Hosts are encouraged to honour every confirmed booking. A cancellation fee waiver may apply only in documented exceptional situations, such as major disruptive events, serious personal emergencies, guest violations of house rules, or channel synchronisation errors causing double bookings. Each request is reviewed individually by our Customer Support Team.

Which situations qualify for cancellation fee waivers?

If your situation is covered below and you can provide supporting evidence, you may be eligible for a cancellation fee waiver. Our Customer Support Team reviews every request carefully before making a final decision. If the waiver is approved, we will support you through the process and, where possible, help your guest find alternative accommodation without charging you a cancellation fee.

Major disruptive events (force majeure)

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

• Natural disasters or extreme weather events that cause severe damage to your property.
• Mandatory government travel restrictions that affect your ability to host.
• Emergencies causing serious property damage or safety risks, such as water damage or fire.
• Military actions and other hostilities, such as invasions or explosions, in the location of your property.

Other valid reasons

Cancellation fees may also be waived if you experience:

• Serious personal emergencies or health issues that prevent you from hosting your guest.
• A guest violating or intending to violate house rules that are clearly stated in your listing details.
• Channel synchronisation errors that cause unintended double bookings, provided you report the issue as soon as possible and cooperate to resolve it.

These situations require clear proof and are reviewed individually. Our local teams know which documentation is typically accepted in your market and can guide you on what to send.

What is not covered by a cancellation fee waiver?

For circumstances not listed above, the booking remains subject to our Host Cancellation Policy. A cancellation fee waiver does not apply in cases such as:

• Common maintenance issues or routine repairs.
• Overbooking caused by 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 distribution.

To reduce the risk of cancellations and deliver a great hosting experience, see our guide on how to avoid host cancellations.

How do you request a cancellation fee waiver?

If you believe your cancellation qualifies under one of the exceptions above, submit a cancellation waiver request. Include clear supporting evidence with your request to help the review proceed smoothly.

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

What are the other consequences of a host cancellation?

Even if a cancellation fee is waived, other consequences under this policy still apply. These may include reduced visibility and ranking, loss of status badges, and weaker performance on booking channels in the future.

For this reason, we strongly encourage you to do everything you can to honour confirmed bookings and give your guests a reliable experience.