"Reputation, once lost, cannot be easily regained"

As so many others have shared here, Onefinestay has shown itself to be an utterly uncaring and unethical company. We too had to cancel our planned stay in London due to government imposed travel restrictions and lockdowns in both the US and the UK. While “force majeure” is a legal concept onefinestay readily recognizes for homeowners, it turns a blind eye when such catastrophic events as Covid-19 affect the plans of renters unable to stay in their homes. In our case, despite admitting that the home in fact was unavailable for use due to the lockdown, they refused a full refund - offering a useless coupon for a future stay or 50% refund. As the saying goes, buyer beware, and I would caution anyone considering onefinestay for their holiday plans to absolutely stay away from this outfit.

As you can see from their reply they continue in their obstinate stance despite Accor, their parent company, offering full refunds for guests at hotels in the U.K. that are impacted by the government shut down. I stand by this review.

"COVID-19 - Accommodation Cancellation - Refusal of Refund"

We were obliged to return to Australia from NYC after 5 days of a 4.5 week stay at a onefinestay (OFS) property owing to the COVID-19 State of Emergency declaration in the city on 12 March. Our departure therefore was caused by events beyond our control. OFS has refused to refund us the unused portion of our accommodation, instead offering a voucher of 12 mths validity which is of absolutely no use to us. Our accommodation booking was for the express purpose of having a 'live in New York' experience. Our government advises that international travel for Australians will not re-commence for at least one-two years, and/or until a proven vaccine is available. We therefore cannot return to New York (we have no interest in any other international destination). We are bitterly disappointed in OFS's attitude which has left us disillusioned, and mistrustful of their shallow efforts to compensate us. They have retained US$5,825.00 of our money. OFS claim they reached out to the owner who will not entertain a refund. This is unconscionable in the circumstances (i.e. a declared pandemic which threatened to, and has, killed tens of thousands of people in NYC). Apart from the owner's extraordinary disdain of our situation totally beyond our control, and happily keeping our money, our contract was with OFS, not the owner, and it is OFS's responsibility to refund us. We will not be using OFS again owning to its cynical and unethical treatment of us.

"Customer care"

Had to cancel reservation for a family celebration in London due to Covid. One Fine Stay refused to give a refund and only offered a voucher
which we don’t want.
A very disappointing response from a company who claim to be at the top end of the market.
They deserve the reviews they are getting.

"Putting themselves first."

Putting themselves first. I had to cancel my recent rental with onefinestay due to travel restrictions imposed as a result of the Covid 19 pandemic. Onefinestay, other than offering coupon for which I would have no use, made no adjustment to their cancellation policy to reflect circumstances that were completely beyond anyone's control. As a result they kept half my money for a service they were unable to deliver. Deplorable. I suggest you take that sort of treatment into account when making a booking.

"I used to be a loyal customer of One…"

I used to be a loyal customer of One Fine Stay. I would tell everybody about this wonderful company, their top-notch customer service, their beautiful properties. But the way they are responding to the global pandemic is shameful. I will be taking my business elsewhere in the future. I guess they won't care since they expressed in their email that they refuse to refund our money because they care more about their home owners than their customers. Good luck with that! Nobody in their right mind should pay more to get less, and that's exactly what you get with One Fine Stay. Go to airbnb. They do care about their customers.

"So very helpful and efficient!"

We had to cancel our trip to Rome due to the COVID-19 outbreak. Onefinestay were so efficient. As soon as I emailed them regarding the cancellation, they responded immediately and refunded the money back into my account within 2 days. They truly could not have been more helpful. Thank you so very much OFS!!

"FACTS ARE FACTS- NOT OPINIONS"

PLEASE NOTE ONE THIS IS AN EDITED REVIEW AS MY INITIAL REVIEW WAS CHALLENGED BY ONE FINE STAY DUE TO MY BEING UNHAPPY WITH THE CANCELLATION POLICY OF THE 3RD PARTY AND CLAIMING I MADE DEFAMATORY ACCUSATIONS. WHO WOULD NOT BE ANGRY TO LOSE NEARLY $6000 THROUGH NO FAULT OF THEIR OWN? PLEASE SEE BELOW-I STATE UNEQUIVOCALLY PLUM GUIDE ( THE THIRD PARTY) HAS BEEN HONORABLE AND JUST RETURNED OVER $3000 OF THEIR COMMISSION. THIS REVIEW IS FACT NOT UNTRUE OR DEFAMATORY. I AM POINTING OUT THE VARIOUS EVASIONS USED BY ONE FINE STAY TO REFUSE A REFUND DURING THIS CRISIS NOT THE PLUM GUIDE!!!!! THIS IS THE CHRONOLOGY- QUOTES DIRECTLY FROM EMAIL FROM ONE FINE STAY.

