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

Understanding pending payments after cancellations

When a guest cancels a non-refundable booking, your payment may remain pending while Holidu completes important accounting adjustments. This is a standard process that ensures your payout is calculated correctly according to your cancellation policy and Holidu's payment procedures.

Why does this happen?

Here's what occurs behind the scenes when a guest cancels:

• The initial payout for each booking is based on the total amount the guest paid at the time of booking
• When a cancellation occurs, the payout must be recalculated according to your selected cancellation policy
• Cleaning fees and other extra charges are often refunded to the guest, which may result in a lower final payout than initially calculated
• These accounting adjustments take time to process correctly

How long does this take?

The accounting adjustment process typically takes up to 72 hours. However, during peak travel seasons, processing may take longer than usual. Once the adjustment is complete, your payment will be processed according to the recalculated amount.

What to do if your payment is still pending after 72 hours

If more than 72 hours have passed and your payment is still pending, please contact our support team using the Host Assistant tool at https://host.holidu.com/app/assistant. When you reach out, make sure to include all requested information so our agents can assist you as efficiently as possible.

Key points to remember

• Accounting adjustments after cancellations are standard and ensure correct payments and policy compliance
• Processing times may vary during peak seasons
• Your final payout may differ from the initial amount due to refunds issued to the guest
• Our support team is available to help if you experience delays beyond 72 hours