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Cancellation policies and more

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Enjoy peace of mind when you need it most

At onefinestay, we want to help our guests enjoy peace of mind when booking their next unforgettable stay with us. We know this is even more important with today’s travel challenges. 

Guest wellbeing and safety

Guest wellbeing and safety will always be paramount to us at onefinestay which is why we have implemented various measures in response to the pandemic. Our professional housekeeping staff are trained to the highest levels in hospitality, following best practice when it comes to Covid sanitation, so our guests are rest assured that our homes, villas or chalets are fully sanitised and in line with Covid regulations ready for guests arrival.

Our dedicated concierge and service teams are available around the clock to advise and assist you on all matters regarding home and guest safety; from help arranging medical care to directing you to covid testing locations, please do not hesitate to get in touch with us at any point.

NEW : 

We have partnered with AXA, a world leader in insurance and assistance, to provide guests with a choice of two medical assistance services. Intended for non-urgent medical concerns, all our guests have the option of a free teleconsultation with a doctor and/or access to a free recommendation service for local AXA certified medical professionals for in-person appointments. Find out more about ALL - Accor Live Limitless - Medical solutions in partnership with AXA here.

Booking cancellation policies

We offer several cancellation policies that vary depending on the home, chalet, or villa, as well as the length of stay or premium paid; view below. 

Guests can view the cancellation policies available for any home, villa or chalet on the individual listing or speak to our Travel Advisors who ensure all guests are aware of their cancellation policy options before booking and are able to recommend homes that match a guest’s cancellation policy preferences.

Home collection cancellation policy

In London, Paris, New York, Los Angeles, San Francisco & Sydney

For all bookings made in our Home Collection at least 7 days before the arrival date, we offer a 24 hour cool off period from the point of booking confirmation, where guests can cancel for a 100% refund.

Standard rate

Applicable to stays up to 60 nights

If guests need to cancel, we refund 50% of the booking value, up to 14 days before the arrival date. Should guests cancel within 14 days of the arrival date, the booking will be non-refundable.

Flexible rate

Available on stays up to 30 nights

Guests have the option to cancel or change a stay within two days of the arrival date, with no charges applied. Should a guest cancel two days or less before arrival, the Flexible Rate booking becomes non-refundable. Please note, once a home is booked with a Flexible Rate it is not possible to cancel and rebook it without the Flexible Rate.

Long stay rate

Applicable to stays of 60 nights ore more

If guests wish to cancel, we refund 50% of the first 60 nights, up to 14 days before the arrival date. Should guests cancel within 14 days of arrival the first 60 booked days are non-refundable.

During the stay, guests are able to cancel at any time within 30 days notice; the remaining nights of the stay will be refundable, however, the first 60 days will remain non-refundable.

Villa & Chalet cancellation policy

Plus Home collection in Rome, Milan & Florence

Standard rate

If guests wish to cancel, we refund 50% of the booking value, up to 90 days before the arrival date. Should guests cancel within 90 days of the arrival date, the booking will be non-refundable.

Should more flexible cancellation terms be important to guests please speak to our Travel Advisors as they are sometimes able to negotiate more flexibility especially outside of peak season or recommend alternatives with more flexibility.

Our cancellation policies do not cover for cancellations arising from the risk of COVID-19 and associated government measures, such as: 

- A guest catches covid or has to self isolate and therefore is unable to travel 

- The government advises against travel to the destination

- The destination is closed to tourists 

- Quarantine is required

It is our guests' responsibility to make sure they know the latest travel and health regulations. We therefore recommend review of local government guidelines regarding international travel before booking a stay with us. Please find the latest travel information for the USA and UK.

Travel insurance

We therefore strongly recommend guests purchase comprehensive travel insurance that offers trip cancellation, delay and interruption coverage due to unforeseen circumstances. 

For our US based guests (excluding Montana, Kansas, Indiana & US territories), we offer bespoke travel insurance, purchased through one of our Travel Advisors. This travel insurance policy covers all our destinations apart from Costa Rica (and for guests headed to Turks & Caicos, a Visa letter is required to accompany the insurance). 

Our bespoke travel insurance offers cover in the instance that someone in your travel party catches Covid prior to departure. It also covers if they contract Covid whilst staying with us and it will also help with medical coverage. Our bespoke travel insurance does not cover for situations in which you have to quarantine pre or post vacation. You should always review your Policy of Insurance for information about benefits, limitations and exclusions and our Travel Advisors are available to answer any questions. 

