Effective Date: 01 October 2026
HOTEL INFORMATION
Company Name: 5 STAR HOTEL LIMITED
Address: 24 Spibat Road, Amakohia-Akwakuma Layout, off Rochas Roundabout, Owerri, Imo State, Nigeria.
Telephone Numbers:
- +234 814 100 4660
- +234 810 102 4260
- +234 803 169 9987
- +234 911 111 1299
General Enquiries: info@5starhotelsltd.com
Reservations/Bookings: bookings@5starhotelsltd.com
Standard Check-in Time: 2:00 PM
Standard Check-out Time: 12:00 Noon
Governing Law: Federal Republic of Nigeria and applicable laws of Imo State, Nigeria.
1. INTRODUCTION AND ACCEPTANCE OF TERMS
1.1. These Terms and Conditions govern the provision and use of accommodation, hospitality, food and beverage services, facilities, events, and other services provided by 5 Star Hotel Limited (hereinafter referred to as "the Hotel").
1.2. These Terms and Conditions apply to all guests, visitors, customers, persons making reservations, corporate clients, event organisers, and any other individuals or entities using the Hotel's services or facilities.
1.3. By making a reservation, paying for accommodation or other services, checking into the Hotel, or using any of its facilities, the guest acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions.
1.4. Where a reservation is made by a third party, travel agent, company, organisation, or another individual on behalf of a guest, the person making the reservation is responsible for ensuring that the guest is informed of the applicable Terms and Conditions.
1.5. These Terms and Conditions should be read alongside any applicable booking confirmation, written quotation, event agreement, corporate accommodation agreement, or other specific service agreement issued by the Hotel.
1.6. Where a specific written agreement approved by the Hotel conflicts with these general Terms and Conditions, the specific agreement shall prevail to the extent of the inconsistency, subject to applicable law.
1.7. The Hotel reserves the right to amend these Terms and Conditions when reasonably necessary, subject to applicable law. Updated terms shall be made available through appropriate Hotel communication channels. Changes shall not retrospectively alter an existing confirmed booking unless agreed by the parties or otherwise permitted by law.
2. RESERVATIONS AND BOOKINGS
2.1. Reservations may be made through the Hotel's official reservation email, telephone numbers, reception, authorised booking platforms, or other booking channels officially recognised by the Hotel.
2.2. All reservations are subject to room availability and confirmation by the Hotel.
2.3. A reservation request shall not constitute a confirmed booking until the Hotel has accepted the request and provided a booking confirmation or other written confirmation through an authorised channel.
2.4. Guests are responsible for providing accurate and complete booking information, including:
- Full name of the guest or lead guest.
- Contact telephone number and email address.
- Intended arrival and departure dates.
- Room type and number of occupants.
- Special requests or accessibility requirements.
- Valid identification and other information reasonably required for registration.
2.5. Guests must review their booking confirmation and promptly notify the Hotel of any errors or discrepancies.
2.6. Special requests, including preferred room locations, bed configurations, decorations, early check-in, late check-out, and other additional services, are subject to availability and written confirmation where appropriate.
2.7. The Hotel shall make reasonable efforts to accommodate special requests but does not guarantee their fulfilment unless expressly confirmed in writing.
2.8. Guests must not resell, transfer, or commercially exploit a reservation without the Hotel's prior approval.
2.9. The Hotel reserves the right to decline a reservation where there is a lawful and reasonable basis to do so, including suspected fraud, inability to verify a booking, lack of availability, or a material breach of these Terms and Conditions.
2.10. Nothing in this clause authorises discrimination contrary to applicable Nigerian law.
3. ROOM RATES, PAYMENT AND DEPOSITS
3.1. All room rates, service charges, deposits, and other applicable fees shall be communicated to the guest before or at the time of booking.
3.2. Unless expressly stated otherwise, all prices shall be quoted in Nigerian Naira (NGN).
3.3. Room rates may vary depending on the room category, occupancy, season, length of stay, promotional offers, special events, and other relevant factors.
3.4. The Hotel reserves the right to revise its rates from time to time. Any rate applicable to a confirmed booking shall remain subject to the terms of that booking confirmation and applicable law.
3.5. Guests must settle all applicable accommodation charges, deposits, food and beverage bills, and other authorised charges in accordance with the payment arrangements communicated by the Hotel.
3.6. Accepted payment methods shall be those communicated by the Hotel from time to time. These may include cash, bank transfers, debit or credit cards, and other approved payment channels.
