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BookingsUpdated 6/6/2026
Damage protection FAQ
This FAQ uses Truvi's guidance and adds the Haven-specific details you need for setup, billing, and incident reporting.
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What exactly is checked in screening?
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.
Do guests see the screening?
No. Guest screening runs in the background during the booking flow. Guests do not go through a separate Truvi step or form.
If you choose Guest pays for protection, guests do see a checkout line item — "Screen & Protect (Fully refundable on cancellation)" at $8.00/night — but that is the protection fee, not the screening process itself.
Which Haven plans can use damage protection?
Damage protection is available on any active Haven subscription (Starter, Growth, or Pro). The protection fee is collected per booking at checkout — see "How is damage protection billed?" below.
Is setup per property or account-wide?
Setup is now account-wide. You complete the guided signup once from your host dashboard, and the enabled state applies across your properties.
Where do I manage damage protection settings?
Open the Damage Protection card in your Host Dashboard settings. That is where you can review setup status, choose who pays for protection, update your flagged and rejected defaults, and open the incident flow.
How is damage protection billed?
Guest screenings are free. The only charge is the nightly protection fee, collected per booking at checkout — either from the guest or from your payout, your choice.
Screening — free
- There is no per-screening charge
- Modify and cancel calls are not billed either
Protection nightly fee — host pays or guest pays
In Damage Protection → Who pays for protection?, choose:
Guest pays (default)
- Guests see "Screen & Protect (Fully refundable on cancellation)" at $8.00/night on the booking summary and receipt
- That line is not taxed
- Haven retains the fee from the guest's payment
Host pays
- Guests are not charged for protection at checkout
- $8.00 per booked night is deducted from your payout for the booking
Cancellations
- 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 refunded
You do not need a separate Truvi billing account. See the Damage protection overview for the full billing table.
What happens if something is damaged or stolen?
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.
What evidence do I need to submit during an incident report?
Please gather:
- Time-stamped images showing the damage
- Before-stay images when available
- Evidence of the cost, such as receipts, invoices, or a replacement link
- The age of the item when relevant
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.
Is theft by guests protected?
Yes, theft involving guests can be protected. Truvi may require a police report to validate the incident.
Do I need valid home insurance in addition to Truvi protection?
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.
If I use damage protection, will it increase the premium on my home insurance?
No. Truvi protection is separate from your home insurance, so using it does not directly change your home insurance premium.
Is damage caused by pets protected?
No, pet damage is not protected unless the damage was caused by a service animal.
Does protection apply to loss of income or chargebacks?
No. Truvi does not protect against:
- Loss of income
- Business interruption
- Loss of use
- Alternative accommodation costs
- Credit card chargebacks
For disputes on the main booking payment, Haven automatically submits booking evidence to the guest's bank and emails you — see Chargebacks & Disputes. Truvi can sometimes provide guest documentation that helps in other edge cases, but it does not replace Haven's booking dispute response and does not cover chargeback losses.
How can I minimize the cost of guest damage?
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.
How do I prove a guest smoked in my property?
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.
Am I protected if a guest injures themselves while staying at my property?
No. Damage 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.
What happens when a guest is flagged or rejected?
When a booking is flagged, you can configure Haven to:
- Auto-confirm the booking
- Notify you
- Auto-reject the booking
When a booking is rejected, you can configure Haven to:
- Notify you
- Auto-reject the booking
Flagged bookings may qualify for lower protection if you accept them. Rejected bookings do not qualify for damage protection if you accept them.
What if damage protection is not enabled on my account?
Bookings continue through the normal Haven flow without guest screening or damage protection.
Where should I start if I am new to the feature?
Start with the Damage protection overview. It explains how the integration works in Haven, what is and is not protected, and how billing and incident reporting work.