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How to Submit an Incident Report

Details on how to submit an incident report and what to include

Important Information

Timelines

  • All incident reports must be submitted as soon as possible, and no later than 14 days after the check-out date for the booking in which the incident occurred
  • Our Resolutions Team will follow up on all reports within 3 business days 
  • Once all required evidence has been submitted, a settlement decision will be reached within 30 days 
    • Submitting all necessary evidence together in the initial report will allow for greater speed in incident handling and resolutions outcomes
  • Upon reception of bank details, settlements will be paid out within 3-5 business days 
    • Please note that if you have an outstanding invoice on your account, it can delay payouts

Terms & Conditions 

Please consult the relevant page for the Terms & Conditions applying to your chosen product

0-500 Protection T&Cs

STR Master Protection T&Cs

Using our legacy products? T&Cs can be found on the individual product pages

What's Included?

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 
Unauthorized pet damage Damage from authorized pets
Excessive cleaning costs  Acts of nature
Replacement of broken home accessories  Routine maintenance
Replacement of excessively soiled linens Non-guest damage

Notes: 

  • For carpets and flooring, Truvi will only pay the cost of replacing the damaged area, not the entire floor 
  • Cash settlements for lost or damaged items may include a deduction for wear & tear 
  • Pet damages are included only if the house rules clearly prohibit pets 
  • Cosmetic Damage means damage that does not impact the likelihood of a property receiving a booking, or adversely impact the functionality of the property’s fixtures and/or fittings, or its contents. 
  • If we make a cash settlement for lost or damaged items, we may make a deduction for wear and tear
  • We or our representative may require access to the property during the resolution process

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 damage report

What to do upon discovering damage(s)

  1. If necessary, conduct emergency repairs to limit further damage, loss, or injury
  2. Carry out a full check of the property and document any damages with videos and/or photographs
    1. These should include multiple angles, wide shots, and close-ups wherever possible 

  3. For malicious damage or theft – report the damage/loss to the police and obtain a crime reference number/report.

  4. Contact the guest to discuss the circumstances of the incident. Wherever possible, document or record all guest communications. 
  5. Ask the guest for a compensation payment towards the damage and if appropriate notify them of the potential retention of their deposit if applicable.
  6. Submit an Incident Report in your Truvi Resolutions Center as soon as possible, and no later than 14 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

  1. Timestamped before and after pictures
    Where possible, taking photographs throughout the property before the guest arrives will significantly expedite the resolutions process, allowing our team to evaluate the damage caused by the guest. Ensuring that these photos are time-stamped and include both wide shots and close-ups is also important. 
  2. Receipts
    Where possible, we request the original purchase receipt for the damaged item to ascertain costs. If the receipt is not available, please submit photos, bank statements, or links to similar items for sale online. 
  3. Repair costs 
    In the cases of repairs, we request 2 quotes from separate companies to ensure a fair price is being estimated. Please submit quotes on official company letterhead or email for our records and request an itemized cost breakdown (parts, labour, etc)

Guest Liability: If a guest provides a written admission of liability for any damage caused, please share it with us promptly. 

Review and Decision

All incidents will proceed in accordance with the following steps

  1. Qualify
    1. Assess whether the damage was caused by an approved guest during a booking and meets the criteria for Truvi's protection
  2. Quantify
    1. Determine the cost of the damage caused by the guest
    2. Review all submitted evidence to ensure we have everything we need to assess the costs 
    3. If the report is missing any evidence, our team will reach out and request it. Please try to submit all requested evidence promptly, as it will allow them to reach a settlement much more quickly
  3. Settle
    1. Finalise the agreed-upon amount for the reported incident Deduct any contributions due from related parties, including deposits, damage waivers, etcPayment will be made within 3-5 working days of receiving bank details
      1. Outstanding invoices for Truvi products can freeze or delay resolutions payouts.
  4. Recover 
    1. If relevant, our Resolutions Team will reach out directly to the guest to recover the costs of the damages