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 process takes time because the payment needs to be recalculated based on your cancellation policy and any applicable refunds to the guest.

How long does the payment processing take?

Payment processing typically takes up to 72 hours after a guest cancels a non-refundable booking. However, during peak travel seasons or high-volume periods, processing may take longer than usual.

The delay is standard practice and ensures that:

• Your payout is calculated accurately according to your selected cancellation policy
• Any guest refunds are processed correctly
• Holidu's payment system remains compliant with financial regulations

Why is there a deduction from the original payout?

Your final payout after a cancellation may be lower than initially calculated for several reasons:

• The initial payout is based on the total amount the guest paid at booking time
• When a booking is cancelled, the payout is recalculated according to your selected cancellation policy
• Cleaning fees and other extra charges are often refunded to the guest if the booking was cancelled before check-in, reducing your final payout

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: https://host.holidu.com/app/assistant

Make sure to include all requested information so our agents can assist you as efficiently as possible.

Key points to remember

• Accounting adjustments after cancellations are standard and ensure correct payments and policy compliance
• Processing times may extend during peak travel seasons
• Contact Customer Service immediately if you experience delays beyond 72 hours
• Have your booking details ready when contacting support for faster resolution