We understand that accepting a reservation is a commitment to your guests, and cancellations should only happen when there's truly no other option. However, we recognize that exceptional circumstances can sometimes make cancellations unavoidable. This guide explains Holidu's host cancellation policy, including when cancellation fees apply, how they're calculated, and situations where they might be waived.

Understanding the impact of host cancellations

When a host cancels a confirmed reservation, the consequences extend far beyond a single booking. Cancellations disrupt guest plans, erode trust, and damage the overall reliability of our platform. For hosts, cancellations undermine credibility, harm property reputation, lower visibility in search rankings, and put future performance on booking platforms at risk. For Holidu, cancellations result in significant operational costs from managing disrupted bookings, finding replacements, and handling administrative burdens.

What to do if you must cancel

If you find yourself genuinely unable to honor a reservation, act as quickly as possible. Your first option should be to offer an alternative accommodation when feasible, or cancel early to help minimize disruption for your guest.

Any alternative you offer should meet these requirements:

• Be listed on the same platform where your guest originally booked
• Maintain a similar price range while ensuring the same or higher standards compared to the original listing

When you provide a suitable alternative that meets these conditions and is accepted by your guest, our Customer Support Team can coordinate with the booking channel and the guest to help secure their acceptance and work to resolve the likelihood of additional charges.

When and how the cancellation fee applies

If you are unable to offer an acceptable alternative, Holidu reserves the right to apply a cancellation fee. This fee is intended to reflect the impact on guests and the operational costs incurred in finding replacements and managing disrupted bookings.

The cancellation fee is calculated based on the reservation amount and the timing of your cancellation. If the calculated fee is less than €50 EUR, it will be adjusted to a minimum of €50 EUR.

Cancellation fee schedule

Time until check-in	Cancellation fee (% of reservation amount)
48 hours or less	25%
Between 48 hours and 30 days	10%
More than 30 days	5%

Understanding the reservation amount

The reservation amount refers to the total cost your guest agrees to pay when confirming a booking. For you, this amount determines your expected payout, minus any applicable platform fees or deductions. The cancellation fee percentage is applied to this reservation amount to determine the final fee you will be charged.

Situations where the cancellation fee might be waived

Holidu recognizes that extraordinary situations can occur. In cases involving major disruptive events or other valid circumstances beyond your control, we may waive cancellation fees.

If you believe your situation qualifies for a waiver, you must provide supporting evidence for review by our Customer Support Team. We carefully evaluate each request before making a final decision.

To learn more about qualifying circumstances and how to request a waiver, please visit our detailed guide on exceptions and valid reasons for host cancellations.

Important considerations before cancelling

Before requesting a cancellation, we strongly recommend you consider the full impact beyond just the fee. Cancellations can significantly damage your property's reputation and ranking on our platform, affecting your ability to attract future bookings.

If, after reviewing all consequences, you still wish to proceed with your cancellation request, please submit it through our host portal. Please note that cancellations are only legally valid if submitted through the proper process on our platform. Requests sent via email or through other channels will not be accepted.

For assistance with your cancellation or to discuss your specific situation, please use our contact form to reach our Customer Support Team.

Next steps

For more information on how to avoid cancellations altogether, visit our guide on preventing host cancellations. If you have questions about this policy or need support, our Customer Support Team is here to help. Use the contact form on our platform to get in touch.