Why is My Payment Still Pending After a Guest Cancels a Non-Refundable Booking?

When a guest cancels a non-refundable booking, your payment may remain pending while Holidu completes important accounting adjustments. This process typically takes up to 72 hours to ensure your payout is calculated correctly according to your cancellation policy and Holidu's payment procedures.

Understanding Why Your Payment is Pending

A pending payment status after a guest cancellation is a normal part of Holidu's payment processing system. Here's what happens behind the scenes:

• Your initial payout amount is based on the total booking value at the time of reservation
• When a cancellation occurs, Holidu must recalculate your final payout based on your selected cancellation policy
• This accounting adjustment ensures accurate payment processing and compliance with cancellation terms
• Additional charges such as cleaning fees may be refunded to the guest, which affects your final payout amount

This recalculation process is standard practice and protects both you and your guests by ensuring all payments are handled correctly.

Typical Processing Timeframe

Most pending payments are processed within 72 hours of the cancellation. However, several factors may affect processing time:

• Peak travel seasons may cause slightly longer processing periods
• Weekend or holiday cancellations may extend the timeline by one business day
• Complex booking scenarios with multiple adjustments may require additional review time

In most cases, you will see your adjusted payout reflected in your account within this timeframe.

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 to contact our support team: https://host.holidu.com/app/assistant

Make sure to include all requested information so our agents can assist you as efficiently as possible. Providing specific booking details will help our team investigate your pending payment quickly.

What Information to Provide

When contacting our support team about a pending payment, have the following information ready:

• Your Holidu host account username or email address
• The specific booking reference number or guest name
• The original booking dates and cancellation date
• The expected payout amount you are waiting for
• Any relevant messages or communications with the guest

The more details you provide, the faster our team can locate your payment and resolve any issues.

Payout Adjustments and Deductions

It's important to understand that your final payout after a cancellation may differ from your initial payout amount:

• Non-refundable cancellations typically allow you to retain a portion of the booking value according to your policy
• Guest refunds for extras such as cleaning fees reduce your final payout
• Holidu service fees are calculated on the adjusted booking amount
• Any platform credits or discounts applied to the original booking affect the final settlement

Your payout summary will clearly show the original amount, deductions, and final payment you will receive.

Tips for Avoiding Payment Delays

To minimize payment processing issues in the future:

• Ensure your cancellation policy is clearly set and up to date
• Review each cancellation notification you receive from Holidu
• Keep your payment method current in your account settings
• Monitor your account dashboard for payout status updates

Need Further Assistance?

If you have additional questions about your pending payment or cancellation policies, our customer support team is here to help. Access our support portal at https://host.holidu.com/app/assistant to connect with an agent who can provide personalized assistance with your specific situation.