Los Angeles FAQ

The most popular things our guests ask us about are explained here. Alternatively, we're here 24/7 to answer any questions you have – just give us a call or send an email.


Our service

We offer an unprecedented level of service for stays in the finest homes. If you've never experienced onefinestay before, we recommend you read this to get familiar. And, as you'll hear, we're always available to answer any questions you have.

1. Cancellation policies

You can read our cancellation policy in full here.

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2. Cleaning

We carefully clean and prepare each home before you arrive and after you depart, and we'll clean weekly during your stay. More frequent Housekeeping services can be arranged on request, subject to availability and a charge.

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3. Damage

As part of booking with onefinestay, our guests agree to report any accidents or damage. When you arrive we secure a $1,500 hold on your credit or debit card (see 22. Pre-authorisation), and we do a thorough check of the home after each stay. If we do find damage, we'll get in touch with you.

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4. Extra services

We can arrange additional services to make your journey and stay with us in Los Angeles exceptional. Find out more here.

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5. Guest Services team

Unlike all those home-booking platforms, we have a local Guest Services team in Los Angeles, available by phone or email 24/7 during your stay. Reach us on +1 310-594-7478 or la.guests@onefinestay.com

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6. Housekeeping

Our Housekeeping team traverse Los Angeles cleaning and preparing homes before and after stays. We'll clean weekly during your stay, and more frequent Housekeeping services can be arranged on request, subject to availability and a charge.

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7. iPhone

When you arrive you'll get a onefinestay iPhone with free data, unlimited local calls and a range of useful apps for you to use during your stay.

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8. Keys

You'll get two sets of keys from your Meet & Greeter, along with instructions on locking up when you go out.

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9. Lead guest

The lead guest must be at least 25 years of age.

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10. Payment

We accept Visa, Mastercard and American Express, and bank transfers for stays with at least 7 days' notice.

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11. Travel Advisors

Our Travel Advisors know our cities and neighbourhoods back-to-front, and they're available around the clock to help find a home that suits you.

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Los Angeles homes

Each home listed with onefinestay is unique, and belongs to a onefinestay homeowner – whether they live there most of the year or for just a few weeks.

We've visited each home in person to take accurate photographs, detailed room configurations and home truths, so you can book with the same confidence you have in the best hotel brands. Our Travel Advisors are available 24/7 to help choose a home that suits you.

12. Home truths

Because every onefinestay home is unique, we highlight any 'home truths' on the listing and make sure you're aware of them when you book.

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13. House rules

When you arrive you'll be given a copy of the House Rules, requests made by the homeowner, that we ask all guests to abide by when they're in the home.

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14. Location

For security reasons, we show only the approximate location of homes on our website. You'll be provided with the full address (along with detailed directions) once your booking has been confirmed.

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15. Smoking

Guests are not permitted to smoke inside any onefinestay home.

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16. Stairs and accessibility

If you're travelling with young or elderly guests, it's important to make sure any accessibility needs are discussed with your onefinestay Travel Advisor before you book. Most onefinestay homes in Los Angeles have at least a few steps, and many have internal stairs without elevators.

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17. Tamper tape

When we're readying a home for your stay we seal off some drawers, cupboards and (in some cases) spare rooms, for storing away the homeowners' personal effects. We ask that you respect these private areas during your stay. Of course, we make sure there is plenty of storage space available for your things.

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Your arrival to Los Angeles

Travelling to an address in a city you're not familiar with can be daunting. While onefinestay doesn't have a hotel front desk or a big flashy sign, we have put a lot of thought and care into making your arrival as seamless as possible. And we're always available at +1 310-594-7478 or la.guests@onefinestay.com

18. Check-in and check-out

We'll meet you at the home at your convenience any time after 4pm on your arrival date, and our standard check-out time is 11am. Early check-in and late check-out can be arranged in advance with your onefinestay Travel Advisor, subject to availability and a charge. At the end of your stay, checking out is simple – you'll have instructions on locking up and safely depositing keys (you don't need to meet anyone from our team) and we'll arrive later in the day to clean and prepare for the homeowner's return.

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19. I.D. check and card authorisation

We'll check the lead guest's I.D. and secure a $1,500 hold on a matching credit or debit card which will be released once we confirm no damage was caused during your stay (see 22. Pre-authorisation for more detail).

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20. Luggage storage

If you are arriving in LA earlier than 4pm, you can choose to drop your bags at the home from 12.30pm onward. We'll arrange for your Meet & Greeter to welcome you, however please be aware that the home may not be fully ready until 4pm – we ask that you grab some lunch or explore the neighbourhood until our team are finished preparing the home.

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21. Meet & greet

One of our Meet & Greeters will be at the home to welcome you. If you're going to be running late or early, please let us know as soon as you can so that we can reschedule your arrival appointment.

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22. Pre-authorisation

When you arrive we secure a $1,500 hold on your credit or debit card. The amount is held by your bank until we confirm that no damage was caused during your stay. We will release the hold within five days after your departure, but it can take your bank longer to process the request from the credit or debit card company. If you do damage anything it's always best to let us know before you leave. And once you depart, if we find any damage, we'll get in touch immediately.

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23. Travelling into Los Angeles

    23.1. Customs and immigration

    If you're a guest flying from outside the USA, please be aware that it can take between 1-2 hours to clear customs and immigration. If you're flying in domestically, the wait can be up to 60 minutes, depending on the time of day you're travelling.

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    23.2. Private car transfer

    If you have lots of luggage or are travelling with children, we can arrange a private car transfer for you. If you're interested, please get in touch with your flight number, arrival time, and credit card details so we can book this for you through our preferred provider. The driver will meet you at the airport with a sign with your name on it. The price for this service will vary according to which airport you're landing at, and where your home is within the city. The price does include waiting time and any delays. We can also arrange for a child seat if needed.

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    23.3. Taxi cabs and rental cars

    Los Angeles is a driver's town, so it will likely be more cost efficient for you to rent a vehicle during your stay. Rental vehicle offices abound. If you're flying into Los Angeles International Airport (LAX), you can hop on a free shuttle for the car rental company of your choice. Simply follow the signs leading to Ground Transportation. We have partnerships with some of the top rental companies, so let us know if you choose to rent a car.

    Another option is to queue for a taxi. We can give you fare estimates based on your destination.

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    23.4. Parking facilities

    Some of our homes have off-street parking available for guests in the form of a driveway or a garage. Otherwise, street parking is typically close by and easy to find.

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