Hosts are expected to honour every confirmed booking. Cancellation fees may be waived only in specific exceptional situations, such as major disruptive events like natural disasters, mandatory government travel restrictions, serious property emergencies, or a host's serious personal emergency. Each request requires supporting evidence and is reviewed individually by our Customer Support Team.

Why honouring confirmed bookings matters

Reliable hosting protects your reputation and the standing of your properties. A confirmed booking represents a guest who has planned their trip around your property, so cancelling should be a last resort reserved for truly exceptional circumstances.

Which situations qualify for a cancellation fee waiver?

Cancellation fees can be waived in the following situations, provided you can supply clear proof. If your waiver request is considered valid, we will support you throughout the process and, where possible, help your guest find alternative accommodation without charging you a cancellation fee.

Major disruptive events (force majeure)

These cover documented extraordinary circumstances beyond your control, such as:

• Natural disasters or extreme weather events that cause severe damage to your property.
• Mandatory government travel restrictions that affect your ability to host.
• Emergencies causing serious property damage or safety risks, such as water damage or fire.
• Military actions and other hostilities, such as invasions or explosions, in the location of your property.

Other valid reasons

Cancellation fees may also be waived in the following cases:

• Serious personal emergencies or health issues that prevent you from hosting your guest.
• Guest violations of house rules, where the guest has violated or clearly intends to violate the house rules stated in your listing details.
• Channel synchronisation errors that cause unintended double bookings, provided you inform us as soon as possible and cooperate to resolve the issue.

These situations require clear proof and are reviewed individually by our Customer Support Team before a final decision is made. Our local teams know the documentation typically accepted in your market and can guide you on what to send.

Which situations do not qualify for a cancellation fee waiver?

For circumstances not listed above, the booking remains subject to our Host Cancellation Policy. A cancellation fee waiver generally does not apply to:

• Common maintenance issues or routine repairs.
• Overbooking caused by calendar mismanagement or oversight.
• Personal scheduling conflicts or travel plans.
• Pricing mistakes or availability errors caused by your oversight.
• Selling your property, deciding to stop hosting, or no longer using Holidu for distribution.

How do I request a cancellation fee waiver?

If you believe your situation qualifies under one of the exceptions above, submit a cancellation waiver request and include your supporting evidence. If you are unsure whether your situation qualifies, you can still submit a cancellation request here and the Customer Support Team will review it.

What other consequences apply even if the fee is waived?

Even when a cancellation fee is waived, other consequences under this policy still apply. These can include reduced visibility and ranking, loss of status badges, and weaker performance on booking channels in the future.

How can I avoid host cancellations?

To minimise cancellations and deliver a great hosting experience, see this guide. Keeping your calendar accurate, your listing details up to date, and your channel connections properly synchronised helps you honour every confirmed booking.