Frequently asked questions

LONDON HOMEOWNERS

Frequently asked questions

About Veeve

Who are Veeve?

We are the leading high-end short-term rental management company in London and Paris, with over 1,500 exceptional privately-owned homes under management, each held to the highest standards of guest experience and homeowner service. We are part of the UnderTheDoormat Group, an award-winning property technology group recognised by Deloitte as one of the UK's fastest-growing tech companies, by PwC as one of the UK's top female-powered businesses, and by Skift as one of the top companies globally shaping the future of short-term rentals. The Group operates across every part of the short-term rental market, from full-service property management through to enterprise technology and global corporate travel distribution.

What can I expect from Veeve in terms of service?

Who will be my dedicated point of contact at Veeve?

How will I be kept informed throughout the transition?

Your Team and Suppliers

What continuity can I expect in the people and suppliers managing my home?

We are working closely with onefinestay to ensure as smooth a transition as possible, and anticipate that a number of the team members who know your home well will be joining us ahead of the transition. In addition, the trusted suppliers and service providers who look after your home day-to-day will remain the same. From the outset you will be in familiar, experienced hands.

Who should I contact during the transition period?

Your Agreement and Finances

What happens to my revenue share / payment model?

Your revenue share model stays exactly the same. The percentage you currently have agreed with onefinestay will be carried over to Veeve without any changes.

What do I need to do to ensure my home continues to be managed by Veeve?

When and how will I receive my final payment from onefinestay?

Your Bookings and Calendar

What happens to my existing confirmed bookings?

All of your confirmed bookings are safe and will go ahead exactly as planned, whether they fall before or after the transfer date. We will take over the management of any stays after the transfer date, and both the Veeve and onefinestay teams are working closely together to ensure a smooth and seamless handover of all reservations. You don't need to do anything.

What happens to my pricing and availability calendar during the transition?

Which booking platforms will my property be listed on with Veeve?

Will Veeve open up any new distribution channels for my property?

Will my existing pricing and booking policies be carried across to Veeve?

What happens to my listing content, photos and pricing during the transition?

Property Operations

What insurance cover does Veeve provide for my home?

Your home will be covered by our comprehensive Lloyd's of London-backed insurance policy, which offers enhanced protection compared to the policy previously held with onefinestay. Our current policy has been carefully selected to provide our homeowners with strong levels of cover across all key areas. To give you a sense of the difference, our contents, fixtures and fittings cover is £100,000 and buildings cover is £2m, compared to USD25,000 and USD1m in the onefinestay policy, with similarly higher limits across loss of rent and public liability. As always, this sits alongside any personal insurance you may already hold. If you'd like to receive a copy of the policy summary or have any questions about your cover, we'd be very happy to help.

How does Veeve manage cleaning, maintenance and housekeeping?

How will any ongoing maintenance or property work be handled during the transition?

What happens to key holding and the check-in / check-out process?

How does Veeve handle out-of-hours and emergency support?

Your Guests

How does Veeve ensure the same quality guest experience?

Maintaining the guest experience is a shared priority for both teams throughout the transition. Veeve's guest experience team will be fully briefed on every property ahead of taking over, including each home's specific setup, guest preferences and any in-stay services. You can be confident your guests will receive the same high standards they expect from the moment Veeve takes over.

How will guests with existing reservations be kept informed?

What happens to my property's reviews and ratings on booking platforms?

Who will collect guest payments and handle security deposits after the transfer date?

What happens to additional services already booked and paid for by guests?

Still have a question?

Please email us on londonhomeowners@veeve.com