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

When a guest cancels a non-refundable booking, Holidu must process an accounting adjustment to recalculate your payout based on your cancellation policy. This ensures you receive the correct payment amount according to your property's specific terms. The adjustment typically takes up to 72 hours to complete, though processing times may extend during peak booking seasons.

Understanding the payment delay

A pending payment after a guest cancellation is a normal part of our process. Here's what happens:

• Your initial payout is calculated based on the total booking amount at the time of reservation
• When a cancellation occurs outside the free cancellation window, we recalculate your payout according to your chosen cancellation policy
• Any fees refunded to the guest (such as cleaning fees) are deducted from your original payout amount
• Our accounting system processes these adjustments to ensure compliance and accuracy

This recalculation process ensures both you and your guest receive fair treatment under your property's cancellation terms.

Why your final payout may differ

Your final payout after a cancellation may be lower than the initial amount shown because:

• Non-refundable bookings still allow guests to cancel, but with reduced refunds based on your policy
• Cleaning fees and extra charges are often refunded to guests when cancellations occur before check-in
• Service fees and taxes are adjusted according to the refunded amount

The new payout reflects only the fees you're entitled to keep under your cancellation policy terms.

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

When reaching out, make sure to include all requested information so our agents can assist you as efficiently as possible. Providing booking details, property information, and specific dates will help us resolve your issue quickly.

During peak seasons

Payment processing times may exceed the standard 72 hours during peak travel seasons. If you're experiencing a delay during a busy period, know that your payment is being processed and will be completed as soon as possible.

Key takeaways

• Pending payments after cancellations are standard and expected
• Processing typically completes within 72 hours
• Your final payout reflects your cancellation policy terms
• Contact support if payment is pending beyond 72 hours
• Always provide complete booking information when contacting our support team