Refund & Cancellation Policy

1. Scope

This policy applies to all room and suite reservations made directly with Citiresidence Lagos through our website, by phone, by email or in person. Bookings made through a third-party travel site or agent are also subject to that platform’s terms. Where those terms differ, the stricter terms apply and refunds are handled by the platform you booked with.

By confirming a reservation, you agree to this policy.

2. Cancelling a booking

Check-in time is 12:00 PM and check-out time is 12:00 PM. Cancellation periods are counted back from 12:00 PM on your arrival date, using Lagos time (WAT).

Cancellation is complete only when we confirm it in writing by email or WhatsApp. Please keep that confirmation.

3. Non-refundable and promotional rates

Rates marked “non-refundable”, “advance purchase” or “promotional” are charged in full at booking. They cannot be cancelled, changed or refunded, except where section 7 applies.

4. Changing your dates

You can change your dates free of charge if you ask at least [48 hours] before check-in, subject to availability. If the new dates cost more, you pay the difference at the rate that applies on the new dates. If they cost less, the difference is refunded or held as credit on your booking. Changes requested later than this are treated as a cancellation followed by a new booking.

5. Early departure and late arrival

• Early departure: if you check out before your booked departure date, we charge for the nights you do not use unless we are able to resell the room. We will tell you at check-in if this applies to your rate.
• Late arrival: please tell us if you expect to arrive after [10:00 PM]. Your room is held for your first night only if you have notified us or paid for that night. Otherwise it may be released and treated as a no-show.

6. How refunds are made

• Refunds are paid to the original payment method, in the same currency in which you paid.
• We process approved refunds within [5 business days]. Your bank or card provider may take a further [7 to 14 business days] to show the money in your account.
• Bank transfers are refunded to the account that sent the payment. We may ask for confirmation of the account details before we pay.
• We do not refund cash payments in cash unless you are present at the property with your receipt and valid identification.
• Exchange-rate differences and bank or payment-provider fees outside our control are not refundable.

7. When we cancel or cannot honour your booking

If we have to cancel your reservation, or we cannot provide the room you booked for reasons within our control, you will receive a full refund of everything you paid. Where possible, we will offer you an alternative room or property of comparable standard instead, which you can accept or decline.

Neither of us is liable for failure to perform because of events beyond reasonable control, such as natural disaster, fire, government restriction, civil unrest, strike, or major utility or transport failure. In these cases we will work with you to rebook your stay on new dates at no extra charge for the same room type, or refund the unused portion of your payment.

8. Problems with your stay

If something is wrong with your room or service, tell the front desk during your stay so we have the chance to fix it. Complaints raised only after check-out are harder to resolve, and any refund request related to the stay should be sent within [7 days] of check-out. We review each request individually and may offer a refund, partial refund or credit.

9. Disputes and changes to this policy

If you disagree with a charge, contact us first so we can look into it. We may update this policy from time to time. The version in force when you made your booking applies to that booking.

10. Contact us

To cancel, change a booking or ask about a refund: