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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 stay with us. 

Guest wellbeing and safety

Guest wellbeing and safety will always be paramount to us at onefinestay. As per our Housekeeping & Guest Safety Commitment, we ensure that our professional housekeeping staff are trained to the highest levels in hospitality, following best practices when it comes to sanitization, so our guests can rest assured that our homes, villas or chalets are sparkling clean and in line with Covid regulations ready for guests' arrival.

Our dedicated concierge and service teams are available 24/7 to advise and assist you on all matters regarding home and guest safety; from help arranging medical care to directing you to local test points, please do not hesitate to get in touch with us at any point.

Complimentary medical solutions in partnership with AXA

We have partnered with AXA, a world leader in insurance and assistance, to provide guests with a choice of two medical assistance services during their stay, free of charge. 

Discover our partnership with AXA

Exceptional circumstances

If a guest cannot travel because of exceptional circumstances, we will do our best to accommodate changes to the booking, however as we work with a range of homeowners and suppliers, this is not always possible. We therefore always recommend our guests be covered by comprehensive travel insurance.

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Travel insurance

Depending on where our guests are located, we recommend two top-quality travel insurers to provide complete cover for your trip: Battleface and Travel Guard. 

Travel Guard is solely for our guests in the USA, while Battleface may be used by guests from most destinations across the world. Both of these companies offer cover for delays and cancellations caused by Covid19. 

Want to find out more? Speak to a Travel Advisor for more details.

Booking cancellation policies

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

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

View cancellation policies