If you need to cancel your booking because of an unexpected event, first check the cancellation policy in your booking confirmation or platform account. Then review your travel or cancellation insurance, which may cover some or all of your costs. If you have no insurance, contact your booking platform's support team and provide supporting documents. Some special circumstances may qualify for a free or reduced cancellation penalty.

What Counts as an Unexpected Event?

An unexpected event is a situation outside your control that prevents you from travelling. These situations are often called force majeure. Examples include natural disasters, public health emergencies, and government-imposed travel restrictions. Some platforms have special policies for these cases that may allow a refund. Each case is reviewed individually, so you may be asked to provide supporting documentation.

What Should I Do If I Need to Cancel?

Step 1: Check Your Cancellation Policy

Your cancellation policy explains the deadlines, penalties, and conditions that apply to your booking. You can find it in your booking confirmation or in your platform account. Read it carefully before you submit a cancellation request, as it sets the baseline for any refund you may receive.

Step 2: Check Your Travel Insurance

Before requesting a refund or reduced cancellation penalty, review your travel or cancellation insurance policy. If your unexpected event qualifies under your insurance coverage, your insurance may cover the full cancellation costs or a significant portion of them.

Step 3: Check If You Qualify Without Insurance

If you do not have travel insurance, the platform may still consider certain forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These include:

• The booking was made within the last 12 hours, or there are duplicate bookings for the same property.
• Situations involving illness, death, or accidents.
• Immediate cancellation requests after a booking due to guest error.
• A travel warning related to pandemics, war, natural disasters, or similar events.
• Significant changes in personal circumstances, such as job loss or divorce.

Step 4: Contact the Platform's Support Team

If you believe your situation qualifies for a refund under special circumstances, contact your booking platform's support team as soon as possible. Explain what happened, state the dates of your booking, and say what outcome you are requesting. Acting quickly can help prevent additional penalties from being applied.

Step 5: Provide Any Necessary Documentation

Supporting documents make your request easier to assess. Depending on your situation, you may need to provide:

• Proof of travel disruptions, such as cancelled flights or transport.
• Government restrictions or official travel warnings that apply to your destination.
• Medical certificates or death certificates, where relevant.
• Any other relevant information that supports your request.

Tips for a Smooth Cancellation Request

• Keep copies of your booking confirmation, all messages, and any supporting documents.
• Submit your request in writing so there is a clear record of your communication.
• Cancel as early as possible, since penalties often increase as your check-in date gets closer.
• Do not stop communicating with the platform or the property owner until you receive a final decision.

Frequently Asked Questions

Will I get a refund if I cancel due to a natural disaster?

You may be eligible for a refund or reduced penalty if the natural disaster falls under force majeure and the platform's special policy applies. Each request is reviewed individually, and you may need to provide documentation such as official notices or proof of travel disruption.

Do I need travel insurance to request a refund?

No, travel insurance is not always required. However, if you have insurance, check your policy first, because it may cover your cancellation costs. If you do not have insurance, you can still ask the platform to consider your situation as a special circumstance.

How long do I have to request a cancellation under special circumstances?

Contact your booking platform's support team as soon as you know you need to cancel. Early requests are easier to process, and the deadlines in your cancellation policy still apply. Check your booking confirmation for the exact terms that affect your booking.

Need More Help?

We know that cancelling a trip can be frustrating, but we are here to help. If you have questions about your options, contact your booking platform's customer support team or Holidu's team for guidance. You can also browse our Help Center for more information about bookings and cancellations.