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 Essentials or Pro subscription.
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. Once enabled, the setup applies host-wide across your properties.

Haven bills Truvi usage on your regular Haven invoice. There is no separate Truvi billing account to manage.

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
• 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

Haven bills Truvi usage on your monthly subscription invoice:

• $0.50 per initial screening API call
• $7.00 per completed screened stay night after check-in
• No billing for modifications or cancellations

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.

Related article

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