Terms and Conditions
Keys Quality Management, LLC
Read these terms and conditions in full. The button can only be clicked after reading/scrolling all the way through. Guest will also receive these terms and conditions in an e-mail contract to sign and can then save.
- Check In
Check in at our office: 828 White Street, Suite 3, Key West, FL 33040 (Corner of Olivia Street and White Street—Key West Hideaways).
Check in is at 3 p.m. or later.
- Early arrivals
If guests arrive early, we will hold bags in our office until check-in time. If the property is ready early while guest is in town, we will call the guest to check in. Guests may not check in before the property is clean and ready. We cannot give the keys or door code prior to the property’s readiness.
- Late arrivals
Please notify us via e-mail ([email protected]) or phone (305-296-9090) if the guest will be arriving after office hours (listed below in section A.5). There is a lockbox outside our office door, where we will place a check-in packet with keys/door code, directions, check-out information, maps, and coupons.
- Office hours
We are open from 9 a.m. to 5 p.m. weekdays, 9 a.m. to 4 p.m. Saturdays, and 9 a.m. to 3 p.m. Sundays.
Hours are subject to change. If we do not answer the phone, please leave a voicemail, and we will return your call as soon as possible.
- Check Out
Check out is by 11 a.m. or earlier.
- Early departures
Early departures must place keys in the key drop box outside our office door. Keyless entry early departures must simply leave the premises upon check out.
- Late departures
Due to housekeeping and maintenance schedules, we cannot allow for late departures, paid or otherwise. Housekeepers cannot be held liable for luggage stowed at the rental property after check out. However, we are willing to hold your bags in our office until we close.
- What to do
Please complete the following prior to check out: (a) wash the dishes/start dishwasher, (b) remove perishables from refrigerator, and (c) take out the trash.
- For properties with keys, there is a $25 fee for lost, misplaced, or unreturned keys. Guest must return keys to the office upon check out.
- Guests renting keyless entry properties do not need to return to the office, and must simply leave the premises upon check out.
- Excessive cleaning fee
Other than the final cleaning, we ask guests to leave the property in the same condition as when checked in. If excessive cleaning is required, or if there is damage, guests will be charged what we deem as a reasonable fee to be placed on the credit card used for the initial deposit.
Properties with a damage deposit (most 3+ bedroom properties) will be refunded the remaining deposit we do not deem necessary to keep. Please see section B.7 for more security/damage deposit information.
You will be notified if new charges are made.
- Security/damage deposit
Large properties include a $500 (or $1,000 for monthly rentals) refundable security/damage deposit. To view a breakdown of the full rental amount, please see the “APPROVED Customer Reservation” e-mail.
To receive the refund, please take good care of premises, appliances, and furnishings. Guest shall also be responsible for all conditions and damages caused by the neglect, wrongful action, or omission of the guest and/or guest’s party. We may add a security/damage deposit of up to $500 to properties without it for extenuating circumstances. Security/damage deposit is usually refunded within 5–7 business days.
Properties without the security/damage deposit can be charged an excessive cleaning fee. For more information, please see section B.6 of the contract.
- Confirmed Booking
On receipt of the required initial payment from the guest, Keys Quality Management, LLC will issue a confirmation booking receipt by e-mail to the guest. Only on release of the confirmed booking receipt is the booking determined confirmed.
- Receipt and Initial Payment
The guest agrees to an initial payment of 50% of the full rental amount to Keys Quality Management, LLC upon booking, which signifies full acceptance of these Terms and Conditions.
- Remaining Balance
The guest agrees to have all balances paid in full 30 days prior to arrival for nightly rentals, and 60 days prior to arrival for monthly rentals. Guest will receive a reminder e-mail informing him/her of upcoming payment(s). If guest wishes to pay remaining balance with a different credit card than the one on file, the guest must contact Keys Quality Management, LLC before balance is due.
No refunds/discounts will be given for situations out of the control of Keys Quality Management, LLC. These include, but are not limited to: government actions, adverse weather or beach conditions (excluding mandatory hurricane evacuation), road/building construction that may occur around or near any of our properties or in Key West, equipment malfunctions (such as pool/spa, A/C, appliances, TVs, cable, or Internet) while in residence, early departure or late arrival (shortened stays), or utility service disruption.
- Hurricane Refund Policy
We offer full refunds for mandatory evacuations dates only. We suggest travelers insurance. However, if the guest cancels before or after mandatory evacuation dates, regular cancellation policies apply (see sections K.1 and K.2 for cancellation policies). The guest also has the option to change dates. Please see section L for more information.
Guest shall be responsible for excessive cleaning charges, as stated in section B.6 of this contract. Daily cleaning and laundry service is not included in the rental rate, but can be arranged upon request for an additional fee of $25 per hour. If extra housekeeping is not arranged, there is a departure clean only.
*Properties located at Center Court have a daily cleaning option, or a “Do Not Disturb” sign.
