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Frequently Asked Questions




The following answers cover the most frequently recurring questions. If, however, you have a specific query which is not covered, either below or in our Booking Terms and Conditions, please feel free to telephone or email us.


Q) How do I know what amenities and facilities each property offers?

A) When you find a property on the property menu that looks as if it will suit your requirements click on it. This will bring up a comprehensive specification sheet with locations, description and a full list of amenities. Should there be anything of specific importance for you please don`t hesitate to check with our holiday lettings team.


Q) What do I need to bring?

A) As Poole`s Premium Holiday Lettings Agent, we pride ourselves on our attention to detail. We offer comprehensively-furnished properties, fully cleaned ready for your arrival. All linen and towels are provided, including complimentary beach towels, but we do expect them to be left in the property when you vacate! Should you wish to purchase a souvenir beach towel, you can do so from our High Street office.


Q) Is a welcome pack included?

A) Yes, most definitely! Our welcome pack includes tea, coffee, sugar, sweetener and milk sachets together with biscuits. In the fridge you will find a chilled bottle of white wine. We also include enough essentials to get you started such as toilet rolls, soap, dishcloths, bin bags, clothes washing tablets, and dishwasher tablets (where dishwashers are available).


Q) What about cleaning products?

A) A full set of cleaning products is left within the property for use during your stay. We kindly ask that you leave these in situ on your departure.


Q) Can I arrange a grocery delivery prior to arrival?

A) No problem! We suggest you arrange for a delivery slot between 11am and 1pm on the day of arrival. Just let us know your chosen store and delivery times and we will arrange to pop all the items away for you before you arrive. We do make a charge for this service - please enquire with our office for current rates.


Q) How do I reserve a property?

A) Once you have found a property on our website which suits your requirements and the website indicates that it is available, you can make a provisional reservation for that property for up to 7 days, by telephoning our lettings staff on 01202 683333. You must however complete and return the completed booking form, along with your payment, within 7 days, otherwise the property will be released.


Q) I have special needs or mobility impairment. How do I know the property will be suitable for me?

A) Every one of our properties has an accessibility statement prepared for it. These can be viewed by clicking "accessibility" on the individual property pages. Each page details the accessibility for wheelchair users, both into the property and within the property itself. A high proportion of our apartments offer convenient, step-free access with passenger lifts to each floor.

If you have a particular requirement that is not covered by the information in the accessibility statement please telephone a member of our lettings staff who will be happy to help.


Q) Can I bring my pet?

A) Most of our properties do not permit pets. There are however a small selection that will allow dogs, subject to a small charge to cover additional cleaning. Please look out for "pets allowed", where indicated on the individual property particulars. Alternatively use the specific search function under the `additional search criteria` section.

Please note that consent is still required at the time of booking, and at no time is a pet allowed to remain in any property unsupervised.


Q) How do I book, and when do you require payment?

A) Bookings can be made either directly through our online booking system, or by telephone to our lettings team on 01202 683333. We require cleared funds amounting to 25% of the total holiday cost at the time of booking, with the balance payable no less than 8 weeks prior to your holiday commencing. If your stay commences less than 8 weeks ahead of your booking date, the full amount is due immediately.


Q) Are there any card payment surcharges?

A) Unfortunately yes. We need to pass on the surcharge charged to us. Credit cards are 2%, business credit cards 3%, America Express 2.5% but for debit cards there is no surcharge. In addition, no surcharge applies for sterling cheque payments.


Q) Do you accept Euros?

A) We are delighted to advise that yes, Euro cheques are accepted. Payment must be made and cleared prior to the start of your holiday and there is a supplement of £10 (Euro equivalent) per cheque. Please enquire for current exchange rates.


Q) What happens if something is damaged or broken during my stay?