3.7. Where advance payment or a deposit is required, the reservation may remain unconfirmed until the required payment has been received and verified.
3.8. Guests making bank transfers must ensure that the payment is made to an account officially designated by the Hotel. The Hotel shall not be responsible for losses resulting from payments made to unauthorised accounts or fraudulent third parties, except to the extent required by law.
3.9. Guests are advised to obtain a receipt or other official confirmation for payments made to the Hotel.
3.10. The Hotel reserves the right to request payment of outstanding charges before check-out or before providing additional services on credit.
3.11. Where a company, employer, travel agent, or other third party agrees to pay for a guest's stay, the arrangement must be approved by the Hotel. The guest may remain responsible for charges not expressly covered by the approved arrangement.
3.12. Any applicable taxes, levies, statutory charges, or service fees shall be disclosed and applied in accordance with applicable law.
3.13. The Hotel shall not impose unauthorised or undisclosed charges contrary to applicable consumer protection requirements.
4. CHECK-IN POLICY
4.1. The standard check-in time at 5 Star Hotel Limited is 2:00 PM on the scheduled arrival date.
4.2. Guests arriving before 2:00 PM may request early check-in. Early check-in is subject to room availability, housekeeping schedules, and management approval.
4.3. Additional charges may apply for early check-in where the applicable fee has been communicated to and accepted by the guest.
4.4. All guests must complete the Hotel's registration procedures before occupying their rooms.
4.5. Guests must present valid identification when requested for lawful registration, security, or verification purposes.
4.6. Acceptable identification may include a valid national identity document, international passport, driver's licence, or another form of identification accepted by the Hotel and permitted by applicable law.
4.7. The Hotel may request additional information reasonably necessary to verify a reservation or meet its legal obligations.
4.8. Guests must provide accurate information during registration. Providing false identification, using another person's identity without lawful authority, or deliberately supplying misleading information may result in refusal of accommodation or other lawful action.
4.9. Where a guest is unable to provide the required identification or verification, the Hotel may delay check-in while the issue is resolved or decline accommodation where legally justified.
4.10. Room keys, access cards, and other access devices remain the property of the Hotel and must be returned at check-out.
4.11. Guests must immediately report lost, stolen, or damaged room keys or access devices to reception.
4.12. The Hotel may require reasonable verification before issuing replacement keys to protect the security of guests and Hotel property.
5. CHECK-OUT POLICY
5.1. The standard check-out time is 12:00 Noon on the scheduled departure date.
5.2. Guests are required to vacate their rooms by the stipulated check-out time unless an extension has been approved by the Hotel.
5.3. Guests wishing to extend their stay must notify reception as early as reasonably possible.
5.4. An extension is subject to room availability and approval by management.
5.5. Additional charges may apply for late check-out. The applicable charges and any relevant grace period shall be communicated to the guest before the extension is approved.
5.6. Where a guest remains in the room beyond the approved check-out time without permission, the Hotel may apply its disclosed late check-out charges or require the guest to vacate the room, subject to applicable law.
5.7. Guests must settle outstanding bills and return all Hotel keys, access cards, and other property issued to them before departure.
5.8. Guests should check their rooms and personal belongings before leaving.
5.9. Any personal belongings discovered after departure shall be handled in accordance with the Hotel's lost-property procedures.
5.10. Where a guest wishes to extend their accommodation beyond the confirmed departure date, the extension shall be subject to a new confirmation by the Hotel and payment of applicable charges.
6. CANCELLATION, MODIFICATION AND NO-SHOW POLICY
6.1. Guests wishing to cancel or modify a reservation must notify the Hotel through an authorised communication channel, preferably the reservation email at bookings@5starhotelsltd.com.
6.2. Cancellation and modification requests shall be processed in accordance with the conditions communicated at the time of booking.
6.3. The Hotel may offer different cancellation conditions for standard bookings, promotional rates, group bookings, corporate bookings, event packages, and bookings made through third-party platforms.
6.4. Where a booking is expressly identified as non-refundable, the applicable payment shall be treated in accordance with the disclosed booking conditions and applicable law.
6.5. Where a cancellation fee or deposit forfeiture applies, the amount and conditions shall be disclosed to the guest before the booking is finalised.
6.6. Guests are encouraged to cancel reservations as early as possible to minimise potential cancellation charges.
6.7. A guest who fails to arrive on the scheduled arrival date without notifying the Hotel may be classified as a no-show.
