We recently stayed at 'The Style' in Dolphin Keys, Poole. The apartment was fantastic and everything we could wish for. However, the customer service following a very harrowing experience for us and especially our elderly parents was far from acceptable. A fire evacuation of the premise took place (approx. 16.20) shortly after we arrived on the Friday afternoon, we had to evacuate along with all other residents. After it was informed that we could be outside for some considerable time, I called the out of hours contact number (18.40) to inform about the incident. I was called back by the on-duty manager (18.56) who advised that more would be found out by a member of the Quay Holiday team who was close by. She asked me to call again if we were not allowed back into the building after 2 hours. I mentioned about our elderly parents at the time and added that it was getting cold, and we didn’t have sufficient warm clothing should we be outside for a long period. I received no further information other than that from the Emergency services at the scene. I called the on-call manager back (21.10 and 21.50) but unfortunately, she did not answer her phone, I left messages asking for her to call me. At 21.52, I called the on-call operator again and advised that the emergency was still ongoing, she advised that she would try and find out some more information and get someone to call me back. This call back never happened. After finally being given the all clear by the Emergency Services that we were allowed back into the building at 22.27, I called and informed the on-call operative and advised that I would expect to be contacted the following morning by a member of the Quay Holiday Management to discuss further. I was called back by a junior office member on Saturday to be advised that Quay Holidays was very sorry but there was nothing more they could have done as an incident like this had never happened before. Furthermore, she added that had the incident have gone on longer, there were no other properties for us to have been moved to. Not being satisfied I again asked to be contacted by a Manager on the Monday. Once again this never happened. To sum up, I feel that the duty of care shown during the incident was extremely poor and unacceptable. I understand that this type of incident is uncommon, but if or when it does occur the welfare of your customers should be paramount. The incident certainly spoiled the first days of our holiday especially one member of our party who has early onset Alzheimer’s found the whole experience very unsettling.