What proof is required for Host Cancellation requests?

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, submitting the appropriate proof is necessary for us to properly review your cancellation request.

Below you will find the types of proof required depending on your situation, along with important considerations.

Types of proofs

Personal emergency or Health issue

Medical certificate
Doctor’s note
Hospital discharge papers
Official documentation confirming the illness or emergency

Property affected by a Natural disaster or Severe weather event

Photos of the property damage.
News reports, official weather alerts, or civil authority statements (e.g., evacuation orders).
Insurance claim or service provider reports (optional but recommended).

Concerns about Guest behavior or intentions

Screenshots of guest behavior or messages raising valid concerns.
References to house rules being violated, if applicable.

Technical or Configuration issues

Screenshots of technical issues (e.g., calendar sync errors, double bookings).
Confirmation from Holidu Support or your Account Manager (if applicable).
Documentation of account transitions if applicable (e.g., emails regarding merges or transfers).

Important considerations

We are committed to reviewing your cancellation request as quickly and fairly as possible

Providing complete and clear documentation helps us support you faster and avoid unnecessary back-and-forth communication.

To ensure a smooth process:

Make sure your documentation is clear, complete, and dated.
Ensure your proof clearly links to the affected booking or property.
Remember that personal statements without official documentation cannot be accepted.
Concerns must be backed by communication or verifiable evidence, not assumptions.
For technical issues, it’s important to distinguish system errors from manual setup mistakes.

By submitting complete information upfront, you help us resolve your request more quickly and avoid delays.

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 guidance on how to minimize cancellations and uphold a great hosting experience, please refer to this article.

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