6.8. The Hotel may cancel a no-show reservation, release the room for other guests, or apply the disclosed no-show charges in accordance with the booking conditions.
6.9. Where a booking has been prepaid, any refund or forfeiture shall be determined by the applicable booking terms and law.
6.10. Requests to change arrival dates, departure dates, room categories, or the number of occupants are subject to availability and may result in a change in price.
6.11. Where the Hotel is unable to provide the accommodation confirmed to a guest, it shall inform the guest as soon as reasonably practicable and offer an appropriate remedy, which may include alternative accommodation, rescheduling, or a refund, as appropriate to the circumstances and applicable law.
6.12. Refunds, where due, shall be processed within a reasonable period using the original payment method where practicable, subject to payment-provider procedures and applicable law.
6.13. These provisions do not exclude any statutory rights that a guest may have under Nigerian consumer protection law.
7. OCCUPANCY AND ROOM USE
7.1. Guests must observe the maximum occupancy specified for their room category.
7.2. Additional occupants must be disclosed to the Hotel and approved before occupying the room.
7.3. Additional charges may apply where permitted by the published rates and applicable booking terms.
7.4. Guests must use their rooms for lawful accommodation purposes and must not use them for illegal activities, unauthorised commercial activities, or purposes that create a material risk to other guests, staff, or Hotel property.
7.5. Guests must not sublet, commercially transfer, or otherwise make their rooms available to third parties without the Hotel's prior approval.
7.6. Guests must not tamper with room locks, electronic access systems, fire alarms, smoke detectors, electrical installations, or other safety equipment.
7.7. Guests must promptly report defects, maintenance problems, or safety hazards to reception.
7.8. The Hotel may enter an occupied room when reasonably necessary for housekeeping, maintenance, inspection, safety, security, emergency response, or another legitimate operational purpose.
7.9. Except in emergencies or other circumstances permitted by law, the Hotel shall make reasonable efforts to notify the guest before entering an occupied room.
7.10. Guests must not obstruct authorised Hotel personnel carrying out legitimate duties.
8. VISITORS AND ADDITIONAL GUESTS
8.1. Visitors must comply with the Hotel's registration, identification, access, and security procedures.
8.2. The Hotel may require visitors to register at reception and provide identification where reasonably necessary and lawful.
8.3. Visitors may be restricted to designated areas or visiting hours as reasonably required for security, privacy, and orderly Hotel operations.
8.4. Visitors must not enter guest rooms without the consent of the registered occupant and any required Hotel authorisation.
8.5. Overnight visitors must be declared to the Hotel and approved before staying overnight.
8.6. Additional charges or registration requirements may apply where an additional person occupies a room.
8.7. The registered guest is responsible for ensuring that their visitors comply with these Terms and Conditions while on the premises.
8.8. The Hotel reserves the right to restrict or refuse access to a visitor where there are reasonable security concerns, a risk of unlawful activity, a breach of Hotel rules, or another lawful justification.
9. GUEST CONDUCT AND GENERAL HOTEL RULES
9.1. All guests and visitors are expected to behave respectfully and responsibly while on the Hotel premises.
9.2. Guests must respect the privacy, safety, comfort, and reasonable enjoyment of other guests and Hotel staff.
9.3. The following activities are prohibited:
a. Fighting, assault, threats, harassment, intimidation, or abusive conduct.
b. Theft, fraud, vandalism, or deliberate damage to Hotel property.
c. Unlawful possession, use, sale, or distribution of prohibited substances.
d. Possession or use of illegal firearms, explosives, or other prohibited weapons.
e. Unauthorised gambling or other activities prohibited by applicable law.
f. Unauthorised commercial solicitation, promotion, or distribution of materials on the premises.
g. Interfering with Hotel staff in the lawful performance of their duties.
h. Any other unlawful activity or conduct that creates a material risk to people, property, or the Hotel's operations.
9.4. Guests must comply with reasonable instructions issued by authorised Hotel personnel concerning safety, security, cleanliness, and the proper use of Hotel facilities.
9.5. Excessive noise, loud music, disruptive gatherings, or other activities that unreasonably disturb other guests are prohibited.
9.6. Guests must observe any quiet hours communicated by management.
9.7. Parties, private functions, and gatherings in guest rooms or other Hotel areas require prior approval where stipulated by Hotel policy.
9.8. Guests must not use the Hotel premises to conduct activities that breach Nigerian law.
9.9. Serious or repeated misconduct may result in a warning, restriction of access to particular facilities, termination of accommodation, or referral to the appropriate authorities, depending on the circumstances and applicable law.
