When a Host cancels a confirmed reservation or is found to be responsible for a cancellation under our 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 aim to improve the overall reliability of our service, ensuring the integrity and trustworthiness that our Guests expect from their holiday experiences.

Cancellations by Hosts may not happen often, but when they do, the consequences extend beyond just one single booking.

• For Guests: They disrupt plans, create frustration, erode trust, and threaten their willingness to book again.
• For Hosts: They undermine credibility, harm your property's reputation, lower visibility in search rankings, and ultimately put future performance on booking platforms at risk.
• For Holidu: Cancellations result in significant operational costs from managing disrupted bookings, finding replacements, 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's truly no other option.

If you find yourself genuinely unable to honor a reservation, we encourage you to act as quickly as possible—whether by offering an alternative accommodation when feasible, or by cancelling early to help minimize disruption for your Guest.

Any alternative you offer should:

• 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 the original listing.

When you provide 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 working to resolve 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, as well as the operational costs incurred in finding replacements and managing disrupted bookings.

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

Cancellation fee schedule

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

Understanding 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 deductions.

Example calculation

Let's say you have an upcoming booking with the following details:

• Reservation amount: €500
• Check-in date: 20 days away

Since check-in is between 48 hours and 30 days away, the applicable cancellation fee is 10% of the reservation amount:

Cancellation fee calculation: €500 × 10% = €50

In this case, you would be charged the minimum fee of €50, as the calculated amount meets the threshold. If the reservation amount were €300 (resulting in a 10% fee of €30), the fee would be adjusted to the €50 minimum.

Situations where 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 fees.

If you believe your situation qualifies for a waiver, you must provide supporting evidence, which will be carefully reviewed by our Customer Support Team before we make a final decision.

Examples of circumstances that may qualify for a waiver include:

• Natural disasters or severe weather events affecting your property or area
• Unexpected family emergencies or health crises
• Property damage from causes beyond your control
• Government-imposed restrictions or lockdowns

Before requesting a cancellation, we strongly recommend you consider the full impact beyond just the fee. Cancellations can significantly affect your property's credibility, search visibility, and long-term booking performance on our platform.

How to submit a cancellation request

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

To access the cancellation request form, visit your host dashboard and navigate to your booking management section. Alternatively, you can use our contact form to reach our Customer Support Team, who can guide you through the process and discuss potential alternatives.

When submitting your cancellation request, please provide:

• Your booking reference number
• The reason for cancellation
• Any supporting documentation (if applicable for a waiver request)

What happens after you cancel

Once a cancellation is processed:

• Your Guest will be notified immediately and given the option to rebook with another Host or receive a refund.
• The applicable cancellation fee will be deducted from your account or future payouts.
• Your cancellation may be reflected in your property's performance metrics and search visibility on Holidu.

For more information about the broader impact of cancellations on your Host profile and how to prevent them, we recommend reviewing our additional resources on Host cancellation management.