Frequently Asked Questions

1. What is a shortlet serviced apartment? A shortlet serviced apartment is a fully furnished apartment available for short-term stays. It combines the comforts of home with the amenities of a hotel, including housekeeping, maintenance, and often utilities like Wi-Fi and cable TV.

2. How can I book ? You can book directly through our website, by phone, or via email. Additionally, we may be listed on popular booking platforms. Check our site for detailed booking instructions and availability.

3. What are the check-in and check-out times? Check-in is typically from 3pm, and check-out is by 12pm. If you need different times, please let us know in advance, and we will do our best to accommodate you.

4. What is included in the apartment? Each apartment is fully furnished and includes:

• A comfortable bed with fresh linens
• A well-equipped kitchenette
• Living area with seating and TV
• Free Wi-Fi
• Air conditioning
• Basic toiletries and cleaning supplies

5. Are utilities included in the rental price? Yes, the rental price includes utilities such as electricity, water, and internet. Please confirm the details during booking as policies may vary.

6. Is there a security deposit required? Yes, a security deposit is required to cover any potential damages or extra charges. The deposit amount and refund policy will be outlined in your booking agreement.

7. What is your cancellation policy? Our cancellation policy varies depending on the booking terms. Please review the cancellation policy during the booking process or contact us for detailed information.

8. Are pets allowed in the apartment? Pets are [allowed/not allowed]. If pets are allowed, please inform us in advance as there may be additional fees or restrictions.

9. Is parking available? Yes, parking is available

10. Do you provide drop off service? Yes, We can assist with transportation arrangements if needed.

11. Are there any nearby attractions or amenities? Yes, our apartment is conveniently located near H-Medix, Transcorp Hilton, The Place etc. We can provide a guide or recommendations upon request.

12. How do I handle maintenance or issues during my stay? For any maintenance requests or issues, please contact our [on-site manager/maintenance team] directly. We strive to address any concerns promptly to ensure a comfortable stay.

13. Can I extend my stay if needed? Yes, extensions are possible based on availability. Please contact us as soon as possible if you wish to extend your stay.

14. Is smoking allowed in the apartment? Smoking is not allowed. Please adhere to our smoking policy to ensure a pleasant environment for all guests.

15. How can I contact you during my stay? You can contact us via apartment telephone. We are available 24hours to assist you with any needs or inquiries.

16. Are there any special deals or promotions? We occasionally offer special deals and promotions. Check our website or contact us directly for information on current offers.

17. What safety measures are in place? We prioritize your safety and have armed security guards and surveillance cameras. Please familiarize yourself with the safety instructions provided in the apartment.

18. Can I host guests or events in the apartment? Hosting events or additional guests is not allowed without prior approval. If you plan to have visitors, please inform us beforehand.

19. What should I do if I lose the keys or get locked out? In the event of a lost key or lockout, please contact us immediately. We will assist you with gaining access as quickly as possible.

20. What is the procedure for leaving feedback or complaints? We welcome your feedback and strive to improve our services. Please submit your feedback through feedback@imperioapartment.com or contact us directly with any complaints or suggestions.

To ensure a smooth booking experience, please review our booking and payment policies carefully.

1. Booking Procedure

• Reservation Request: To book our apartment, please submit a reservation request via our website, by phone, or through email.
• Confirmation: Once we receive your reservation request, we will send a confirmation email outlining the details of your booking, including the reservation dates, apartment type, and total cost.
• Booking Hold: Your reservation will be held for 24 hours pending receipt of payment. If payment is not received within this period, the booking may be automatically canceled.

2. Payment Terms

• Deposit: A deposit of 50% of the total booking amount is required to secure your reservation. The deposit must be paid within 24 hours/days of receiving the confirmation email.
• Full Payment: The remaining balance is due [Number] days before the check-in date. For bookings made within [Number] days of the check-in date, full payment is required at the time of booking.
• Accepted Payment Methods: We accept the following payment methods:
  • Credit/Debit Cards
  • Bank Transfers
  • POS / Cash

3. Cancellation and Refunds

• Cancellation Policy: Please refer to our Cancellation Policy for details on cancellation terms and potential fees.
• Refunds: Refunds will be processed in accordance with our cancellation policy. Please allow 14 business days for refunds to be processed and credited to your account.

4. Additional Charges

• Security Deposit: For a guest with children (less than 18years of age), a refundable security deposit of N50,000 is required upon check-in to cover any potential damages or extra charges. This deposit will be refunded after check-out, subject to the condition of the apartment.
• Additional Fees: Any additional fees incurred during your stay (e.g., late check-out, extra cleaning) will be added to your final bill and are payable upon check-out.

5. Modifications to Booking

• Changes to Dates: To modify your booking dates, please contact us as soon as possible. Changes are subject to availability and may result in adjustments to the booking total.
• Reduction in Stay: If you shorten your stay, the number of nights reduced will be subject to our cancellation terms and may incur cancellation fees.

6. No-Show Policy

• No-Show: In the event of a no-show, where you do not arrive on the scheduled check-in date and have not notified us, the total booking amount will be charged, and no refund will be issued.

Cancellation Policy

We understand that plans can change, and we strive to offer a fair and clear cancellation policy. Please read the following terms carefully:

1. General Cancellation Terms

• Standard Cancellation: To avoid a cancellation fee, please cancel your reservation at least 2 days before the scheduled check-in date.
• Late Cancellation: Cancellations made less than 24 hours before the check-in date will incur a cancellation fee of 30% of the total booking amount.
• No-Show: If you do not show up on the scheduled check-in date and have not notified us, the total booking amount will be charged, and no refund will be issued.

2. Refund Policy

• Full Refund: A full refund will be issued if the reservation is canceled 2 days or more before the check-in date.
• Partial Refund: If the reservation is canceled within 1 days before the check-in date, a partial refund will be issued, less the cancellation fee of 30% of the total booking amount.
• Non-Refundable: If the booking was made with a non-refundable rate or promotion, no refund will be issued for cancellations.

3. Modifications to Reservations

• Changes to Dates: If you need to modify your reservation dates, please contact us as soon as possible. Changes are subject to availability and may incur additional charges.
• Reduction in Stay: If you shorten your stay, the number of nights reduced will be subject to the cancellation terms outlined above.

4. Special Circumstances

• Emergency Cancellations: In the event of an emergency or unforeseen circumstances, please contact us immediately. We may consider exceptions to our standard policy on a case-by-case basis.
• Travel Restrictions: If travel restrictions or government regulations impact your ability to travel, please inform us as soon as possible. We will work with you to provide a suitable solution, which may include a credit towards a future stay.

5. Procedure for Cancellation

• Written Notice: Cancellations must be submitted in writing via email to booking@imperioapartments.com or through our online booking system. The date of cancellation is considered to be the date we receive your written notice.
• Confirmation: You will receive a confirmation email acknowledging your cancellation and detailing any applicable refunds or charges.