"unhappy home owner"

II’ve listed my Brooklyn townhouse with onefinestay for the past few years and have been generally satisfied with the quality of customer service and the condition of the house at the end of a rental period. I am very unhappy, however, with two recent experiences in which I was contacted about “last minute” rentals within a day or two of the rental period. Twice now, I have been told a guest had “booked” the house and, in an attempt to be accommodating, have spent considerable time on the eve of my own travel preparing the house (moving musical instruments, putting away valuables, updating instructions, changing the schedule of my house keeper and repairman, letting my college-aged children know they couldn’t use the house in my absence, etc.), only to discover during my trip or upon my return home that “the guest had changed their mind” and the house hadn’t been rented out after all. The more recent time this occurred, the cancellation happened less than 24-hours before the 9am deadline for the host to vacate the premises.

When I asked for a de minimus cancellation fee of 1 night on a six night rental, I was turned down. In a retaliatory move that, if it were to take place in an employment context could easily result in a law suit, I received an email in response to my second attempt to negotiate a reasonable cancellation fee, stating essentially that my services were no longer required:

The sentence “As this guest did not end up booking your home, unfortunately there is no compensation we're able to offer, as this was not a cancellation.”

was directly followed by the sentences:

“Separately, I did want to reach out to you, as we've recently reviewed your home, recent guest feedback, and how your home currently fits into our portfolio. Since we started listing your home in 2014, we have learned more about the type of home our guests are looking for, and we've discovered that our guests' tastes have changed as the market has changed. We're always working to refine our portfolio, and as such, we do need to make difficult decisions from time-to-time.

After reviewing your home with our team and discussing the recent demand we have seen, we believe it will be best to formally end our partnership in your home at this time.”

Needless to say, at that point the feeling was completely mutual. I’m currently reviewing my options with respect to being compensated fairly. I would recommend that home owners – especially those who care enough about potential renters to spend time and effort making the rental experience as pleasant as possible (eg rescheduling home repairs so as not to interfere with guests’ enjoyment, changing a housekeepers’ schedule to accommodate rental dates, etc.) think twice about signing up with onefinestay. I’ve read the other reviews, and while the customer service folks at onefinestay are very polished and talk a good game, I find myself agreeing with the reviewers who feel that the company is too profit-driven to maintain successful relationships with home owners and guests over the long haul.

"Not recommended"

UPD.: All people should think twice before booking with this company. They are even not try to help people get all important information about problems in house first (they put info about construction in the house in the bottom (!!) of the page, after all laudative description and beautiful photos, and after all problems they pretend everything is fine. Is it the behavior of the company taking care about clients and their rest? I think no. Used their competitions many years, never met such bad experience.

Unfortunately, I have to admit that we were extremely disappointed with the «onefinestay» service. Our short stay was totally not fine. It was the first time I was using it and was expecting something really special and different from similar rent-a-flat services. But my hopes were to crush. First of all, we did not even know that entire house was under the construction. This information was given shortly and standing on the last place in the «home regulations» section, even not in the «description» section. For sure people read the «home regulations» when they are checked-in and «description» when choosing the apartment. The thing is that such an important information is to be given firstly, we would never choose it if we were informed properly. Nonetheless, I guess you can not call it «minimal disruption» (as it was called by «onefinestay») when you wake up at 8 o’clock in the morning because of loud voices just behind your windows, sounds of noisy drilling instruments and furthermore awful annoying smell of paint. The windows are so thin that we had a feeling like in the flat were living five more people with us, especially taking into consideration that they were speaking louder than we. We could hardly stay there for one day and moved out. Of course, we were expecting from a «luxurious» service something more than just sending us a letter with «sorry to hear» and that’s it.

Sorry to say that we will definitely not wish anybody else to have such a «fine stay».

"One Fine Stay is simply a great…"

One Fine Stay is simply a great operation.... We have now used them for for stays of between 2 weeks and 3 months, in both London and Paris. 110% satisfied... The accommodations are always extraordinary, and there is always support available if even the smallest thing goes wrong....and the customer service people are uniformly helpful, friendly, and good at what they do... I will always prefer One Fine Stay whenever they are an option in the market I'm visiting

"We had a fantastic stay"

We had a fantastic stay. Just perfect! The location and the apartment were just as shown in the pictures. Apartment was well equipped and secure .

"OFS in Paris and NY"

We have used OFS twice now, once in Paris a little over a year ago and once more recently in New York last week. In both cases the apartments were as described, reasonably maintained, moderately equipped with kitchen items and clean. Check in with the greeter was flawless and check out was easy. In the case of Paris we had plumbing issues and they dispatched a qualified person within the hour on a holiday weekend. In the case of new york, we didn’t need any support.

"Lovely apartment in an ideal location…"

Lovely apartment in an ideal location in London. Spacious, bright and airy environment. Short walk to the Tube station. Awesome pub next door! Attentive service by Onefinestay personnel. I will definitely book it again when I am back in London.

"Smooth communication and lovely people…"

Smooth communication and lovely people to deal with - the entire process was quick and simple. The home we rented was beautiful (better than the pictures!!), trendy and had everything you could need. It really felt like living in the community and being a local in the busy city streets! A one of a kind experience, we will be back. Thank you OFS!

"NYC apartment"

Myself and two friends booked an apartment in NYC East Village. Check in and out was super easy and the apartment was so cute. We loved staying in an area felt very local and didn't seem too touristy. The apartment had everything that we needed and the welcome package was a nice touch(and had great coffee!). We loved having the extra space an apartment provided and a garden to relax in away from the hectic city life.
I would definitely recommend onefinestay!

"L’équipe qui s’occupe de mon…"

L’équipe qui s’occupe de mon appartement est professionnelle et sympathique
En revanche la rémunération qui me revient est parfaitement insuffisante . Il y a des moments où je me demande si c’est la peine de louer ou pas
A aucun moment l’usure n’est prise en compte surtout dans un appartement de petite taille.
Par ailleurs, il me serait agréable de connaître régulièrement l’origine des locataires . Et je ne reçois plus de compte rendu de fin de location.

"Excellent communication and service"

Excellent communication and service ! Great team.