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

When a guest cancels a non-refundable booking, Holidu needs to complete an accounting adjustment to ensure your payout is calculated and processed correctly according to your cancellation policy. This is a standard procedure that typically takes up to 72 hours to complete.

Understanding the payment delay

The initial payout for your booking is based on the total amount the guest paid at the time of booking. When a cancellation occurs outside the free cancellation period, our system must recalculate your final payout according to your selected cancellation policy. This recalculation involves several steps:

• Processing the cancellation request through our system
• Adjusting the booking amount based on your cancellation policy terms
• Calculating any refunds due to the guest
• Finalizing your adjusted payout amount
• Processing the payment to your account

These accounting adjustments ensure that both you and your guest receive the correct amounts according to Holidu's policies and your property settings.

Why might the payout amount be different?

Your final payout after a cancellation may be lower than the initial amount quoted. This can happen because:

• Cleaning fees and other extra charges may be refunded to the guest if the booking is cancelled before check-in, reducing your final payout
• Your cancellation policy may specify reduced compensation for late cancellations
• Adjustments are made to reflect the actual cancellation terms you have set for your property

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.

Additional considerations

Accounting adjustments after cancellations are a standard part of our booking process. During peak travel seasons or busy periods, processing may occasionally take longer than the usual 72 hours. If you experience delays beyond this timeframe, our customer service team is ready to help. When you contact us, providing specific booking details will enable our agents to resolve your inquiry more quickly.