Can I Cancel a Booking Due to an Emergency?

Yes, if you need to cancel due to an emergency (force majeure), penalties can often be waived. Please provide the necessary documentation and inform Holidu as soon as possible. We're here to help guide you through the next steps.

What Qualifies as Force Majeure?

Force majeure refers to unforeseen events beyond human control that prevent a booking from taking place. These usually include:

Natural Disasters

• Earthquakes
• Flooding
• Hurricanes
• Wildfires
• Volcanic eruptions
• Pandemics

Other Uncontrollable Events

• War
• Government-imposed travel restrictions
• Strikes
• Riots
• Crime affecting the safety of the property

If your situation falls under force majeure, the cancellation penalty may be waived, upon providing supporting evidence.

What Is not Considered Force Majeure?

Any issue that results from negligence or avoidable circumstances does not qualify as force majeure as per the various booking channels' terms & conditions. These include:

Property-related issues:

• Broken water pipes
• No water supply
• No electricity (unless caused by a regional outage)
• Fire at the property (unless due to wildfire)
• Structural damage due to lack of maintenance

Business-related decisions:

• Selling the property while bookings are still active
• Changing property management companies

What Should I Do If I Need to Cancel Due to an Emergency (Force Majeure)?

If you must cancel due to an emergency:

1. Communicate with your guest – Offer an alternative, such as rescheduling the stay or agreeing to a partial or full refund.
2. Provide documentation – Submit evidence such as official reports, photos, or government notices confirming the situation.
3. Notify Holidu – Contact Holidu’s customer support as soon as possible to ensure compliance with Holidu’s policies and those of the booking channels or partner platforms where the reservation was made.

How Do I Cancel a Booking Due to a Personal Emergency That Is Not Considered Force Majeure?

Sometimes unexpected personal emergencies or property issues arise that don't qualify as force majeure. In these cases, it's important to know your responsibilities and how to handle the situation smoothly.

Who Is Responsible for Non-Force Majeure Cancellations?

If you need to cancel a reservation due to maintenance issues, structural failures, or business decisions, you, as the host, are responsible for:

• Refunding the guest in full—Holidu will handle the refund process, but you must contact us to initiate the cancellation.
• Covering relocation costs, if necessary—any additional expenses will be communicated and passed on to you.
• Providing proof of your attempt to resolve the issue—such as maintenance reports or repair invoices.

Examples of Non-Force Majeure Cancellations

• A broken water pipe causes flooding → Since this is a maintenance issue, Holidu will process the refund to the guest on your behalf. However, as the host, you are responsible for any applicable penalties and relocation costs. If the issue was caused by a third party (e.g., a construction company), you may seek compensation from them separately.
• A power outage affects an entire region → While the local municipality may be responsible for the outage, the guest’s immediate stay is affected. Holidu will issue the refund, but you, as the host, are still responsible for covering any applicable cancellation fees and potential relocation costs.

Note: Holidu manages the refund directly with the guest, but it’s essential that you inform us to process the cancellation.

What If I Need to Cancel Due to a Property Issue or Negligence?

If you find yourself needing to cancel due to a non-force majeure situation, here’s what you should do:

1. Document the Issue Clearly

• Collect photos, invoices, official reports, or any relevant documentation to explain why the booking cannot proceed.

2. Communicate with the Guest

• Be transparent—let the guest know about the issue and suggest new dates or an alternative property, if available.
• If a modification is not possible, explain that you’ll need to cancel and reassure them that Holidu will handle their refund.

3. Contact Holidu to Initiate the Cancellation

• Reach out to Holidu’s support team through your host account under More > Contact. Provide all necessary details and documentation to support your cancellation request.

4. Take Full Responsibility for Guest Refunds and Relocation

• Although Holidu will manage the refund, you are ultimately responsible for the guest's experience.
• In rare cases, the booking channel may waive penalties, but this is not guaranteed.