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 to ensure your payout is processed correctly. This is a standard procedure that helps maintain accurate financial records and compliance with cancellation policies. The processing typically takes up to 72 hours, though it may require additional time during peak travel seasons.

Understanding the payment hold

After a guest cancels a non-refundable booking, your payment enters a pending state while our system recalculates what you're entitled to receive based on your selected cancellation policy. This adjustment period protects both you and Holidu by ensuring that:

• The correct amount is processed according to your cancellation policy terms
• Any guest refunds or credits are properly accounted for
• All financial records remain accurate and compliant
• Extra charges such as cleaning fees are appropriately handled

Why is there a deduction from the original payout?

Your final payout may be lower than the initial amount calculated at the time of booking. This happens because:

• The initial payout is based on the total amount your guest paid when the booking was confirmed
• Upon cancellation, the payout is recalculated according to your selected cancellation policy
• Cleaning fees and other extra charges are often refunded to the guest if the booking is cancelled before check-in, which reduces your final payout

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 use this link: https://host.holidu.com/app/assistant

When you contact our support team, make sure to include all requested information so our agents can assist you as efficiently as possible. Providing specific booking details will help us resolve your issue faster.

Important considerations

• Accounting adjustments after cancellations are a standard process and ensure correct payments along with compliance to Holidu's policies
• During peak travel seasons and high-volume periods, processing may take longer than the typical 72-hour timeframe
• If you experience delays beyond the standard processing window, reaching out to Customer Service with your booking details will help expedite resolution
• Your final payout reflects the actual amount due based on your cancellation policy and any applicable refunds to the guest