Hosts requesting a cancellation must provide official documentation that matches their situation. Examples include a medical certificate for a personal emergency, photos and official alerts for weather damage, or screenshots for guest concerns and technical issues. All documents should be clear, dated, and directly related to the affected booking or property.

Types of proof by situation

Personal emergency or health issue

• Medical certificate
• Doctor's note
• Hospital discharge papers
• Official documentation confirming the illness or emergency

Natural disaster or severe weather event

• Photos of the property damage
• News reports, official weather alerts, or civil authority statements such as evacuation orders
• Insurance claim or service provider reports (optional but recommended)

Guest behavior or intentions

• Screenshots of guest behavior or messages raising valid concerns
• References to house rules being violated, where applicable

Technical or configuration issues

• Screenshots of technical issues, such as calendar sync errors or double bookings
• Confirmation from Holidu Support or your Account Manager (if applicable)
• Documentation of account transitions, such as emails about merges or transfers

Important things to keep in mind

• Personal statements without official documentation cannot be accepted.
• Concerns must be supported by communication or verifiable evidence, not assumptions.
• For technical issues, clearly distinguish system errors from manual setup mistakes.

Complete documentation submitted upfront helps us review your request faster and avoids unnecessary back-and-forth.

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

For tips on minimizing cancellations, see this article.