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

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

Understanding the pending payment status

The initial payout estimate for each booking is based on the total amount your guest paid at the time of reservation. When a cancellation occurs outside the free cancellation period, our system must recalculate your final payment to reflect the actual amount you're entitled to receive under your selected cancellation policy.

During this accounting adjustment period, your payment status shows as pending. This typically takes up to 72 hours to complete, though processing may take longer during peak travel seasons when our payment team handles higher booking volumes.

Why your payout amount may differ

It's important to understand that your final payout may be different from the initial amount shown when the booking was confirmed. This can happen for several reasons:

• Cleaning fees and other additional charges are often refunded to the guest if the booking is cancelled before check-in, which reduces your final payout
• Your cancellation policy determines what portion of the booking amount you retain
• Holidu's service fees and payment processing costs may affect the final amount you receive

Once the accounting adjustment is complete and your payment processes, you'll receive a notification confirming the final payout amount and expected transfer date.

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. When contacting our support team, having your booking reference number readily available will help expedite the resolution process.

Peak season considerations

During peak travel seasons, payment processing can take longer than the standard 72-hour timeframe. If you've submitted a support request and are experiencing a delay, our customer service team will prioritize your case and keep you updated on the status of your payment.

Key takeaways

Accounting adjustments after cancellations are a normal part of our payment process and help us ensure that all payouts comply with cancellation policies and payment regulations. By allowing sufficient time for these adjustments, we maintain the accuracy and reliability of your payments on Holidu.