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

Understanding Payment Processing After Non-Refundable Cancellations

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 additional time during peak seasons.

The delay occurs because the initial payout for each booking is based on the total amount paid by the guest at the time of booking. When a cancellation happens outside the free cancellation period, the payout must be recalculated according to your selected cancellation policy to ensure accuracy and compliance with Holidu's policies.

Why is there a deduction from the original payout?

When a non-refundable booking is cancelled, you may notice a difference between your initial expected payout and your final payment. This happens for several reasons:

• The initial payout calculation is based on the total amount the guest paid at booking time
• The final payout is recalculated according to your specific cancellation policy
• Cleaning fees and other extra charges are often refunded to the guest if cancelled before check-in, which reduces your final payout
• Accounting adjustments ensure correct payment distribution and policy compliance

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 use 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.

Important Considerations

Accounting adjustments after cancellations are standard practice and primarily ensure correct payments and compliance with Holidu's policies. During peak travel seasons, processing can take longer than the usual 72 hours. If you experience longer delays or have questions about your payment, contact our Customer Service team through the assistant link above, providing specific booking details for faster resolution.