- Minimum Age Requirement
Keys Quality Management, LLC will not rent to vacationing persons under 25 years of age unless accompanied by an adult guardian or parent.
- Maximum Occupancy
Each property specifies the number of adults and children allowed to stay as guests in the unit. We do not have extra beds or cots available. If the number of guests exceeds the specified number allowed, guests will be asked to leave without compensation or refund.
Our properties are not child-proof, nor does Keys Quality Management, LLC represent them as such. Thus, children are required to be supervised by an adult at all times. Amenities—such as furniture with sharp edges, games with small pieces, knives, cleaning products, pools/spas, and other examples known and unknown—pose safety issues for children. Guest claims understanding, acceptance, and responsibility for these risks upon booking.
- Cancellation Policies
It is important to understand our cancellation policies.
- 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 cancelled guest; cancelled 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 unless the property re-rents. Keys Quality Management, LLC is not responsible for contacting the cancelled guest; cancelled 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.
- Date Changes
If the guest would like to extend dates, we can do so at any time, as long as there is availability.
If the guest would like to shorten dates, we do not offer refunds for shortened stays (see section F).
If the guest would like to move dates entirely, we can do so as long as (a) the new dates are available, and (b) the change is over 30 days prior to arrival. Changes within 30 days, if approved, could incur a processing fee.
Pets are only permitted in specific properties with a one-time pet fee. You must notify us ahead of arrival if you will be bringing a pet. Refundable security deposits may apply.
- Service animals
Pet fees are waived for service animals, but not for therapy or emotional support animals; however, Keys Quality Management, LLC is allowed to charge an excessive cleaning fee for damage from a service animal. This service animal policy follows current ADA requirements.
- Smoking Policy
No smoking is allowed inside any of our properties. You may smoke outside only. An additional $250 cleaning fee will be charged for violation.
The City of Key West has parking regulations for designated Old Town areas. Only vehicles with a residential Monroe County parking permit may park on the street in spaces designated as “Residential Parking.” If a guest parks in one of those spaces, the guest will be ticketed and/or towed by the City.
Blank on-street parking spaces are free for anyone to park.
Please be aware not all Keys Quality Management, LLC properties offer reserved parking. It is listed on every property’s webpage (www.keywesthideaways.com) whether or not the property has reserved parking.
- Noise Ordinance
Please respect your neighbors and keep noise to a minimum, especially when outdoors, on balconies, and around pool areas (sound travels across water). Some neighbors may be permanent residents of Key West, and unfortunately, may need to go to work each day. City noise ordinance starts at 10 p.m., 7 days per week, and is enforceable by law. If we receive complaints, the neighbors will call the police, or we will. Key West bars are open until 4 a.m., so please keep the party there!
- Maintenance Services
Keys Quality Management, LLC makes all reasonable efforts to maintain each property and its equipment in good working order. Wherever commercially possible, repairs are performed within 24 hours, but sometimes delays are inevitable, especially around weekends and holidays.
Please notify us immediately so we may resolve issues in a timely manner, if we can. Keys Quality Management, LLC and/or authorized employees or repairmen may enter the premises during normal business hours for any purpose pertaining to repair, improvement, care, and management of the property.
For information on refunds due to maintenance issues, please see section F of the contract.
- Miscellaneous Important Information and Disclaimers
- Extenuating circumstances
In the event of circumstances beyond our control, we reserve the right to substitute comparable accommodations, if available.
- Guest release
The guest signing the rental agreement assumes all responsibility for the actions and behavior of all guests, and agrees to follow the property rules written therein.
- Monthly rental utilities
Monthly rental properties have a $175 limit for electrical costs per rental month. Any amount exceeding $175 will be deducted from the $1,000 security/damage deposit taken at the time of booking. Any unused amount will be refunded to the credit card on file.
- Personal property
If personal property is left behind, and it is necessary for the items to be returned, the guest will cover the cost of postage, container(s), and shipping. If the guest does not claim a personal item within one week (7 days), the item will be tossed.
- The renter agrees Keys Quality Management, LLC shall not be liable to guest, guest’s party, invitees, or any other person for loss, theft, or personal injuries or casualties sustained to any person or property on or about our rental premises. Guest shall hold Keys Quality Management, LLC harmless and indemnified from and against all loss or damage occasioned by use, misuse, or abuse of any part of or fixture on the premises or surrounding areas; and from or against any omission, neglect, or default of the guest, his/her guests, or invitees. The renter acknowledges Keys Quality Management, LLC is acting solely in the capacity of “agent” for the property owner, and assumes no liability thereunder.
- If the guest defaults in the performance of any obligations contained herein, or fails to follow all rules and procedures, the guest and his/her party may be evicted with no compensation or refund. In addition, if any suit is brought against the guest, the owner/agent shall be entitled to recover all costs and expenses, as well as court costs and reasonable attorney’s fees. In the event of default, guest will be liable for a $200.00 processing fee, payable to agent immediately when default is disclosed or discovered.
Our units are licensed and operated under Florida Statutes Chapter 509.