To request a host cancellation, submit official, dated documentation that clearly relates to the affected booking or property. The required proof depends on the situation, such as a health emergency, natural disaster, guest concern, or technical issue. Our local teams can advise on the best documentation for your market.

Types of proof

Personal emergency or health issue

• Medical certificate
• Doctor's note
• Hospital discharge papers

Property affected by a natural disaster or severe weather

• Photos of the property damage
• Official weather alerts or civil authority statements, such as evacuation orders
• Insurance claim or service provider reports (optional but recommended)

Concerns about guest behavior

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

Technical or configuration issues

• Screenshots of errors, such as calendar sync issues or double bookings
• Confirmation from Holidu Support or your Account Manager (if applicable)
• Emails about account merges or transfers, if relevant

Important considerations

• Make sure all documents are clear, complete, and dated.
• Personal statements without official documentation cannot be accepted.
• Concerns must be backed by communication or verifiable evidence, not assumptions.
• For technical issues, clearly distinguish system errors from manual setup mistakes.

Complete information upfront helps us review your request faster. Even if a cancellation fee is waived, other consequences under this policy still apply, such as reduced visibility and ranking, loss of status badges, and weaker performance on booking channels.

To learn how to minimize cancellations, see this article.