*THE CAMELOT HOTEL & SUITES*

*GUEST POLICIES, TERMS OF SERVICE AND CUSTOMER SUPPORT GUIDELINES*

*Welcome to The Camelot Hotel & Suites*

At The Camelot Hotel & Suites, we are committed to providing exceptional hospitality, personalized service, comfort, security, and an outstanding guest experience. These policies govern the use of our accommodation, facilities, website, booking platforms, and related services.

By making a reservation, accessing our website, or utilizing our services, guests acknowledge and agree to the terms outlined herein.

*1. PRIVACY POLICY*

Our Commitment to Privacy

The Camelot Hotel & Suites respects and protects the privacy of our guests, visitors, and business partners. We are committed to collecting, using, storing, and safeguarding personal information responsibly and in compliance with applicable data protection laws.

Information We Collect

We may collect the following information:

Full name

Contact information (telephone number and email address)

Residential or business address

Identification details required by law

Payment and billing information

Reservation and stay history

Guest preferences and service requests

Website usage information and cookies

*How We Use Your Information*

Your information may be used to:

Process reservations and payments

Facilitate check-in and check-out procedures

Provide requested hospitality services

Improve guest experience and service delivery

Respond to inquiries and customer support requests

Send reservation confirmations and service-related communications

Comply with legal and regulatory obligations

Prevent fraud and enhance security

*Information Security*

We implement appropriate administrative, technical, and physical safeguards to protect guest information against unauthorized access, disclosure, alteration, misuse, or destruction.

*Information Sharing*

The Camelot Hotel & Suites does not sell, rent, or trade guest information to third parties. Information may only be shared when:

Required by law or governmental authorities

Necessary to process payments

Required to provide contracted services

Necessary to protect the rights, safety, and security of guests and the hotel

*Data Retention*

Guest information is retained only for as long as necessary to fulfill operational, legal, regulatory, accounting, and security requirements.

*Guest Rights*

Guests may request access to, correction of, or deletion of their personal information, subject to applicable legal and operational requirements.

2. *REFUND, CANCELLATION AND MODIFICATION POLICY*

Reservation Cancellations

*Flexible Reservations*

Reservations cancelled at least forty-eight (48) hours before the scheduled arrival date may qualify for a full refund or reservation credit, subject to the rate plan selected at the time of booking.

*Late Cancellations*

Reservations cancelled within forty-eight (48) hours of arrival may be subject to a cancellation charge equivalent to one night’s room rate or as specified in the booking conditions.

*No-Show Reservations*

Guests who fail to arrive without prior notification will be considered a “No Show.” Applicable charges may include the first night’s stay or the full reservation amount depending on the booking terms.

*Non-Refundable Rates*

Certain promotional, discounted, group, corporate, and special event bookings may be designated as non-refundable and non-transferable.

*Refund Processing*

Approved refunds will be processed using the original method of payment.

Typical refund processing periods are:

Credit/Debit Cards: 5–15 business days

Bank Transfers: 5–10 business days

Other Payment Methods: Subject to provider processing times

The Camelot Hotel & Suites shall not be responsible for delays caused by banks, payment processors, or financial institutions.

*Early Departure*

Guests who elect to depart earlier than their confirmed reservation dates may be charged applicable early departure fees or unused room charges in accordance with the reservation terms.

3. *DISPUTE RESOLUTION PROCESS*

Our Commitment to Fair Resolution

The Camelot Hotel & Suites is committed to resolving guest concerns promptly, professionally, and fairly.

*Step 1*: *Contact Guest Services*

Guests are encouraged to first contact our Guest Services Department with details of their concern.

Required information may include:

Reservation number

Guest name

Date of stay

Description of concern

Supporting documentation where applicable

*Step 2*: *Formal Review*

The matter will be reviewed by hotel management, and an acknowledgement will typically be issued within two (2) business days.

*Step 3*: *Management Resolution*

Our management team will investigate the concern and provide a formal response, including any corrective action where warranted.

*Step 4*: *Escalation*

If the guest remains dissatisfied, the matter may be escalated to Senior Management for independent review.

*Resolution Timeline*

Most disputes are resolved within seven (7) to fourteen (14) business days following receipt of all relevant information.

*Governing Law*

Any dispute arising from the use of our services shall be governed by the applicable laws of the Federal Republic of Nigeria and subject to the jurisdiction of competent courts.

4. *SERVICE AVAILABILITY POLICY*

*Service Commitment*

The Camelot Hotel & Suites endeavors to provide uninterrupted hospitality services and website availability.

*Hotel Operations*

While every effort is made to ensure continuous service delivery, temporary disruptions may occur due to:

Scheduled maintenance

Utility interruptions

Technology upgrades

Safety inspections

Emergency repairs

Events beyond our reasonable control

*Website Availability*

Our website is intended to be accessible twenty-four (24) hours a day. However, periodic maintenance, upgrades, or unforeseen technical issues may temporarily affect availability.

*Force Majeure*

The Camelot Hotel & Suites shall not be liable for delays, interruptions, or inability to provide services resulting from circumstances beyond its reasonable control, including but not limited to:

Natural disasters

Floods

Fires

Pandemics

Government actions

Civil disturbances

Power outages

Telecommunications failures

Where reasonably possible, guests will be notified of significant service disruptions.

5. *CUSTOMER SUPPORT GUIDELINES*

*Contacting Us*

Our Guest Services Team is available to assist with reservations, inquiries, modifications, billing questions, and service requests.

*Available Support Channels*

TelephoneAvailable daily during operational hours.

EmailResponses are typically provided within one business day.

Website Contact FormAvailable 24/7 for inquiries and requests.

Front Desk AssistanceAvailable twenty-four (24) hours daily for in-house guests.

Response Times

*Inquiry Type*.   *Expected Response Time*

Reservation Inquiry: Within 4 Hours

Booking Confirmation: Immediate to 1 Hour

General Guest Inquiry: Within 24 Hours

Complaint Resolution : 2–7 Business Days

Refund Request Review: 3–10 Business Days

*Service Standards*

Our team is committed to:

Professional and courteous communication

Prompt issue resolution

Confidential handling of guest information

Fair and transparent service delivery

Continuous improvement of the guest experience

*ACCEPTANCE OF TERMS*

By accessing our website, making a reservation, checking into our hotel, or utilizing any services offered by The Camelot Hotel & Suites, guests acknowledge that they have read, understood, and agreed to these policies and terms.

The Camelot Hotel & Suites reserves the right to amend, modify, or update these policies at any time without prior notice. The latest version shall always be published on our website.

*The Camelot Hotel & Suites*

Luxury. Comfort. Exceptional Hospitality.

Creating memorable experiences through excellence, integrity, and world-class service.