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Keystay Guest frequently asked questions, picture shows F A Q letters

Keystay Guest FAQ’s

What is included in the rental cost?
The rental fee includes enough linen and towels for the number of people detailed in your booking. The rental fee also includes all utilities (unless otherwise specified in the property details). A starter pack of basic cleaning products are provided for guests use, such as toilet cleaner, polish, dishwasher tablets, washing up liquid, some scourers and cloths. However, depending on the length of the booking and the use made of these provisions they might not last for the entire duration of your stay.


What happens if I cancel my booking?
A 30% non-refundable/non-transferable deposit is required to secure a reservation. The balance is payable 28 days before arrival and is non-refundable after the date it is due. If you wish to transfer your booking to another property, this will be treated as a cancellation and a new booking, the normal cancellation charges will apply. Each a href="http://keystay.co.uk/search.php#SO_BM.D_27945_All%20Destinations">property is owned by a different landlord. You can only switch your booking to another property with the property owner's agreement. You will be required to pay any difference in rental costs plus an administration charge of £10, providing we are able to make the changes. If the property owner is not in agreement then the normal cancellation rules apply. Please see our booking terms and conditions for cancellation charges. For any further assistance, please contact our office.


How much do I need to pay to secure the booking?
In order to secure your booking we ask that you pay an initial down deposit of 30% of the rental or booking cost. If your booking starts within the next 28 days, 100% payment will be needed.


I need to make changes to my booking
If you wish to make any alterations to your booking after it has been confirmed, such as your chosen departure date or the accommodation itself, then you must contact us by email as soon as possible. We will do our very best to make your changes though it may not always be possible. We are only able to change your booking to an alternative property with the permission of the landlord. If the landlord is not in agreement then the normal cancellation rules apply. Please note there is a £10 administration fee for changes to your booking.


What happens if you change or cancel my booking?
In the event that the holiday home you have booked becomes unavailable, due to circumstances beyond our control, then you will be offered alternative accommodation or a full refund. In the event that no suitable accommodation can be found for you then a full refund will be returned. Any refund is restricted to rental cost of the property and we are not liable for any associated expenses or cancellation charges for travel arrangements etc. We encourage all guests to take out holiday let insurance which should cover you for any expenses you may incur due to cancellation.


Do I need insurance?
It is recommended that you take out holiday let cancellation / travel insurance but this is your decision. Your insurance may cover you for cancellations by us, cancellations by you, expenses incurred due to relocation in the event of the property being unavailable due to essential property maintenance etc. It is your responsibility to ensure that any insurance cover is adequate for your particular needs.



What isn't included in the rental price?
The price of your rental does not include any holiday insurance or transportation to your holiday home. Neither Keystay nor the Property Owner accepts any liability for guests' possessions whilst in the holiday home, or refund of the booking cost due to accident or illness. Where there is a telephone at the property, telephone calls are not included in the price and must be paid for from your deposit if not agreed for during your stay.


How do I collect keys?
Arrival instructions and key collection instructions are different for each property. They are emailed to guests in advance of your stay & only after full payment has been received. Please follow the instructions as advised on your confirmation in order to arrange key collection. We recommend you take your booking confirmation with you, as it contains all the information required for your stay. Meet and greets outside of office hours may incur a small charge from the landlord's property management company, details of which are contained in the booking terms.


Where do I return keys?
Keys are left in the property when you leave; please follow the instructions given by your property manager. The usual instruction is that either the key is left in the property when leaving and the door pulled closed or the door is locked with the key and the key posted back through the door if a letterbox is available. Please note you may be charged for key or lock replacement from your Security Deposit if all keys are not left at the property. The property manager counts & checks that all sets of keys are left on departure at each property. Where multiple properties are booked together, you must remember to leave the keys at for each particular property


What payment methods do you accept?
We accept all major credit and debit cards via PayPal our preferred payment processing partner. If you do not have a PayPal account just select the second guest option to pay by credit or debit card. You also have the option to arrange to pay by bank transfer to our bank account Please request our bank transfer details and instructions


What are the check in & check out times?
Your contracted check In time is after 3pm with Check Out time by 10am unless otherwise stated or previously agreed with the booking agent.  These times allow for same day changeovers and property preparation.. Where possible the property manager will try to be flexible on these times but if we receive a last minute booking or there is an incoming or outgoing group on the day an early or late check out will NOT be possible . Please make sure your travel & flight times coincide with these times to avoid delays and misunderstandings. Early check in /check outs may incur additional fees ie a proportion of the nightly rate lost to cover the early check in or late check out. charge.


What happens if I want to arrive outside of office hours?
Please let us know in advance of your stay. A small fee may apply if the hour of arrival is deemed to require a staff member being paid extra, This especially applies to late arrivals.


What happens if there is damage to the property during my stay?
All damage must be reported immediately to the Property Manager or Keystay. The holiday home renter will be responsible for any damages to the property made during the stay. Most properties hold a Security deposit against damage and excessive cleaning. We reserve the right to charge your deposit for any damages sustained. 


What if I find damage upon arrival to my holiday home?
If upon arrival you notice damage to the property, to avoid damage being charged to your group's security deposit please call KeyStay immediately. Damage must be reported on the day of your arrival to the property manager or Keystay so that damage is not attributed to your group


When does my breakage deposit get returned?
Your deposit will be refunded /reversed back to you within 7 days of your departure. The payment will be made minus any deductions made for damages / excessive cleaning ( this is extremely rare as we are dependant on customer goodwill .


Parking information is listed under each property on the website and in your booking confirmation, some properties have parking included in the price, others have voucher parking. Other properties regrettably has no parking available, we provide links to NCP car parks or local car parks, parkopedia.com and park-up.com are good sources of information regarding parking near your holiday home. For those properties which have parking vouchers available, these must be booked and paid for in advance. Keystay accepts no responsibility for your parking arrangements.


All the properties are no smoking. Where there are outside areas you can smoke here but please use the ashtrays provided and keep noise to a minimum late at night. Regrettably if the cleaners or the property manager finds that guests have been smoking due to cigarette odours at the property after your check out, monies may be taken from your deposit.


What do I do in the case of an emergency?
You will be given your Property Managers number in case of any problems that arise at the property.
Should you make any unnecessary call out to the Property Manager or any other party then a call-out charge of £60 will apply. There is a welcome pack at each Keystay property with Fire safety instructions and important information, we recommend that you familiarise yourselves with any emergency advice.


Where do you store my information?
We secure all your information using SSL encryption, all the details are clearly stated in our Privacy Policy. This can be found at the bottom of every page of our website


Where can I find the Booking Terms of service?
Booking Terms & Conditions can be found at the bottom of this page.