Tel: 01305 860334

Frequently asked questions

Below is a list of frequently asked questions. If you have a question not covered on this page then please contact us.

Can I bring my pet?

Pets are allowed at the company’s discretion.

Is bed linen included?

All prices include bed linen and towels (not beach towels).

Can I take a short break?

Short breaks are available out of season. Check our Special Offers page for last minute deals.

Does the property have a cot/high chair?

Cots and high chairs are provided on request; this is likely to be a travel cot (bed linen not supplied).

Does the property have a TV?

Yes, all properties have a television with Freeview plus a DVD player.

How can I pay?

You can pay by cheque, debit/credit card or BACS. Please make cheques payable to Whitesands Properties Ltd.

How do I make a booking?

All property availability most be confirmed with our office staff prior to sending your deposit and booking form. Booking Forms are available online or we will be happy to send you a copy by post. Please call our Office on 01305 860334 or 01305 823426.

What does the Visit England star rating mean?

One Star: Acceptable overall level of quality. Adequate provision of furniture, furnishings and fittings.

Two Stars: (In addition to what is provided at One Star) Good overall level of quality. All units self contained.

Three Stars: (In addition to what is provided at Two Star) Good to very good overall level of quality. Good standard of maintenance and decoration. Ample space and good quality furniture. All double beds with access from both sides. Microwaves.

Four Stars: (In addition to what is provided at Three Star) Excellent overall level of quality. Very good care and attention to detail is obvious throughout. Either access to a washing machine and dryer, if not provided in the unit, or a 24 hour laundry service.

Five Stars: (In addition to what is provided at Four Star) Exceptional overall level of quality. High levels of decor, fixtures and fittings, together with excellent standards of management efficiency and guest service. Excellent range of accessories and professional touches.

Please note: Many establishments may provide some of the facilities/equipment found at a higher star rating.

What if I have special requirements?

Please ring Hilary or Hannah and we will do our very best to meet your requirements.

What if I need to cancel?

We recommend that all guests take out holiday cancellation insurance. We can provide information on this or you can use your own contacts. Should you need to cancel you will lose your deposit payment and may be liable for the balance payment if the property is not re-booked. In all cases Charm Properties must be notified in writing.

What if something goes wrong whilst I'm on holiday?

In the information pack provided in each property, you can find a list of emergency numbers.

What is the Office address?

Our office address is Whitesands Limited, 10 Southwell Street, Portland, Dorset DT5 2DP.

What will be in the kitchen?

The kitchen is well equipped for the maximum number of guests including, saucepans, crockery, cutlery and glassware. Each property has a hob, oven, microwave, fridge/ freezer and washer/dryer with the exception of Belle View which does not have a washer/dryer. Any specialist items such as a wok or griddle should be brought with you.

Where can I find the booking form?

Here is our PDF booking form. There are also links on the Tarriffs page and another link to our booking form can be found at the bottom of every page on the website.

Will I need to pay a security deposit?

This is at the company’s discretion.

Will there be cleaning materials in the property?

Each property has a vacuum cleaner, broom, mop and bucket and basic cleaning materials. Black rubbish bags are provided and we ask customers to place all their refuse in disposable bags.

What time can we arrive?

The properties are ready for occupation from 4:00 pm.

What time do we have to vacate the property?

All the properties must be vacated by 10:00 am. This is to provide the housekeeping staff with sufficient time to prepare each apartment to the highest standard.

Are we able to smoke in the premises?

For everyone’s comfort, smoking is strictly prohibited throughout our properties.

What heating is in the apartments?

All apartments benefit from electric central heating with thermostatic controls in each room.