Refund & Cancellation Policy

This Refund & Cancellation Policy applies to eligible bookings and travel services purchased or facilitated through BookHotels.ng.

BookHotels.ng is operated by HOTEL ONLINE RESERVATION.

Because BookHotels.ng provides access to different travel services—including hotels, flights, tours, activities, and services supplied by third parties—cancellation and refund conditions may differ between bookings.

The specific conditions displayed or communicated for your booking take priority and should be reviewed before payment.

Submitting a cancellation request does not automatically mean that a booking is refundable.

Refund eligibility depends on factors including:

• The service booked
• Supplier cancellation conditions
• Rate or fare selected
• Date of cancellation
• Travel or check-in date
• Whether the booking is refundable or non-refundable
• Whether the supplier has already been paid
• Applicable administrative or supplier charges

Customers should review all booking conditions carefully before completing payment.

Hotel cancellation policies vary by property and room rate.

A reservation may be:

• Free Cancellation — Cancellation may be permitted without a penalty until a specified deadline.
• Partially Refundable — A cancellation fee may apply.
• Non-Refundable — No refund may be available after confirmation or payment.
• No-Show — Failure to arrive without cancelling within the permitted period may result in the loss of some or all of the amount paid.

The applicable cancellation conditions will depend on the hotel and rate booked.

If a guest checks out earlier than originally booked, unused nights are not automatically refundable.

Any refund will depend on the hotel’s applicable policy and approval.

Airline tickets are subject to the fare rules and conditions imposed by the applicable airline, ticketing provider, or fare selected.

Depending on the ticket:

• It may be refundable
• It may be partially refundable
• It may be completely non-refundable
• Changes may be permitted for a fee
• Fare differences may apply
• Airline penalties may apply

BookHotels.ng cannot guarantee a refund where the airline or applicable ticketing conditions do not permit one.

If an airline cancels or significantly changes a flight, available remedies will generally depend on the airline’s policy, applicable fare conditions, and relevant passenger rights.

Tours and activities may be operated by independent third-party providers.

Cancellation policies may vary according to:

• Tour provider
• Experience
• Destination
• Number of participants
• Cancellation date
• Weather conditions
• Tickets or permits already purchased
• Transportation arrangements
• Other supplier requirements

Certain experiences may become non-refundable after confirmation.

Where a service is clearly identified as Non-Refundable, completing the booking means you accept that cancellation may result in no refund.

Customers should therefore verify their travel dates and information carefully before purchasing a non-refundable service.

A change of mind does not automatically entitle a customer to a refund.

Refund eligibility remains subject to the conditions of the service purchased and any rights provided by applicable law.

Customers are responsible for ensuring information submitted during booking is correct.

This includes:

• Guest names
• Passenger names
• Travel dates
• Passport information
• Email addresses
• Phone numbers
• Destination
• Flight routes

Airlines may require passenger names to correspond exactly with travel documents.

Costs resulting from incorrect information supplied by the customer may be the customer’s responsibility, subject to applicable law and supplier rules.

Failure to use a confirmed reservation does not automatically create a right to a refund.

Hotels, airlines, and tour operators may classify the customer as a no-show and apply their respective conditions.

To request cancellation, contact BookHotels.ng through our official customer support channels.

Please provide:

• Booking reference
• Customer or passenger name
• Service booked
• Travel/check-in date
• Reason for cancellation

We may contact the applicable supplier to determine cancellation conditions and refund eligibility.

Where a refund is approved, processing time may depend on:

• Supplier processing
• Payment provider
• Bank or card issuer
• Payment method
• Currency
• Applicable financial procedures

Receiving confirmation that a refund has been approved does not necessarily mean the funds will immediately appear in the customer’s account.

We will endeavour to process eligible refunds within a reasonable period after the necessary funds or authorisation have been received from the applicable supplier, where relevant.

Where BookHotels.ng acts as an intermediary and funds must first be returned by a hotel, airline, tour operator, or another supplier, completion of the customer’s refund may depend on the supplier’s processing.

We will provide reasonable assistance in pursuing eligible refunds but cannot guarantee a supplier refund where the supplier’s applicable terms do not provide for one.

Where a separately disclosed BookHotels.ng booking, processing, consultation, service, or administrative fee applies, whether that fee is refundable will be determined by the conditions disclosed at the time of purchase and applicable law.

If you believe you have been charged more than once for the same transaction, contact us promptly with the relevant booking and transaction information.

Do not send PINs, passwords, CVVs, or OTPs.

We encourage customers to contact BookHotels.ng first if there is a genuine problem with a transaction.

Nothing in this policy prevents a customer from exercising legitimate rights available through their bank, payment provider, card network, or applicable law.

Fraudulent or knowingly false payment disputes may be investigated and challenged with relevant booking and transaction evidence.

If a hotel, airline, tour operator, or other supplier cancels a confirmed service, we will work with the customer and supplier to identify the remedies available under the applicable booking conditions.

Depending on the circumstances, this may include:

• Alternative arrangements
• Rescheduling
• Travel credit
• Partial refund
• Full refund

The appropriate remedy will depend on the booking, supplier policy, availability, and applicable law.

Travel services may be affected by circumstances outside the reasonable control of BookHotels.ng or the supplier, including severe weather, natural disasters, strikes, government restrictions, security incidents, epidemics, airport closures, civil disturbances, or other extraordinary events.

Refunds or alternatives in these circumstances will depend on applicable supplier terms and legal requirements.

For cancellation or refund assistance, contact BookHotels.ng using the official channels listed on our Contact Us page.

Having your booking reference available will help us assist you faster.

BookHotels.ng

Please review the cancellation conditions of your booking before completing payment.