Hosts are encouraged to honour every confirmed booking. A cancellation fee waiver may be available only in exceptional situations, such as major disruptive events (force majeure), serious personal emergencies, guest violations of house rules, or channel synchronisation errors that cause double bookings. Each request requires supporting evidence and is reviewed by our Customer Support Team.

Honouring confirmed bookings delivers a positive, reliable guest experience and protects your reputation and the standing of your properties. Exceptional situations can still arise, and in those cases you may be eligible for a host cancellation fee waiver.

If your waiver request is considered valid, we will support you throughout the process. Where possible, we will also help your guest find alternative accommodation, and no cancellation fee will be charged to you.

Situations that qualify for cancellation fee waivers

Major disruptive events (force majeure)

These cover documented extraordinary circumstances beyond your control, such as:

• Natural disasters or extreme weather events causing severe damage to your property.
• Mandatory government travel restrictions that affect your ability to host.
• Emergencies causing serious property damage or safety risks, such as water damage or fire.
• Military actions and other hostilities, such as invasions or explosions, in a given location.

Other valid reasons

Cancellation fees may also be waived if you experience:

• Serious personal emergencies or health issues that prevent you from hosting your guest.
• A guest violating or intending to violate house rules that are clearly stated in your listing details.
• Channel synchronisation errors causing unintended double bookings, provided you let us know as soon as possible and cooperate to resolve the issue.

These situations require clear proof and are reviewed individually by our Customer Support Team before a final decision is made. Our local teams know the documentation typically accepted in your market and can guide you on what to send.

What is not covered

For circumstances not listed above, the booking remains subject to our Host Cancellation Policy. A cancellation fee waiver would not apply in cases such as:

• Common maintenance issues or routine repairs.
• Overbooking due to calendar mismanagement or oversight.
• Personal scheduling conflicts or travel plans.
• Pricing mistakes or availability errors caused by your oversight.
• Selling your property, deciding to stop hosting, or no longer using Holidu for distribution.

For tips on how to minimise cancellations and deliver a great hosting experience, see this guide on how to avoid host cancellations.

How to request a cancellation fee waiver

If you believe your cancellation request qualifies under one of the exceptions above, please submit a cancellation waiver request.

If you are unsure whether your situation qualifies, or it does not meet the criteria but you still wish to proceed, you can submit a cancellation request here.

Other consequences beyond cancellation fees

Even if a cancellation fee is waived, other consequences under this policy still apply. These can include reduced visibility and ranking, loss of status badges, and weaker future performance on booking channels.

For this reason, we strongly encourage you to do everything in your power to honour confirmed bookings and provide guests with a reliable experience.