Cancellation policy

(17 August 2020)

For details on our standard and flexible cancellation policies please see below. Some homes have particular cancellation terms, you can find them in the 'Policies' section on each home listing page. Our Travel Advisors will ensure you are aware of the home’s cancellation policy options when you book.

City Collection Standard rate cancellation policy

For bookings made more than 7 days before guests arrive, we offer a 24-hour period from the time of booking during which you can cancel and receive a full refund.

After the 24-hour period, we refund 50% of the booking value, up to 14 days before guests arrive. If you cancel within 14 days of arrival, the booking is non-refundable.

Villa Collection Standard cancellation policy

Cancellations made 90 days or more prior to arrival are subject to a 50% penalty on the total rental rate. Cancellations made inside of 90 days are non-refundable.

City Collection Flexible rate cancellation policy

Available in homes that offer a flexible rate* for stays starting from 1 June 2020 onward on bookings 30 nights or less.

You may cancel or change your stay up to 7 days prior to check-in with no charges. We take a 10% deposit to confirm the booking and the remainder of the payment 14 days prior to arrival. 7 days or less before arrival the flexible rate becomes non-refundable.

*Flexible rate is not available across all onefinestay homes

Flexible fee cancellation policy

No longer available, only valid for bookings before 15 March 2020.

Available for purchase on bookings less than $20k / £15k / €17.5k / AUD$30k.

If you've booked a flexible fee you can cancel your booking fully, or make one partial cancellation, at any point up to 48 hours before the start of the stay and receive a full refund, less the flexible fee itself. Within 48 hours of the start of the stay, we cannot refund the booking.

onefinestay Vouchers

If booking using a onefinestay voucher the cancellation policy of the bookings applies; standard or flexible. Should a booking made with a voucher be amended, the terms of the original voucher will apply to the amended booking. Any bookings made with a voucher and cancelled will receive a voucher in return with the original terms including expiry date.

If you have any questions, please contact us directly.



Coronavirus Covid-19 Exceptional Cancellation Policy

Valid for bookings made before 15 March 2020.

(4 September 2020)

The Covid-19 Policy is under review daily and updated with new travel restrictions as necessary.

onefinestay follows WHO health advice and the requirements of local health authorities with regards to travel restrictions. Our Covid-19 Policy is in line with the hospitality sector.

The World Health Organization has produced an informative video about travelling.

From July we are expecting to be fully operational within all our cities with enhanced housekeeping protocols in place we welcome guests to stay with us. For those who are not able to travel we are able to offer a voucher for a future stay.

City Collection Bookings:

To be eligible for the ‘Covid19 Exceptional Policy’ guests will be asked to provide proof of their inability to travel. The following are examples:

  • Flight cancellation notification (cancellation email)
  • Government travel restrictions or mandated quarantine (web page)
  • Doctor’s note

For valid non-flexible rate direct bookings until 31st October 2020 we can issue a voucher for the value of the booking, valid for 12 months. Stays must start within 365 days of the original check-in date.

If a guest has made a booking indirectly via an online travel platform, please speak to them directly regarding their booking terms and conditions and policies as they may differ to ours.

We will provide full documentation to make a claim on travel insurance should a guest wish to cancel.

Villa Collection Bookings:

For guests with existing reservations to areas with active travel restrictions, onefinestay will work with our trusted local villa partners to establish a future stay voucher. Vouchers for existing reservations are not guaranteed and are subject to the standard cancellation policy above.

Operations and in-stay guest support:

Our housekeeping teams are professional hospitality trained and monitored and follow strict cleaning and disinfecting protocols.

We strongly recommend guests take out travel insurance to have cover for inability to travel due to sickness or for illness during travel away from home. If a guest becomes ill before they stay with onefinestay we refer them to their travel insurance provider. If a guest becomes ill or suspects they have contracted the Covid-19 virus whilst staying in one of our homes or villas, our guest services team is available 24/7 for additional support. Upon first notification, we will contact the local health authority on behalf of the guest for instructions and work with them to deliver medicines, provisions or assistance as needed. If a guest needs to stay within the home they would need to pay for the additional nights.

If you have any questions, please contact us directly.