For non USA guests we do not offer a travel insurance policy and so recommend purchasing independently. Should a guest need to file an insurance claim, we are more than happy to provide any booking evidence.

onefinestay exceptional circumstances

Should unforeseen circumstances arise, we will always endeavor to work closely with our long time homeowner partners to offer a solution to our guests. We do all we can to reach a fair outcome for all parties, however, this cannot always be guaranteed and standard terms may overrule. 

In the instance where a government closes an inbound destination due to covid, onefinestay will request a postponement from our villa and chalet partner or homeowner. However, this is a gesture of goodwill on their behalf and is therefore not guaranteed. If guests believe their booking is affected, they should get in touch at any point before their arrival date to discuss their postponement options (if available). 

If a postponement can not be arranged, a onefinestay covid voucher may be issued which allows guests to book a different stay in any one of our destinations. All onefinestay covid vouchers expire on the 31st December 2022. Stays must start before this date. Vouchers can be transferred to any guests over 25 years of age. 

Similarly, if a government closes outbound travel or advises against travel to an outbound destination as a result of Covid, onefinestay will request a postponement from our villa and chalet partner or homeowner. Due to our strong partnerships we are usually successful in a postponement, however, this is a gesture of goodwill on their behalf and is therefore not guaranteed. 

If quarantine requirements are in place at the time of travel but there are no official travel restrictions, we consider the booking to commence as normal.

Frequently asked questions

1. Can I cancel my booking and how do I do this?

Before cancelling, please ensure that you have read and understood the specific cancellation policy that applies to your booking. This can be found on your chosen home or villa’s listing page before you book, and is also available in your booking confirmation email.

Our cancellation and refund policies vary, and may offer full, partial or no refund depending on how close your cancellation is to your check-in date and your chosen destination. In order to cancel your booking, you must get in touch with us via email or phone.

Please note that until you have received a cancellation confirmation from us, your booking will not be cancelled.

2. How long does it take to receive a refund? 

Refunds can take up to 14 days, depending on the location of your booking and your bank’s processing times. It’s important to note that we are only able to refund back to the original bank account or credit card used for the booking. You will receive confirmation of your refund in writing after it has been processed.

3. Can I change the dates of my existing booking?

Possibly. In order to make a change to your existing booking, you will need to get in touch with us. We will make a change request to the villa, chalet or home owner on your behalf, and get in touch as soon as possible with the outcome. If your desired dates are not available, or the owner is unable to accommodate a date change, your original booking dates and terms remain.

4. Will the price of the booking be the same if I postpone my booking to a later date?

It depends. Our rates vary throughout the year, depending on the booking season. Your travel advisor will be able to provide new pricing information, should there be any changes, and the rate will be calculated on your newly selected dates.

5. Can I transfer my booking or onefinestay voucher to another guest?

Yes. To transfer your booking or onefinestay voucher to another guest, you’ll need to get in touch with us–please have all the relevant information to hand, including the details of the person you’ll be transferring the voucher to. All lead guests must be over 25 years old.

6. Where do I find my cancellation policy on my booking?

For city bookings, you can find your individual cancellation policy on the Terms and Conditions section of your booking record. For villa and chalet bookings, the information can be found within your initial booking confirmation email.

7. I need to change or cancel my booking! When do I notify you of this?

To avoid unnecessary charges if you want to change a booking; please ensure you have read your individual cancellation policy, as refunds and changes can vary depending on the notice period of your booking. 

• For home bookings in London, Paris, New York, Los Angeles, San Francisco and Sydney you should let us know as soon as your plans have changed. For standard bookings, your booking is 50% refundable up to 14 days prior, and non refundable within 14 days.

 For Flexible Rate bookings you can let us know more than two days before your check-in date 

 For villa and chalet bookings you must let us know prior to 90 days of your check-in date

8. Who can I contact to make changes to my booking? 

You can get in touch with one of our friendly team members via email or telephone. We are available 24 hours, so please do reach out to us as soon as you need to make a change to your booking.


If you’d like to reach us by telephone, please contact us using the relevant number below: 

United Kingdom: +44 800 808 5830 

France: +33 1 77 51 32 37 

United States: +1-855-553-4954 

Asia-Pacific: +61 2 5505 4022