FAQs
If your question is not answered below, please contact us for further details:
Call 07427 603678 or email angelmews@poolequayholiday.co.uk
Q) What standard is this property and who inspects it?
A) 5 Angel Mews is 4 STAR VisitBritain rated (May 2012) 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. Full Gas and Electricity certification has been done. PAT (portable appliance test) certification is all completed.
Q) How many people can 5 Angel Mews accommodate?
A) 5 Angel Mews sleeps 6 people in 3 double bedrooms. A 7th person can be accommodated on a z-bed in Master Bedroom only.
Q) Is there a high chair?
A) Yes we have a new high chair with safety straps for guests’s use.
Q) Is a complimentary welcome pack included?
A) Yes, most definitely! We always provide FAIR TRADE goods wherever possible. Our welcome pack includes tea, coffee, hot chocolate, brown and white sugar, sweetener and milk sachets together with biscuits and chocolate. 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, hand wash, dishcloths, bin bags, clothes washing tablets, and dishwasher tablets.
Q) Are complimentary toiletries provided?
A) Yes, we provide individually wrapped ; shower gel (2), shampoo (2), and soap (1) – per person.
Q) Is there Broadband?
A) Yes, you will have FREE wifi Broadband access throughout the whole property for your use during your stay.
Q) Is there a telephone?
A) There is no telephone provided at the property, however, there is excellent mobile phone reception at the property.
Q) What media facilities are there at the property?
A) Freesat TV receiver and flatscreen television which is fully hard-wired for BBC iPlayer, surround sound system, CD & DVD player.
Q) What will I need to bring?
A) Just your suitcase! We have prepared the property for your stay. You can rest assured in the knowledge that the property has been fully cleaned prior to your arrival, all 100% Egyptian white cotton linen and towels are provided and beds are made ready for you. Colourful beach towels are here for you to use during your stay (please leave them in the property when you leave!) The property has everything you could possibly want to provide maximum comfort and relaxation. A complimentary welcome pack (including a bottle of white wine) and toiletries are also here for your use.
Q) Is there a hairdryer?
A) Yes, we provide a hairdryer in each of the three bedrooms.
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 invite additional guests?
A) Yes, 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 (including z-bed) available within the property (7).
Q) Can I bring my pet?
A) We are sorry, but we do not accept pets in this property.
Q) Do you allow smoking?
A) We are sorry, but we do not allow smoking anywhere in the property.
Q) I have special needs or mobility impairment. How do I know the property will be suitable for me?
A) We have an accessibility statement. This can be viewed by clicking “accessibility” on Home Page. This information should help you to decide if the property will suits your particular needs. Please note that the bedrooms are on the first and second floor. If you need further information please do call us on 07427 603678.
Q) How do I reserve and book this property?
A) Once you have checked our availability page, simply Click On all the dates you wish and you should complete the Reservation Request Form. We will contact you quickly to confirm the dates and send you the Booking Form. Once you have completed the Booking Form, send it together with your payment within 7 days, otherwise the reserved dates will be released for re-letting.
Q) What is the tariff?
A) Weekly rates are shown below. We do allow for short breaks but such bookings are usually not accepted more than two months in advance. Rates are calculated on 50%* of the relevant weekly rate for a 2 night stay, 65% for 3 nights, 75% for 4 nights, 85% for 5 nights and 95% for 6 nights. (* the rate steps up to a minimum £185 if this calculation falls below).
5 Jan 13 – 14 Mch 13 £633.00 per week WINTER
15 Mch 13 – 14 May 13 £805.00 per week SPRING
15 May 13 – 30 June 13 £978.00 per week EARLY SUMMER
1 July 13 – 10 Sept 13 £1,150.00 per week SUMMER
11 Sept 13 – 31 Oct 13 £920.00 per week LATE SUMMER
1 Nov 13 – 17 Dec 13 £633.00 per week WINTER
18 Dec 13 – 4 Jan 14 £978.00 per week CHRISTMAS 2013
5 Jan 14 – 14 Mch 14 £633.00 per week WINTER
15 Mch 14 – 14 May 14 £805.00 per week SPRING
15 May 14 – 30 June 14 £978.00 per week EARLY SUMMER
1 July 14 – 10 Sept 14 £1,150.00 per week SUMMER
11 Sept 14 – 31 Oct 14 £920.00 per week LATE SUMMER
1 Nov 14 – 17 Dec 14 £633.00 per week WINTER
18 Dec 14 – 4 Jan 15 £978.00 per week CHRISTMAS 2013
Q) When do I pay?
