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

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.

Understanding the payment delay

The initial payout for each booking is calculated based on the total amount paid by the guest at the time of booking. When a cancellation occurs outside the free cancellation period, we need to recalculate your earnings according to your selected cancellation policy. This adjustment ensures that both you and the guest are charged or credited fairly based on the cancellation terms.

During this accounting process, your payment status will show as pending. This is a standard procedure and does not indicate an issue with your account or the booking itself.

Why your final payout may be different

Your final payout after a cancellation may be lower than the initial amount calculated for several reasons:

• Cleaning fees are often refunded to the guest if the booking is cancelled before check-in
• Additional charges may be adjusted according to your cancellation policy
• Service fees and platform charges are recalculated based on the final payout amount

The new payout amount reflects these adjustments and is calculated according to the cancellation policy you selected for your property.

Typical processing timeframe

In most cases, your payment will be processed within 72 hours of the cancellation. However, processing times may be longer during peak travel seasons or holidays when our accounting team handles a higher volume of cancellations.

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

When you reach out, please make sure to include all requested information so our agents can assist you as efficiently as possible. Having your booking details ready will help speed up the resolution process.

Important reminders

Accounting adjustments after cancellations are standard procedure and primarily ensure correct payments and compliance with Holidu's policies. These delays are temporary and your payment will be processed as soon as the accounting adjustment is complete. If you experience longer delays or have questions about your specific payout calculation, our customer service team is here to help.