Why is my payment still pending after my guest cancelled a non-refundable booking?

When a guest cancels a non-refundable booking, Holidu must complete an accounting adjustment so your payout is calculated and processed correctly. This typically takes up to 72 hours, but it may take a little longer during peak travel seasons.

Why does a cancelled booking require an accounting adjustment?

The initial payout for each booking is based on the total amount the guest paid at the time of booking. After a cancellation, that amount must be updated to reflect the final status of the booking before the payout can be completed.

• The original payout is calculated from the total amount paid by the guest when the booking was made.
• After a cancellation, the payout is recalculated to reflect the final booking outcome.
• Cleaning fees and other extra charges are often refunded to the guest when a booking is cancelled before check-in, so your final payout may be lower than the amount first shown.

Accounting adjustments after cancellations are standard practice. They help ensure that payments are accurate and that Holidu's policies are followed.

What should I do if my payment is still pending after 72 hours?

If more than 72 hours have passed and your payment is still pending, please use this link to contact our support team: https://host.holidu.com/app/assistant

Make sure to include all the requested information, such as the booking details and the cancellation date, so our agents can assist you as efficiently as possible.

Important considerations

• Accounting adjustments after cancellations are a normal part of the payout process.
• During peak travel seasons, processing can take longer than the usual 72 hours.
• If you experience a longer delay, provide your specific booking details when you contact us for a faster resolution.

To learn more about how payouts work, visit the Holidu Help Center.