Cancellation & Booking Policy

1. Enquiring about a stay

Send the property ID, intended check-in/check-out dates, guest numbers and any important requirements to BestStay on WhatsApp: +234 701 679 3569. We will check availability and relevant details with the property operator.

An enquiry, a displayed listing or a conversation does not hold or reserve a property unless a specific hold is expressly agreed. Temporary test and coming-soon listings are not available to book.

2. What to confirm before payment

Before paying, obtain written confirmation of:

• The exact property and ID, location, dates, guest capacity and accommodation provider.
• The full price, payment deadline, beneficiary details and any separate charges, taxes or refundable damage deposit.
• Check-in/check-out arrangements, minimum-stay requirements and important house rules.
• The applicable cancellation deadline, charges, refund eligibility, treatment of a no-show or early departure, and any proposed refund timeframe.

Different properties may have different terms. If a term is unclear or missing, ask our team to clarify it before payment. This policy does not create a blanket non-refundable rule or a standard cancellation fee.

3. When a booking is confirmed

A booking is confirmed only after availability and the final arrangements have been agreed and an explicit confirmation has been issued following any required payment acknowledgement. Keep the confirmation, payment receipt/reference and the terms supplied to you.

The website does not currently take online payment. Use only payment instructions confirmed through BestStay’s verified contact channel, and check the recipient before transferring funds.

4. Requesting a cancellation

Contact our team as soon as you need to cancel. Include the property ID, booking name, dates, booking/payment reference and a clear statement that you wish to cancel. Ask for acknowledgement and keep a record of your request.

The applicable outcome depends on the terms disclosed and agreed for that booking and any mandatory legal rights. Any cancellation charge or committed cost must have a lawful basis and be explained; no cancellation percentage, forfeiture or refund deadline is imposed by this general page.

5. Date, guest or property changes

Requests to change dates, length of stay, guest numbers or property are subject to availability and the agreed booking terms. A change may result in a different price. Any revised arrangement and charges should be confirmed with you before the change is treated as agreed.

Do not assume that a requested change has been accepted until you receive confirmation.

6. Late arrival, no-shows and early departure

Tell our team promptly if you expect to arrive late, cannot travel or need to leave early. Access arrangements and any financial consequences depend on the terms agreed for your stay and applicable law. Do not assume either an automatic refund or automatic forfeiture.

7. If a property becomes unavailable or materially differs

If a confirmed property cannot be provided, or there is a material problem with the accommodation, contact BestStay promptly with the relevant details. We will work with the operator to explain the available options and any remedy required by the agreed terms or law.

An alternative property, date or materially changed arrangement should only be accepted with your agreement. Raise concerns as soon as possible and retain relevant messages, photographs and receipts.

8. Refunds and processing

Where a refund is due under the agreed terms or applicable law, our team will explain the amount, the party responsible for making it, any lawful and agreed deductions, the proposed payment route and the expected processing timeframe. Processing may involve the accommodation provider or payment service; ask for an update if an agreed timeframe is missed.

There is no single refund period for every property on this website. A property’s terms cannot remove mandatory statutory rights. We will not ask for your banking PIN, password or one-time password to process a refund.

9. Deposits, check-in and house rules

Confirm any damage deposit, who holds it, the return arrangements and the basis for deductions before booking. Any proposed deduction should be supported by an explanation and relevant evidence under the agreed terms and law.

Guests must follow the confirmed check-in requirements, occupancy limit and property rules. Check whether visitors, events, smoking, pets or special equipment need approval; permission at one property does not imply permission at another.

10. Help and complaints

For a booking, cancellation or refund issue, contact BestStay on WhatsApp: +234 701 679 3569. Include your property ID and booking reference, and explain the resolution you are requesting.

Read this policy with the Terms of Use and Privacy Policy. This general policy may be updated for future enquiries but does not retrospectively change the terms already agreed for a confirmed booking.