1)The Plum Guide marketed my choice under a
fictitious name of a non existent person. They collected my money and called themselves Marcos Los Arcos totally fictitious name.
2) The real renter was ONE FINE STAY who have their own website and books these apartments.
3) One Fine Stay is in fact owned in part by the French hospitality giant ACCOR.SEE THEIR LOGO ON THE WEBSITE.
So three layers of marketing where the buck can be passed and blaming the other entity.
As a consumer I have little recourse where to turn
ONE FINE STAY and ACCOR has kept 50% of my payment and shared it among themselves and THE PLUM GUIDE.
I urge anyone to avoid using this company and in turn I am boycotting all Accor brands which I had formerly used in my travel.


I quote from my email .

If you were to cancel your booking now or prior to 14 days of your arrival, you would receive a 50% refund of your booking (£6790.50).
Unfortunately, as per our cancellation policy, the booking becomes non-refundable 14 days before the check-in date, therefore we won't be able to process the refund after the 18th of March.
Please see the link below for more info:
I CANCELLED THE BOOKING ON THE 15TH OF MAY WITH THIS WARNING THAT I WOULD NOT EVEN RECEIVE 50% IF I DELAYED.
WE KNEW LIVING IN ASIA THAT WE COULD NOT HONOR THIS BOOKING. I HAVE NOW BEEN INFORMED BY THE PLUM GUIDE THAT THEY HAVE TRIED TO NEGOTIATE WITH ONE FINE STAY BUT THAT THEY HAVE REFUSED.


MY EMAIL FROM THE PLUM GUIDE.
Reply from Plum Guide
5 days ago
Good afternoon Ron,

Thank you for your patience on this matter and please do accept my apologies for the delay in response. We have continued the discussion with your host on your behalf and I am afraid that in this instance, your host has again declined our request to issue a further refund. I am truly sorry and please know that I did my best to explain your perspective to them.

I can however confirm for you that Plum will be refunding for you a full refund of our fees on your reservation. This can take up to 5 working days to reach your account.This refund was made promptly but One Fine Stay would not and did not.

FACTS ARE FACTS. NOT OPINIONS

"PLEASE GIVE YOUR BUSINESS TO SOMEONE ELSE!!!! THEY ARE THIEVES!!!!"

PLEASE for your sake and the sake of your wallet book elsewhere. This company is so shady and corrupt. I am absolutely dumbfounded and saddened that during a global pandemic they refuse to accommodate and help out their customer. This has put my family and I in a situation I never thought I would need to be in and their indifference to others' suffering and needs is despicable. I wish I had known what kind of business I was dealing with before I got involved and I advise you to stay away for your own sake and because there are other companies that care more about you than this one.

"Most corrupt company I've ever encountered"

Do not ever book with this company. I repeat, stay away from this company. During a global pandemic they are refusing to give a refund or credit to anyone who has booked a stay with them. Despite countries being put on lockdown, flights being cancelled, and customers with auto immune issues who cannot travel. They don’t care at ALL. They actually emailed us back and told us that the reason they refuse to refund our money is because their home owners depend on this money for income. What about us? The people who earned it don’t deserve to keep their money? Hotels, air b n b, and airlines around the world have offered full refunds. This company refuses to cooperate.


As you can see, the company has just copy and pasted responses that a lawyer or pr group came up with.

UPDATE: PLUM GUIDE fought for us and were able to get us a refund. One fine Stay did everything, and I mean EVERYTHING, in their power to hold our money, do the wrong thing, and steal from their customers. They pulled every trick they had. The country we were traveling to is on a full lock down and they STILL did not want to refund us our money. Learn from this example, just stay away from this company.

"Choose VRBO or Airbnb instead"

Globally difficult to get in touch with. They were inflexible during the Coronavirus epidemic despite most shops, services, and flights being non-operationable. Have stayed with similar companies e.g. VRBO and Airbnb multiple times with much better service. A real disappointment.