When you request a host cancellation because of an exceptional situation, you need to submit proof so Holidu can review your request properly. Clear, dated documentation speeds up the process and helps avoid back-and-forth.

What proof do you need for each situation?

Personal emergency or health issue

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

Property affected by a natural disaster or severe weather event

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

Concerns about guest behavior or intentions

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

Technical or configuration issues

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

How can you make your request easier to review?

• Make sure your documentation is clear, complete, and dated.
• Confirm that your proof clearly relates to the affected booking or property.
• Personal statements without official documentation cannot be accepted.
• Back up concerns with communication or verifiable evidence, not assumptions.
• For technical issues, distinguish system errors from manual setup mistakes.

What else should you know?

Even if a cancellation fee is waived, other consequences under this policy still apply, such as reduced visibility and ranking, loss of status badges, and weaker future performance on booking channels.

To find out how to minimize cancellations and keep up a great hosting experience, read this article.