What is the host's cancellation policy?

When a host cancels a confirmed booking — or is found to be responsible for a cancellation under this policy — Holidu reserves the right to apply cancellation fees, except for extenuating circumstances.

These measures reflect the impact and costs that cancellations create for guests, other Holidu hosts, and Holidu. They help maintain the reliability of the service and the trust guests place in their holiday plans.

Understanding the impact of host cancellations

Host cancellations may not happen often, but when they do, the consequences extend beyond a single booking:

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

Learn more about the impact of cancellations and how to avoid them.

What to do if you must cancel

We understand that exceptional circumstances can sometimes make a cancellation unavoidable. However, accepting a booking 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 honour a booking, please act as quickly as possible by either offering an alternative property where feasible or by canceling early to limit disruption for your guest.

Offering an alternative property

Any alternative property you offer should:

• Be listed on the same channel where your guest originally booked
• Be in a similar price range and meet the same or higher standards compared to the original listing

When you offer a suitable alternative, our customer support team can step in to coordinate with the booking channel and the guest — helping to secure the guest's acceptance and reduce the likelihood of additional charges.

When (and how) the cancellation fee applies

If you cannot offer an alternative that meets the conditions above and is accepted by your guest, Holidu reserves the right to apply a cancellation fee. The fee reflects the impact on guests and the operational costs of finding replacements and managing disrupted bookings.

The cancellation fee is calculated based on the booking amount and the timing of the cancellation. If the calculated fee is less than €50 EUR, it is adjusted to a minimum of €50 EUR.

Cancellation fee structure

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

Understanding the booking amount

The booking amount is 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 deductions. The cancellation fee percentage is applied directly to this booking amount.

When the cancellation fee might be waived

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

If you believe your situation qualifies for a waiver, please share supporting evidence. Our customer support team — backed by your local Holidu team — will review it carefully before making a final decision. Learn more about qualifying circumstances and how to request a waiver.

How to submit a cancellation request

Before requesting a cancellation, we strongly recommend you consider the full impact beyond just the fee.

If, after reviewing the consequences, you still wish to proceed, you can submit your cancellation request here. Please note that cancellations are only legally valid if submitted through the process outlined on this page — requests sent by email or through other channels will not be accepted.

Real-world example of cancellation fees

To help you understand how cancellation fees are calculated, here is a practical example:

Scenario: A guest has booked your property for a 7-night stay at €1,200 total. You need to cancel 20 days before check-in.

• Booking amount: €1,200
• Time until check-in: 20 days (falls in the "Between 48 hours and 30 days" category)
• Applicable fee percentage: 10%
• Cancellation fee calculation: €1,200 × 10% = €120
• Final cancellation fee: €120 (above the €50 minimum)

In this case, a cancellation fee of €120 would be applied to your account. However, if the same booking were canceled within 48 hours of check-in, the fee would be 25% of €1,200, resulting in a €300 cancellation fee.

Next steps

For more information on maintaining your property's reliability and managing bookings effectively, explore our comprehensive guides on avoiding cancellations and understanding booking policies. If you have specific questions about your bookings or need assistance, our customer support team is here to help.