9.10. The Hotel shall apply these rules reasonably and consistently, taking into account the safety and rights of all persons concerned.
10. SMOKING, ALCOHOL AND PROHIBITED SUBSTANCES
10.1. Smoking and vaping are permitted only in areas expressly designated by the Hotel, subject to applicable law.
10.2. Guests must not smoke or vape in rooms or other designated non-smoking areas.
10.3. Where a guest violates the Hotel's smoking policy, the Hotel may impose a reasonable, disclosed cleaning or restoration charge supported by the circumstances and actual or reasonably estimated costs.
10.4. Guests must comply with all applicable laws concerning the purchase, possession, and consumption of alcoholic beverages.
10.5. Alcohol must not be consumed in a manner that creates a disturbance, endangers any person, or causes damage to Hotel property.
10.6. The Hotel may refuse to serve alcohol or restrict access to relevant services where required by law or reasonably necessary for safety.
10.7. The possession, use, sale, or distribution of illegal drugs or prohibited substances on the premises is strictly prohibited.
10.8. The Hotel may notify law enforcement authorities where there are reasonable grounds to suspect criminal activity, subject to applicable law.
11. FOOD, BEVERAGES AND RESTAURANT SERVICES
11.1. Food and beverage services shall be subject to the Hotel's applicable menus, prices, operating hours, availability, and service conditions.
11.2. All food and beverage charges must be paid in accordance with the Hotel's payment procedures.
11.3. Guests should inform the relevant Hotel staff of any known food allergies, intolerances, or dietary restrictions before ordering.
11.4. The Hotel shall take reasonable precautions in the preparation and service of food, subject to the information provided by the guest and applicable food safety requirements.
11.5. The Hotel cannot guarantee that all food or beverage items are entirely free from traces of particular allergens unless expressly confirmed by the relevant service provider.
11.6. Guests must not remove restaurant equipment, utensils, or other Hotel property without permission.
11.7. Bringing outside food or beverages into designated restaurant, bar, or event areas may be subject to reasonable restrictions communicated by the Hotel.
11.8. Any corkage fees, service charges, or special food and beverage conditions shall be disclosed before the relevant service is provided.
11.9. The Hotel may refuse service where reasonably necessary for safety, hygiene, legal compliance, or the proper operation of its facilities.
12. HOTEL FACILITIES AND ADDITIONAL SERVICES
12.1. Access to facilities and additional services is subject to availability, operating hours, applicable fees, safety requirements, and any specific conditions communicated by the Hotel.
12.2. Certain facilities may require advance booking or additional payment.
12.3. The Hotel may temporarily close, restrict, or suspend a facility for maintenance, repairs, safety concerns, legal compliance, or circumstances beyond its reasonable control.
12.4. Where practicable, the Hotel shall notify affected guests of significant facility closures or service interruptions.
12.5. Guests must follow all posted instructions and reasonable safety guidance relating to the use of Hotel facilities.
12.6. Guests must not misuse equipment, remove facility property, or permit unauthorised persons to use restricted facilities.
12.7. Children must be supervised by a responsible adult in accordance with the requirements applicable to the relevant facility.
12.8. Where an external contractor or third-party service provider operates a facility or provides an additional service, the relevant service arrangements shall be subject to applicable law and any properly disclosed third-party conditions.
13. DAMAGE, LOSS AND ADDITIONAL CHARGES
13.1. Guests are expected to take reasonable care of guest rooms, furnishings, equipment, fixtures, fittings, and other Hotel property.
13.2. A guest may be held responsible for loss of or damage to Hotel property caused by the guest or their visitor through negligence, misuse, deliberate misconduct, or another legally recognised basis of liability.
13.3. Guests must promptly report any accidental damage or loss to reception.
13.4. Where damage or loss is attributable to a guest, the Hotel may recover reasonable repair, replacement, cleaning, or restoration costs, subject to applicable law.
13.5. Any amount claimed shall be reasonably supported by the nature of the damage, the cost of repair or replacement, and other relevant evidence.
13.6. The Hotel shall not automatically charge a guest for pre-existing damage or damage for which the guest is not legally responsible.
13.7. Where a refundable security deposit is collected, the amount, purpose, conditions of use, and applicable refund arrangements shall be communicated to the guest before payment.
13.8. Any deduction from a security deposit must be reasonably justified and consistent with the disclosed terms and applicable law.
