We encourage you to honour every confirmed booking — not just to deliver a positive, reliable guest experience, but to protect your reputation and the standing of your properties.

That said, exceptional situations can arise. In those cases, submitting the right proof helps us properly review your cancellation request.

Below is the proof typically required by situation, plus a few important things to keep in mind. Our local teams know what documentation works best in each market, so feel free to ask if you're unsure.

Types of proof

Personal emergency or health issue

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

Property affected by a natural disaster or severe weather event

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

Concerns about 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 (e.g., calendar sync errors, double bookings)
• Confirmation from Holidu Support or your Account Manager (if applicable)
• Documentation of account transitions if relevant (e.g., emails about merges or transfers)

Important considerations

We're committed to reviewing your cancellation request as quickly and fairly as possible.

Clear, complete documentation helps us support you faster and avoids unnecessary back-and-forth.

For a smooth process:

• Make sure your documentation is clear, complete, and dated
• Make sure your proof clearly relates to the affected booking or property
• Personal statements without official documentation can't be accepted
• Concerns must be backed by communication or verifiable evidence, not assumptions
• For technical issues, it's important to distinguish system errors from manual setup mistakes

By submitting complete information upfront, you help us resolve your request more quickly and avoid delays.

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 future performance on booking channels.

For tips on how to minimize cancellations and uphold a great hosting experience, see this article.