requires a service call and this may
delay your enjoyment of the pool. If you think the
pool is not functioning properly please call the property
managers and they can make any adjustments if necessary.
Please keep in mind that when you are outside in the
hot Florida sunshine in 90 degree plus weather, even
a warm pool will feel cooler than you and may seem
like it is not warm, but once you get in you will
notice how refreshing and comfortable the temperature
is.
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Why
can opening the doors to the pool deck set off an
alarm?
Florida law requires that all doors leading out to
pools have an alarm that sounds if the door is open
without first pressing a "pass" button.
This button is placed high beside the door so that
young children cannot reach it. If you open a door
to the pool without pushing this "pass"
button, the alarm will sound. The alarm is very loud
and startling if you forget to push the button but
this alarm saves lives! Children will go out to the
pool without supervision and can drown very quickly.
The alarm can take a bit of getting used to and will
probably startle you and your family a few times during
your stay when one or another of you forgets to push
the button, but the alternative to having the alarm
for protection is the life of your child. Under no
circumstance is it permitted to disconnect this alarm.
It is against the law and also an act of vandalism
since it can be difficult and costly to repair. But
most of all it puts your children at grave risk and
the children of families that come after you. In 2006
a family vacationing in a villa in the nearby community
disconnected their pool alarm because they found the
alarm annoying and their two year old baby girl wandered
into the pool and paid for her parents' selfishness
with her life. We take tampering with the pool alarm
very seriously.
For
more information on the pool and spa please view "Pool
& Spa Information"
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Baby
Equipment
Do
the villas provide items needed for families with
babies and children?
Yes. Our villas are stocked with most of the items
needed for babies and children. We try to provide
as much as possible so that you do not have to travel
with these items. For a complete list of children's
amenities please look at each villa's children's amenities
sections.
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What
baby equipment is available at each vacation home?
Dolphin
Springs Vacation Home
3 high chairs
3 Pack'n'Plays
2 toddler beds
1 double stroller
2 single strollers
baby monitor
bed rail
Forest
Springs Vacation Home
3 high chairs
3 Pack'n'Plays
1 double stroller
2 single strollers
baby monitor
bed rail
Captain
Nemo's Vacation Home
3 high chairs
3 Pack'n'Plays
1 toddler bed
1 full size crib
1 double stroller
3 single strollers
baby monitor
bed rail
Formosa
Springs Vacation Home
3 high chairs
3 Pack'n'Plays
2 toddler beds
1 full size crib
1 double stroller
3 single strollers
baby monitor
bed rail
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Local
Management Company
Who
do I call if I have a question about the villa?
If you have any questions before your arrival date
please refer to these questions and answers. If your
question is not answered here or you need further
clarification please call Sterling Vacation Homes
at one of the numbers provided in the contacts page.
(insert link to contact page) If you are already at
the villa please call the property managers to address
any questions or concerns. You will find their contact
info in the check-in instructions sent to you prior
to your arrival and in the guest info book located
in the villa.
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Is
your management company local?
Yes, our property managers are local. They have been
managing vacation homes for over fifteen years and
have been managing our homes for over 3 years now,
since February 2003. They live and work in the local
area. Prior to your arrival at the vacation home you
will be provided with the telephone number necessary
to contact the management company located in Orlando,
Florida.
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What
if something is wrong with the villa or I have an
emergency?
If you have a serious health or safety emergency please
call 911. For other emergencies or problems with the
villa please contact the property managers.
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What
if something is wrong with the vacation home and I
am unable to reach the property manager?
Please call Sterling Vacation Homes at our toll free
number 1-888-498-1757. You can either speak to us
or leave a message. We are often available evening
and weekends and check our messages daily and we will
do our best to correct the situation.
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Vacation
Home Cleaning
Are
the vacation homes cleaned daily?
No, the vacation homes are cleaned before your arrival
and after your departure. For extended stays maid
service is available upon request for an additional
cost.
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Can
the vacation home be cleaned during our stay if we
choose?
Yes, our cleaning staff can arrange for a mid week
clean or a mid stay clean. This extra cleaning is
not included in the home rental cost but we can provide
this service for an additional fee. The cost for cleaning
varies depending on the villa. Sterling Vacation Homes
can advise you of the price for this service.
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Do
I have to do or clean anything before checking out?
The most important thing to do before checking out
is to go through the villa methodically to ensure
that none of your personal items are left behind.
Things like watches, jewelry, eyewear, passports,
electronic devices like cameras, MP3 players, CD's,
DVD's, keep sakes, souvenirs etc… are all very
easy to leave behind. Check under beds, in drawers,
between sofa cushions, on the pool deck on night tables,
in the dryer… It would be great if you could
run a load of dishes through the dishwasher, strip
the beds and throw all the linens and towels near
the laundry room, run a load of towels or linens through
the washer and remove the garbage from the villa.
The villas are large and have to be entirely cleaned
between guests in just a few hours so those few things
make a big difference and give us a head start. And
please ensure all the windows and doors are closed
and locked. It is also very helpful if you leave a
message with the property managers letting them know
you have checked out.
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