We understand that exceptional situations can arise where you may need to cancel a confirmed booking. To help us properly review your cancellation request, we require specific documentation depending on your circumstances.

Types of proof required

Personal emergency or health issue

• Medical certificate
• Doctor's note
• Hospital discharge papers
• Official documentation confirming the illness or emergency

Property affected by natural disaster or severe weather

• Photos of the property damage
• News reports, official weather alerts, or civil authority statements (such as evacuation orders)
• Insurance claim or service provider reports (optional but recommended)

Concerns about guest behavior or intentions

• Screenshots of guest messages or behavior raising valid concerns
• References to house rules violations, where applicable

Technical or configuration issues

• Screenshots of technical issues (such as calendar sync errors or double bookings)
• Confirmation from Holidu Support or your Account Manager (if applicable)
• Documentation of account transitions if relevant (such as emails about merges or transfers)

Important considerations for your cancellation request

To ensure we process your request quickly and fairly, please keep these points in mind:

• Make sure your documentation is clear, complete, and dated
• Ensure your proof clearly relates to the affected booking or property
• Personal statements without official documentation cannot be accepted
• Concerns must be backed by communication or verifiable evidence, not assumptions
• For technical issues, clearly distinguish between system errors and manual setup mistakes

By submitting complete information upfront, you help us resolve your request more quickly and avoid unnecessary delays.

Please note that even if a cancellation fee is waived, other consequences still apply under our host cancellation policy, including reduced visibility and ranking, loss of status badges, and weaker future performance on booking channels.

For tips on minimizing cancellations and maintaining great hosting standards, see our guide on how to avoid host cancellations.