QUAY HOLIDAY LETTINGS BOOKING TERMS AND CONDITIONS Updated May 2026
Please take a moment to read these Booking Terms and Conditions carefully. These terms describe our booking policies, payment procedures, and clarify the contractual relationship between you and the property owner. We appreciate that it might be tempting to skip, but these are important and form part of your engagement with us.
If you have any questions or require assistance, please contact us at clare@quaylets.co.uk or 07580 551336.
2.1 We act solely as a disclosed booking agent on behalf of the property Owner.
2.2 The contract for the provision of accommodation is between you and the Owner. Quay Lets is not a party to that accommodation contract.
2.3 All payments you make to us are received by us as agent for the Owner.
3.1 A binding contract is formed when: (a) you complete the booking process; (b) the required deposit (or full payment) has been received and cleared via Holiday Rent; and (c) we issue a Booking Confirmation by email.
3.2 The Lead Guest must be at least 18 years of age.
3.3 You must not exceed the maximum occupancy stated in the Booking Confirmation. 3.4 Arrival is normally from 4:00pm and departure by 10:00am unless otherwise stated.
4.1 All payments are processed securely through Holiday Rent in GBP.
4.2 Booking Fee A non-refundable Booking Fee is added to all bookings. This covers our administration and payment processing costs and will be clearly shown before you confirm your booking.
4.3 Deposit A non-refundable deposit of 30% of the total holiday cost (excluding the Booking Fee) is required at the time of booking.
4.4 Balance Payment The balance is due 8 weeks before arrival. Bookings made within 8 weeks of arrival require full payment at the time of booking.
4.5 It is your responsibility to ensure all payments are made on time. If the balance is not received by the due date, we reserve the right to cancel the booking, retain all amounts already paid, re-let the property, and pursue any outstanding balance plus interest at 8% per annum.
5.1 A refundable Security Deposit (typically £200–£500) is required. The exact amount will be stated on your Booking Confirmation.
5.2 It is held against damage, loss of items (including keys and access devices), excessive cleaning, or breaches of these terms.
5.3 The deposit will be pre-authorised on your card at least 7 days before arrival.
5.4 It will be refunded via Holiday Rent within 14 days of departure, less any valid deductions. You remain liable for any costs exceeding the deposit.
6.1 Cancellations must be notified in writing (email to clare@quaylets.co.uk). The cancellation takes effect on the date we receive your notice.
6.2 More than 8 weeks before arrival You forfeit the 30% deposit and the Booking Fee. No further payment is due.
6.3 8 weeks or less before arrival You are liable for the full holiday cost.
6.4 Re-letting We will endeavour to re-let the property. If we successfully re-let it, you will receive a refund of amounts paid less:
6.5 We strongly recommend comprehensive travel and cancellation insurance at the time of booking.
7.1 If the Owner cancels the booking due to property unavailability, damage, sale, or other unavoidable reasons, we will notify you as soon as possible. All monies paid will be refunded in full, and we will endeavour to offer suitable alternative accommodation of a similar standard (subject to availability).
7.2 The Owner may refuse entry or terminate the stay without refund if you materially breach these terms (for example, exceeding occupancy, unauthorised pets, smoking where prohibited, or causing nuisance).
7.3 In the event of cancellation due to events outside our control, the provisions in Section 12 also apply.
8.1 You must take good care of the property and leave it clean and tidy (fair wear and tear excepted).
8.2 Dispose of rubbish and recycling correctly. Incorrect disposal may incur a £30 charge.
8.3 Report any damage or breakages immediately. You are responsible for the full cost of any damage.
8.4 Do not cause nuisance or annoyance to neighbours. A minimum charge of £100 may be deducted for call-outs due to noise or antisocial behaviour.
8.5 Vacate the property by the agreed departure time.
9.1 Keep access codes, keys, and digital guides confidential.
9.2 Comply with all property-specific rules (these take priority).
9.3 Smoking and vaping are strictly prohibited unless expressly permitted.
9.4 Pets are only permitted if pre-booked and expressly allowed.
9.5 Use of amenities such as hot tubs, pools, and broadband is at your own risk and cannot be guaranteed uninterrupted.
10.1 Report any issues immediately during your stay (within 24 hours of discovery) so we have the opportunity to resolve them.
10.2 Post-stay complaints must be submitted within 14 days of departure with full details and supporting evidence.
10.3 We may act as intermediary between you and the Owner on a goodwill basis only.
11.1 We act only as agent and are not liable for the Owner’s acts or omissions.
11.2 Personal belongings and vehicles are at your own risk.
11.3 Nothing in these terms excludes or limits liability for death, personal injury, or our own negligence where we are legally responsible.
14.1 These terms are governed by English law.
14.2 These Booking Terms and Conditions supersede all previous versions.
A copy of these Booking Terms and Conditions will be provided to you by email with your Booking Confirmation.
By making your booking and payment via Holiday Rent, you confirm that:
These Booking Terms and Conditions were updated in May 2026 and supersede all previous versions.