13.9. The Hotel shall inform the guest of any material deduction from a refundable deposit and provide an explanation of the charge upon request.
13.10. Guests remain responsible for settling valid outstanding charges that exceed any deposit held, subject to applicable law.
13.11. The Hotel shall not impose arbitrary penalties or undisclosed charges inconsistent with the booking agreement or applicable law.
14. PERSONAL BELONGINGS, VALUABLES AND LOST PROPERTY
14.1. Guests are responsible for taking reasonable care of their personal belongings and valuables during their stay.
14.2. Guests are encouraged to use any secure storage facilities provided by the Hotel for valuables.
14.3. Guests should avoid leaving cash, jewellery, electronic devices, travel documents, or other valuable items unattended in public areas.
14.4. Any safe, locker, or secure storage facility provided by the Hotel must be used in accordance with its instructions.
14.5. Guests must promptly report lost, missing, or stolen belongings to reception so that the Hotel can make reasonable enquiries.
14.6. The Hotel shall take reasonable steps to safeguard property that comes into its possession and to contact an identifiable owner where reasonably practicable.
14.7. Property found on the premises shall be handled in accordance with the Hotel's lost-property procedures and applicable law.
14.8. The Hotel's responsibility for loss of, or damage to, guest property shall be determined by applicable law and the circumstances of the incident.
14.9. Nothing in these Terms and Conditions excludes liability that the Hotel cannot lawfully exclude.
14.10. Guests are encouraged to obtain appropriate travel or personal property insurance where necessary.
15. SAFETY, SECURITY AND EMERGENCIES
15.1. The Hotel shall take reasonable measures to promote the safety and security of guests, staff, visitors, and property.
15.2. Guests must comply with reasonable emergency instructions, evacuation procedures, fire safety requirements, and other safety notices displayed on the premises.
15.3. Guests must not tamper with fire extinguishers, smoke detectors, alarms, emergency exits, security cameras, electrical installations, or other safety and security equipment.
15.4. Guests must immediately notify Hotel staff of any fire, medical emergency, security incident, suspicious activity, or hazardous condition.
15.5. The Hotel may contact emergency services or relevant authorities when reasonably necessary to protect life, safety, or property.
15.6. Guests must not block emergency exits, corridors, stairways, or access routes intended for emergency use.
15.7. The Hotel may take reasonable steps to restrict access to an area where a safety or security risk has been identified.
15.8. Guests are encouraged to familiarise themselves with the emergency exits and applicable safety instructions upon arrival.
15.9. Security arrangements do not guarantee that all risks can be eliminated. Guests should exercise reasonable care and report concerns promptly.
15.10. Nothing in this section limits any duty of care imposed on the Hotel by applicable law.
16. PARKING AND VEHICLES
16.1. Where parking facilities are provided, their use shall be subject to availability, designated parking areas, posted instructions, and applicable charges.
16.2. Guests must park only in authorised spaces and must not obstruct entrances, exits, emergency access routes, or other vehicles.
16.3. Guests must secure their vehicles and avoid leaving valuable items in plain view.
16.4. Guests must report any accident, damage, theft, or security incident involving a vehicle on the premises to Hotel management as soon as reasonably practicable.
16.5. The Hotel's liability for vehicles and their contents shall be determined in accordance with applicable law, the parking arrangements, and the circumstances of the incident.
16.6. Where parking is provided through a separate operator, any applicable contractual arrangements shall be communicated to guests.
17. CHILDREN AND RESPONSIBLE SUPERVISION
17.1. Parents, guardians, or other adults responsible for children must take reasonable steps to ensure their safety and appropriate conduct while on the Hotel premises.
17.2. Children must not be left unsupervised in areas where supervision is reasonably necessary for their safety.
17.3. The Hotel may impose reasonable age-related or supervision requirements for particular facilities in accordance with applicable law.
17.4. Parents or guardians are responsible for informing the Hotel of any special assistance or safety arrangements reasonably required for a child.
17.5. Charges applicable to children, extra beds, additional occupants, or family accommodation shall be communicated as part of the booking arrangements.
17.6. The Hotel shall treat children in accordance with applicable child protection and safeguarding requirements.
18. ACCESSIBILITY AND SPECIAL ASSISTANCE
18.1. Guests requiring accessibility assistance or special accommodation arrangements are encouraged to notify the Hotel when making their reservation.
18.2. The Hotel shall make reasonable efforts to respond to accessibility requests, subject to the facilities available and applicable law.
18.3. Guests should communicate any relevant practical requirements necessary for the Hotel to assess and arrange suitable assistance.
