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Cancellation policies and more

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Enjoy peace of mind when you need it most

With restrictions being lifted across many locations worldwide, a return to normality may soon be on its way. Many have received their vaccinations against Covid-19, and are looking to travel and enjoy a relaxing break away once again. However, we understand that some of our guests may still feel a little hesitant or worried to book a stay with us. At onefinestay, we have put various measures in place to help you enjoy peace of mind when booking your next unforgettable stay with us. 

Some of our homes offer more flexible options. Should unforeseen circumstances arise, we endeavor to work closely with our homeowner partners to offer flexibility to all our guests. However, this cannot always be guaranteed, especially if a Flexible Rate is not purchased at the time of booking. Regardless, we will do all we can to help our guests reach a fair outcome for all parties.

Guest safety will always be paramount to us at onefinestay, and we are available around the clock to assist with booking queries or any unexpected issues that arise during your stay. From replacing light bulbs to arranging medical care, please do not hesitate to get in touch with us at any point–after all, we want your stay to be as care-free as possible. 

The standards of our professional housekeeping team are exceedingly high, with our team following best practice when it comes to Covid sanitation. Our staff are trained to the highest levels in hospitality so you can rest assured that your home, villa or chalet will be fully sanitised and in line with Covid regulations ready for your arrival. 

Our dedicated concierge and service teams are on-hand to advise you on Covid-19 testing locations and availability within your current location and where you will be travelling to. We advise you to take a look at your local government guidelines regarding international travel before booking your stay, as we are not liable for any misunderstanding regarding testing and travel guidance. You can find the latest travel information for the USA and UK here.

Our cancellation policies

We offer several cancellation policies that vary depending on the holiday home, chalet, or villa of your choosing.

Our travel advisors will ensure that guests are aware of their cancellation policy options before booking; guests can also view this information on each individual listing page. If you’re planning on booking online without speaking to one of our travel advisors, we recommend that you read through the policy on your chosen listing page before booking.

See below for an overview of our current cancellation policies.

Standard cancellation policy

Our Standard cancellation policy is valid on bookings of less than 60 nights. If you are confident that you will not need to change your plans or have an adequate travel insurance plan, our standard cancellation policy will be suitable for you. This policy will vary depending on your chosen destination. The policy is as follows:

Valid across Home Collection 

in London, New York, Los Angeles, San Francisco & Sydney

For any bookings made more than seven days before arrival, we offer a 24-hour window in which you can cancel your booking and receive a full refund. After this 24-hour period, we refund 50% of the booking value, up to 14 days before your arrival date. Should you cancel within 14 days of your arrival date, the booking will unfortunately be non-refundable.

Valid across all Villa Collection & Chalet Collection

Plus Home Collection in Paris, Rome, Milan & Florence

Any cancellations made 90 days or more before the arrival date will forfeit 100% of the deposit value (50% of the stay value). Cancellations made within 90 days of the arrival date are non-refundable.

Flexible Rate cancellation policy

For those who require a little more flexibility in their plans, we offer a Flexible Rate which costs +10% of the standard rate fee. This can also be a convenient option for those who don’t have travel insurance that adequately covers unforeseen circumstances.

Once you book a home with the Flex Rate, you can’t cancel your booking and rebook without the Flex Rate.

Valid across Home Collection 

in London, New York, Los Angeles, San Francisco & Sydney - selected homes

Our Flexible Rate is valid on bookings of less than 30 nights. Rate options can be viewed on each individual listing page, so you’ll be able to see if it’s available on your chosen holiday home before you book. Alternatively, our travel advisors can offer a selection of homes within your preferred location and budget that offer our Flexible Rate.

With our Flexible Rate, guests have the option to cancel or change their stay within two days of their arrival date, with no charges applied. A 10% deposit will be taken immediately, confirming your booking. The remainder of the payment is taken 14 days prior to your arrival date.

Should you cancel two days or less before your arrival, the Flexible Rate becomes non-refundable. For example, if a guest is due to check-in at any time on Wednesday, cancellation needs to occur prior to midnight on Sunday.

We encourage guests to cancel a Flexible Rate booking free of charge within the notice period and re-book at a more convenient time rather than amending it due to potential availability difficulties with the homeowner.

Longer Stays cancellation policy: 60+ nights 

Our Longer Stays cancellation policy covers all stays longer than 60 nights in the following locations:

Valid for Home Collection

in London, New York, Los Angeles, San Francisco & Sydney

Cancellations made within 24 hours of your booking confirmation are 100% refundable. For stays of 60 days or more, if guests cancel with more than 14 days notice prior to their check-in date, they will receive a refund of 50% for the first 60 days. If less than 14 days notice is given before the check-in date, the first 60 booked days are non-refundable. During your stay, you are able to cancel at any time within 30 days notice. In these circumstances, the remaining nights of the holiday will be refundable, however, the first 60 days will remain non-refundable.

Travel insurance

We strongly recommend that our guests take out comprehensive travel insurance to cover any disruptions and unforeseen circumstances that may arise and affect their stay. We do not offer travel insurance, but are more than happy to provide any booking evidence should one of our guests need to make an insurance claim. 

We encourage guests to look for a comprehensive policy that pays in full for the following circumstances:

 If a guest catches Covid and can’t travel 

 A guest has to self isolate and unable to travel

 The government advises against travel to the destination 

 The destination is closed to tourists

 Quarantining is required 

 Repatriation costs

Covid-19 Exceptional Policy

Given the unprecedented and ever-changing nature of the pandemic, we are working hard to ensure that our guests are not left in the dark when it comes to updates regarding their stay. We continue to work with our trusted homeowners and partners to try to provide fair outcomes for our guests, however, in some instances, we are contractually bound to standard terms. As such, we highly recommend that our guests organise comprehensive travel insurance as soon as they have booked their stay. 

In the instance where a government decides to close an inbound destination as a result of covid, the villa, chalet or home owner will offer a free postponement in the same villa, chalet or home. In exceptional circumstances, full refunds may be offered although this is rare. As an alternative, a onefinestay covid voucher will be issued which allows guests to book a different stay in any one of our collections (see below). 

Should a refund be agreed by the villa, chalet or home owner, onefinestay will issue a full refund regardless of the notice period in which the guest cancels. 

Similarly, if a government closes all inbound and outbound travel or advises against travel to an outbound destination as a result of Covid, onefinestay will request a postponement from our villa, chalet or homeowners. However, this is a gesture of goodwill on their behalf and is therefore not guaranteed. As a result, we strongly recommend that our guests take out travel insurance to cover any unforeseen events related to Covid. 

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

onefinestay covid vouchers 

Our onefinestay covid vouchers are offered in exceptional circumstances only and allow guests to book a different stay at a later date, in any of our destinations across the world. This provides a vast choice of over 5,000 homes, chalets, and villas from our whole collection.

For those booking with a onefinestay covid voucher, the cancellation policy of the original booking still applies; both standard and flexible. For any amendments made to bookings with a voucher, the terms of the original booking will be applied. Should you wish to cancel a booking made with a voucher, you will receive a voucher in return with the original terms and specific expiry date.

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.

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, 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