What is the host's cancellation policy?

When you cancel a confirmed reservation on Holidu, or if you are found to be responsible for a cancellation under our policy, we reserve the right to apply cancellation fees. These fees exist to reflect the significant impact that cancellations create for guests, other hosts, and Holidu as a platform. Our goal is to maintain the reliability and trustworthiness that guests expect from their holiday experiences.

Cancellations by hosts may not happen often, but when they do, the consequences extend far beyond a single booking:

• For guests: Cancellations disrupt their plans, create frustration, erode trust in booking platforms, and threaten their willingness to book again.
• For hosts: They undermine your credibility, harm your property's reputation, lower your visibility in search rankings, and ultimately put your future performance on booking platforms at risk.
• For Holidu: Cancellations result in significant operational costs from managing disrupted bookings, finding replacement properties, and handling the added administrative burden.

What to do if you must cancel

We understand that exceptional circumstances can sometimes make cancellations unavoidable. However, accepting a reservation is a commitment to your guest, and cancellations should only happen when there is truly no other option.

If you find yourself genuinely unable to honor a reservation, we encourage you to act as quickly as possible. Your best course of action is to offer an alternative accommodation when feasible, or to cancel early to help minimize disruption for your guest.

Any alternative accommodation you offer should meet these criteria:

• Be listed on the same platform where your guest originally booked
• Maintain a similar price range while ensuring the same or higher standards compared to your original listing

When you provide a suitable alternative that meets these conditions, our Customer Support Team can step in to help coordinate with the booking channel and your guest. We work to secure the guest's acceptance and help resolve the situation to minimize the likelihood of additional charges.

When and how the cancellation fee applies

If you are unable to offer an alternative that meets the conditions outlined above and is accepted by your guest, Holidu reserves the right to apply a cancellation fee. This fee is intended to reflect the impact on guests and the operational costs we incur in finding replacement properties and managing disrupted bookings.

The cancellation fee is calculated as a percentage of your reservation amount based on how far in advance you cancel. If the calculated fee is less than €50, it will be adjusted to a minimum of €50.

Time until check-in	Cancellation fee (% of reservation amount)
48 hours or less	25%
Between 48 hours and 30 days	10%
More than 30 days	5%

What is the reservation amount?

The reservation amount refers to the total cost your guest agrees to pay when confirming a booking. For you, this amount determines your expected payout, minus any applicable platform fees or other deductions.

Example cancellation scenario

To help illustrate how cancellation fees work, consider this example:

Suppose a guest books your property for €1,000. If you cancel your booking 20 days before check-in, your cancellation falls within the "between 48 hours and 30 days" window, which applies a 10% cancellation fee. Your fee would be calculated as follows: €1,000 × 10% = €100. Since €100 is greater than the €50 minimum, you would be charged €100 as your cancellation fee.

Situations where the cancellation fee might be waived

We understand that extraordinary situations can happen beyond your control. In cases involving major disruptive events or other valid circumstances, Holidu may waive cancellation fees entirely.

If you believe your situation qualifies for a fee waiver, you must provide supporting evidence. Our Customer Support Team will carefully review your documentation before we make a final decision on whether to waive the fees.

Examples of circumstances that may qualify for a waiver include natural disasters, severe weather events, government-mandated lockdowns, or other events beyond your reasonable control. However, each case is reviewed individually based on the evidence you provide.

How to request a cancellation

Before requesting a cancellation, we strongly recommend you carefully consider the full impact of your decision. Cancellations damage your reputation, lower your search visibility, and harm guest trust in booking platforms.

If, after reviewing these consequences, you still need to proceed with a cancellation, you can submit your cancellation request through our contact form. Please note that cancellations are only legally valid if submitted through the official process outlined on this page. Requests sent via email or through other channels will not be accepted.

To contact our support team about your cancellation or to request a fee waiver, please use our contact form, and a member of our team will respond to your request as soon as possible.