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

Understanding payment delays after non-refundable cancellations

When a guest cancels a non-refundable booking, your payment may remain pending for a short period while Holidu completes necessary accounting adjustments. This is a standard process designed to ensure your payout is calculated correctly according to your cancellation policy and complies with our payment procedures.

Why does this happen?

The payment processing involves several important steps:

• The initial payout for your booking is calculated based on the total amount the guest paid at the time of reservation
• When a cancellation occurs, this amount must be recalculated in accordance with your selected cancellation policy
• Additional charges such as cleaning fees may be refunded to the guest depending on the cancellation timing, which affects your final payout
• Our accounting system must verify all these adjustments to ensure accurate payment to your account

How long does this take?

In most cases, accounting adjustments are completed within 72 hours of the cancellation. However, processing times may be slightly longer during peak travel seasons when our systems handle a higher volume of transactions. Once the adjustment is complete, your payment will be processed to your account.

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 contact our support team using this link: https://host.holidu.com/app/assistant

When reaching out, make sure to include all requested information so our agents can assist you as efficiently as possible. Providing specific booking details will help us investigate your case quickly and resolve any issues.

Important points to remember

• Payment delays after cancellations are a normal part of our accounting process and help ensure you receive the correct amount
• Your final payout may differ from the initial booking amount due to your cancellation policy terms
• Seasonal fluctuations can occasionally extend processing beyond 72 hours
• Our customer service team is ready to help if you experience any unexpected delays