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

When a guest cancels a non-refundable booking, Holidu must complete an accounting adjustment to ensure your payout is processed correctly. This is a standard procedure that protects both you and Holidu by guaranteeing accurate payments in compliance with your cancellation policy terms. The processing typically takes up to 72 hours, though it may require additional time during peak travel seasons.

Understanding pending payments after cancellations

After a guest cancels outside the free cancellation period on a non-refundable booking, your payment enters a pending state while our accounting team recalculates your final payout. This adjustment accounts for any refunds owed to the guest and adjusts your earnings accordingly. The initial payout amount shown in your booking was based on the full reservation price, but the final amount you receive depends on your cancellation policy and any applicable deductions.

Why the recalculation takes time

Several factors require processing time after a cancellation:

• Verification of cancellation details and guest eligibility for refunds
• Calculation of any cleaning fees or additional charges that may be refunded
• Adjustment of your final payout based on your selected cancellation policy
• Compliance checks to ensure all transactions follow Holidu's payment regulations

Why your final payout may be lower

Your final payout after a guest cancellation is often lower than the initial amount shown because:

• Cleaning fees are typically refunded to the guest when a booking is cancelled
• Service fees may be adjusted based on the cancellation terms
• Additional charges included in the original booking are recalculated
• Your cancellation policy terms determine what percentage of the booking you retain

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. When contacting support, have the following details ready:

• Your booking reference number
• The guest's name and email address
• The original booking dates
• The cancellation date
• Any relevant communications with the guest about the cancellation

Peak season delays

During peak travel seasons, such as summer holidays or major holidays, payment processing may take longer than the standard 72 hours. If you have submitted your inquiry and are waiting for a response during a busy period, please allow additional time for our team to review and process your case.

Key takeaways

Pending payments after guest cancellations are a normal part of Holidu's accounting process. The system recalculates your payout to ensure accuracy and fairness based on your cancellation policy. Most payments are processed within 72 hours, but if yours is still pending after this period, our support team is ready to help you resolve the issue quickly.