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

Understanding pending payments after cancellations

When a guest cancels a non-refundable booking, your payment enters a pending status while Holidu completes an accounting adjustment. This process ensures your payout is calculated correctly based on your cancellation policy and refund obligations. The adjustment typically takes up to 72 hours to process, though peak travel seasons may require additional time.

Why payments become pending

Several factors contribute to pending payment status after a guest cancellation:

• Holidu must recalculate your payout according to your selected cancellation policy
• Refundable charges such as cleaning fees and extra services need to be processed back to the guest
• The initial payout was based on the total amount paid at booking, which changes when a cancellation occurs
• Accounting verification ensures compliance with payment policies and regulations

How much will your final payout be?

Your final payout after a non-refundable booking cancellation may differ from the original amount. This happens because:

• The initial payout reflected the total booking value at confirmation
• Your cancellation policy determines what portion of the booking fee you retain
• Refundable charges included in the original booking (such as cleaning fees and additional services) are deducted when returned to the guest
• The recalculated amount represents your actual earnings after all adjustments

Standard processing timeframe

After a guest cancels a non-refundable booking, allow up to 72 hours for Holidu to complete the accounting adjustment and process your payment. During busy travel seasons or holidays, processing may take slightly longer. You can monitor your payment status in your host dashboard throughout this period.

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 use 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. When contacting support, provide:

• The specific booking reference number
• The guest name and cancellation date
• The original booking amount
• Any other relevant details about the cancelled reservation

Important reminders

Accounting adjustments following guest cancellations are a standard part of Holidu's payment process. They help maintain accurate records and ensure you receive the correct amount according to your cancellation policy. If you have questions about your specific payout calculation or experience unexpected delays beyond 72 hours, our customer service team is ready to help clarify the details and resolve any concerns.