Common Questions About Our Vacation Rentals

Booking & Cancellation

Are there age restrictions on renting a vacation home?

  • Keys Quality Management, LLC will not rent to vacationing persons under 25 years of age unless accompanied by an adult guardian or parent.

What is your cancellation policy?

Nightly Rentals

  • From initial booking date up to 61 days prior to arrival date, guest will be charged a $50 cancellation fee and a non-refundable $65 reservation fee (a total of $115) from their initial deposit.
  • No refunds for cancellations within 60 days of arrival unless the property re-rents. Keys Quality Management, LLC is not responsible for contacting the canceled guest; canceled guest must contact us one week after scheduled departure date to receive refund. The guest will only be refunded for the amount we were able to re-rent the property.
    No refunds due to cancelled transportation or weather issues unless Key West is evacuated.

Monthly Rentals

  • No refunds unless the property re-rents. Keys Quality Management, LLC is not responsible for contacting the canceled guest; canceled guest must contact us one week after scheduled departure date to receive refund. The guest will only be refunded for the amount we were able to re-rent the property.
*Keys Quality Management, LLC regrets we are unable to waive any of the cancellation charges or rules above, whatever the circumstances (excluding mandatory hurricane evacuation). We recommend using travelers insurance.

Do you have a hurricane refund policy?

  • We offer refunds for mandatory evacuation dates only. We suggest traveler’s insurance, which you can purchase when you book on our website.

Are your rentals safe for small children?

  • Our properties are not child proof, nor does Keys Quality Management, LLC represent them as such. Thus, we require children to be supervised by an adult at all times. Amenities such as furniture with sharp edges, games with small pieces, knives, cleaning products, and other examples known and unknown pose safety issues for children. Guest claims understanding, acceptance, and responsibility for these risks upon booking.

What is the difference between VRBO, HomeAway, Airbnb, and your site?

  • VRBO, HomeAway, and Airbnb are advertising sites, who charge an extra fee, with 100% due up front. We are the management company that manages everything from marketing to maintenance to housekeeping. We advertise on VRBO and other sites for visibility. Booking direct is typically cheaper. 

Are your rentals pet friendly?

  • Some, not all, rentals are pet friendly. Pet friendly properties will be noted on the specific property rental page. There is a limit of two pets under 50 lbs each, or one pet over 50 lbs. Guests must notify us before arrival if bringing pet(s), and pet(s) must be pre-approved by management. There is a one-time pet fee of $50 per pet (or $20 per pet per day for Center Court rentals). For rentals not pet friendly, there are no exceptions.

Can I bring more people than the listed maximum allowed?

  • No. Maximum occupancy does not only refer to the number of people a home can sleep; this is also the number of people allowed in the home at any given time. It is determined by the licensing authority based on the number of exits in the home and fire safety evacuation plan. Please abide by the maximum occupancy number for the home at all times. If your party number changes, alert us, and we will try to find larger accommodations for your party.

Is there a noise ordinance?

  • Yes. Guests must keep noise to a minimum after 10 p.m.  This is strictly inforced.

How far in advance or last-minute can I book my vacation rental?

  • Our website allows you to book 10 months in advance, but not within 48 hours of arrival. If you would like to book 11 or 12 months in advance, or within 48 hours of arrival, please call our office during business hours. Vacation rentals typically cannot be booked more than a year in advance. Day-of bookings cannot be made after 3 p.m.

Are your calendars up-to-date?

  • Yes, our official website always has the most up-to-date calendars. The calendars update with each reservation and modification.

How do I know my reservation is secured?

  • You will receive both a confirmation e-mail as well as an online rental agreement that needs to be signed within one week.

What is the rental agreement?

  • The rental agreement is a contract sent electronically after a confirmed booking. Within the rental agreement are all house rules. It can be signed online, on any device. An unsigned rental agreement in considered a guest refusal of house and reservation rules. It must be signed within one week, or we reserve the right to cancel your reservation or refuse your party upon check in. 

Can I get a breakdown of the total cost?

  • Upon inquiry for website bookings, the rental quote includes all costs, taxes, and fees. For larger four bedroom properties, three bedroom properties, and some two bedroom properties, a $500 refundable security deposit is included in the total cost. The security deposit is refunded within 7-10 business days. Upon booking, you will also receive the total cost breakdown in a confirmation e-mail. 

How much is due to reserve my rental?

  • 50% of the total is due upon booking, with the other 50% due 30 days prior to arrival. If you are booking within 30 days, you will be charged 100%.

When is my final balance due?

  • Final balance is due 30 days prior to arrival. We send a reminder e-mail one week before it is due. If you would like to charge the same card as initial booking, you do not need to do anything. Our system will automatically charge the card on file. If you would like to change the card, you must call us before final payment is due. Final payments are processed before 10 a.m. on due dates.

Can I pay with more than one credit card?

  • Guests may pay with a maximum of two credit cards. 

What is your nightly minimum stay?

  • All nightly properties have at least a three night minimum stay. Most properties have four or five night minimums, especially during weekends and holidays. 

How can I modify my reservation, and are there fees associated with that?

  • Please call us at (305) 296-9090 to modify your reservation. There could be additional fees depending on the change occurring, but we will walk you through everything before finalizing it.

