If an unexpected event such as illness, a natural disaster, or a government travel restriction forces you to cancel, start by checking your cancellation policy and your travel insurance. Then contact your booking platform's support team with supporting documents. Some platforms may offer a refund or a reduced cancellation penalty in these situations, and each case is reviewed individually.

What counts as an unexpected event?

An unexpected event is a circumstance outside your control that makes travel impossible or unsafe. Platforms often refer to these situations as force majeure. Examples include natural disasters, public health emergencies, government-imposed travel restrictions, serious illness, death in the family, and accidents. Each platform has its own rules about which events qualify for a refund, so check the terms that apply to your booking.

What should I do if I need to cancel?

• Check your cancellation policy in your booking confirmation or in your platform account to understand the applicable terms.
• Review your travel insurance before you request a refund or reduced cancellation penalty from the booking platform.
• If you do not have travel insurance, check whether your situation qualifies for special consideration under the platform's policies.
• Contact the platform's support team if you believe your situation qualifies for a refund under special circumstances.
• Gather and send any necessary documentation, such as proof of travel disruption, government restrictions, or medical or other relevant records.

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.

If you do not have travel insurance

If you do not have travel insurance, the platform may still 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 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.

What documentation do I need to provide?

Supporting documents help the review team assess your request quickly. Depending on your situation, you may be asked to provide proof of travel disruption, official government notices, a medical certificate, a death certificate, or a police or accident report. Send clear copies that show your name, the booking dates, and the reason for cancellation.

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 apply to force majeure cases, and each request is reviewed individually. Approval depends on the event, your booking terms, and the documents you provide.

Who should I contact first?

Contact your booking platform's customer support team first. If you have questions about the process, you can also reach out to Holidu's team for guidance.

Should I cancel before I submit my request?

Check your cancellation policy before you cancel. Some bookings may have deadlines or penalties that apply once you cancel, so review the terms first and then request help from the platform if needed.

We know that cancelling a trip can be frustrating, and we are here to help. If you have any questions, do not hesitate to contact your booking platform's customer support or Holidu's team for guidance.