onefinestay portfolio & service

  • onefinestay, part of Accor, is a personal service for client’s who value exceptional quality homes and experiences in the most desirable destinations. From beachside estates to chic apartments and cosy ski chalets, our 5000 homes, villas and chalets are hand-picked for location, space, character, and comfort. onefinestay’s trusted destination specialists help your clients find their ultimate home-from-home, whilst every stay is professionally managed by a dedicated concierge team to ensure an effortless and enjoyable getaway. This includes a personal welcome, 24/7 guest support, housekeeping, and the option to add tailored services and experiences such as grocery deliveries, private chefs, childcare, excursions, and more.

  • Choose from one of our 4,000 unique homes, villas and chalets, in 0 global destinations. Our destinations are all over the world with a strong portfolio across the UK, Europe, Mediterranean, Caribbean & the US. You can find a full list of our destinations HERE

  • We have a number of exclusive properties, solely managed by onefinestay. These will all be clearly marked as exclusive on the listing.

  • We carefully curate home,villa and chalet rentals using onefinestay’s strict vetting criteria. We inspect every property in person for its quality, location, special features and character. Some of our homes and villas are exclusively managed by our in-house teams, while others are managed by professional partners to our high standards.

  • Besides our range of premium homes, villas and chalets, our greatest divergence from the marketplace is our professional and personalised full-service to guests. From our inception, onefinestay’s model has oriented entirely around delivering an elevated hospitality experience and peace-of-mind.

FAQs

 Commissions & agency benefits

  • Yes, all rates are commissionable across our entire portfolio. Everything you see on our website is inclusive of your commission.

  • We now accept net payment across our entire portfolio if you prefer to retain commission at the time of booking. Please advise this is your preferred method of payment to your destination specialist and they’ll update the booking accordingly.

  • Commission is processed 30 days following departure and upon completion of a self billing form with your bank details so we can process your payment.

  • Yes, please share your Accor Famous Agent number with your account manager to earn Famous Agent points on every booking. Once you’ve made a reservation at a onefinestay property, simply login to your account online at www.frhi.com/famousagents and submit the details through the wholesale section. Go to ‘My Account’ then pick ‘Submit Wholesale Reservations’ from the drop-down menu. This will log the booking and ensure that points are credited automatically for all qualifying stays

    If you have a past reservation that was not posted, we can add bookings for as far back as 6 months through the request missing stay section. Go to ‘My Account’, then pick ‘Request Missing Reservations’. These will be reviewed and adjusted accordingly.

    If they have questions simply reach out to Famousagents@frhi.com.

  • We belong to a number of travel consortia programs which receive a benefit for their guests. Contact your Account Manager or your internal portal to find out your consortia’s specific benefits.

  • Yes we do work both direct & B2B, however, commission is always inclusive in the publicly listed rates so there are no price discrepancies for you and your client.

Booking process

  • Check out our How to Book page to find out the easiest way to book your client’s onefinestay home. For any further questions, your dedicated Account Manager is always available to support and answer any further questions you may have.

  • Depending on the destination this will fluctuate generally between three to seven nights. We have a number of destinations which require a 30 night minimum and your destination specialist will always advise this at the time of enquiry. These include all New York homes and a select number in Los Angeles.

  • Saturday to Saturday check ins are common across our European Villa Collection in peak season (June - September). Outside of this, most destinations will allow check in on any day.

  • Our payment terms vary depending on the property booked and cancellation policy available. Standard payment terms for each collection is detailed below and you can read more on our flexible payment option currently available in London & LA.

    Home Collection (London, Los Angeles & Paris only) - A 50% deposit is required to secure a booking with final payment collected 30 days prior. Please note for Paris we can only accept credit card payments.

    Home Collection (Rome & Florence only) - A 50% deposit is required to secure a booking with final payment collected 90 days prior. Wire transfer, e-check and credit card payments are accepted.

    Villa & Chalet Collection - A 50% deposit is required to secure a booking with final payment collected 90 days prior. Wire transfer, e-check and credit card payments are accepted. Please note, there is a 3.5% surcharge* on credit card payments only. *Some exclusions apply

  • Yes! The policy is available in London & Los Angeles for bookings less than 30 nights. You may cancel or change your stay up to 5 days prior to the date of 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. 5 days or less before arrival the Flexible Rate becomes non-refundable. For example, if a guest is due to check in at any time on Saturday, cancellation needs to occur prior to midnight on the Sunday before. We encourage guests to cancel a Flex Rate booking free of charge within the notice period and re-book at a more convenient time rather than amend it. Blackout dates apply and policy is subject to homeowner approval.

  • Home Collection (London, Los Angeles & New York only)

    Yes. On arrival we will pre-authorise a credit or debit card. When your clients arrive at the home we’ll ask the lead guest for ID and a matching debit or credit card. We'll pre-authorise a ‘hold’ on the card (we can’t accept cash or cheques). The amount is held by your bank until we confirm that no damage was caused during your stay. We will release the hold within five days after your departure, but it can take your bank longer to process the request from the credit or debit card company.

    Home Collection (Paris, Rome & Florence only) - a security deposit may be collected in the final payment and released 30 days after check out pending no damage.

    Villa & Chalet Collection - a security deposit may be collected in the final payment and released 30 days after check out pending no damage.

  • Our cancellation policy ranges between a full refund up until 5 days prior and fully non refundable within 90 days. The policy will fluctuate depending on the destination and will always be advised at time of booking. You can find our latest cancellation terms on our website HERE.

  • For our partners, we can generally place a 48-hour hold on the home whilst you finalise the booking with your clients. Please note, holds are not available for Paris and we can only place a hold on one home at a time.

  • Yes, we have the option to generate unbranded PDFs upon request. Please ask your destination specialist who will be able to assist you.

  • No - we handle all bookings on behalf of our homeowners, local villa and chalet professionals. Guests can book online on our website or over the phone / email with one of our trusted Destination Specialists, who are available around the clock.

  • Certain destinations incur a credit card fee of 3.5%. This will always be advised at time of booking. As a general rule, all UK & European destinations are exempt as well as Los Angeles.

Pre & in-stay experience

  • We offer early check in and late checkout for a fee of 75% the nightly rate. Please note these options are subject to availability.

  • For no additional fee, we can coordinate a bag drop at the home as early as 12:30pm. The guest will then be notified when the home is fully prepared, no later than 4pm.

  • Yes! Our experienced concierge team will be in touch once the booking has been confirmed and can provide support and confirm additional services during the pre-planning process. In addition to 24/7 support, our dedicated team is on tap to arrange anything from car rentals and flights to private chefs, fitness instructors, nannies, grocery deliveries or excursions like helicopter tours or boating trips.

  • Absolutely! One of our Meet & Greeters will be at the home, villa or chalet to welcome you. If you're going to be running late or early, please let us know as soon as you can so that we can reschedule your arrival appointment. No matter where in the world your client is staying with us, a onefinestay smile is always there to greet them upon arrival.

  • This is something we’ve discontinued in recent years to remain environmentally friendly and as we found more guests preferred to use their own devices. Our team is still available 24/7 to answer any questions and support your client’s in-stay.

  • Whilst we take every action to avoid this scenario, there are exceptional circumstances which can mean a homeowner can cancel their stay. We will work with you to offer your clients an alternative of equal or higher standard and will always offer a full refund if the alternative doesn’t suit.