What is the host's cancellation policy?

When a host cancels a confirmed booking, or is found responsible for a cancellation under this policy, Holidu may apply cancellation fees. The fee depends on how close the cancellation is to check-in, and it is calculated as a percentage of the booking amount. Fees do not apply in extenuating circumstances.

These measures reflect the impact that cancellations have on guests, other Holidu hosts, and Holidu. They help keep the service reliable and protect the trust guests place in their holiday plans.

Host cancellations may not happen often, but when they do, the consequences reach beyond a single booking:

• For guests, cancellations disrupt travel plans, cause frustration, and reduce the likelihood that they will book again.
• For hosts, cancellations weaken credibility, harm the property's reputation, lower visibility in search rankings, and put future performance on booking channels at risk.
• For Holidu, cancellations create operational costs from managing disrupted bookings, finding replacements, and handling extra administrative work.

To learn more, read about the impact of cancellations and how to avoid them.

What should I do if I have to cancel a booking?

Accepting a booking is a commitment to your guest. Cancel only when there is truly no other option. If you cannot honour a booking, act as quickly as possible. Offer an alternative property where you can, or cancel early to limit the disruption for your guest.

Any alternative you offer should:

• Be listed on the same channel where your guest originally booked.
• Be in a similar price range and meet the same or higher standards as the original listing.

When you offer a suitable alternative, Holidu customer support can step in. We coordinate with the booking channel and the guest to help secure the guest's acceptance and reduce the chance of additional charges.

When and how does the cancellation fee apply?

If you cannot offer an alternative that meets the conditions above and your guest accepts it, Holidu may apply a cancellation fee. The fee reflects the impact on your guest and the cost of finding replacements and managing the disrupted booking.

The fee is a percentage of the booking amount. The percentage depends on how much time is left before check-in:

If the calculated fee is less than €50, the fee is raised to a minimum of €50.

What is the booking amount?

The booking amount is the total your guest agrees to pay when confirming a booking. For you as a host, this amount determines your expected payout, minus any applicable platform fees or deductions.

Example of a cancellation fee for an upcoming booking

The example below is for illustration only. It shows how the fee is calculated for an upcoming booking.

• Booking amount: €800
• Check-in date: 20 days from the cancellation date
• Applicable rate: 10% (between 48 hours and 30 days before check-in)
• Cancellation fee: €800 × 10% = €80

Because €80 is above the €50 minimum, the fee stays at €80. If the same host cancelled a €300 booking 5 days before check-in, the calculated fee would be €30. The minimum fee of €50 would apply instead.

When might the cancellation fee be waived?

Some situations are beyond your control. In cases involving major disruptive events or other valid circumstances, Holidu may waive the fee.

If you believe your situation qualifies, share supporting evidence with us. Holidu customer support, working with your local Holidu team, will review it carefully before making a final decision. To learn more about qualifying circumstances and how to request a waiver, see the exceptions and valid reasons for host cancellations.

How do I submit a cancellation request?

Before you request a cancellation, we strongly recommend that you review the full impact of a cancellation beyond the fee.

If you still want to proceed after reviewing the consequences, submit your cancellation request here. Cancellations are only legally valid when submitted through this process. Requests sent by email or through other channels will not be accepted.