General conduct
We love our guests, but we love our neighbours too.
Please respect neighbours who stay behind when you leave.
Please use dedicated parking spaces as directed by check-in instructions.
Payment methods
The following payment methods are accepted:
- EFT
- Payments through the online booking platform via Paystack.
Cancellation charges
We understand that plans can change. Our cancellation policy is designed to be fair to both our guests and our business.
- More than 30 days before arrival: Full refund of all payments made, less applicable bank or payment processing fees.
- 15–30 days before arrival: 75% refund of the accommodation amount paid.
- 8–14 days before arrival: 50% refund of the accommodation amount paid.
- 7 days or less before arrival: No refund.
Early departures
No refunds will be given for early departures, late arrivals, or unused nights.
Changes to bookings
Requests to change booking dates are subject to availability and must be made in writing. Approved changes may be subject to seasonal rate differences or minimum stay requirements.
Non-arrival (no-show)
Guests who do not arrive on the scheduled check-in date without prior written notice will be considered a no-show. The full booking amount will be forfeited.
Refund process
Where a refund is applicable, it will be processed within 7 business days after the cancellation has been confirmed. Any bank charges or payment processing fees incurred may be deducted from the refund.
Exceptional circumstances
While we are unable to offer refunds outside of this policy, we will always consider exceptional circumstances at our discretion. Where possible, we may offer to move a booking to alternative dates instead of cancelling.
We strongly recommend that guests take out comprehensive travel insurance to cover unexpected events that may result in cancellation.
Booking & payment policy
The following booking and payment terms apply:
- A booking is confirmed once the required deposit has been received and written confirmation has been issued by Tranquillo.
- A 50% booking deposit is required to secure your reservation.
- The remaining balance is due 7 days before arrival.
- Bookings made within 7 days of arrival require full payment at the time of booking.
- Failure to make payment by the due date may result in cancellation of the booking.
Check-in & check-out
Check-in: 2:00 pm – 7:00 pm.
Check-out: By 10:00 am.
Early check-in or late check-out may be available by prior arrangement and is subject to availability.
Occupancy
Only the number of guests confirmed at the time of booking may occupy the apartment.
- 4-Sleeper Apartments: 4 guests
- 6-Sleeper Apartments: 6 guests
Visitors are only permitted with prior approval from management.
Children
Children are welcome and remain the responsibility of their parents or guardians at all times.
No smoking
All apartments are strictly non-smoking.
Smoking is permitted only outdoor with responsible discard afterwards.
A cleaning fee may be charged if smoking occurs inside the apartment.
Pets
Pets are not permitted at any of our apartments.
Noise & respect for neighbours
Quiet hours are from 10:00 pm to 7:00 am.
Please be considerate of other guests and neighbouring properties. Excessive noise, parties or disruptive behaviour are not permitted.
Parties & events
Parties, functions and events are strictly prohibited unless expressly authorized in writing.
Care of the property
Guests are expected to treat the apartment and its contents with reasonable care.
Any damage, breakages or maintenance issues should be reported as soon as possible.
Damage and loss
Guests remain responsible for damage, missing items, lost keys, remotes or access devices, and excessive cleaning beyond normal housekeeping.
Each apartment is inspected after check-out. If any damage or loss is identified, management will notify the guest and, where applicable, provide photographs or other supporting evidence.
Normal wear and tear will never result in a charge.
Where repair or replacement is required, the guest remains responsible for paying the outstanding cost.
Cleaning
Apartments are serviced before arrival and after departure.
Additional cleaning during your stay may be arranged at an additional charge, subject to availability.
Keys & access
Guests are responsible for all keys, remotes and access devices issued during their stay.
Replacement costs for lost or damaged items will be charged to the guest where applicable.
Liability
Guests occupy the premises at their own risk.
Tranquillo, its owners and employees accept no responsibility for loss, theft, injury, accident or damage to guests’ property during their stay, except where required by law.
Force majeure
Tranquillo shall not be liable for cancellations or interruptions caused by circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, government restrictions, utility outages or other unforeseen events.
Right of admission
Tranquillo reserves the right to refuse accommodation or terminate a stay where guests fail to comply with these policies or engage in behaviour that threatens the safety, comfort or wellbeing of other guests or the property.
We appreciate your cooperation and look forward to welcoming you to Tranquillo.