Understanding Valid Exceptions for Host Cancellations

As a host, we understand that honouring every confirmed booking is essential for maintaining your reputation and ensuring guest satisfaction. However, we recognize that exceptional situations can arise where cancellation may become unavoidable. If you find yourself in such circumstances, you may be eligible for a cancellation fee waiver.

When you request a waiver, our Customer Support Team will carefully review your situation and supporting evidence before making a final decision. If your request is approved, we'll support you throughout the cancellation process and, wherever possible, help your guest find alternative accommodation without charging you a cancellation fee.

Valid Reasons That Qualify for Cancellation Fee Waivers

Force Majeure Events

Force majeure encompasses documented, extraordinary circumstances that are completely beyond your control. These exceptional situations include:

• Natural disasters and extreme weather: Severe damage to your property caused by earthquakes, floods, hurricanes, storms, or other natural events
• Mandatory government travel restrictions: Official restrictions or lockdowns that legally prevent you from hosting guests
• Emergency property damage: Sudden and severe damage such as fires, burst pipes, structural failures, or other safety hazards that make your property uninhabitable
• Military actions and hostilities: Invasions, armed conflicts, explosions, or other military-related incidents in your location

Other Circumstances Eligible for Waivers

Beyond force majeure events, cancellation fees may also be waived in the following situations:

• Serious personal emergencies: Critical health crises, family emergencies, or unexpected serious illnesses that genuinely prevent you from hosting
• Guest rule violations: If a guest has violated or intends to violate house rules that are clearly stated in your listing description
• Channel synchronisation errors: Technical glitches that result in unintended double bookings, provided you notify us immediately and cooperate fully to resolve the issue

Each of these situations requires documented proof and will be evaluated individually by our Customer Support Team based on the specific circumstances and evidence you provide.

Situations Not Covered by Waivers

It's important to understand that not all cancellations qualify for fee waivers. The following circumstances are not eligible:

• Routine maintenance work or standard property repairs
• Double bookings caused by calendar management errors or negligence
• Personal scheduling conflicts or changes to your own travel plans
• Pricing mistakes or availability errors resulting from your oversight
• Decisions to sell your property, discontinue hosting, or stop using Holidu for distribution

For bookings that don't qualify for waivers, the Host Cancellation Policy applies in full.

How to Request a Cancellation Fee Waiver

If you believe your situation qualifies as a valid exception, you can submit a waiver request through your host account. When you submit your request, be sure to include clear, supporting documentation that demonstrates why your cancellation falls under one of the valid exceptions listed above.

Our Customer Support Team will review your evidence carefully and respond with a decision. Different markets may accept different types of documentation, and our local teams are familiar with what's typically required in your region, so don't hesitate to ask for guidance on what to submit.

Important: Consequences Beyond Cancellation Fees

Even if your cancellation fee is waived, other policy consequences may still apply. These can include:

• Reduced visibility and ranking of your listings
• Loss of status badges or special designations
• Weaker performance metrics on booking channels

For detailed information about these broader impacts, see What impact does a host cancellation have.

Protecting Your Reputation as a Host

We strongly encourage you to do everything possible to honour confirmed bookings. A reliable hosting history builds guest trust and strengthens your property's reputation across all booking platforms. For practical advice on minimizing cancellations and delivering an excellent hosting experience, refer to our guide on how to avoid host cancellations.

By maintaining a strong commitment to your confirmed reservations and following best practices, you'll build a positive reputation that benefits both your guests and your business in the long term.