What to do If I Need to Cancel Due to an Unexpected Event?

If you need to cancel due to force majeure (such as a natural disaster, public health emergency, or government-imposed travel restrictions), some platforms have special policies that may allow for a refund.

These cases are reviewed individually, and you may be asked to provide supporting documentation.

What Should I Do?

• Check your cancellation policy in your booking confirmation or in your platform account to understand the applicable terms.
• Review Your Travel Insurance: Before seeking a refund or reduced cancellation penalty from the booking platform, check the terms of your travel or cancellation insurance policy. If your situation qualifies, your insurance may cover the cancellation costs.
• If You Don’t Have Travel Insurance: We will consider certain forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These include:
  • The booking was just made (within the last 12 hours) or there are duplicate bookings for the same property.
  • Situations involving illness, death, or accidents.
  • Immediate cancellation requests following a booking (due to guest error).
  • Existence of a travel warning (related to pandemics, war, natural disasters, etc.).
  • Significant changes in personal circumstances (e.g., job loss, divorce).
• Contact the platform’s support team if you believe your situation qualifies for a refund under special circumstances.
• Provide any necessary documentation, such as proof of travel disruptions, government restrictions, or other relevant information.

We know that cancelling a trip can be frustrating, but we’re here to help. If you have any questions, don’t hesitate to reach out to your booking platform’s customer support or Holidu’s team for guidance.