Understanding Host Cancellation Exceptions and Valid Reasons

We encourage you to honor every confirmed reservation to ensure a positive and reliable guest experience while protecting your reputation and that of your properties. However, we understand that exceptional situations can arise. In such cases, you may be eligible for a cancellation fee waiver when you provide supporting evidence that will be carefully reviewed by our Customer Support Team.

Situations That Qualify for Cancellation Fee Waivers

Major Disruptive Events (Force Majeure)

Force majeure events are documented extraordinary circumstances beyond your control. These situations may entitle you to a cancellation fee waiver:

• 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, such as water damage or fire
• Military actions and other hostilities, including invasions or explosions in a given location

Other Valid Reasons for Waivers

Cancellation fees may also be waived in the following circumstances:

• 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

All situations above require clear proof and are individually reviewed by our Customer Support Team before a final decision is made.

What Is Not Covered Under Cancellation Fee Waivers

For any circumstances not listed above, the reservation remains subject to our Host Cancellation Policy. The following examples are situations where a cancellation fee waiver would not 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

How to Request a Cancellation Fee Waiver

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

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 through your host account as well.

Other Consequences Beyond Cancellation Fees

Please keep in mind that even if a cancellation fee is waived, other negative consequences will still apply. These include:

• Reduced visibility and ranking of your listings
• Loss of status badges
• 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.

Tips for Minimizing Cancellations

To help you maintain a strong hosting reputation and avoid cancellations altogether, we recommend reviewing our guide on how to avoid host cancellations. This resource provides practical strategies to ensure smooth bookings and positive guest experiences.