Terms & Booking Policy

Agreement

These terms apply to every booking made with Haven Lagos, whether on our website, by phone, or in person. By making a booking you accept them on behalf of everyone in your party. If anything here is unclear, contact us at havenbylustro@gmail.com before you book.

Bookings & payment

• A booking is only confirmed once payment has been received and you have a confirmation reference (e.g. HVN-XXXXX) and email.
• All prices are in Nigerian Naira (₦) and include applicable taxes unless stated otherwise. Room rates are per night; dining and spa are priced per the menu or treatment.
• We take full payment at the time of booking to hold your reservation. Your confirmation email is your receipt.
• Payment is final. Completing a booking means accepting that it is non-refundable. See the cancellation and refund policy below.
• Please make sure the name, dates, and contact details on your booking are correct before you pay. Because bookings are final, tell us of any error before completing payment.

Cancellation & refund policy

All bookings with Haven Lagos are final and non-refundable., however if you want to make changes to your booking, you can contact support for possible changes, and availability.Once payment has been made. This applies to cancellations, date changes, early departures and no-shows, and to room stays and spa appointments alike. This is stated at checkout, and you confirm it before you pay.

• Cancellations: a booking you cancel, for any reason, is not refunded.
• Date changes: we cannot guarantee a change once a booking is paid. Ask us and we will do what we can, subject to availability; any change is a courtesy, not an entitlement, and a rate difference may apply.
• Early departure or no-show: the full booking value is retained.
• Late arrival: your room is held for the nights you booked; arriving late does not extend the stay or reduce the amount due.

The one exception is ours to honour: if we cannot provide what you booked (we cancel, we cannot supply the room, or a slot is taken while your payment is processing), you are refunded in full, and we will help you rebook. Those refunds go back to your original payment method, typically within 5–10 business days depending on your bank.

Because bookings are final, please check your dates, party size and contact details before paying. If something looks wrong, message us on WhatsApp at +234 812 886 8067 or email havenbylustro@gmail.com before you complete payment.

Check-in, check-out & house rules

• Check-in is from 2pm and check-out is by 12pm. Early check-in and late check-out can be arranged on request, subject to availability.
• Valid photo identification may be requested at check-in.
• Please treat the property and our team with care. You are responsible for any loss or damage caused during your stay.
• We reserve the right to decline or end a stay where behaviour endangers guests, staff, or the property, or breaches these terms.

Liability

We take reasonable care to describe our rooms and services accurately and to keep them safe and available. To the extent permitted by law, Haven Lagos is not liable for indirect or consequential loss, or for events beyond our reasonable control. Nothing in these terms limits any rights you have that cannot be excluded under applicable law.

Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one published when you booked. The current version always lives on this page.

Contact

Questions about these terms or your booking? Our main hotline is WhatsApp: +234 812 886 8067 for the fastest reply. You can also email us at havenbylustro@gmail.com, or visit us at 21 Amusa Street, Abule Ijesha, Yaba, Lagos.