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

When a guest cancels a non-refundable booking, Holidu must complete an accounting adjustment to ensure your payout is processed correctly. This process involves recalculating your earnings based on your cancellation policy and refund terms. While this typically takes up to 72 hours, the processing time may extend slightly during peak travel seasons.

Understanding the payment processing delay

After a guest cancels a non-refundable booking, several steps occur behind the scenes:

• Your initial payout was calculated based on the total amount the guest paid at booking
• The cancellation triggers a recalculation according to your selected cancellation policy
• Holidu must verify all charges and adjustments to ensure compliance with payment policies
• The final payout amount is adjusted to reflect any refunds issued to the guest

These accounting adjustments are standard practice and ensure that both you and your guest receive the correct amounts. The delay in payment processing reflects the time needed to complete these important calculations.

Why your payout may be lower than expected

It's common for your final payout to be lower than the original booking amount when a cancellation occurs. This happens because:

• The initial payout for each booking is based on the total amount paid by the guest at the time of booking
• If the booking is cancelled, the payout is recalculated according to your selected cancellation policy
• Cleaning fees and other extra charges are often refunded to the guest if cancelled before check-in, which reduces your final payout
• Non-refundable booking terms determine what portion of the payment you retain

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.

Key points to remember

• Accounting adjustments after cancellations are standard and ensure correct payments and compliance with Holidu's policies
• During peak travel seasons, processing can take longer than the usual 72 hours
• Your final payout reflects the actual amount you are entitled to receive based on your cancellation policy
• Contact Customer Service if you experience delays beyond 72 hours, providing specific booking details for faster resolution

Understanding these payment processes helps ensure transparency in your earnings. If you have further questions about a specific booking or payment, our Customer Service team is here to help.