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 for a short period. This is a normal part of our accounting process. Holidu must complete an accounting adjustment to ensure your payout is processed correctly based on your cancellation policy terms. This processing typically takes up to 72 hours but may require additional time during peak travel seasons.

Why does the payment processing take time?

When a guest cancels outside the free cancellation period on a non-refundable booking, several accounting steps must occur:

• The system recalculates your payout according to your selected cancellation policy
• Refundable amounts to the guest are processed and deducted from your payout
• Cleaning fees and other extra charges are adjusted based on your policy terms
• Compliance checks are completed to ensure all payments align with Holidu policies

These adjustments ensure accurate payments and maintain proper financial records for both you and your guests.

Expected payout changes after cancellation

Your final payout after a cancellation may differ from the original amount. Here's why:

• The initial payout is calculated based on the total amount paid by the guest at booking
• Upon cancellation, the payout is recalculated according to your cancellation policy
• Refundable amounts to guests reduce your payout accordingly
• Cleaning fees and service charges may be refunded, lowering your final payment

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

Make sure to include all requested information so our agents can assist you as efficiently as possible.

Peak season delays

During peak travel seasons, payment processing may take longer than the standard 72 hours due to higher transaction volumes. If you experience extended delays, our customer service team can help investigate your specific situation.

Key points to remember

• Accounting adjustments after cancellations are standard practice
• Processing ensures correct payments and compliance with cancellation policies
• Your final payout reflects applicable refunds based on your policy
• Contact support if delays exceed 72 hours with your booking details for faster resolution