Good to know

Policies & house rules

Check-in: 3:00 PM
Check-out: 11:00 AM

Cancellation & refunds

Cancellation requests are measured from the 3:00 PM check-in time. Cancel at least 7 days before arrival for a full refund; cancel more than 48 hours but fewer than 7 days before arrival for a 50% refund. Cancellations within 48 hours of arrival, after check-in, and no-shows are non-refundable. Submit your request through My booking and our team will review it promptly.

7 days or more before arrival: full refund.
More than 48 hours but fewer than 7 days before arrival: 50% refund.
Within 48 hours, after check-in, or for a no-show: no refund.

Approved refunds are returned to the original payment card. Banks commonly take 3–5 business days to display a refund, although timing can vary by bank. The refundable amount is based on the cancellation terms and the amount actually paid.

Payment & security authorization

The full accommodation total is paid by card through our secure online checkout. We do not accept cash for stays, extras or deposits — no cash payment is collected at the property or on arrival. Cash tips for the team are the only exception and are always optional.

When you reserve or enquire about dates, we hold them for 48 hours so you have time to pay. If payment is not completed within 48 hours, the hold expires and the dates are released to other guests.

A refundable card authorization may be required before arrival for incidentals or damage. We will disclose the amount before authorization. It is not a charge unless there is documented damage, a missing item, excessive cleaning, or another agreed cost. Normal wear and tear is never charged.

Length of stay & occupancy

Most apartments have a one-night minimum. Entire-property bookings require at least two nights. Selected holiday or peak dates may have a longer minimum when shown during booking.

Stays are limited to 60 nights unless approved directly. The maximum number of guests shown for your chosen apartment applies to everyone staying, including infants and children, unless we approve an exception in writing.

House rules

Please respect the residence, neighbours, and registered occupancy. Quiet hours are 10:00 PM–7:00 AM. Smoking or vaping indoors is prohibited. Parties, events, pets, and unregistered visitors require prior written approval.

Children are welcome within the booked apartment's occupancy limit.
Contact us before booking with a pet. Written approval is required and an additional fee may apply.
No smoking or vaping indoors.
No parties or events without written approval.
Only registered overnight guests may stay; daytime visitors require prior approval.
Quiet hours are from 10:00 PM to 7:00 AM.
Guests are responsible for documented damage, missing items, prohibited smoking, and excessive cleaning.

Housekeeping & toiletries

A starter supply of toiletries is provided. Housekeeping frequency depends on the length of stay, and extra service can be requested by contacting our team.

Arrival & departure

Check-in is from 3:00 PM and check-out is by 11:00 AM. Early check-in and late check-out may be available with prior approval and may carry an additional charge.

Nightly rates

Each apartment has a standard nightly rate. When a promotion is running, the reduced rate is shown alongside the standard rate, and your exact nightly total is itemised in your quote before you confirm.

Guest ID verification

Why we ask. Our apartments are a shared residence. We ask every guest for one piece of photo ID — a passport, Ghana Card, national ID card or driver's licence — so you always know a verified guest is staying next door. It keeps you, your neighbours and our team safe.

How it works. You can verify right after choosing your dates, or any time before arrival from your booking page. Booking for someone else? We send the staying guest a private, single-use link so they upload their own ID — you never handle their documents. Verification is always optional at booking time and never delays your reservation.

How your document is stored. Uploads go straight into private, encrypted storage. Only our verification team can open them, they are never shared with other guests or third parties, and we delete them 90 days after your stay.

Questions

Call or WhatsApp +233 59 313 6934 (Ghana) or +1 (404) 246-5549 (US), or email stay@thejohnsonsateastlegon.com.

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