What is the host's cancellation policy?

When a host cancels a confirmed booking, or is found responsible for a cancellation under this policy, Holidu may apply a cancellation fee. The fee is based on the booking amount and how close the cancellation is to check-in. Holidu does not apply the fee when the cancellation falls under extenuating circumstances.

Cancellation fees exist because cancellations affect more than one booking. They disrupt guests' travel plans, weaken trust in the platform, and create extra work for Holidu and other hosts. Keeping the policy in place helps guests book with confidence and protects the reliability of the service.

Host cancellations are uncommon, but their effects can reach well beyond a single reservation:

• For guests: A cancellation can disrupt travel plans, cause stress and reduce the guest's willingness to book again.
• For hosts: Cancellations can damage your credibility, hurt your property's reputation, lower your visibility in search results and affect future bookings on booking channels.
• For Holidu: Cancellations create costs for managing disrupted stays, finding replacements and handling additional administration.

To learn more, read about the impact of host cancellations and how to avoid them.

What should I do if I have to cancel a booking?

If you cannot honour a booking, act as early as possible. Offer a suitable alternative property where you can, or cancel early so your guest has more time to make other plans. Cancelling at the last minute causes the most disruption and leads to the highest fees.

Any alternative property you offer should:

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

When you offer a suitable alternative, Holidu's customer support team can help coordinate with the booking channel and the guest. This improves the chance that your guest accepts the alternative and reduces the risk of additional charges.

When and how does the cancellation fee apply?

If you cannot offer an alternative that meets the conditions above and your guest accepts it, Holidu may apply a cancellation fee. The fee depends on how much time remains before check-in:

The minimum cancellation fee is €50. If the percentage-based fee is lower than €50, the fee is raised to €50.

What is the booking amount?

The booking amount is the total price your guest agrees to pay when confirming a booking. This figure is used to calculate the cancellation fee. Your expected payout is the booking amount minus any applicable platform fees or deductions.

Example of a cancellation fee

Suppose a guest books a property for a total of €500, and you cancel the booking:

• If you cancel 48 hours or less before check-in, the fee is 25% of €500, which is €125.
• If you cancel between 48 hours and 30 days before check-in, the fee is 10% of €500, which is €50.
• If you cancel more than 30 days before check-in, the fee is 5% of €500, which is €25. Because this is below the €50 minimum, the fee is €50.

Logged-in hosts can view the exact booking amount, check-in date and applicable fee for each upcoming booking in their host account.

When might the cancellation fee be waived?

Holidu understands that some situations are outside your control. In cases involving major disruptive events or other valid circumstances, Holidu may waive the cancellation fee.

If you believe your situation qualifies, submit supporting evidence. Holidu's customer support team, working with your local Holidu team, will review your request and make a final decision. To learn which circumstances qualify and how to request a waiver, read about qualifying circumstances and how to request a waiver.

How do I submit a cancellation request?

Before you cancel, review the full impact of a cancellation, not just the fee. If you still want to proceed after reviewing the consequences, submit your cancellation request through the Holidu host contact page.

Cancellations are only legally valid when submitted through this process. Requests sent by email or through other channels will not be accepted.