Truvi Screen & Protect is an integrated guest screening and damage protection service that helps protect your rental property. This guide explains how it works, how to set it up, and how to file claims.
What is Screen & Protect?
Screen & Protect combines two key features:
- Guest Screening: Automatically screens guests when they request a booking to identify potential risks
- Damage Protection: Provides coverage for property damage caused by guests, up to your selected coverage amount
The service runs automatically in the background and is never visible to your guests.
How Guest Screening Works
When a guest requests a booking on a property with Screen & Protect enabled, Truvi automatically screens the guest's information:
- Name verification: Checks the guest's name against watchlists
- Email validation: Verifies the email is legitimate and deliverable
- Phone validation: Confirms the phone number is valid and reachable
Screening Results
Each screening returns one of three statuses:
| Status | What It Means | Coverage |
|---|
| Approved | Guest passed all checks | Full coverage up to $50,000 |
| Flagged | Some concerns detected (invalid email/phone) | Reduced coverage; review recommended |
| Rejected | Guest appears on watchlist | No coverage; accept at your own risk |
Coverage Details
Coverage Amounts
Coverage is fixed at $50,000 per booking.
What's Covered
Screen & Protect covers accidental damage caused by guests during their stay, including:
- Broken furniture or fixtures
- Stains or damage to flooring and walls
- Appliance damage
- Missing items (with documentation)
What's Not Covered
- Normal wear and tear
- Pre-existing damage
- Damage from natural disasters
- Intentional damage (fraud must be reported to authorities)
- Damage exceeding your coverage amount
Setting Up Screen & Protect
Step 1: Accept Terms
- Go to your Host Dashboard
- Expand the Truvi Add-on section
- Click Review terms and accept the Truvi terms of service
Set your default preferences for all new bookings:
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Enable on new bookings: Toggle whether screening runs automatically
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Coverage amount: Fixed at $50,000 for all bookings
-
Post-screening actions: Choose what happens after screening:
- Approved: Auto-confirm booking or notify you
- Flagged: Auto-confirm, notify you, or auto-reject
- Rejected: Notify you or auto-reject
Step 3: Enable Per Property
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Find the property in the Properties & coverage section
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Toggle Enabled to turn on Screen & Protect
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Coverage amount is fixed at $50,000 for all properties
-
Click Save selections
Post-Screening Actions
Configure what happens automatically after a guest is screened:
For Approved Guests
- Auto-confirm booking: Automatically confirm the booking without host action
- Notify host: Send you an email to review and manually confirm
For Flagged Guests
- Auto-confirm booking: Accept despite the flag (reduced coverage applies)
- Notify host: Review the flagged reason before deciding
- Auto-reject booking: Automatically decline the booking
For Rejected Guests
- Notify host: Review before deciding (no coverage if you accept)
- Auto-reject booking: Automatically decline the booking
Filing a Claim
If damage occurs during a guest's stay, you can file a claim through Truvi.
Before You File
Gather the following documentation:
- Photos/video of damage: Clear images showing the extent of damage
- Repair estimates or invoices: Quotes from contractors or receipts
- Verification ID: The booking's Truvi verification ID (found in booking details)
- Discovery date: When you found the damage
Claims Timeline
- File within 14 days of the guest's checkout date
- Truvi reviews your documentation (typically 3-5 business days)
- Approval and payout sent directly to you (5-10 business days after approval)
How to File
- Open the booking in your reservation list
- Click View or manage claim
- Follow the instructions to submit your claim with documentation
Pricing
Screen & Protect costs $30 per booking (per-stay pricing).
- The fee is charged only when screening is triggered
- Cancelled bookings before check-in are not charged
- There are no monthly fees or setup costs
Frequently Asked Questions
Does the guest see the screening?
No. Screen & Protect runs entirely in the background. Guests are never notified that they're being screened.
What if a guest is flagged?
A flagged result means the guest's email or phone couldn't be fully verified. You can still accept the booking, but coverage may be reduced. Review the flagged reason in the booking details before deciding.
Can I override screening results?
Yes. You can always manually approve or reject a booking regardless of the screening result. However, accepting a rejected guest means you won't have damage coverage.
What happens if I don't have Screen & Protect enabled?
Bookings on properties without Screen & Protect enabled proceed normally without screening or damage protection.
How do I know my coverage amount?
Your coverage amount is shown in:
- The booking details under Truvi Screen & Protect
- The Trust & Protection settings page
- The Truvi transaction history
Is there a deductible?
Coverage terms and any deductibles are determined by Truvi. Check with Truvi's support team for specific policy details.
Getting Help
For questions about Screen & Protect:
- Setup and configuration: Review this guide or contact Haven support
- Claims and coverage: Contact Truvi's Resolutions Team at resolutions@truvi.com
- Technical issues: Contact Haven support through the Help Center