We encourage you to honour every confirmed booking — not just to deliver a positive, reliable guest experience, but to protect your reputation and the standing of your properties.

That said, exceptional situations can arise, and you may be eligible for a cancellation fee waiver. In those cases you'll be asked for supporting evidence, which our Customer Support Team carefully reviews before reaching a final decision.

If your waiver request is considered valid, we'll support you throughout the process — and, where possible, help your guest find alternative accommodation, without charging you a cancellation fee.

Situations that qualify for cancellation fee waivers

Major disruptive events ("Force Majeure")

These cover documented extraordinary circumstances beyond your control, such as:

• Natural disasters or extreme weather events causing severe damage to your property.
• Mandatory government travel restrictions that affect your ability to host.
• Emergencies causing serious property damage or safety risks (e.g., water damage, fire).
• Military actions and other hostilities (e.g., invasions, explosions) in a given location.

Other valid reasons

Cancellation fees may also be waived if you experience:

• Serious personal emergencies or health issues that prevent you from hosting your guest.
• A guest violating or intending to violate house rules clearly stated in your listing details.
• Channel synchronisation errors causing unintended double bookings — provided you let us know as soon as possible and cooperate to resolve the issue.

These situations require clear proof and are reviewed individually by our Customer Support Team before a final decision is made. Our local teams know the documentation typically accepted in your market and can guide you on what to send.

What is not covered

For circumstances not listed above, the booking remains subject to our Host Cancellation Policy. Examples where a cancellation fee waiver wouldn't apply:

• Common maintenance issues or routine repairs.
• Overbooking due to calendar mismanagement or oversight.
• Personal scheduling conflicts or travel plans.
• Pricing mistakes or availability errors caused by your oversight.
• Selling your property, deciding to stop hosting, or no longer using Holidu for distribution.

For tips on how to minimize cancellations and deliver a great hosting experience, see this guide on avoiding host cancellations.

How to request a waiver

If you believe your cancellation request qualifies under one of the exceptions above, submit a cancellation waiver request.

If you're unsure whether your situation qualifies, or it doesn't meet the criteria but you still wish to proceed, you can submit a cancellation request.

Other consequences beyond cancellation fees

Even if a cancellation fee is waived, other consequences under this policy still apply — such as reduced visibility and ranking, loss of status badges, and weaker future performance on booking channels.

For this reason, we strongly encourage you to do everything in your power to honour confirmed bookings and provide guests with a reliable experience.