Partner Guide: Screen & Protect API – What's Protected?
Accidents happen - and when they do, Truvi is here to help protect your property and simplify the resolution process.
Our protection is designed to help hosts address guest-caused damage, not general maintenance or typical liability situations. Below is a clear breakdown of what's commonly considered and what's not, so there are no surprises when your customers submit an incident.
|
✅ PROTECTED |
❌ NOT PROTECTED |
|---|---|
| Accidental or intentional guest damage | Loss of income |
| Damage to rental contents | Any pet damage, excluding service animals |
| Smoke damage in non-smoking properties | Authorized parties |
| Unauthorized parties resulting in damage |
General wear & tear |
| Damage caused by service animals | Acts of nature |
| Excessive cleaning costs required due to guest behavior | Cosmetic damage not affecting functionality |
| Replacement of broken or ruined home accessories | Credit card chargebacks |
| New towels and linens to replace excessively soiled one | Routine maintenance issues not caused by guests |
| Liability claims |
Important note: Every submission is individually assessed on a case-by-case basis, at Truvi's discretion, based on the evidence available. Where a request is approved, reimbursements are based on the item's current value at the time of damage. Normal depreciation is applied to reflect age and condition, no upgrades to better models.
🛠️ Maintenance vs. Cleaning: What's the Difference?
Understanding this distinction helps your customers submit stronger incidents and get faster resolutions.
Cleaning (Typically protected when excessive)
- Deep cleaning required due to guest behavior
- Smoke remediation, including professional ozone treatments (with proof)
- Cleaning beyond standard turnover expectations
Maintenance (Not typically protected)
- Normal upkeep or repairs due to age or wear
- Appliance failure not linked to guest actions
- Plumbing, electrical, or mechanical issues unrelated to guest damage
💡 Example: If a guest breaks a sink fixture, that repair is typically protected. But if the fixture failed due to age, that's routine maintenance and typically isn't protected.
Why This Matters
Truvi protection is built to:
- Help protect hosts from unexpected guest damage
- Reduce guest disputes and deposit friction
- Provide fast, evidence based resolutions
By focusing on guest caused incidents, we keep protection fair, scalable, and reliable for everyone.
📖 More resources:
➡️ Partner Guide: How the Screen & Protect API Resolution Process Works
➡️ Partner Guide: Screen & Protect API Incident Submission Requirements & Customer Copy