Damage and Security Deposit Policy
Review guidelines regarding security deposits, property damage assessments, excessive cleaning fees, check-in/out inventory checks, and dispute procedures.
1. Purpose of the Security Deposit
The refundable security deposit serves as a protective measure to ensure the preservation of our luxury suites and the comfort of all guests. It is collected to safeguard against physical property damage, missing en-suite inventory, excessive post-departure cleaning requirements, lost smart access keys, or major house rule violations.
2. Standard Security Deposit Amounts
Unless otherwise pre-authorized in writing by the corporate coordinators or long-stay contracts, the standard security deposit amounts collected at check-in are:
- ₦100,000.00 flat rate per stay for standard bookings.
- Extended long-stays (30+ days) and corporate stays may be governed by custom rules allowing staged payments or custom amounts.
3. Pre-Arrival & Post-Departure Inspections
To guarantee fairness, our operations team conducts two key inspections:
- Pre-Arrival Check-In: A thorough inventory and condition audit to ensure all smart locks, appliances, televisions, and furniture are in good working order before you receive access.
- Post-Departure Check-Out: An inspection conducted within 24 hours of your checkout. Any issues identified are logged with photographs/video evidence.
4. Excessive Cleaning Assessments
Standard cleaning is included in your booking fee. However, if a suite is left in a state requiring specialized sanitization, heavy stain removal, odor remediation (e.g. from prohibited indoor smoking), or hazardous waste disposal, an excessive cleaning fee starting at ₦20,000.00 will be deducted from your security deposit.
5. Secure Operations and Evidence Storage
All physical damage reports, inspection checklists, and contractor repair invoices are treated as sensitive data. Photographic and video evidence is securely stored in our restricted operations repository. Guests will be provided with an itemized deduction statement alongside the relevant evidence files if any charges are applied.
6. Refund Processing and Timelines
Upon a successful post-checkout inspection with no damages or breaches noted, your security deposit will be automatically processed for refund. Funds are returned to your card or original bank account within 24 to 48 hours. Depending on banking network transits, please allow 3 to 5 business days for the funds to reflect in your account.
7. Contest and Dispute Procedures
If you disagree with a security deposit deduction, you have the right to contest it. You must file a dispute using the secure online dispute form on this page within 7 business days of receiving your deduction notice. All disputes are reviewed by our Legal & Operations Directorate, and a final decision will be communicated within 10 business days.
Report Property Damage or Issue
Dispute Security Deposit Deduction
Frequently Asked Questions
Have Questions About Your Deposit Refund?
Contact our accounts desk with your booking reference. Refunds are processed dynamically to your card/account within 24 to 48 hours following standard checkout and unit inspection completion.