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

When a guest cancels outside the free cancellation period, an accounting adjustment is needed to ensure your payout is processed correctly. This usually takes up to 72 hours, but during peak seasons, it may take a bit longer.

If more than 72 hours have passed and your payment is still pending, feel free to reach out to us via the contact by accessing your  Holidu Account  and following the steps below:

1. Navigate to “More” in the upper right-hand corner.
2. Click on “Contact” from the list on the left-hand side.
3. Select the contact reason “I need help with a booking”.
4. Specify the details of your request.
5. Submit the form.

Ensure you fill in all the requested information, so our customer service agents can address your case as efficiently as possible.

Why is there a certain amount being deducted from the original payout?

When a guest books a stay, your initial payout is calculated based on the total amount they paid at the time of booking . However, if the booking is cancelled, the amount is adjusted according to the applicable cancellation policy. This often includes refunding cleaning fees and other extra charges, reducing the total amount paid by the guest. As a result, your final payout will also be lower.

We hope you find this guide helpful. Thank you for being a valued host.