Soulmate Hotel & Suites – Website Customer Policy

Effective Date: 1-January-2026

Welcome to the official website of Soulmate Hotel & Suites (“we,” “our,” or “us”). This Customer Policy outlines the terms, conditions, rights, and responsibilities that apply to all visitors, customers, and users (“you” or “guests”) who access or use our website, make reservations, subscribe to our updates, or engage with our digital services.

By accessing or using this website, you agree to be bound by the policies and terms set out below.

1. Purpose of This Policy

This policy is designed to:

Protect the rights and interests of our guests and customers
Explain how our website and services may be used
Clarify booking, payment, cancellation, and refund rules
Outline how we handle personal information and communication
Set expectations for acceptable and respectful use of our digital platforms

2. Eligibility and Website Use

You may use this website if:

You are at least 18 years old, or using the website under the supervision of a parent or legal guardian
You provide accurate, current, and complete information when making reservations or submitting forms
You agree not to misuse, disrupt, or attempt to gain unauthorized access to any part of the website

You agree not to:

Use the website for unlawful or fraudulent purposes
Upload or transmit harmful content, viruses, or malicious code
Attempt to interfere with the security or functionality of the website

3. Reservations and Bookings

3.1 Booking Process

All room reservations made through our website are subject to availability and confirmation. A booking is only considered valid once you receive a confirmation email or message from Soulmate Hotel & Suites.

3.2 Accuracy of Information

You are responsible for ensuring that all information provided during booking, including contact details and guest names, is accurate and complete.

3.3 Special Requests

Special requests such as room preferences, early check-in, late check-out, or accessibility needs are subject to availability and are not guaranteed unless confirmed in writing by our team.

4. Pricing, Payments, and Charges

All prices displayed on our website are shown in Nigerian Naira (₦) unless otherwise stated
Prices may be subject to taxes, service charges, or government levies
We reserve the right to change prices at any time without prior notice

4.1 Payment Methods

We accept approved online payment methods, bank transfers, and any other methods displayed on our website.

4.2 Secure Transactions

We take reasonable measures to protect your payment information. However, we are not responsible for delays or issues caused by third-party payment providers.

5. Cancellation, Modification, and Refund Policy

5.1 Cancellations

Cancellations must be made in accordance with the terms stated in your booking confirmation. Some bookings may be non-refundable.

5.2 Modifications

Booking changes such as date changes or room upgrades are subject to availability and may result in additional charges.

5.3 Refunds

Where applicable, refunds will be processed using the original payment method and within a reasonable processing time.

6. Check-In and Check-Out Policy

Check-in Time: 2:00PM
Check-out Time: 12:PM

Early check-in or late check-out may attract additional charges and are subject to availability.

7. Guest Conduct and Property Rules

Guests are expected to:

Treat staff, other guests, and property with respect
Follow all safety, health, and security guidelines
Avoid excessive noise or disruptive behavior

We reserve the right to refuse service or terminate a stay without refund in cases of:

Illegal activities
Property damage
Threatening, abusive, or unsafe behavior

8. Newsletter and Communication Policy

By subscribing to our newsletter or updates, you agree to receive:

Promotional offers
Booking updates
News and announcements from Soulmate Hotel & Suites

You may unsubscribe at any time using the link provided in our emails.

9. Privacy and Data Protection

We are committed to protecting your personal information.

9.1 Information We Collect

We may collect:

Name, phone number, and email address
Booking and payment-related details
Website usage data (cookies and analytics)

9.2 How We Use Your Information

We use your data to:

Process bookings and payments
Send confirmations and service updates
Improve our website and customer experience
Send marketing communications (if subscribed)

We do not sell or share your personal data with third parties except where required to provide services or comply with legal obligations.

10. Intellectual Property

All website content including text, images, logos, graphics, and design elements belong to Soulmate Hotel & Suites or its licensors.

You may not:

Copy, reproduce, or distribute website content without written permission
Use our branding or materials for commercial purposes without authorization

11. Website Availability and Accuracy

We aim to keep our website available and accurate at all times. However, we do not guarantee that:

The website will be error-free or uninterrupted
All information will always be up-to-date

We reserve the right to modify, suspend, or discontinue any part of the website at any time.

12. Limitation of Liability

Soulmate Hotel & Suites shall not be liable for:

Any indirect, incidental, or consequential losses
Website downtime or technical issues
Losses caused by third-party service providers

Our total liability shall not exceed the amount paid by you for the relevant booking or service.

13. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.

14. Policy Updates

We may update this Customer Policy at any time. Changes will be posted on this page, and continued use of our website means you accept the revised policy.