Cancellation and Refund Policy

1. Cancellation Timeframes & Charges

Standard Bookings:

• Free Cancellation: Cancel up to 48 hours (2 days) before check-in for a full refund
• Late Cancellation: Cancellations made within 24-48 hours of check-in will incur a charge of one (1) night's accommodation
• Same-Day Cancellation: Cancellations made less than 24 hours before check-in will incur a charge of two (2) nights' accommodation

Peak Season & Special Events:

• Free cancellation up to 7 days before check-in
• Cancellations within 7 days: 50% of total booking amount non-refundable
• Cancellations within 72 hours: 100% non-refundable

Extended Stays (7+ nights):

• Free cancellation up to 7 days before arrival
• Cancellations within 7 days: First 3 nights non-refundable

2. Refund Processing

Refund Timeline:

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Bank transfers may take 7-14 business days to reflect in your account

Refund Methods:

• Paystack/Flutterwave: Refunded to original card/account
• Bank Transfer: Refunded to your account (provide account details)
• Cash Payments: Refunded in cash or bank transfer (your choice)
• POS Payments: Refunded via bank transfer

Administrative Fee:

3. No-Show Policy

• Failure to arrive on your scheduled check-in date without prior notification will result in:
  • First night charged for standard bookings
  • Full booking amount charged for peak season/special events
• We attempt to contact no-show guests via phone/SMS before charging

4. Early Departure

• Guests who check out before their reserved departure date:
  • Will be charged for all originally booked nights
  • No refund for unused nights unless prior arrangement is made
  • Exceptions considered for emergencies (management discretion)

5. Modification Policy

Date Changes:

• Free modification up to 48 hours before check-in (subject to availability)
• Modifications within 48 hours treated as cancellation + new booking
• Rate differences apply if new dates have different pricing

Room Changes:

• Upgrades: Pay the difference
• Downgrades: Refund difference (minus ₦2,000 admin fee)

6. Force Majeure & Emergency Cancellations

• Natural disasters (flooding, severe weather)
• Government travel restrictions or lockdowns
• Medical emergencies (with valid documentation)
• Flight cancellations (with airline confirmation)
• Death in family (with death certificate)

7. How to Cancel or Request Refund

Contact Methods:

Required Information:

• Full name on reservation
• Booking reference number
• Check-in and check-out dates
• Reason for cancellation
• Preferred refund method

Confirmation:

8. Special Conditions

Group Bookings (5+ rooms):

• Different cancellation terms apply
• Contact our events team: events@pinoseviewhotel.com
• Deposit: 30% non-refundable

Corporate Accounts:

• Custom cancellation terms per contract
• Contact: corporate@pinoseviewhotel.com

Third-Party Bookings:

• Bookings via Booking.com, Expedia, etc. follow their cancellation policies
• Contact the platform directly for cancellations

9. Dispute Resolution

• Disputes must be raised within 14 days of charge
• Contact: manager@pinoseviewhotel.com
• We respond within 48 business hours
• Escalation: Edo State Consumer Protection Agency (if unresolved)

10. Policy Changes

• We reserve the right to modify this policy
• Changes apply to future bookings only
• Updated policy posted on our website
• Current policy: https://pinoseviewhotel.com/refund-and-cancellation-policy

11. Acceptance of Policy

• Read and understood this cancellation and refund policy
• Agreed to the terms outlined herein
• Received a copy of this policy (via email or website)

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