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

Understanding Pending Payments After Cancellations

When a guest cancels a non-refundable booking, your payment may appear as pending for a short period. This is a normal part of our accounting process. Holidu must complete a financial adjustment to recalculate your payout based on your cancellation policy and any applicable refunds owed to the guest. This ensures you receive the correct amount and helps us maintain compliance with our payment policies.

How Long Does Processing Take?

In most cases, payments from cancelled non-refundable bookings are processed within 72 hours. However, during peak travel seasons or periods of high booking volume, processing may take slightly longer. Once the accounting adjustment is complete, your payment will be released to your account.

Why Has My Payout Amount Changed?

It's common for your final payout to differ from the original booking amount. Here's why:

• The initial payout is calculated based on the total amount the guest paid at booking
• When a cancellation occurs, your payout is recalculated according to your selected cancellation policy
• Cleaning fees, service fees, and other extras are often refunded to the guest if they cancel before check-in, which reduces your final payout
• Any platform fees or applicable deductions are also factored into the final amount

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. When contacting support, have the following details ready:

• The booking reference number
• The guest's name
• The original booking amount
• The cancellation date
• Your property name

Key Points to Remember

• Accounting adjustments following cancellations are standard and necessary for accurate payments
• Processing typically completes within 72 hours under normal circumstances
• Peak seasons may result in longer processing times
• Your final payout reflects your cancellation policy terms and any guest refunds
• Contact our support team immediately if your payment remains pending beyond 72 hours

Need Additional Help?

If you have further questions about your payment status or need clarification on your cancellation policy, our support team is here to help. Visit our assistant portal at https://host.holidu.com/app/assistant to get in touch with an agent who can review your specific situation and provide personalized assistance.