18.4. Any limitations affecting a requested facility or service should be communicated to the guest as reasonably practicable.
18.5. Nothing in these Terms and Conditions is intended to authorise unlawful discrimination or to remove any rights protected under applicable Nigerian law.
19. PRIVACY AND PROTECTION OF PERSONAL INFORMATION
19.1. The Hotel may collect and process personal information reasonably necessary to manage reservations, register guests, provide services, process payments, maintain security, respond to enquiries, and meet its legal obligations.
19.2. Personal information collected may include names, contact details, identification information, reservation records, payment confirmations, and relevant service preferences.
19.3. The Hotel shall handle personal information in accordance with applicable Nigerian data protection laws, including the Nigeria Data Protection Act 2023, to the extent applicable.
19.4. Personal information shall be collected and processed on an appropriate lawful basis and for specified, legitimate purposes.
19.5. The Hotel shall take reasonable technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss, or misuse.
19.6. Personal information may be disclosed to authorised employees, service providers, payment processors, professional advisers, or government authorities where reasonably necessary and legally permitted.
19.7. The Hotel shall not disclose guest information indiscriminately or use it for purposes incompatible with applicable law.
19.8. Where the Hotel uses CCTV or other security monitoring systems, such systems shall be operated in accordance with applicable legal requirements and appropriate privacy safeguards.
19.9. Guests may have rights concerning access to, correction of, objection to, or other lawful control over their personal information, subject to applicable law.
19.10. Requests or enquiries concerning personal information may be directed to the Hotel at info@5starhotelsltd.com.
19.11. The Hotel shall retain personal information only for as long as reasonably necessary for the relevant purpose, subject to statutory retention requirements and legitimate legal needs.
19.12. Where marketing communications are sent, the Hotel shall comply with applicable consent, objection, and other legal requirements.
20. COMPLAINTS AND CUSTOMER SERVICE
20.1. The Hotel is committed to providing professional hospitality and addressing reasonable guest concerns promptly.
20.2. Guests who experience a service issue, room defect, billing concern, or other problem should notify reception or management as soon as reasonably practicable.
20.3. Complaints may also be submitted through the following channels:
- Telephone: +234 814 100 4660
- Telephone: +234 810 102 4260
- Telephone: +234 803 169 9987
- Telephone: +234 911 111 1299
- General Email: info@5starhotelsltd.com
- Reservations/Bookings Email: bookings@5starhotelsltd.com
20.4. Guests should provide relevant details, including the reservation reference, date of the incident, room number where applicable, and supporting documentation.
20.5. The Hotel shall make reasonable efforts to investigate complaints fairly and respond within a reasonable period.
20.6. Where a complaint is justified, the Hotel may offer an appropriate remedy, which may include corrective action, a service adjustment, a refund, or another reasonable resolution, depending on the circumstances.
20.7. Any refund, compensation, or other remedy shall be determined in accordance with the applicable booking terms, the facts of the matter, and Nigerian law.
20.8. A guest's right to raise a complaint with a competent regulatory authority or pursue a lawful remedy shall not be restricted by this clause.
21. LIMITATION OF LIABILITY
21.1. The Hotel shall be responsible for its obligations and liabilities as prescribed by applicable Nigerian law.
21.2. To the extent permitted by law, the Hotel shall not be liable for loss or damage arising solely from circumstances beyond its reasonable control where the Hotel has not otherwise breached a legal duty.
21.3. Where permitted by law, the Hotel may rely on reasonable evidence that a loss was caused by the guest's own conduct, the conduct of a third party for whom the Hotel is not legally responsible, or another legally recognised intervening cause.
21.4. The Hotel shall not be liable for indirect or consequential losses to the extent that such losses may lawfully be excluded under the circumstances.
21.5. Nothing in these Terms and Conditions excludes or restricts liability for fraud, deliberate wrongdoing, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or restricted.
21.6. The Hotel shall not be responsible for a third-party service merely because it is available on the premises, except where the Hotel has an applicable legal responsibility for that service.
21.7. Guests are encouraged to promptly notify management of any incident that may give rise to a claim and to preserve relevant evidence.
21.8. This section shall be interpreted in a manner consistent with applicable consumer protection law and other mandatory legal requirements.
22. FORCE MAJEURE AND UNFORESEEN CIRCUMSTANCES
22.1. For the purposes of these Terms and Conditions, a force majeure event means an exceptional event beyond the reasonable control of the affected party that prevents or materially interferes with the performance of its obligations, subject to applicable law.
