Hosts are expected to honour every confirmed booking. Cancellation fees can be waived only in limited cases, such as major disruptive events, serious personal emergencies, guest breaches of house rules, or channel synchronisation errors that cause double bookings. Each request needs clear supporting evidence and is reviewed individually by our Customer Support Team before a final decision is made.

Situations that qualify for cancellation fee waivers

If your situation falls into one of the categories below, you may be eligible for a cancellation fee waiver. You will be asked to provide supporting evidence so the Customer Support Team can review your request.

Major disruptive events (Force Majeure)

These cover documented, extraordinary circumstances that are beyond your control. Examples include:

• Natural disasters or extreme weather events that cause severe damage to your property.
• Mandatory government travel restrictions that affect your ability to host.
• Emergencies causing serious property damage or safety risks, such as water damage or fire.
• Military actions and other hostilities, such as invasions or explosions, in the location of your property.

Other valid reasons

Cancellation fees may also be waived in the following situations:

• Serious personal emergencies or health issues that prevent you from hosting your guest.
• A guest violating, or intending to violate, the house rules clearly stated in your listing details.
• Channel synchronisation errors that cause unintended double bookings. You must let us know as soon as possible and cooperate to resolve the issue.

These situations require clear proof. Our local teams know which documents are typically accepted in your market and can guide you on what to send.

What is not covered

For circumstances not listed above, the booking remains subject to our Host Cancellation Policy. A cancellation fee waiver does not apply in cases such as:

• Common maintenance issues or routine repairs.
• Overbooking caused by calendar mismanagement or oversight.
• Personal scheduling conflicts or travel plans.
• Pricing mistakes or availability errors caused by your oversight.
• Selling your property, deciding to stop hosting, or no longer using Holidu for distribution.

To learn how to reduce cancellations and deliver a great hosting experience, see this guide on how to avoid host cancellations.

How to request a waiver

If you believe your cancellation qualifies under one of the exceptions above, please submit a cancellation waiver request.

If you are unsure whether your situation qualifies, or it does not meet the criteria but you still wish to proceed, you can submit a cancellation request here.

Other consequences beyond cancellation fees

Even if a cancellation fee is waived, other consequences under this policy still apply. These can include reduced visibility and ranking, loss of status badges, and weaker performance on booking channels. Learn more about the impact of a host cancellation.

For this reason, we strongly encourage you to do everything you can to honour confirmed bookings and give guests a reliable experience.