Cancellation policies and more
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. However, our policies do not cover last-minute cancellations outside of the booking terms, COVID-19 related or otherwise. Therefore we recommend our guests always take out comprehensive travel insurance for any trips.
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.
Our standard 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 before travelling. We therefore recommend reviewing the local government guidelines regarding international travel before booking a stay with us - access the latest travel information for the USA and UK.
While we will try our best to help our guests amend their booking dates if their travel is affected by COVID19, this is not always possible and therefore we advise our guests to take out comprehensive travel insurance for the duration of their trip.
Home Collection cancellation policy
In London, Paris, New York & Los Angeles
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.
Available on stays up to 30 nights
Guests have the option to cancel or change a stay up to five days of the arrival date, with no charges applied. Should a guest cancel five 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.
(Please note, the Flexible Rate is not available for our homes in Paris)
Long Stay Rate
Applicable to stays of 60 nights or 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.
(Please note, the Long Stay Rate is not available for our homes in Paris)
Cool off period
For bookings made in our London & Los Angeles 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.
Villa & Chalet Collection cancellation policy
Including our Home Collection in Rome & Florence.
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 may be able to negotiate more flexibility, especially outside of peak season, or recommend alternatives with more flexibility.
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 and Los Angeles 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 five 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