Cancellation Deadline: We understand plans can change. If you need to cancel or modify your reservation, please do so no later than 24 hours before your scheduled arrival date (i.e., at least one day prior), or by 8:00 AM on the intended check‑in day, whichever comes earlier. This advance notice allows us to avoid unnecessary charges and possibly offer the room to other guests. You can cancel or request changes by using our website’s reservation management system or by contacting our reservations team via email or phone.
Late Cancellation / No-Show: If you cancel less than 24 hours before arrival, or fail to show up on the arrival date without notice (a “no‑show”), your reservation will be considered forfeited. In such cases, no refund will be issued and the total amount paid for the first night (or as per rate rules) will be retained as a no‑show fee.
Cancellation Fee: All reservation cancellations, even those made within the allowed time, will incur a processing fee of 15% of the total booking amount (this is to cover administrative and payment processing costs). This 15% will be deducted from any refund due to you. The remaining 85% of your pre‑paid amount (if any) will be refunded, provided you met the cancellation deadline. For example, if you pre‑paid ₦100,000 and cancel on time, ₦85,000 will be refunded to you (₦15,000 fee retained).
Refund Processing: Refunds due to cancellations (after deducting any applicable fees) will be processed within 7 days of your cancellation confirmation. Refunds will be issued to the original payment method you used. If you paid by card or online, the refund will go back to your card or account (the exact timing may depend on your bank’s processing times). If you paid by bank transfer or deposit, we will coordinate with you to refund to a specified account. We will provide any transaction references as needed once the refund is initiated.
Non-Refundable Rates: If your booking is marked as “Non‑Refundable” or “Advance Purchase” (typically offered at a discounted rate), no refunds will be issued in the event of cancellation or no‑show. These bookings are charged in full at the time of reservation and are not eligible for cancellation refunds (this would have been stated in the rate conditions at booking time). Please only book a non‑refundable rate if you are certain of your plans.
Early Departure: In case you decide to check out before your scheduled departure date (shortening your stay), this is considered an early departure. Typically, no refund is provided for unused nights after early departure – it is treated as a same‑day cancellation for those nights. However, management reserves the right to assess early departures on a case‑by‑case basis. If we are able to rebook the room, a partial refund for the unused nights might be considered (less any applicable fees), but this is not guaranteed. To avoid any charges for early departure, please notify us at least 24 hours in advance of the new check‑out date so we can try to accommodate your request without penalty.
How to Cancel/Modify: To cancel or change a reservation, you may use our website if you booked online (navigate to the reservation section with your booking reference) or contact us by email at reservation@greatvillehotels.com or phone at +234 903 155 1811.
Group Booking Cancellations: For group bookings (reservations of multiple rooms), a longer notice period may apply (typically 7–14 days prior to arrival, depending on the size of the group, as will be specified in your group contract). Any deposit paid for a group booking is subject to the terms agreed upon in the group reservation contract. Generally, group deposits are partially or fully non‑refundable if cancellation occurs after a certain date due to the larger block of rooms being held. Special terms and conditions may apply】.
Force Majeure: The hotel is not liable for cancellations or no‑shows that arise from circumstances beyond your or our control (e.g. natural disasters, government travel restrictions, strikes, pandemics, etc.). In such events (force majeure situations), we may offer to reschedule your reservation or issue a credit for a future stay, at management’s discretion, even if the cancellation is last‑minute. We will strive to be fair in such cases.
No‑Show Policy: If you do not arrive on the scheduled date of check‑in and have not contacted the hotel, we will hold the room until 12:00 noon the following day. If you have still not arrived or contacted us by then, the remainder of your reservation will be canceled as a no‑show. No refunds will be given for no‑shows, and the room may be released for new bookings. If you anticipate a late arrival (after midnight on check‑in day or even next morning), please inform us to avoid being marked as no‑show.
Rebooking after Cancellation: If you cancel a reservation and later wish to re‑book, it will be subject to availability. A new reservation will need to be made at the current available rates. Any fees from a previous cancellation cannot be applied to a new booking (they are forfeited).
Questions and Assistance: If you have any questions about our cancellation and refund policy, or you believe an exception should be made for your case, please contact the hotel management. We value our guests and will consider extraordinary situations on a case‑by‑case basis, but we also ask for understanding of these policies which are standard in the industry to manage our room availability and business effectively.
(The above cancellation/refund terms are designed in line with industry standards and Greatville Hotels’ in‑house policies. By making a reservation with us, you acknowledge and agree to these cancellation and refund terms.)