I have an emergency and can’t host a booking, what can I do?

We are sorry there’s an emergency that forces you to change plans. 
We will navigate you through the next steps on how to cancel the reservation.

We require booking cancellations in written form.
You can request for a booking to be cancelled by sending an email to our customer service via host@holidu.com.

After we receive your email, we take care of your request as soon as possible. We are prioritizing incoming cancellations by check-in date of the booking.

Please keep in mind that a cancellation should always be the last resort. All channels charge a penalty for cancellations that are not due to force majeure.
This penalty will help cover the costs of relocation to ensure your guests can enjoy the holidays they booked.

Please include the following aspects in the email to request a cancellation:

1. Include the booking ID of the booking you want to cancel. You can find it in your booking confirmation.
   
2. Please describe the reason for your cancellation in a few sentences.
   
3. If you have to cancel due to a force majeure event, please add proper documentation of the force majeure, i. e. clear pictures, original invoices or receipts, web links, etc. The documents should be submitted as soon as possible to meet the deadlines of the portal. This documentation is mandatory to verify that there was such a force majeure event.
   If your emergency is no force majeure event or if you can’t provide us with documentation, please note that you may incur the usual cancellation charges or penalties of the booking portals.
4.  Please mention in your email if you have an alternative property in mind. Finding alternative accommodations with the same characteristics and in the same location can be hard, so we would very much appreciate your help.
5.  Please include whether you have already communicated with your guest or not.