What are the exceptions and valid reasons for host cancellations?

We encourage you to honor every confirmed reservation - not just to ensure a positive, and reliable Guest experience but to protect your reputation and that of your properties.

However, we understand that exceptional situations can arise, and in such cases, you may be eligible for a cancellation fee waiver. When this happens, you will be asked to provide supporting evidence, which will be carefully reviewed by our Customer Support Team before we make a final decision.

If your request for a cancellation fee waiver is deemed valid, we will support you throughout the process, assisting your Guest in finding an alternative accommodation when possible, without charging you a cancellation fee.

Situations that qualify for cancellation fee waivers

Major disruptive events (“Force Majeure”)

These include documented extraordinary circumstances beyond your control, such as:

• Natural disasters or extreme weather events causing severe damage to your property.
• Mandatory government travel restrictions impacting your ability to host.
• Emergencies causing serious property damage or safety risks (e.g., water damage, fire).
• Military actions and other hostilities (e.g., invasions, explosions) in a given location. 

Other valid reasons

Moreover, cancellation fees may be waived if you experience:

• Serious personal emergencies or health issues that prevent you from accommodating your Guest.
• A Guest violating or intending to violate house rules clearly stated in your listing details.
• Booking Platform (or Channel) synchronization errors causing unintended double bookings, provided you notify us as soon as possible, and cooperate to resolve the issue.

The situations above require clear proof and are carefully reviewed individually by our Customer Support Team, before we make a final decision.

What is not covered

For any circumstances not listed above, the reservation will still be subject to our Host Cancellation Policy. Here are some examples where a cancellation fee waiver wouldn’t apply:

• Common maintenance issues or routine repairs.
• Overbooking due to calendar mismanagement or oversight.
• Personal scheduling conflicts or travel plans.
• Pricing mistakes or availability errors caused by your oversight.
• Selling your property, deciding to stop hosting, or no longer using Holidu for your distribution management.

For guidance on how to minimize cancellations and deliver a great hosting experience, we recommend checking out this page 

How to request a waiver

If you believe your cancellation request qualifies under one of the exceptions described above, you should submit a cancellation waiver request.

If you are still unsure whether your situation qualifies for a waiver, or your request does not meet the criteria, but you still wish to proceed, you can submit a cancellation request here.

Other consequences beyond cancellation fees

Please keep in mind that even if a cancellation fee is waived, other negative consequences under this policy will still apply - such as reduced visibility and ranking, loss of status badges, and compromised future performance on booking platforms.

For this reason, you are strongly encouraged to do everything within your means to honor confirmed bookings and provide guests with a reliable experience.