Handling Guest Damages with Truvi Resolutions
When things go wrong during a booking, we're here to help you get compensated for legitimate guest damage. Here's everything you need to know.
Quick Overview
Submit your incident report within 30 days of guest checkout.
We'll review it within 3 business days, make a decision within 30 days of receiving all evidence, and pay settlements within 3-5 business days of receiving your bank details.
The faster you submit complete evidence, the faster we can resolve your claim.
On this page
What's Protected, What's Not
| Included | Not Included |
| Accidental or intentional guest damages | Loss of income |
| Damage to rental contents | General wear & tear or cosmetic damage |
| Smoke damage in non-smoking properties | Liability claims |
| Unauthorized parties | Damage from authorized parties (if approved by the host, damages fall under the host’s responsibility) |
| Excessive cleaning costs | Acts of nature |
| Replacement of broken or ruined home accessories | Routine maintenance |
| New towels and linens to replace excessively soiled ones | Non-guest damage |
| Credit card chargebacks | |
| Any pet damage, excluding service animals |
Important Notes:
- Flooring: We pay for the damaged area only, not the entire floor
- Settlements may include deductions for wear and tear
- Cosmetic damage = damage that doesn't impact bookability or functionality
- We may need access to your property during the resolution process
Read how we evaluate claims and calculate settlements
Important: We highly recommend requiring that your guests review and accept house rules before they arrive for their booking. In the case of unauthorized smoking, pets, or parties, proof that these were prohibited in the house rules - and that guests viewed and agreed to them - is crucial for your claims report
What To Do When You Discover Damage
- If necessary, conduct emergency repairs to limit further damage, loss, or injury
- Carry out a full check of the property and document any damages with videos and/or photographs
- These should include multiple angles, wide shots, and close-ups wherever possible
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For malicious damage or theft – report the damage/loss to the police and obtain a crime reference number/report.
- Contact the guest to discuss the circumstances of the incident. Wherever possible, document or record all guest communications.
- Ask the guest for a compensation payment towards the damage and if appropriate notify them of the potential retention of their deposit if applicable.
- Submit an Incident Report in your Truvi Resolutions Center as soon as possible, and no later than 30 days after the check-out date
Do NOT:
- Carry out non-emergency repairs before discussing the incident with our team
- Dispose of any damaged items
- Admit or allow the admittance of any liability or offer a settlement/make any deal or offer.
Evidence Requirements
The better your evidence, the faster we can pay you.
Photos
- Before photos (timestamped, if possible) showing the property's condition pre-arrival
- After photos showing damage from multiple angles
- Both wide shots and close-ups
Pro tip: Take timestamped photos of your entire property before every guest arrival. This single habit dramatically speeds up the resolution process.
Receipts
- Original purchase receipts for damaged items
- If unavailable: photos, bank statements, or links to similar items online
Repair quotes
- Two quotes from separate companies on official letterhead
- Itemized breakdown (parts, labour, etc.)
Guest communication
- Any written admission of liability from the guest
Step-by-step guide: How to submit a claim
Guest Liability: If a guest provides a written admission of liability for any damage caused, please share it with us promptly.
Review and Decision
Once you submit your report:
- Review (within 3 business days)
- We'll confirm your damage is covered and review your evidence
- Evidence request (if needed)
- If anything's missing, we'll reply within claim in the resolution centre
- Settlement decision (within 30 days)
- We'll calculate the payout and notify you
- Payment (3-5 business days)
- Once we have your bank details, we'll send the funds
Terms & Conditions
Your protection terms depend on which product you're using:
- 0-500 Protection T&Cs (Only for protection from 0-500)
- STR Protection T&Cs (For all other protection options)