1. When a booking is confirmed
An availability result, quote, WhatsApp message or payment hold does not by itself confirm a stay. Your booking is confirmed when Maya Homes accepts the booking and sends you a confirmation after any required payment has been verified.
2. Temporary date holds
Where online payment is enabled, selected dates may be held temporarily while you complete checkout. The website will show when the hold expires. If payment is not successfully verified within that period, the hold may expire and the dates may become available to another guest. A manager-blocked date or another active booking cannot be selected.
3. Prices and payment
Before you pay, review the apartment, dates, guest count, accommodation amount, currency conversion and any applicable tax, tourism levy or mandatory charge shown at checkout. Online payments are processed by Paystack. Do not use real payment details on a checkout clearly labelled as a test or preview.
4. Cancelling or changing your booking
Contact Maya Homes as soon as possible by WhatsApp, telephone or email and provide the booking name, apartment and stay dates. A change is subject to availability and any difference in price.
Your refund eligibility is governed by the cancellation condition clearly displayed or confirmed to you before payment. Maya Homes will not treat a booking as non-refundable, or apply a cancellation deduction, unless that condition was clearly disclosed before you paid or you later agreed to it. If no specific cancellation condition was disclosed, contact us and we will assess the request fairly in light of the notice given, costs already incurred and Ghanaian law.
5. Late arrival and no-show
Tell Maya Homes promptly if you expect to arrive late. A late arrival does not automatically extend the checkout time. If you do not arrive and do not contact us, the cancellation condition disclosed for your booking will determine whether any refund is due.
6. If Maya Homes must cancel
If we cannot provide a confirmed apartment because of a duplicate booking, serious maintenance problem, safety issue or another matter within our control, we will tell you promptly and offer a reasonably comparable alternative where available. If you do not accept an alternative, we will refund the accommodation payment we received for the affected stay.
If an exceptional event outside our reasonable control affects the stay, we will work with you in good faith on a safe alternative, date change or refund required by law and the circumstances.
7. How refunds are made
An approved refund will normally be returned to the original payment method. Paystack, your bank or mobile-money provider controls the final processing time after a refund is submitted. We will provide reasonable confirmation of the refund request. Any permitted deduction will be explained and will not exceed a condition disclosed before payment or an amount otherwise permitted by law.
8. Check-in, checkout and guests
Unless confirmed otherwise in writing, check-in begins at 2:00 PM and checkout is by 11:00 AM. The number of overnight guests must not exceed the number confirmed for the booking or the apartment's permitted occupancy. Please ask before inviting additional overnight guests or arranging an event.
9. Contact us
WhatsApp / telephone: +233 530 159 931
Email: hello@mayahomes.africa
These booking rules form part of the Website and Booking Terms.