Why is my payment still pending after my guest cancelled a non-refundable booking?

When a guest cancels a non-refundable booking, your payment may remain pending for a short period while we process the cancellation and adjust your payout accordingly. This is a normal part of our accounting process and typically takes up to 72 hours to complete.

Understanding why your payment is pending

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

• Your initial payout was calculated based on the full amount the guest paid at the time of booking
• When the cancellation occurs outside the free cancellation period, we need to recalculate your payout according to your selected cancellation policy
• Any cleaning fees, service fees, or other charges that are refunded to the guest will be deducted from your original payout
• Our accounting system processes these adjustments to ensure both you and the guest receive the correct amounts

During this adjustment period, your payment status will show as pending. This is standard practice and helps us maintain accurate financial records and comply with our payment policies.

How long does processing take?

In most cases, accounting adjustments are completed within 72 hours. However, during peak travel seasons or high-volume periods, processing may take slightly longer. Once the adjustment is complete, your updated payout will be processed according to your regular payment schedule.

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. Having your booking reference number and cancellation date readily available will help us investigate and resolve the issue faster.

Why is there a deduction from the original payout?

It's common to see a lower final payout than your initial booking amount. This happens because:

• Refunds issued to guests for cancellations reduce your payout accordingly
• Cleaning fees and extra charges are typically refunded if the guest cancels before check-in
• Your final payout reflects only the amount you're entitled to keep based on your cancellation policy

Your cancellation policy determines what portion of the booking amount you retain when a guest cancels. The payout adjustment ensures this policy is applied correctly.

Key points to remember

• Pending payments after cancellations are normal and expected
• Allow up to 72 hours for the accounting adjustment to complete
• Your final payout may be lower than the initial amount due to guest refunds
• Contact our support team if processing takes longer than 72 hours
• Having your booking details ready will help us assist you more quickly

If you have any other questions about your payment or need further assistance, please don't hesitate to reach out to our customer support team through the link above.