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 processing typically takes up to 72 hours but may require additional time during peak seasons.

Understanding payment processing for cancelled non-refundable bookings

Here's what happens when a guest cancels a non-refundable booking:

• The initial payout for each booking is calculated based on the total amount paid by the guest at the time of booking
• When a booking is cancelled, the payout must be 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 may result in a lower final payout than initially calculated
• Our accounting team processes these adjustments to ensure compliance with Holidu policies and correct payment distribution

Why does this take time?

The accounting adjustment process requires time to verify the cancellation details, recalculate payouts based on your specific cancellation policy, and process the corrected payment. During peak travel seasons, processing can take longer than the standard 72 hours.

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 contact our support team using 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. Providing booking details and information about the cancellation will help expedite the resolution.

Important considerations

• Accounting adjustments after cancellations are standard practice and ensure correct payments and compliance with Holidu policies
• Your final payout may be lower than the initial amount due to refunds issued to the guest according to the cancellation policy
• During peak travel seasons, payment processing may take longer than the usual 72-hour timeframe
• Contact our Customer Service team if you experience delays beyond 72 hours, providing specific booking details for faster resolution