Cancellation Policy

1. Standard Cancellation Policy

1.1 Free Cancellation Period

• Cancellations made more than 48 hours before the scheduled check-in date will receive a full refund
• Refunds will be processed within 7-10 business days
• Refunds will be made to the original payment method

1.2 Late Cancellation

• Cancellations made within 48 hours of check-in will incur a 50% cancellation fee
• The remaining 50% will be refunded to the original payment method
• Processing time: 7-10 business days

1.3 Same-Day Cancellation

• Cancellations made on the day of check-in will incur a 100% cancellation fee
• No refund will be provided

2. No-Show Policy

• Failure to check-in without prior cancellation is considered a "no-show"
• No-shows will be charged the full booking amount
• No refund will be provided for no-shows
• If you know you'll be late, please contact us to avoid no-show charges

3. Early Departure

• Early departure from the hotel does not entitle guests to a refund
• The full booking amount for reserved nights will be charged
• Exceptions may be made in cases of emergency (subject to management approval)

4. Special Rates and Packages

4.1 Non-Refundable Rates

• Some promotional rates are marked as "Non-Refundable"
• These bookings cannot be cancelled or modified
• Full payment is required at time of booking
• No refunds will be provided under any circumstances

4.2 Group Bookings

• Group bookings (5+ rooms) may have different cancellation terms
• Specific terms will be outlined in the group booking contract
• Contact our reservations team for group booking policies

4.3 Long-Stay Bookings

• Bookings of 7+ nights may have modified cancellation policies
• Specific terms will be communicated at time of booking

5. How to Cancel Your Booking

5.1 Cancellation Methods

You can cancel your booking through any of the following methods:

• WhatsApp: Message us at +234 706 662 2685
• Phone: Call us at +234 706 662 2685
• Email: Send cancellation request to info@xempirehotel.com

5.2 Required Information

When cancelling, please provide:

• Booking confirmation number
• Guest name
• Check-in date
• Reason for cancellation (optional)

5.3 Confirmation

• You will receive a cancellation confirmation via WhatsApp, email, or SMS
• Keep this confirmation for your records
• If you don't receive confirmation within 24 hours, please contact us

6. Modification Policy

6.1 Date Changes

• Date modifications are subject to availability
• Changes made more than 48 hours before check-in: No charge
• Changes made within 48 hours: May incur charges
• Rate differences may apply for new dates

6.2 Room Type Changes

• Subject to availability
• Price difference will be charged or refunded accordingly
• Must be requested at least 24 hours before check-in

7. Refund Processing

7.1 Processing Time

• Refunds are processed within 7-10 business days
• Bank processing may take an additional 5-7 business days
• You will be notified when the refund is initiated

7.2 Refund Method

• Refunds will be made to the original payment method
• Cash payments: Refund via bank transfer (account details required)
• Card payments: Refund to the same card

8. Force Majeure and Special Circumstances

8.1 Natural Disasters / Emergencies

In case of natural disasters, government-imposed travel restrictions, or other emergencies:

• We will work with guests to reschedule or provide full refunds
• Documentation may be required
• Each case will be evaluated individually

8.2 Medical Emergencies

• Medical emergencies may qualify for special consideration
• Medical documentation will be required
• Subject to management approval

9. Disputes and Exceptions

• All cancellation disputes should be directed to our management team
• Exceptions to this policy are at the sole discretion of management
• We reserve the right to modify this policy at any time

10. Contact Us

For questions about our cancellation policy or to cancel a booking:

• WhatsApp: +234 706 662 2685
• Phone: +234 706 662 2685
• Email: info@xempirehotel.com
• Address: 11 Ekenna GRA, Aba, Abia State, Nigeria

Our team is available 24/7 to assist you with cancellations and modifications.