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 a bit more time during peak seasons.

Understanding the payment delay

The initial payout for each booking is based on the total amount paid by the guest at the time of booking. When a cancellation occurs, the payout must be recalculated according to your selected cancellation policy. This accounting adjustment is a standard process that ensures correct payments and compliance with Holidu's policies.

Why is there a deduction from the original payout?

You may notice that your final payout is lower than initially calculated. 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, so your final payout may be lower than initially calculated

Typical processing timeline

Most payment adjustments following a cancellation are processed within 72 hours. However, during peak travel seasons or times of high booking volume, processing can take longer than usual. The extended timeframe ensures accuracy and allows Holidu's systems to properly reconcile all financial transactions.

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 Holidu's 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. Having specific booking details readily available will help expedite the resolution process.

Key points to remember

• Accounting adjustments after cancellations are standard practice
• Processing typically takes up to 72 hours
• Peak travel seasons may extend processing times
• Your final payout reflects the cancellation policy terms and any applicable refunds to the guest
• Contact Customer Service for longer delays, providing specific booking details for faster resolution