A) When we take the balancing payment for your holiday, we also ask you for a refundable damage deposit to cover damage, breakages, excess cleaning, or telephone call charges. The deposit is normally refunded to you within 2 weeks of the end of your stay with us. Should it prove necessary to withhold any part of your damage deposit we will send you a receipted invoice with the balance of monies due, explaining why it has been necessary to retain monies and quantifying the amount and cost.


Q) Who manages the properties in your portfolio?

A) The vast majority of the properties we offer are managed by Quay Holidays itself. We use our own maintenance staff, cleaning staff and supervisors, and our own linen and towels. This ensures that a consistently high standard of provision is maintained across the portfolio, and our staff are well acquainted with each property, making it easier to deal with any issues that arise.

Properties that are managed by owners are specifically noted on the accommodation particulars.


Q) Can I invite additional guests?

A) You are welcome to bring additional guests, provided that you notify us, and provided that your party does not exceed the number of bed spaces available within the property.


Q) What if I need to cancel my holiday?

A) In the unfortunate event that you are forced to cancel your holiday, payment for the accommodation would remain due. We therefore recommend that you take out holiday cancellation insurance. This is available at low cost from a number of sources.


In the event of a cancellation we will endeavour to re-let the accommodation and will return any recoverable monies less the booking deposit which is non-refundable and an administration charge of £30 plus VAT.


Q) What if I need to alter my booking?

A) If you need to change your dates, we will endeavour to help where we can, but any changes are only permitted with the written agreement of ourselves and / or the property owner.


Where bookings can be moved, we will charge an administration fee of £20.


Q) How will I find my holiday accommodation?

A) On receipt of your final holiday payment, prior to the commencement of your holiday, you will receive a copy of the ‘Arrival Details’ for your chosen property, through the post or by email.


This will also explain where to collect the keys from (usually Quay Holidays’ shop in the lower High Street) and directions to get you there.


Q) When can I arrive?

A) Access to your chosen property is available from 3.00pm on the day of arrival. Earlier arrival is not permitted since our cleaning staff need the time to fully clean and replenish the property for your holiday.


Q) What if I am arriving late?

A) Please let us know if you are likely to be arriving late (after 6pm when our offices close, or after 4pm on Sundays) or if you are delayed during travel. We can then make alternative arrangements for key collection.


Q) Who can I contact if I have an urgent problem?

A) Our telephone lines are answered 7 days a week from 9:30am until 10.00pm. If you have a serious problem, such as no water no power or you are locked out, then you can still call our 01202 683333 number for emergencies (where an alternative out-of-hours number will be provided) and we will be available to help. Do please refrain from calling between the hours of 10.00pm and 8.00am unless your call is genuinely urgent – we already work long hours and we all need our beauty sleep!


In the event of a fire, or a medical emergency please ring the emergency services on 999.


Q) Can I give feedback about my holiday?

A) Absolutely. We are keen to receive guests’ comments (good or bad) either by email through our website, or by writing your comments in the guest book which is kept in each property.


If you have an issue with any aspect of your accommodation whilst you are staying with us, please let us know as soon as possible so we have the chance to rectify matters for you.


Q) When do we have to depart the property by?

A) On the day of departure we request that all guests vacate their accommodation by 10.00am, in order to give our cleaning staff the best opportunity to ensure the property is ready for the next guests.


Q) How should the property be left?

A) We kindly request that guests leave the accommodation in a clean and tidy state, as it was found, with the washing up done and everything back in position. Our cleaners will be performing a full clean as soon as you vacate, but changeover time is limited. If the property is let in a particularly poor state we reserve the right to charge you for any additional cleaning that we deem necessary.


Q) What if I leave something behind?

A) Don’t panic, but do let us know as soon as you can. We have often posted favourite teddy bears or personal effects, and we will do whatever we can to help, making a charge for the postage and administration as appropriate.


Perishable or toiletry items will usually be disposed of but other items will be retained in our offices for 28 days prior to disposal.

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Quay Holidays, Orchard Plaza, 41 High Street, Poole, Dorset BH15 1EG
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