The short version
- More than 24 hours before arrival: cancel free, and anything you have paid comes back in full.
- Within 24 hours of arrival: the reservation is not refundable.
- If you do not arrive and have not told us, the reservation is treated as a no-show and is not refunded.
The 24 hours are counted back from our check-in time, which is 6:00 am. So for an arrival on a Friday, the free window closes at 6:00 am on the Thursday.
How to cancel
Open Manage your booking, enter your reference and the email address or phone number the reservation was made with, and send a cancellation request. You can add a reason, though you do not have to.
The request reaches our reservations team and your room stays reserved until a person has confirmed it. That is deliberate: nothing is released, and no refund starts, until somebody here has read your request and replied. You will hear back from us either way.
You can also call +234 906 155 5082 or message us on WhatsApp. A request made by phone is recorded the same way.
Refunds
A refund is returned by bank transfer to the account the payment came from. We do not send refunds to a different account than the one that paid, which protects you as much as it protects us.
A refund takes 3 to 5 working days to process from the point we approve it. Working days means Monday to Friday, so a cancellation approved late on a Friday will not usually start moving until the following week.
We will confirm the amount and the date it was sent. Once it has left our account the timing is with the banks — if it has not reached you within a working day of us sending it, contact us with your booking reference and we will follow it up with ours.
If we cancel
Rarely, a room becomes genuinely unusable — flooding, a failed air conditioner, damage from the room before yours. If that happens we will move you to a room of the same standard or better at no extra cost, and if we cannot, you are refunded in full regardless of how close to arrival it is. You are never out of pocket for a problem at our end.
Changing instead of cancelling
If your dates have moved rather than fallen through, ask us about changing them before you cancel. Moving a reservation is usually easier for both of us than cancelling and rebooking, and it avoids the question of refunds entirely. Changes depend on the new dates being available and on any difference in rate.
Non-refundable rates
Some rates are offered at a lower price on the understanding that they cannot be cancelled. Where that applies it is stated on the rate before you book and again on your confirmation. If your reservation does not say so, the terms on this page are the ones that apply.