Damage protection

Damage protection, powered by Truvi, adds silent guest screening and up to $50,000 in damage protection for eligible stays booked on Haven.

Powered by Truvi

What it does

Damage protection combines two parts of the Truvi integration:

1. Guest screening that runs in the background during the booking flow
2. Damage protection for eligible stays, with protection up to $50,000

Guests do not go through a separate Truvi flow. Screening happens behind the scenes, so there is no extra guest friction at checkout.

How it works in Haven

1. You need an active Haven subscription (Starter, Growth, or Pro).
2. In your Host Dashboard settings, open the Damage Protection card.
3. Complete the guided setup once for your account.
4. Accept both the Truvi provider terms and Haven billing and platform terms.
5. Choose your default actions for flagged and rejected results.
6. Choose who pays for protection — you or the guest (see Pricing in Haven below).
7. Once enabled, the setup applies account-wide across your properties.

There is no separate Truvi billing account to manage. The protection fee is collected per booking at checkout — there is no separate monthly invoice.

What guest screening checks

Guest screening checks key booking details, including:

• Name
• Mobile number
• Email
• Previous damages found in Truvi records

Screening results

Every screening returns one of these results:

Result	What it means	What it means for protection
Approved	No major risk signals were found.	Eligible for full protection, up to $50,000.
Flagged	Truvi found warning signs, such as an unverified phone number, risky digital activity, or other red flags.	Protection may be lower if you accept the booking.
Rejected	The guest matched the Truvi watchlist or a serious risk signal.	No damage protection applies if you accept the booking.

In Haven, approved bookings follow the normal booking flow. Your saved defaults determine what happens for flagged and rejected results.

What is protected

For eligible stays, Truvi may protect against:

• Accidental or intentional guest damage
• Damage to rental contents
• Smoke damage in non-smoking properties
• Unauthorized parties
• Damage caused by service animals
• Excessive cleaning costs
• Replacement of broken or ruined home accessories
• New towels and linens needed to replace excessively soiled ones

What is not protected

Truvi does not protect against:

• Loss of income or business interruption
• Pet damage, excluding service animals
• Authorized parties approved by the host
• General wear and tear
• Acts of nature such as floods or earthquakes
• Cosmetic damage that does not affect functionality
• Credit card chargebacks (Screen & Protect does not cover them; for booking payment disputes Haven handles evidence separately — see Chargebacks & Disputes)
• Routine maintenance issues not caused by guests
• Personal injury liability
• Bed bugs or pest infestations without strong proof linking them to a specific guest

Pricing in Haven

Damage protection has a single charge: the nightly protection fee, collected per booking at checkout. Guest screenings are free. You choose who pays the nightly fee — the guest at checkout, or you via a deduction from your payout.

Where to choose who pays

Open Host Dashboard → Settings → Damage Protection. When protection is enabled, the Who pays for protection? section lets you switch between Host pays and Guest pays. This applies account-wide to new bookings (each booking snapshots your choice at booking time).

Screening (free)

• Guest screenings are free — there is no per-screening charge
• No billing for Truvi modify or cancel calls either

Protection nightly fee — two billing paths

Default rate: $8.00 per booked night, collected at checkout. It is fully refunded if the booking is cancelled before check-in.

Who pays	Guest checkout	Your payout
Guest pays (default)	Line item "Screen & Protect (Fully refundable on cancellation)" at $8.00/night	No deduction — Haven retains the fee from the guest's payment
Host pays	No Screen & Protect line item	$8.00/night deducted from your payout for the booking

Guest pays (default): Guests see "Screen & Protect (Fully refundable on cancellation)" on the booking summary and receipt at $8.00/night. That line is not taxed.

Host pays: Guests are not charged for protection. $8.00 per booked night is deducted from your payout for the booking.

Cancellations and the protection fee

• Cancelled before check-in — the full Screen & Protect fee is reversed (refunded to the guest in guest-pays mode, or returned to your payout in host-pays mode)
• Cancelled on or after check-in — Screen & Protect is not refundable

Cancellation policy percentages apply to the rest of the booking total, not to the Screen & Protect fee (which follows the rules above).

What is never charged

• Guest screenings (free)
• Truvi modify or cancel API calls
• The protection fee for stays cancelled before check-in

Reporting guest damage

If guest damage happens, open the incident flow from your host dashboard. Haven currently shows eligible screened reservations from the last 30 days after checkout on the incident page.

Before you continue to Truvi Resolutions, gather:

• Time-stamped photos or video
• Before-stay evidence when available
• Receipts, invoices, or replacement costs
• The booking's Verification ID

Truvi reviews the submitted incident and handles the final decision and payout timeline.

Important notes

• Truvi is the final authority on protection eligibility, exclusions, and incident outcomes.
• Flagged bookings may still be accepted, but protection may be lower.
• Rejected bookings can still be manually accepted in some Haven flows, but no damage protection applies if you do.

Security deposits vs. damage protection

Truvi damage protection is independent of Haven security deposits. The two work together:

• Security deposit — a refundable authorization hold on the guest's card, capped at the amount you configure. Best for small incidentals you want to recover instantly without an adjuster review.
• Truvi damage protection — insurance up to $50,000 for eligible stays, adjudicated by Truvi. Best for major damage that exceeds the deposit.

You can capture from the security deposit first and then file a Truvi claim for the remainder. Both UIs live on the reservation page with disambiguated CTAs. See Security deposits for the full workflow.

Related article

For common questions about billing, incident evidence, theft, pets, smoking, and home insurance, see the Damage protection FAQ.