Guest Terms and Conditions

Booking Terms and Conditions for Quay Holiday Lettings (Quay Lets)

Bookings for holiday accommodation are accepted by Quay Holiday Lettings (referred to as "we", "us", or "Quay Lets"), acting as agent on behalf of the property owners (the "Owner"). These terms and conditions apply to all bookings made directly via our website, by phone, email, or through any other method.

1. The Contract

The contract is between you (the "Guest" or "Lead Guest") and the Owner of the property, with Quay Lets acting solely as booking agent. The Lead Guest must be over 18 years of age and is responsible for the entire booking party.

A binding contract is formed when:

• You complete the booking process (online or otherwise);

• You pay the required deposit (or full payment if applicable) via Stripe on our website; and

• We issue a booking confirmation by email.

Bookings are provisional until confirmed in writing by us. We reserve the right to refuse any booking at our discretion.

2. Payment Terms

All payments are processed securely via Stripe through our website.

• For bookings made more than 8 weeks before the arrival date: A non-refundable deposit of 30% of the total holiday cost is required to secure the booking.

• The balance payment is due 8 weeks prior to the arrival date.

• For bookings made 8 weeks or less before the arrival date: The full amount is payable at the time of booking.

• Email reminders for balance payments may be sent, but it is your responsibility to ensure payment is made on time, regardless of receipt of reminders.

• If the balance is not received by the due date, we reserve the right to treat the booking as cancelled by you, retain the deposit, and re-let the property. You will remain liable for any outstanding balance.

• Stripe may apply transaction fees, which are displayed at checkout and are non-refundable.

3. Security Deposit

A refundable security deposit (amount specified at booking, typically £200–£500 depending on the property) may be required. This is payable with the balance or at booking via Stripe and covers any damage, breakage, loss, extra cleaning, or breach of these terms.

• The deposit will be refunded via Stripe within 14 days of departure, less any deductions.

• You are liable for the full cost of any damage or loss exceeding the security deposit amount.

• Where a non-refundable damage waiver fee applies (property-specific), this replaces the security deposit but does not cover intentional damage or negligence.

4. Cancellation by You (the Guest)

• The 30% deposit is non-refundable in all circumstances.

• If you cancel more than 8 weeks before arrival: You forfeit the deposit. No further payment is due.

• If you cancel 8 weeks or less before arrival: The full holiday cost is payable, even if the balance has not yet been paid.

• We will endeavour to re-let the property. If successful:

  • You will receive a refund of amounts paid (less the non-refundable 30% deposit, any discounts applied to achieve re-letting, any Stripe transaction fees incurred, and a £50 administration fee).

  • If re-let at a lower rate, the difference will not be refunded.

• Cancellations must be made in writing (email accepted). The cancellation date is the date we receive your notice.

• We strongly recommend you take out comprehensive travel insurance covering cancellation, curtailment, and other risks from the time of booking.

5. Cancellation or Changes by Us

If we or the Owner must cancel your booking due to unforeseen circumstances (e.g., property becoming unavailable through damage, sale, or force majeure events such as flood, fire, or government restrictions):

• We will notify you as soon as possible.

• All monies paid will be refunded in full via Stripe.

• We will endeavour to offer alternative accommodation of similar standard (subject to availability and any price difference).

• Neither we nor the Owner will be liable for any further costs (e.g., travel expenses).

6. Arrival and Departure

• Properties are available from 4:00pm on the arrival day (unless otherwise stated).

• Properties must be vacated by 10:00am on the departure day.

• Late check-out or early arrival may be available by prior arrangement (additional charges may apply).

• Keys/access details will be provided upon full payment.

7. Your Responsibilities

You and all members of your party agree to:

• Take good care of the property and leave it clean, tidy, and in the same condition as found (reasonable wear and tear excepted).

• Report any pre-existing damage or issues within 24 hours of arrival.

• Report any breakages, damage, or loss immediately.

• Not exceed the maximum occupancy stated for the property.

• Not cause nuisance or annoyance to neighbours or other properties.

• Comply with any property-specific rules (e.g., no smoking, pet restrictions where applicable).

• Allow reasonable access for maintenance or inspection (with 24 hours' notice, except in emergencies).

• Secure the property when unoccupied and on departure.

• Dispose of rubbish correctly and clean any barbecue used.

• Pay for any additional cleaning, damage, or excess utility use required after departure.

Failure to comply may result in charges deducted from your security deposit or invoiced separately (payable via Stripe), and/or termination of your stay without refund.

8. Pets

Pets are only permitted where explicitly allowed and booked in advance (additional charges apply). Pets must be kept under control, not left unattended, and not allowed on furniture or in bedrooms. All traces must be removed on departure.

9. Complaints

Any issues must be reported immediately during your stay to allow us the opportunity to rectify them. Complaints raised after departure cannot be investigated or compensated.

Property descriptions are provided in good faith but accuracy cannot be guaranteed. We accept no liability for changes made by Owners or external factors (e.g., building works nearby).

10. Liability

• Quay Lets acts only as agent and accepts no liability for loss, damage, injury, or inconvenience arising from your stay, except where caused by our negligence.

• Personal belongings and vehicles are your responsibility.

• Use of facilities (e.g., hot tubs, pools, gyms) is at your own risk.

• We recommend comprehensive insurance for your party, including personal liability.

11. Data Protection

Your personal data will be processed in accordance with our Privacy Policy for booking purposes and shared only as necessary (e.g., with the Owner, service providers, or Stripe for payment processing).

12. General

• These terms are governed by English law.

• We reserve the right to update these terms; the version at the time of booking applies.

Acceptance of Terms By completing your booking and making payment, you confirm that:

• You have read and understood these Booking Terms and Conditions;

• You accept them on behalf of all persons in your party;

• You are over 21 years of age; and

• You agree to take good care of the property and leave it clean and tidy.

Contact

Questions? Email clare@quaylets.co.uk or call 07580 551336.

These Booking Terms and Conditions supersede all previous versions.