22.2. Such events may include natural disasters, floods, serious fires, epidemics, pandemics, war, civil unrest, government restrictions, or major utility failures that could not reasonably have been avoided.
22.3. A party affected by such an event shall take reasonable steps to reduce its impact and notify the other party as soon as reasonably practicable.
22.4. Where an event materially affects a confirmed booking or the provision of Hotel services, the Hotel shall communicate the circumstances to affected guests and discuss reasonable available alternatives.
22.5. Depending on the circumstances, available remedies may include rescheduling, alternative accommodation, a refund, or another appropriate arrangement consistent with the booking terms and applicable law.
22.6. A force majeure event shall not automatically extinguish payment obligations already accrued or other rights that remain enforceable under applicable law.
22.7. This clause does not permit the Hotel to avoid responsibilities arising from its own negligence, breach of contract, or other conduct for which it remains legally liable.
23. REFUSAL OR TERMINATION OF ACCOMMODATION
23.1. The Hotel reserves the right to refuse check-in or terminate a guest's accommodation where there is a lawful and reasonable basis, including:
a. A material breach of these Terms and Conditions.
b. Fraudulent booking information or materially false identification.
c. Serious misconduct, harassment, threats, violence, or unlawful activity.
d. A substantial and unresolved failure to pay valid charges when due.
e. Conduct creating a serious and reasonably identifiable risk to the safety of guests, staff, or property.
f. A legal or regulatory requirement that prevents the accommodation from being provided.
23.2. Where reasonably practicable, the Hotel shall notify the guest of the reason for the proposed action and provide an opportunity to resolve the issue, unless immediate action is necessary for safety, security, legal compliance, or another compelling reason.
23.3. Where accommodation is terminated, any outstanding charges, refunds, and other financial consequences shall be determined in accordance with the booking terms, the circumstances, and applicable law.
23.4. The Hotel shall not retain payments or impose penalties without a lawful or contractual basis.
23.5. Where a guest refuses to leave after accommodation has been lawfully terminated, the Hotel may seek assistance from the appropriate authorities or pursue other lawful remedies.
23.6. Nothing in this section authorises unlawful eviction, discrimination, the use of unreasonable force, or any other conduct prohibited by Nigerian law.
24. EVENTS, MEETINGS AND GROUP BOOKINGS
24.1. Bookings for meetings, conferences, private functions, celebrations, group accommodation, and other organised events may be subject to separate written agreements.
24.2. The event organiser or contracting party shall be responsible for complying with the approved event arrangements and for ensuring that attendees comply with applicable Hotel rules.
24.3. Deposits, advance payments, cancellation fees, minimum spending requirements, and payment schedules for events shall be communicated before the relevant agreement is finalised.
24.4. Any additional equipment, decorations, catering, entertainment, or other event services must be approved by the Hotel where required.
24.5. The event organiser must obtain any permits or approvals for activities that the organiser is legally responsible for authorising.
24.6. The Hotel may impose reasonable safety, capacity, noise, and security restrictions on events.
24.7. The organiser may be held responsible for damage caused by the organiser or attendees where a lawful basis for liability exists.
24.8. Any cancellation or modification of an event shall be governed by the relevant event agreement and applicable law.
25. CORPORATE AND THIRD-PARTY BOOKINGS
25.1. Corporate clients, travel agents, employers, and other entities making reservations on behalf of guests must provide accurate booking information and comply with the agreed payment arrangements.
25.2. Any negotiated corporate rate, credit arrangement, invoicing procedure, or special cancellation condition must be approved by the Hotel in writing.
25.3. The identity of the party responsible for payment should be clearly established before check-in.
25.4. Where a third party fails to pay charges it has agreed to settle, responsibility for those charges shall be determined by the relevant agreement and applicable law.
25.5. Corporate clients must not assume that a booking is guaranteed under a corporate account unless the Hotel has confirmed the arrangement.
25.6. Any personal information shared by a corporate client or booking intermediary must be handled in accordance with applicable data protection requirements.
26. INTELLECTUAL PROPERTY AND USE OF HOTEL MATERIALS
26.1. The Hotel's name, logo, branding, promotional materials, photographs, website content, and other intellectual property are protected to the extent provided by applicable law.
26.2. Guests must not use the Hotel's branding or materials for commercial purposes without prior written authorisation.
26.3. Guests may take ordinary personal photographs in areas where photography is permitted, provided that they respect other guests' privacy and comply with applicable law.
