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, a full list of amenities and the VisitBritain star rating. Each of our properties is VisitBritain assessed so that guests booking with us have confidence in both the quality of the accommodation being offered and the comprehensive level of fixtures and fittings.
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.
Alternatively you could make a culinary selection from Ocean Blue - a local company we have linked up with to provide top quality pre-prepared local produce. They offer snack platters, Dorset cream teas, breakfast boxes, picnics or full meals - all delivered directly to your chosen property. Please contact our office for further details.
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 4% 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 8 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.
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