Guidance on Homeowner Charges: Cancellation and Compensation
1.1 This guidance is issued by Lifealike Limited (trading as “onefinestay”) and all companies in the onefinestay group to assist homeowners of properties listed on the onefinestay website (Homeowner) to understand the charges that may be applicable to them
1.2 If this guidance conflicts with the terms and conditions for any of the jurisdictions where onefinestay or a onefinestay group company trades, then those terms and conditions will prevail.
1.3 This guidance will be used by onefinestay in any negotiation or mediation between Homeowners and Guests arising from a cancelled booking or for an issue arising relating to a property during a stay.
1.4 For the purposes of this guidance the following words shall have the following meanings:
“Booking” means a confirmed booking for a stay made by a Guest at a property listed on the onefinestay website;
“Licence Fee” means the net fee a Homeowner receives from a booking. The fee and/or revenue share will be set out in your Listing Particulars, Booking Confirmation or as otherwise agreed. The agreed commission rate payable to us will be deducted from the Licence Fee; and
“Maintenance Charges” means any charge payable by a Homeowner to onefinestay relating to the maintenance of their property (pursuant to the relevant onefinestay terms and conditions for the Homeowner or otherwise).
2. Cancellations up to the start of a Booking
2.1 In accordance with our standard terms and conditions for homeowners in each city, if a Homeowner cancels a Booking, the Homeowner is liable for all of the costs of the cancellation including the incremental costs of alternative accommodation exceeding the original Booking of the Guest together with the Cancellation Fee.
2.2 These costs may include, but are not limited to:
- the cost of relocating a Guest at an alternative onefinestay property;
- the cost for relocating a Guest at alternative accommodation if there is no alternative onefinestay property available; and
- any administrative costs associated with the cancellation.
2.3 onefinestay will take such steps as are possible or necessary to mitigate the costs of managing a Homeowner cancellation and all costs and charges made to a Homeowner will be a reasonable assessment of the costs to onefinestay of managing a cancellation.
2.4 Inevitably, the earlier onefinestay is notified of a Homeowner cancellation, the easier it is to find alternative accommodation for a Guest and to mitigate the costs of a Homeowner cancellation. The minimum Cancellation Fee is as set out in the table below (together with any incremental costs of cancellation). The Homeowner remains responsible for any costs arising from a cancellation:
Cancellation notice period
More than 2 weeks of a Booking starting
50% of the homeowner share/ Homeowner Licence Fee for the cancelled Booking
Less than 2 weeks of a Booking starting
100% of the homeowner share/ Homeowner Licence Fee for the cancelled Booking
3. Charges relating to Property Issues
3.1 In accordance with our terms and conditions for Homeowner in each city and the accommodation agreement used by Homeowners and Guests, it is a Homeowners responsibility to make sure that the property is ready for a booked stay and in compliance with all Regulations as specified in the Homeowner Agreement.
3.2 If there is an issue with a Property that will affect a Booking (a “Property Issue”) including, but not limited to:
- a boiler breakdown;
- a bathroom or kitchen not functioning;
- a pest infestation; or
- construction work at the property or an adjacent property affecting the quality of the stay,
it may be necessary to cancel a Booking and relocate a Guest (an “Involuntary Homeowner Cancellation”) or reduce the cost of a Booking or pay compensation to the Guest for the Property Issue. In these circumstances you will be liable for the Cancellation Fee and if applicable the incremental costs of alternative accommodation exceeding the original Booking of the Guest.
3.3 onefinestay will determine if a Property Issue has arisen and:
- the severity of the Property Issue;
- if an Involuntary Homeowner Cancellation is necessary;
- if a reduction in the Booking Fee or compensation payable to the Guest is necessary; and
- the Homeowner’s respective liability for part or all of the compensation payable to the Guest,
using the table below as guidance for such decision as to the cause, remedy, level of compensation due and amount of compensation recoverable from the relevant Homeowner:
Examples of Causes
Homeowner Charge for Compensation
Unresolvable Property Issue:
Involuntary Homeowner Cancellation and relocation of Guest required
Core functions of the home itself or key features of the home such as pools, are compromised to the extent that relocation is required
● Heating, Hot water or Air-conditioning issues
● No functioning bathroom or WC
● Vermin/Pests (serious e.g. infestation)
● Construction in immediate vicinity causing intolerable intrusion into enjoyment of the Property
● Very limited to zero storage made available for long-stay guests
Homeowner will lose entitlement to up to 100% of the Licence Fee (together with any Maintenance Charges arising).
Significant Property Issue:
No relocation of guest required and significant compensation due
Core functions of the home or key features of the home, are compromised but relocation is not required as:
- the issue(s) is repaired/resolved quickly
- the home continues to function
- the Guest accepts a discount
● No hot water, air-conditioning etc (fixed <24h)
● Vermin/Pests (moderately serious, e.g. ants)
● Key appliance doesn’t function (oven, sole TV)
● WC/bathroom not functioning, but 2nd bathroom available
● Construction in immediate vicinity affecting enjoyment of the Property
Homeowner is liable for 50% of the Licence Fee for affected nights in home (together with any Maintenance Charges arising).
Moderate Property Issue:
No relocation of Guest required and moderate compensation due
Guest enjoyment of the home is significantly compromised
● Vermin/Pests (not serious e.g. occasional mouse)
● Single key
● “Home Truths” inaccurate which affect the Property such as the presence of pets
● Inadequate storage for Guests
● Slow wifi, or TV does not work
Homeowner is liable for 30% of the Licence Fee for affected nights in home (together with any Maintenance Charges arising).
Low level Property Issue:
No relocation of Guest required and minimal compensation due
Guest enjoyment of the home is somewhat compromised
● Street noise
● Neighbour noise
● Insufficient crockery, cutlery or glassware
Homeowner is liable for 10% of the Licence Fee for affected nights in the home (together with any Maintenance Charges arising).