26.4. Photography or recording that interferes with Hotel operations, compromises security, violates privacy, or involves unauthorised commercial activity may be restricted on reasonable grounds.
26.5. The Hotel shall not use a guest's identifiable image for commercial promotional purposes where consent or another lawful basis is required and has not been obtained.
27. COMMUNICATIONS AND NOTICES
27.1. The Hotel may communicate with guests through the telephone number, email address, or other contact details supplied during booking or registration.
27.2. Guests are responsible for providing accurate contact details and notifying the Hotel of relevant changes.
27.3. Booking confirmations, cancellation acknowledgements, payment requests, and other important reservation communications should be obtained through official Hotel channels.
27.4. Guests should exercise reasonable caution when receiving messages requesting payments or personal information, particularly where the sender or payment account cannot be verified.
27.5. The Hotel shall not be responsible for a guest's failure to receive a communication where the guest has supplied incorrect contact information, subject to applicable law and the Hotel's own obligations.
27.6. Notices concerning cancellations, complaints, and material booking changes should preferably be communicated in writing to create a reliable record.
28. AMENDMENTS TO HOTEL POLICIES
28.1. The Hotel may introduce reasonable operational policies relating to housekeeping, security, hygiene, facilities, guest registration, and the use of common areas.
28.2. Such policies shall be communicated through appropriate means, including reception notices, booking communications, the Hotel's website, or written instructions.
28.3. Additional policies must be consistent with these Terms and Conditions, any applicable booking agreement, and Nigerian law.
28.4. Where a new policy materially affects an existing confirmed booking, the Hotel shall communicate the change and handle any resulting issue in accordance with the applicable agreement and law.
28.5. No amendment shall deprive a guest of a statutory right or impose an unlawful obligation.
29. GOVERNING LAW AND DISPUTE RESOLUTION
29.1. These Terms and Conditions shall be governed by the laws of the Federal Republic of Nigeria and applicable laws of Imo State.
29.2. The Hotel and the guest shall make reasonable efforts to resolve disputes through good-faith discussions and appropriate internal complaint procedures.
29.3. Where an amicable resolution cannot be achieved, either party may pursue available remedies through a competent court or other legally recognised dispute resolution mechanism.
29.4. Nothing in these Terms and Conditions prevents a guest from contacting a relevant consumer protection authority, data protection authority, regulator, or other competent public body where permitted by law.
29.5. Any legal proceedings shall be brought before a court with appropriate jurisdiction under applicable Nigerian law.
29.6. Nothing in this section requires a guest to waive a statutory right, submit to an unlawful procedure, or accept a restriction on access to justice that is prohibited by law.
30. SEVERABILITY
30.1. If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable by a competent authority, that provision shall be interpreted or limited to the extent necessary to comply with the law.
30.2. Where a provision cannot lawfully be enforced, it shall be severed to the extent necessary without affecting the validity of the remaining provisions.
30.3. The remaining provisions shall continue to apply insofar as they remain lawful and enforceable.
31. WAIVER
31.1. A failure or delay by the Hotel to enforce a provision of these Terms and Conditions shall not automatically constitute a waiver of its rights.
31.2. Any waiver granted by the Hotel shall be interpreted according to its specific terms and the circumstances in which it was granted.
31.3. Nothing in this section affects a right or remedy that cannot lawfully be waived.
32. ENTIRE AGREEMENT
32.1. These Terms and Conditions, together with the applicable booking confirmation and any relevant written agreement, constitute the contractual framework governing the guest's use of the Hotel's services.
32.2. Where a specific booking confirmation or written agreement contains additional terms, those terms shall apply to the extent stated in the agreement and permitted by law.
32.3. No verbal statement shall override a written contractual term unless the variation is valid under applicable law.
32.4. Guests are encouraged to request clarification of any provision they do not understand before completing a reservation or checking in.
33. CONTACT INFORMATION
For reservations, enquiries, complaints, or clarification of these Terms and Conditions, please contact the Hotel using the following official details.
- 5 STAR HOTEL LIMITED*
- Physical Address:*
24 Spibat Road, Amakohia-Akwakuma Layout, off Rochas Roundabout, Owerri, Imo State, Nigeria.
Telephone:
- +234 814 100 4660
- +234 810 102 4260
- +234 803 169 9987
- +234 911 111 1299
General Enquiries:
Reservations/Bookings:
Check-in: 2:00 PM
Check-out: 12:00 Noon