If an unexpected event such as an illness, a natural disaster, or a government travel restriction stops you from taking your trip, start by checking your cancellation policy and your travel insurance. Then contact your booking platform's support team with supporting documents to ask for a refund or a reduced cancellation penalty. Each case is reviewed individually.

What Counts as an Unexpected Event?

An unexpected event is a situation outside your control that makes it impossible or unsafe to travel. These situations are often called force majeure. Examples include natural disasters, public health emergencies, war or travel warnings, government-imposed travel restrictions, serious illness, death in your family, and accidents. Some platforms also have special policies for significant changes in personal circumstances, such as job loss or divorce.

What Should I Do If I Need to Cancel Due to an Unexpected Event?

Step 1: Check Your Cancellation Policy

Your booking confirmation and your platform account show the cancellation terms that apply to your reservation. Read them first so you know your options, any deadlines, and the penalty you could face if your request is not approved as a special case.

Step 2: Check Your Travel Insurance

Before requesting a refund or reduced cancellation penalty, review your travel or cancellation insurance policy. If your unexpected event qualifies under your insurance coverage, your insurance may cover the full cancellation costs or a significant portion of them.

Step 3: Know Which Reasons May Qualify Without Insurance

If you do not have travel insurance, we consider certain forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These include:

• The booking was made within the last 12 hours, or there are duplicate bookings for the same property.
• Situations involving illness, death, or accidents.
• Immediate cancellation requests after a booking due to a guest error.
• A travel warning related to pandemics, war, natural disasters, or similar events.
• Significant changes in personal circumstances, such as job loss or divorce.

Step 4: Contact Your Booking Platform's Support Team

If you believe your situation qualifies for a refund under special circumstances, contact your booking platform's support team. Explain what happened, when it happened, and which booking it affects. Clear details help the team review your request faster.

Step 5: Provide Supporting Documentation

Requests for special cancellation terms are reviewed case by case, and you may be asked to provide proof. Documents that can support your request include:

• Proof of the travel disruption, such as a cancelled flight or train notice.
• Government notices or official travel restrictions that apply to your destination.
• Medical certificates or hospital records for illness or accidents.
• A death certificate or other official records for bereavement.
• Any other relevant information that shows why you cannot travel.

Frequently Asked Questions

Will I always get a refund if I cancel due to an unexpected event?

No. Refunds are not guaranteed. Special policies may allow a refund in some cases, but every request is reviewed individually. Your insurance coverage and the reason for your cancellation both affect the outcome.

Can I cancel for free if I booked just a few hours ago?

Yes, in many cases. If your booking was made within the last 12 hours, it may qualify for a free or reduced cancellation penalty. Contact your booking platform's support team as soon as possible to confirm.

Do I need to contact the property owner directly?

Start with your booking platform's support team. They manage the request and can explain whether your situation qualifies for a free or reduced cancellation penalty.

We know that cancelling a trip can be frustrating, but we are here to help. If you have questions about your situation, contact your booking platform's customer support team for guidance. You can also explore more guest help topics at the Holidu Help Center.