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:

Guest screening that runs in the background during the booking flow
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

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

There is no separate Truvi billing account to manage. Truvi usage appears on your Haven billing panel and is billed monthly on its own cycle, even when your base plan is annual.

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

Damage protection has two billable components: screening (every new booking that runs Truvi) and completed stay nights (protection for nights that actually happened). You choose who pays for the nightly portion; screening is always on your Haven invoice.

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 (always on your Haven invoice)

$0.50 per initial screening API call
Billed on your monthly Truvi usage invoice (shown in Billing & Subscription)
No billing for Truvi modify or cancel calls

Completed stay nights — two billing paths

Default rate: $7.00 per booked night on screened, confirmed stays that were not cancelled.

Who pays	Guest checkout	Your Haven invoice	When nightly usage is counted
Host pays (default)	No Screen & Protect line item	$7.00/night on your monthly Truvi usage invoice	After checkout date passes, booking confirmed, stay not cancelled
Guest pays	Line item "Screen & Protect (Fully refundable on cancellation)" at $7.00/night	Screening only ($0.50 each) on your monthly Truvi invoice — nightly fee is not double-billed	Guest pays at checkout; Haven skips host meter billing for those nights

Host pays: Guests are not charged for protection. Haven adds $7.00 per booked night to your monthly Truvi usage invoice after each completed screened stay.

Guest pays: Guests see "Screen & Protect (Fully refundable on cancellation)" on the booking summary and receipt at $7.00/night. That line is not taxed. You still pay $0.50 per screening on your Haven invoice. Haven does not also bill you $7.00/night on your invoice for stays where the guest already paid at checkout.

Cancellations and guest-paid protection

When guests pay for protection at checkout:

Cancelled before check-in — the full Screen & Protect amount is refunded to the guest
Cancelled on or after check-in — Screen & Protect is not refundable

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

What is never billed

Truvi modify or cancel API calls
Cancelled stays (no completed-stay night charges)
Double billing — guest-paid nightly fees are not also metered to your Haven invoice

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.

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