Why do the rates change depending on the time of year?

  • Like any other vacation rental, we have high season, mid season, low season, and holiday rates. 

Do you have weekly or monthly rates for your rental properties?

  • Many of our properties are nightly rentals, but we do have monthly rentals. View our “monthly vacation rentals” dropdown under “vacation rentals” to view those properties. Monthly rentals have a 28 night minimum. By Key West City law, monthly rentals cannot be rented for less than 28 nights.

Checking In & Out

Where do I check in?

  • Check in for all our properties is at 828 White Street in Key West. Office hours are weekdays from 8 a.m. to 5 p.m. and weekends from 8 a.m. to 4 p.m. If it is after office hours, we will leave you a packet in the wooden lockbox located to the right of our office door. Let us know if you need to arrange for an after-hours check in.

What are check in procedures?

  • Check in is at 3 p.m. or later. Please call or e-mail the morning of check in if you will be arriving before 3 p.m., and we will arrange to store your luggage in our office. There are occasions when early check ins are possible, but we cannot guarantee an early check in. Let us know if you need to arrange for an after hours check in according to the office hours listed above.

What are check out procedures?

  • Check out is by 10 a.m. Sorry, we do not allow late check outs. Do not leave your luggage at the property. If you have a later flight or ferry, arrange to store your luggage in our office until we close. Our housekeepers appreciate it if you strip the linens and place them in the bathroom, run the dishwasher with any dirty dishes, remove perishables from refrigerator, and take out the trash.

Features & Amenities

Is smoking allowed?

  • Smoking is not allowed inside the units. It is allowed outside.

Are linens and towels provided, or do I need to bring my own?

  • The rental will be equipped with all the basic necessities. All the beds will be made with fresh linens; bath and pool towels will be provided.

What items can I expect to find in the rental?

  • Please see the features and amenities section of the home listing. We also provide a few items to get you started, including:
  • Shampoo, conditioner, and hand/body soap
  • Paper towels and toilet paper
  • Blow dryer and iron/board
  • Basic cookware, glassware, dishware, and utensils
  • Dishwashing liquid, dishwasher soap, and dish brush/sponge
  • Kitchen trash bags and small trash can liners 

If there is something specific that you require, please make sure you bring it with you. Per the FDA, we are not legally allowed to provide any food items.

What cable package does the rental have?

  •  Rental properties are individually owned and each home will have a different cable option. We cannot guarantee television service or TV channel availability. In addition, there is generally no pay-per-view service.

Location & Access

How do I obtain the keys?

  • Check into our office at 828 White Street. Check in is at 3 p.m. or later. Please review check in FAQs in “Checking In & Out” section for more information.

How many sets of keys will I receive?

  • We provide one set of keys per bedroom. Some of our properties are keyless entry.

Does my rental have a reserved parking spot?

  • Parking is difficult in Old Town Key West. Each rental’s parking situation is different. View the specific rental’s page and look under “amenities” section to see if the rental has a reserved parking spot. If it does not, guests are responsible for finding their own parking. Parking in on-street spots marked “residential” would result in a ticket. Unmarked on-street spots are free.

Housekeeping & Maintenance

Do you offer housekeeping services?

  • There is a departure clean only (except for properties located in Center Court, which have free daily housekeeping). Daily maid and laundry service is not included in the rental rate, but can be arranged for an additional fee of $25 per hour. Guests shall be responsible for excessive cleaning charges up to $250.

Can I not pay the cleaning fee if I clean the property myself, rather than using your cleaning services?

  • No. Our housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.

We’ve run out of toiler paper. Can you bring us more?

  • We provide a starter kit of supplies only. If you think you will need more than what is provided, please make sure to bring some with you.

The grill’s propane tank is empty. Can you replace it?

  • Yes, we will gladly send maintenance to replace the propane tank. If you plan on grilling, please check the tank upon arrival. We cannot guarantee a speedy replacement if you notify us at the same time you wish to use the grill.

We can’t get the WiFi/hot tub/etc. to work. Are there instructions in the rental?

  • welcome booklet with WiFi password, etc. is provided in your rental’s living room. Please check all drawers, etc. before calling.

I am allergic to pet dander and other smells, but I want to stay in a pet friendly home. Is there any way to ensure I won’t be bothered by them during my stay?

  • All our homes are thoroughly cleaned after each stay. However, we are unable to guarantee that you will not have a reaction to a home that has been regularly occupied by pets.

How long does it take for maintenance to fix an issue?

  • Maintenance generally fixes a severe issue within 24 hours. It may take longer on weekends or if we need to depend on a contractor such as plumber, HVAC, cable, etc. We cannot guarantee a time frame.


What is your lost and found policy?

  • We will return your lost item to you if you call us within two weeks of your departure date. We utilize a packaging company who charges a fee plus shipping to cover the cost of labor, drive time, and postal fees. Any items not claimed within two weeks will be donated to a local charity.

When will I receive my $500 refundable security deposit back?

  • Refundable security deposits are refunded within 7-10 business days.

Where can I leave a review?

  • We love hearing from guests! Please leave a review on our website, and/or on VRBO/HomeAway.

Do you offer return guest discounts?

  • Unfortunately, we do not offer return guest discounts.