If a guest causes damage during a Direct booking, you can submit a damage claim for eligible reservations.
Damage claims and protection are only available for Direct Premium bookings.
This article explains how to report damage and what to prepare for a successful claim.
When You Can Report Damage
Damage must be reported:
After the guest checks out
As soon as possible after the incident
Within 30 days of checkout
Claims submitted more than 30 days after checkout will not be accepted.
How to Report a Damage Claim
For Direct Premium bookings:
Go to the reservation in your Inbox
Click Submit damage claim
Follow the prompts to submit your report
Reservation view in Inbox with Submit damage claim button visible
Damage claims can only be submitted for Direct Premium bookings.
When to Use a Damage Claim vs Security Deposit
Use a security deposit for:
Minor damages
Cleaning issues
Quick resolutions with the guest
Use a damage claim (Direct Premium only) for:
Significant damage
Theft or missing items
Situations requiring formal review
Also: Security Deposits for Direct Bookings
Damage Protection Coverage
Damage protection is included with Direct Premium bookings only.
This coverage:
Applies to bookings made through your Direct site or custom quotes
Covers guest-caused damage during the stay
Is handled through Truvi
Direct Basic, Direct Lite, and OTA bookings (Airbnb, Vrbo, etc.) are not covered.
What to Prepare for a Claim
To ensure a faster review, prepare the following:
Booking details
Reservation ID
Number of guests
Description of the incident
Damage details
Type of damage (accidental, malicious, theft, etc.)
What was damaged, lost, or stolen
Estimated cost of repair or replacement
Supporting evidence
Photos of the damage (before and after, if available)
Receipts or repair estimates
Guest communication related to the incident
Evidence Requirements
Your claim should clearly show:
That the damage occurred during the stay
The condition before and after the booking
The value of the damaged items
As outlined in the reporting guidelines:
Photos should clearly show the damage
Receipts or proof of cost should be included
Police reports are required for theft claims
Incomplete or unclear evidence may affect the outcome of your claim.
What You’ll Need to Submit
To ensure your claim is reviewed quickly, include:
Before and after photos (timestamps recommended)
Clear evidence of the damage
Receipts or proof of repair or replacement
Age of damaged items (receipts recommended)
Police report (required for theft claims)
Guest communication related to the incident
Missing information won’t block submission, but may affect the final decision.
What’s Covered by Damage Protection
Direct Premium damage protection may cover:
Accidental or intentional guest damage
Damage to property contents
Smoke damage in non-smoking properties
Unauthorized parties
Damage caused by service animals
Excessive cleaning costs
Replacement of damaged home items
Replacement of heavily soiled linens and towels
What’s Not Covered
Not all damage or loss is eligible for compensation.
Damage protection does not cover:
Loss of income
Pet damage (excluding service animals)
Authorized parties
General wear and tear
Acts of nature
Cosmetic damage that does not affect functionality
Credit card chargebacks
Routine maintenance issues not caused by guests
Liability claims
How Claims Are Evaluated
Claims are reviewed based on:
The evidence submitted
Protection terms and eligibility
The condition and age of damaged items
Additional considerations:
Depreciation may affect payout amounts
Incomplete evidence may reduce or invalidate claims
Strong documentation improves the likelihood of approval and full compensation.
What Happens After You Submit a Claim
After submitting your claim:
The report is reviewed
Truvi may handle the claim process
You may be asked for additional information
If approved:
Compensation may be recovered from the guest or covered by protection
Important Limitations
Damage protection does not replace your own insurance.
Only Direct Premium bookings are eligible
Claims must be submitted within 30 days
OTA bookings are not covered
General wear and tear is not eligible
Important Things to Know
Damage claims are only available for Direct Premium bookings
Claims are submitted through the Inbox
Evidence is required for all claims
Claims must be submitted within 30 days of checkout
Coverage is provided through Truvi