Get clear and simple answers to our most commonly asked questions
Should I use Bookings or Verifications to see guest verifications?
For Hosts using a standard Truvi account or a Property Management System integration, please use Bookings to view your guest verifications.
Verifications is better suited to Hosts and Property Managers who integrate with our API.
Can I filter my bookings?
Currently, there is no way to filter your bookings. Bookings are only visible by check-in date.
The search booking tool is the only option available at this time.
Why do my booking check-in and checkout dates appear to be incorrect?
Check-in and check-out dates are automatically displayed in the format dd/mm/yyyy.
Currently, there is no option to update this preference to mm/dd/yyyy for US or Canadian clients.
How can I change my guest's information?
To update your guest's information such as name, email, phone, etc., please reach out to the Guest Services team via hello@superhog.com.
Please provide them with the information that you need updated, and they will assist with making any changes.
My guest extended their stay, will the booking dates update automatically?
Unfortunately, booking dates for extended stays will not automatically update in your dashboard.
Please contact the Guest Services team via hello@superhog.com, and they will document the extension within the guest's account.
The verification link for my guest is not working, what do I do?
If the verification link for your guest is not working or showing as invalid, please contact the Guest Services team as soon as possible via hello@superhog.com.
They will promptly issue a new one for you.
Do I still pay for cancelled bookings?
Our Screening Plus service set up to be paid on a per-listing per-month basis. If your guest cancels, you will not be charged.
However, if your account has extensive coverage with our Damage Protection or Sex Offender Check services, these are paid on a per-booking basis.
If your guest has completed the verification process and cancels, you will still be charged for those services.
We know that plans change, and expect a certain percentage of bookings to be cancelled by guests. We therefore factor this into our pricing model.
Can I report a guest?
If you have a problematic guest that you would like to report to us, please contact the Guest Services team via hello@superhog.com with supporting evidence.
Our team will then assess your request and decide if the guest should be flagged on our watchlist. This depends on the type and extent of damage they've caused, as well as whether they had been screened by us at the time of the damage.
Does Truvi protect against chargebacks?
We can't entirely prevent chargebacks from occurring, but we will always help you fight any chargeback case raised by a guest.
We possess all the relevant information and documentation from the guest, demonstrating that they signed our agreements and Terms & Conditions.
We can provide all this information to substantiate that the guest did indeed book with you.
If you need assistance with this, please contact the Guest Services via hello@superhog.com with the subject line Chargeback assistance request.
Can I use a guest’s email address for my own marketing purposes?
Following the completion of our verification services and in accordance with our data protection policy, we return guest data to you, and this includes guest email addresses.
The permitted uses of this data i.e. whether you are able to market to the guests, will be governed by your own data privacy notice or policy, and not ours.
Therefore, before commencing any marketing, we would advise that you review your own privacy policy and ensure the nature and purposes of processing the guest's data are made clear.
Why is the Guest Agreement governed in accordance with the laws of England and Wales?
In the extremely unlikely event that any dispute relating to this agreement ended up in court, it would be settled in an English court, as we are a UK-based company.
It's important to note that there has never been a dispute related to this agreement after hundreds of thousands of bookings.
What do I do if my guest refuses to complete their verification?
If your guest is refusing to complete the verification process, we would suggest first explaining that this is a requirement that is clearly stated in your listing and is part of your business procedure.
It is entirely your choice whether you want to host the guest or not.
However, if you choose to bypass the verification process, please keep in mind that Truvi will not cover this booking.
Can I request a guest's ID outside of Airbnb?
As long as you notify guests in your listing or house rules that you use Truvi ID Verification services, you may ask for identification after booking.
You can refer to Airbnb's Help Centre article here for further details.
Can I charge a deposit or damage waiver outside of Airbnb?
Yes, Truvi is an API-connected software.
You can find more information about security deposits on Airbnb's Help Centre article here.
Will cancelling a guest's booking affect my Airbnb Superhost status?
If you decide to cancel the booking in cases where the guest hasn't verified themselves, you can do it without being penalised by Airbnb.
You will be able to use the Not Approved status as proof. If the guest is Rejected, you could do the same and the Guest Report would serve as proof.
What happens if a guest who already verified in the past makes a new reservation?
An approved guest will be added to our database and will not need to complete the verification process again.
If your account requires a deposit or a damage waiver to be paid for a new booking, they will need to pay accordingly.
What is the One Step Link (OSL)?
OSL stands for One Step Link.
It is a unique link that you can include in your booking confirmation emails, directing your guests to complete their verification process efficiently.
How do I contact Truvi?
For inquiries related to your host account, please reach out to the Host Services team via our support form. This will allow us to resolve your queries/issues quickly and efficiently.
If you have questions regarding one of your guest verifications, our Guest Services team is available 24/7. Please contact them at hello@superhog.com, and someone will promptly assist you.
How do I add additional services to my account?
If you would like to add a service to your account or require more information, please contact the Host Services team via our support form.
How does Truvi store guest data?
Truvi uses Transparent Data Encryption (TDE) to safeguard guest data. TDE encrypts data at rest, protecting databases from potential malicious offline activities.
It ensures real-time encryption and decryption of the database, backups, and transaction log files without necessitating changes to the application.
TDE operates by encrypting and decrypting data at the page level during I/O operations. Each page is decrypted upon reading into memory and then encrypted before being written to disk.
The encryption of an entire database is achieved by TDE using a symmetric key known as the Database Encryption Key (DEK).
Upon database startup, the encrypted DEK is decrypted and utilized for the decryption and re-encryption of the database files.
What is the status column on the Listings page?
The status column shows whether a manually added listing is active or deactivated.For accounts with Property Management System integration, this column serves no purpose.
What text message reminders are guests sent?
Guests who have not completed their verification will receive reminders at various intervals.
These reminders are sent out at different times:
- 1, 3, 7, and 14 days after booking
- 7, 3, 1, and 0 days before check-in
Rest assured, our system does not send both sets of emails if they overlap.
What email reminders are guests sent?
Guests who have not completed their verification will receive reminders at various intervals.
These reminders are sent out at different times:
- 1, 3, 7, and 14 days after booking
- 7, 3, 1, and 0 days before check-in
Rest assured, our system does not send both sets of emails if they overlap.
