How can I request a booking cancellation?

We understand that sometimes unexpected situations happen, and a host might not be able to honour a confirmed booking. Before you request a cancellation, please be aware of the negative effect this will have on your guest and your property’s performance. Additionally, unless you have to cancel the booking due to an event of force majeure, penalties may apply, and guests may be entitled to compensation payments, which would be invoiced to you.

Option 1: Request Cancellation Through Your Holidu Host Account

1. Go to the "Bookings" section in your Holidu Host account.

2. Select the reservation you wish to cancel.

3. Click the "Request Cancellation" button.

4. You will be redirected to a cancellation form, where you will be asked to:

• Confirm the reservation number.
• Select the reason for cancellation from the dropdown menu.
• Provide additional details about the request.
• Upload supporting documents, if applicable (e.g., proof of force majeure, invoices, receipts, or relevant links).

Option 2: Request Cancellation Through Contact Form

If you are unable to request a cancellation through the "Bookings" section, you can submit a request via More > Contact:

1. Select "I need help with a booking (payout, cancellation, invoice, guest information, etc.)".
2. Choose "I want to request a booking cancellation" from the dropdown menu.
3. Enter the correct booking ID and follow the instructions.

What to Include in the Cancellation Request

To ensure your request is processed efficiently, make sure to include the following:

• Booking ID → Double-check that you are canceling the correct reservation.
• Reason for Cancellation → Choose the most relevant reason from the dropdown list.
• Additional Details → Provide specific information about why the cancellation is necessary.
• Force Majeure Documentation (if applicable) → Force Majeure refers to unforeseen events beyond human control that prevent a booking from taking place.

As mentioned in your agreement with Holidu, cancellation penalties may be waived if proper documentation is provided. However, if your cancellation does not qualify as force majeure or lacks documentation, cancellation fees will apply.

Important Notes on Cancellation Fees

• After submitting the form, you will be notified of any cancellation fees.
• Once you agree, your cancellation request will be processed.
• Relocation costs may apply → If the standard cancellation fee does not fully cover the guest’s relocation, additional charges may be applied.
• Cancellations are prioritized based on check-in date, and Holidu will process requests as quickly as possible.