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.

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

When you’ve searched for a property and found one that looks as if it will suit your requirements, click on it. This will bring up a comprehensive specification sheet with location, description and a full list of amenities. Should there be anything of specific importance to you please don’t hesitate to check with our holiday lettings team.

What do I need to bring?

As Poole’s Premier Holiday Lettings Agent, we pride ourselves on our attention to detail. We offer comprehensively-furnished properties, fully prepared 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.

Is a welcome pack included?

Yes, most definitely! Our welcome pack includes tea, coffee, hot chocolate, sugar  and milk sachets together with local biscuits and nuts. 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).

What about cleaning products?

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.

Can I arrange a grocery delivery prior to arrival?

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.

How do I reserve a property?

Once you have found a property on our website which suits your requirements and the website indicates that it is available, you can either make your reservation following the online instructions or, if you prefer, you can call the Quay team on 01202 683333 to reserve your chosen property.  Telephone lines are open 7 days a week until 10pm. Provisional reservations (subject to availability) may be made by telephoning the Quay team. These can be held for 24 hours only.

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

Accessibility statements are prepared for all properties. These can be viewed by clicking on the ‘Access Statement’ box on the individual property page. The report details the accessibility for wheelchair users or those with mobility impairments, 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.

Can I bring my pet?

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 the ‘pet symbol’ indicating that pets are permitted – these are found on the individual property pages. Alternatively use the specific search function on the property search page.

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.

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

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.

What payment methods are accepted?

Debit, credit and American Express cards are all accepted online, over the telephone or in person. In addition payments can be made by sterling bank transfer or cheque. All payments must have cleared prior to the booking commencing.

Are there any card payment surcharges?

There are no surcharges for card payments.

Is a damage deposit required?

Quay operates a Damage Deposit Waiver scheme where for just £6 per person (including VAT) the payment of a damage deposit is waived. The waiver provides cover for small damages or breakages, or excess cleaning up to the value of the deposit. (Unfortunately the waiver is not available for stays over one month).The waiver is automatically added at the time your booking is made.

Alternatively, a refundable damage deposit of £200 per booking is payable (or £500 for stays over one month). Should you prefer to pay the higher damage deposit instead, just ask the Quay Lettings Team to adjust your booking details accordingly. This is usually refunded within two weeks following your departure.

Full details of Damage Deposits / Waivers are contained in the Booking Terms.

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

The damage deposit wavier will provide cover for small accidents or extra cleaning.

Should you have chosen to pay the refundable damage deposit instead, any breakages or excess cleaning will be deducted from your deposit and a summary sent to you when the balancing amount is refunded.

Full details of damage deposits are contained in the Booking Terms.

Who manages the properties in your portfolio?

The vast majority of the properties we offer are managed by Quay Holidays itself. We use our own directly-employed maintenance staff, cleaning staff and supervisors, and provide 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 managed by their owners are specifically noted on the accommodation particulars.

Can I invite additional guests?

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

The security damage deposit waiver will need to be applied for additional guests.

What if I need to cancel my holiday?

In the unfortunate event that you are forced to cancel your holiday, the 25% accommodation deposit is non-returnable. If the cancellation is within 8 weeks of the holiday commencement date the full accommodation cost remains 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, if successful, will return any recoverable monies less the 25% booking deposit which is non-refundable and an administration charge of £60 inc VAT.

What if I need to alter my booking?

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 £30 inc VAT.

How will I find my holiday accommodation?

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 by email (or post if requested). This will tell you where to collect keys from (usually Quay’s offices in Poole Old Town), onward directions to your chosen property, car parking arrangements, access codes etc.

Do please remember to bring ID (photo and address) with you on arrival for the lead guest who booked the accommodation. We will need to verify this before handing out keys.

When can I arrive?

Access to your chosen property is available between 3pm and 6pm on the day of arrival (3pm to 4pm on Sundays). Earlier arrival is not possible since our cleaning staff need the time to fully clean and replenish the property for your holiday.

Please remember to bring ID (photo and address) for the lead guest with you on arrival. This needs to be verified before we can hand out keys.

What if I am arriving late?

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.

Full payment must be made and ID documents provided in advance of collecting keys.

Who can I contact if I have an urgent problem?

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 medical emergency please ring the emergency services on 999.

Can I give feedback about my holiday?

Absolutely. We are keen to receive guests’ feedback 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.

When do we have to depart the property by?

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.

How should the property be left?

We kindly request that guests leave the accommodation in a clean and tidy state, with the washing up done and everything back in position. Rubbish must be disposed of in the outside bins appropriately.  Our cleaners will be performing a full clean as soon as you vacate, but changeover time is limited. If the property is left in a particularly poor state we reserve the right to charge you for any additional cleaning that we deem necessary.

What if I leave something behind?

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.

What if I have a complaint?

We hope you won’t have cause for complaint, but any complaint received is taken seriously. If the issue arises during your stay, do please tell us about it as soon as possible, and we will endeavour to remedy the issue for you. Please notify us by telephone on 01202 683333 or in person. If you do not feel we have resolved matters to your satisfaction, do follow up any unresolved complaint in writing. Quay’s full Complaints Handling Procedure can be found in the booking terms.