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 rate selected. We recommend that guests take out comprehensive travel insurance for added protection should unexpected circumstances affect their trip.
Guests can view the cancellation policies available for each home, villa or chalet on the individual listing. Our Destination Specialists will also ensure guests are aware of the cancellation policy options available before booking.
If flexible booking options are important, our Destination Specialists can recommend homes that best match your cancellation preferences.
Home Collection cancellation policy
Standard Rate
Applicable to stays of up to 29 nights
If guests need to cancel, we will 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.
Please note that the Standard Rate is only available on our exclusive homes in London and Los Angeles.
Flexible Rate
Available on stays of up to 30 nights
Guests have the option to cancel or change a stay up to five days before 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 that once a home is booked with a Flexible Rate, it is not possible to cancel and rebook it without the Flexible Rate.
Please note that the Flexible Rate is only available on our exclusive homes in London and Los Angeles.
Long Stay Rate
Applicable to stays of 30 nights or more
If guests wish to cancel, we will 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 nights are non-refundable.
During the stay, guests may cancel at any time with 30 days’ notice. The remaining nights of the stay will be refundable; however, the first 60 nights will remain non-refundable.
Please note that the Long Stay Rate is only available for our exclusive homes in London and Los Angeles.
Villa & Chalet Collection cancellation policy
Standard Rate
Including our Home Collection in Rome and Florence.
If guests wish to cancel, we will 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 Destination Specialists, as they may be able to negotiate greater flexibility, especially outside of peak season, or recommend alternative homes with more flexible cancellation terms.
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 a full, partial, or no refund depending on how close your cancellation is to your check-in date and your chosen destination. To cancel your booking, you must get in touch with us via email or phone.
Please note that your booking will not be cancelled until you have received a cancellation confirmation from us.
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 issue refunds to the original bank account or credit card used for the booking. You will receive written confirmation of your refund after it has been processed.
3. Can I change the dates of my existing booking?
Possibly. To make a change to your existing booking, you will need to get in touch with us. We will submit 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 will remain in place.
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 Destination Specialist will be able to provide new pricing information should there be any changes, and the rate will be calculated based 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 booking or voucher to. All lead guests must be over 25 years old.
6. Where do I find the cancellation policy for my booking?
For city bookings, you can find your individual cancellation policy in 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?
To avoid unnecessary charges, if you want to change or cancel a booking, please ensure that you have read your individual cancellation policy, as refunds and changes can vary depending on the notice period for your booking.
- For home bookings in London and Los Angeles, you should let us know as soon as your plans change. For Standard Rate bookings, your booking is 50% refundable up to 14 days before arrival 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, please refer to your booking confirmation email for the exact cancellation terms.
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 a day, so please reach out to us as soon as you need to make a change to your booking.
Email: advisors@onefinestay.com
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