At The Estoria Lagos, we understand that travel plans can change. Our goal is to provide flexibility while maintaining the operational standards that ensure every guest enjoys the exceptional service and experience we’re known for.

This policy outlines how we handle booking changes, cancellations, and refunds for both direct and third-party bookings.

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1. General Policy Overview

Our cancellation and booking change policy applies to all reservations made directly through:

• Our website (www.theestorialagos.com)

• WhatsApp or email correspondence with our Guest Relations team

• Phone bookings managed by The Estoria Lagos Property Management

Please note that bookings made through Airbnb, Booking.com, or other third-party platforms are subject to the cancellation policies listed on those respective platforms.

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2. Flexible Date Changes

We recognize that plans sometimes need adjusting, and we aim to support guests within reasonable limits.

• Guests may request date changes up to 7 days before check-in, subject to availability.

• Any rate differences between the original and new booking dates will apply.

• Requests made within 7 days of the check-in date will be reviewed on a case-by-case basis, but cannot be guaranteed.

• If a guest wishes to modify a booking within 24 hours of arrival, such requests are at management’s discretion based on apartment availability.

 

3. Cancellations & Refunds

We have designed our cancellation schedule to balance guest flexibility with the operational needs of our serviced apartments.

Cancellation WindowRefund Eligibility

14 or more days before check-inFull refund (100%) of total booking amount

7–13 days before check-in 50% of total booking amount retained

Less than 7 days before check-inNon-refundable

No-shows or early departuresNon-refundable

Refunds (where applicable) will be processed within 7–10 working days to the same payment method used for the booking.

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4. Special Considerations

• Medical or emergency cancellations: Guests who provide valid proof (e.g., hospital letter, flight cancellation notice) may be considered for partial credit towards a future stay, subject to management approval.

• Event or group bookings: May have separate cancellation terms defined at the time of booking.

• Peak season or promotional bookings (e.g., Christmas, Easter, Independence Week, “Dirty December”): These reservations are typically non-refundable, as stated at booking confirmation.

 

5. Early Check-Outs

• Guests who check out earlier than their confirmed departure date are not entitled to partial refunds for unused nights.

• Management may, at its discretion, offer a future booking credit depending on the reason for early departure.

 

6. Late Check-Outs

• Standard check-out time is 11:00 AM.

• Requests for late check-out (until 2:00 PM) are subject to availability and attract a ₦100,000 late check-out fee.

• Requests must be approved by the Property Manager and paid via POS or online transfer before extension is granted.

 

7. No-Show Policy

A reservation is considered a no-show if the guest fails to check in by midnight on the scheduled arrival date without prior written notice.

• In such cases, the booking is forfeited in full, and no refund will be issued.

• The apartment will be released for rebooking the following day.

 

8. Refund Process

Where a refund is approved:

• Refunds are made via the same payment method used for booking (POS, online transfer, or payment link).

• Please allow up to 10 business days for refund processing, depending on your financial institution.

• The Estoria Lagos is not responsible for delays caused by external payment processors or banks.

 

9. Booking Channels

If you booked through:

• Airbnb or Booking.com: Please refer to their platform-specific cancellation terms and manage your booking directly on their site.

• Direct Bookings: All requests must be sent to info@theestorialagos.com or through our WhatsApp line (+234-705-207-9197) for written confirmation.

 

10. Contact Information

For booking changes, cancellations, or refund inquiries:

The Estoria Lagos – Guest Experience Team
📞 +234-705-207-9197
📧 info@theestorialagos.com
🌐 www.theestorialagos.com

We are always happy to help with flexible solutions where possible.

 

11. Policy Acknowledgment

By confirming a booking with The Estoria Lagos, you acknowledge that you have read, understood, and agreed to this Cancellation and Booking Change Policy.