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

Understanding payment delays after non-refundable cancellations

When a guest cancels a non-refundable booking, your payment may remain pending while Holidu completes necessary accounting adjustments. This process ensures your final payout is calculated correctly according to your cancellation policy and Holidu's payment procedures. Typically, this processing takes up to 72 hours from the cancellation date.

Why does my payment stay pending?

After a guest cancels a non-refundable booking, several accounting steps must occur:

• Your initial payout is recalculated based on your selected cancellation policy
• Any refundable charges (such as cleaning fees or extra services) are processed back to the guest
• Your final payout is adjusted to reflect the cancellation terms
• Payment records are reconciled to ensure compliance with Holidu policies

During this adjustment period, your payment status shows as pending rather than completed. This is a standard procedure that protects both you and your guests by ensuring accurate financial processing.

How long should I wait?

Most pending payments are processed within 72 hours of the cancellation. However, during peak travel seasons or high-volume periods, processing may take slightly longer than usual. Once the accounting adjustment is complete, your payment will be transferred to your account according to your regular payout schedule.

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 support, provide the specific booking reference number and cancellation date to help expedite the investigation.

Understanding your final payout amount

Your final payout after a non-refundable cancellation may differ from your original expected amount. Here's why:

• The initial payout estimate is based on the total guest payment at booking time
• Upon cancellation, the payout is recalculated according to your cancellation policy terms
• Refundable services or fees (such as cleaning charges) are typically returned to the guest, reducing your final payout
• Any non-refundable portions remain in your payout according to your policy settings

This recalculation is automatic and ensures that both guest refunds and host payouts align with the cancellation policy you selected when creating your listing.

Need additional help?

If you have questions about your specific cancellation or payment calculation, our support team is here to help. Visit the Holidu Host Assistant at https://host.holidu.com/app/assistant to submit a detailed inquiry about your pending payment.