When you submit a host cancellation request, providing the right proof helps our team review your case quickly and fairly. Here's what documentation is typically needed based on your situation.

Personal Emergency or Health Issue

If you're cancelling due to a personal emergency or health problem, please provide one of the following:

• Medical certificate
• Doctor's note
• Hospital discharge papers
• Official documentation confirming the illness or emergency

Property Damage from Natural Disaster or Severe Weather

For cancellations caused by weather events or natural disasters, submit:

• Photos showing the property damage
• News reports, official weather alerts, or statements from civil authorities (such as evacuation orders)
• Insurance claim or service provider reports (optional but recommended)

Guest Behavior or Safety Concerns

If you have concerns about guest behaviour or intentions, provide:

• Screenshots of guest messages or behaviour that raise valid concerns
• References to house rules being violated, where applicable

Technical or System Issues

For technical problems affecting your booking, include:

• Screenshots of the technical issues (for example, calendar sync errors or double bookings)
• Confirmation from Holidu Support or your Account Manager (if applicable)
• Documentation of account transitions if relevant (such as emails about merges or transfers)

Tips for Faster Processing

To help us review your cancellation request as quickly as possible:

• Make sure all documentation is clear, complete, and dated
• Verify that your proof directly relates to the affected booking or property
• Include only official documentation—personal statements alone cannot be accepted
• Back up any concerns with communication or verifiable evidence, not assumptions
• For technical issues, clearly explain whether the problem is a system error or a manual setup mistake

Submitting complete information from the start helps us resolve your request without delays. Keep in mind that even if a cancellation fee is waived, other policy consequences still apply, including reduced visibility, loss of status badges, and weaker future booking performance.