Every Direct Premium reservation is covered with US$5M damage protection from Truvi. We offer instructions here, and you can also read more about the damage protection plan on their site. Hospitable's coverage uniquely has zero deductible and there is no minimum claim size.
⚠️ Damage protection is not a replacement for valid Home/Property and Liability insurance. You are still required to carry your own insurance.
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
Damage caused by a pet authorized on the reservation (exception: properties with strict no-pet policies may be eligible for coverage if proper documentation is provided when filing a claim)
Damage from a party that took place with the host’s consent
Interruption of business or a loss of income
Full list of exclusions are mentioned in Damage Protection FAQs
How does it work?
When guests are making a booking and go through Direct Premium's guest verification flow, they also accept the Direct Premium Terms of Service. Guests are responsible for the costs associated with any damages that they might cause during their stay, and Truvi ensures that they honor that responsibility.
If you report an incident, Truvi will take over, and contact the guest to recover damages. If the guest fails to cooperate or covers only part of the damages, the additional compensation comes from Truvi's underwriters. Hospitable will work with Truvi to get you compensated as quickly as possible.
Please report damages within 10 days from checkout. Truvi will not accept claims if it has been more than 10 days 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.
Ensure your evidence includes timestamped before/after images, detailed receipts for purchases or repairs, and copies of all communication with guests regarding damages.
Please submit an initial claim as soon as possible. You don't need to wait for all of the evidence to get your claim started; you can add additional supporting evidence later.
You must submit your initial claim within 10 days of checkout to remain eligible for compensation. Any additional supporting evidence can be submitted later as needed.
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.
Additionally, make sure all photographic evidence is timestamped, and save both the original purchase and replacement receipts for damaged items.
To file a damage claim, follow these steps:
Prepare the required information, such as the reservation ID, number of guests, incident description, damage classification (e.g., theft, deliberate damage), proof of guest communication, and confirmation of active insurance.
Document item-specific details, including the item name, nature of damage or loss, age, cost for replacement or repair, timestamped photos, and related receipts.
Submit your claim promptly to Hospitable's support team via the email [email protected]. Ensure all collected details and documentation are attached for smoother processing.
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
Classification of the type of damage:
Accidental damage
Malicious damage
Deliberate damage
Theft by a guest
Theft by unknown
Loss of keys
Have you contacted the guest in relation to the theft/damage? (Optional but may expedite resolution)
If yes, provide screenshots of all communication.
Has the guest contributed towards the cost of the damage?
If yes, state the amount.
Are you seeking compensation from another platform, guarantee, or insurance policy?
If yes, name the platform/policy and expected coverage amount.
Steps taken to prevent/minimize further loss?
Confirm active underlying insurance for the property and attach proof (e.g., insurance certificate scan or details).
For each damaged or missing item:
Item name
What happened to the item?
It’s damaged
It’s missing
It was stolen
It required unexpected cleaning
Other
Approximate age of the item in years
How much will it cost to replace or repair?
How did you arrive at this value?
Original receipt
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).
Note: OTA bookings (Airbnb, Booking.com, etc.), all damage claims must be addressed directly through those platforms' support systems.