If a guest cancels a non-refundable booking, Holidu must complete an accounting adjustment before your payout can be finalized. This usually takes up to 72 hours, but it can take longer during peak travel seasons. Your payment shows as pending until the adjustment is complete.

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

When a guest cancels outside the free cancellation period, Holidu needs to adjust the booking amount to make sure your payout is calculated correctly and in line with Holidu's policies. Until this accounting adjustment is finished, the payment remains pending.

How long does it take for a pending payment to be processed?

Processing typically takes up to 72 hours after the cancellation. During peak travel seasons, it may take a bit longer.

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 to get help: https://host.holidu.com/app/assistant

To help our agents assist you as efficiently as possible, please have the following information ready:

• Booking ID
• Property name
• Guest name
• Check-in and check-out dates
• Cancellation date
• Original booking amount and the payout amount you expected
• A screenshot of the pending payment in your dashboard, if available

Why is there a deduction from the original payout?

• The initial payout for each booking is based on the total amount the guest paid at the time of booking.
• After a cancellation, the payout is recalculated to reflect the final status of the booking.
• Cleaning fees and other extra charges are often refunded to the guest if the booking is cancelled before check-in, so your final payout may be lower than the initial amount.

What should I keep in mind?

• Accounting adjustments after cancellations are standard practice. They ensure that payouts are accurate and compliant with Holidu's policies.
• Processing can take longer than 72 hours during peak travel seasons.
• If you experience a longer delay, contact our team with the specific booking details so we can resolve the issue faster.

If you have questions about your payout, you can reach our team through the Holidu host assistant.