Why is my payment still pending after my guest cancelled a non-refundable booking?

Understanding Payment Processing After Cancellations

When a guest cancels a non-refundable booking, your payment may remain pending while Holidu processes an accounting adjustment. This is a standard procedure that ensures your payout is calculated correctly according to your cancellation policy and Holidu's payment requirements.

The accounting adjustment takes into account the cancellation terms, any refunds issued to the guest, and cleaning fees or additional charges that may apply. This recalculation typically completes within 72 hours, though processing may take longer during peak travel seasons.

Why Does Payment Processing Take Time?

Several factors contribute to payment processing delays after a guest cancellation:

• Holidu must verify the cancellation request and confirm it meets your cancellation policy terms
• The system recalculates your payout based on the cancellation terms and any refunds due to the guest
• Extra charges such as cleaning fees are reassessed and may be refunded to the guest
• During peak seasons, the volume of cancellations increases processing time

How Much Will Your Final Payout Be?

Your final payout after a cancelled booking may differ from the initial amount for important reasons:

• The initial payout shown in your account is based on the full amount the guest paid at booking time
• When a guest cancels, your payout is recalculated according to your selected cancellation policy
• If cleaning fees or other extra charges are refunded to the guest, these amounts are deducted from your original payout

What to do if your payment is still pending after 72 hours?

If more than 72 hours have passed and your payment is still pending, please contact our support team using this link: https://host.holidu.com/app/assistant

Make sure to include all requested information so our agents can assist you as efficiently as possible. Providing booking details and specific information about your situation will help our team resolve your issue faster.

Key Points to Remember

• Accounting adjustments after cancellations are standard practice and ensure accurate payments
• Processing typically takes up to 72 hours from the time of cancellation
• Peak travel seasons may result in longer processing times
• Your final payout reflects your cancellation policy terms and any guest refunds
• Contact our support team if you experience delays beyond 72 hours