Every Direct Premium reservation is covered with US$5M damage protection from Superhog. We offer instructions here, and you can also read more about the damage protection plan on their site.
What's included in damage protection?
Accidental and malicious damage
Damage due to theft
Damage to belongings/contents
Damage to common/shared areas
What’s not covered?
General wear and tear/cosmetic damage
Damage not caused directly by a guest
Bodily injury suffered by a guest or host
How does it work?
When guests are making a booking and go through Direct Premium's guest verification flow, they must accept Superhog's terms and conditions. Guests are responsible for the costs associated with any damages that they might cause during their stay, and Superhog ensures that they honor that responsibility.
If you report an incident, Superhog will take over, and contact the guest to recover any damages up to US$500. For incidents with damages in excess of $500, the additional compensation comes from Superhog's underwriters. Each claim carries a $70 deductible that is deducted from the compensation. Hospitable will work with Superhog to get you compensated as quickly as possible.
Please report damages as soon as possible. Superhog will not accept claims if it has been more than two weeks from the checkout date.
Reporting an incident
When reporting an incident, the goal is to establish that damage happened, the cost of each damaged item, and support your claim with as much evidence as possible. An agent will review your evidence and make a determination whether compensation is justified.
Save receipts for everything. Did you have to pay for excess cleaning due to the booking? Have an invoice ready. Take regular "before" images of your property so it's easier to establish the damage claim.
If you have an incident that resulted in damages during a reservations and would like to file a claim, you should send the following information to Hospitable's Support team [email protected].
The reservation ID
You can find the reservation ID in the Inbox or Calendar by clicking on the red Details button. For Direct, the ID starts with "HOST-" followed by 6 digits.
The number of guests
A description of what happened
Classify the type of damage
Theft by a guest
Theft by unknown
Loss of keys
Have you contacted the guest in relation to the theft/damage?
If yes, please provide screenshots of all communication
Has the guest contributed to the cost of loss?
If yes, how much?
Are you seeking compensation from any other platform, guarantee or insurance policy?
If yes, from whom and for how much?
Have steps been taken to prevent/minimize further loss?
Confirm you have active underlying insurance on the property?
Please provide a scanned copy of your home and/or contents insurance certificate
For each damaged or missing item:
What happened to the item?
It was stolen
It required unexpected cleaning
Approximate age of the item in years
How much will it cost to replace or repair?
How did you arrive at this value?
Already paid to repair or replace
Received an estimate
Found same item online
My best estimate
Please provide photos of the damage and any receipts
Provide before pictures if possible, of what the item looked like before the damage
Provide the original images as well as the image showing a timestamp. If you take the images on your phone, you should be able to see the timestamp from your photo app. For iPhone users, just open the photo gallery and swipe up on the image (example below).