A) We require cleared funds amounting to 25% of the total holiday cost at the time of booking, with the balance (plus damage/breakage deposit of £150) 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) How do I pay?
A) BACS payment is preferred (details will be provided with Booking Form), We also accept: sterling Cheques, Credit Card or Debit Card Payment (except American Express)
Q) Are there any card payment surcharges?
A) No
Q) Is there a damage/breakage desposit to pay?
A) When we take the balancing payment for your holiday, we also ask you for a £150 refundable damage deposit to cover damage, breakages, excess cleaning. The deposit is normally refunded to you within 4 days of the end of your stay. 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) What happens if I need to cancel my holiday?
A) Once you have confirmed your holiday by returning your signed Booking Form, you become responsible for the entire cost of the holiday, whether or not you proceed. This is why we urge all of our guests to purchase holiday cancellation insurance. Do please note that holiday cancellation insurance will only cover you in the event of serious illness and unavoidable changes of circumstance. It will not compensate you in the event that you simply change your mind.
In practice, we will endeavour to re-let the property and, if successful, may refund any monies paid, less the 25% deposit which is non-refundable. Clearly, the more notice we have the better our chances of being able to re-let the accommodation.
Q) What if I need to alter my booking?
A) If you need to change your holiday dates, we will endeavour to help where we can, but any changes are only permitted with the written agreement of ourselves.
Where bookings can be moved, we will charge an administration fee of £20. If the requested amended dates are in a more expensive period, the additional tariff is chargeable. If the requested amended dates are in a less expensive period, the difference in the tariff will not be refunded.
Q) Where exactly is my holiday accommodation?
A) 5 Angel Mews is in Poole Old Town, Dorset. On receipt of your final holiday payment, prior to the commencement of your holiday, we will send you a copy of the ‘Arrival and Access Details’ by email. We will also provide electric gate code and KeySafe code.
Q) What time is Check In?
A) Access to the property is available from 3.00pm on the day of arrival. Earlier arrival may be possible, by special arrangement only, and providing the cleaning and restocking of the property has been done in readiness for you.
Q) What if I am arriving late?
A) Please let us know if you are likely to be arriving late or if you are delayed during travel. We can then make alternative arrangements for key collection.
Q) When is Check Out time?
A) On the day of departure we request that all guests vacate the property by 10.00am, in order to give our cleaning staff the best opportunity to ensure the property is ready for the next guests.
Q) Who can I contact if I have an urgent problem?
A) The folder of information in the property should provide the solution. If you have a serious problem, such as no water or no power or you are locked out, then you can still call us on 07427 603678 for emergencies and we will do our best to help.
In the event of a fire, or medical emergency please ring the emergency services on 999.
Q) How should the property be left?
A) We kindly request that you leave the accommodation in a clean and tidy state, as it was found, with the washing up done and everything back in position and in the same room as you found it. Our cleaners will be performing a full clean after you vacate at 10am, 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.
Q) What if I leave something behind?
A) Don’t worry, but please let us know as soon as you can. We will keep items safe for you and do whatever we can to help, making a charge for postage and administration as appropriate. Perishable or toiletry items will be disposed of but other items will be kept safe for 28 days prior to disposal.
Q) Can I give feedback about my holiday?
A) Certainly. We encourage guests’ comments (good or bad!) either by e-mail through our website, by writing your comments in the guest book which is kept in each property, or by email link to TripAdvisor.
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. We want you to be as comfortable and relaxed as possible.
