This FAQ uses Truvi's Screen & Protect guidance and adds the Haven-specific details you need for setup, billing, and incident reporting.
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Truvi checks the guest's name, mobile number, email, and any previous damages found in Truvi records. The goal is to help identify fraud and major risk signals without adding friction for guests.
No. Haven Protection runs in the background during the booking flow. Guests do not go through a separate Truvi step.
Haven Protection is only available on active Essentials and Pro subscriptions.
Setup is now account-wide. You complete the guided signup once from your host dashboard, and the enabled state applies across your properties.
Open the Screen & Protect card in your Host Dashboard settings. That is where you can review setup status, update your flagged and rejected defaults, and open the incident flow.
Truvi usage is billed on your normal Haven subscription invoice:
Modifications and cancellations are not billed, and you do not need a separate Truvi billing account.
Open the incident flow in Haven, select the reservation, confirm the Verification ID, and continue to Truvi Resolutions. Truvi reviews the incident, requests any missing details, and handles the final payout decision.
Please gather:
Haven currently surfaces eligible reservations from the last 30 days after checkout on the incident page. Submit evidence as soon as possible so Truvi can review the incident without delay.
Yes, theft involving guests can be protected. Truvi may require a police report to validate the incident.
Possibly. If there is limited proof tying the damage directly to the guest, home insurance can provide another path for establishing cause and loss. Truvi may still review the incident separately based on its own terms.
No. Truvi protection is separate from your home insurance, so using it does not directly change your home insurance premium.
No, pet damage is not protected unless the damage was caused by a service animal.
No. Truvi does not protect against:
Truvi can sometimes provide guest documentation that helps you respond to a chargeback.
If there is a party, noise complaint, or another active issue, act quickly. Ending the stay or stopping the behavior early can prevent additional damage. For longer stays, regular cleanings can also help document and limit smoking or cleanliness issues.
Use visual proof such as ash, odor-related cleanup documentation, a cleaning-team report, and an invoice for services such as ozone treatment. The stronger the evidence, the easier the incident review will be.
No. Haven Protection is for property damage, not personal injury liability. That kind of event usually falls under your home insurance or liability coverage, if you have it.
When a booking is flagged, you can configure Haven to:
When a booking is rejected, you can configure Haven to:
Flagged bookings may qualify for lower protection if you accept them. Rejected bookings do not qualify for damage protection if you accept them.
Bookings continue through the normal Haven flow without Truvi screening or damage protection.
Start with the Haven Protection overview. It explains how the integration works in Haven, what is and is not protected, and how billing and incident reporting work.