How to Submit a Damage Claim with Holidu Protect

If damage occurs at your property during a guest's stay, Holidu Protect (powered by Truvi) provides a simple claims process to help you recover costs. This guide walks you through the entire process step by step.

What to Do When You Discover Damage

As soon as you notice damage after a guest's departure, follow these steps to protect your claim:

1. Check the entire property and document all visible damage
2. Take clear photos within 72 hours:
   • One or more wide-angle shots of the affected room
   • Close-ups of the damaged item or items
   • Timestamped images are highly recommended
3. Do not throw away or repair damaged items unless urgent (such as stopping a water leak)
4. Do not admit liability or settle anything with the guest directly
5. If damage was malicious or theft occurred, report it to the police and obtain a police report number

How to Submit Your Claim

You must submit your claim within 14 days of guest check-out, ideally within 24 hours of discovering the damage.

Before You Begin, Gather These Documents:

• Guest's full name
• Photos of the damage (preferably with timestamps)
• Receipts or quotes for repairs or replacements
• Proof of item ownership if applicable (receipt, photo, or bank statement)

Step-by-Step Submission Process:

1. Review what damages are covered by Holidu Protect (powered by Truvi)
2. Go to your booking overview page in your Holidu account
3. Select the affected booking and open the detail page
4. Click the button to start your claim
5. You will be forwarded to Truvi's platform
6. Complete and submit the claim form on the Truvi page

Claim Resolution Timeline

Once your complete claim is submitted, here's what to expect:

• Initial feedback: Within 2 business days
• Up to €250 in damage: 3 business days
• €251–€1,000 in damage: 4 business days
• €1,001–€5,000 in damage: 6 business days
• Over €5,000 in damage: May take longer with regular updates

Tips for a Successful Claim

• Keep "before and after" photos of your property, especially during the cleaning process
• Ensure photos are clear, timestamped, and show full context where possible
• Submit detailed invoices or quotes broken down by item and cost
• For pet damage: coverage only applies if the guest brought an unauthorized pet to a non-pet-friendly property

Frequently Asked Questions

What happens if my claim is rejected?

You will receive a detailed explanation from Truvi. Some damages may not be covered under the Holidu Protect policy. Review the coverage details on the Truvi platform for more information.

Can I claim for damage discovered after 14 days?

No. All claims must be submitted within 14 days of guest check-out to be eligible.

Do I need to repair the damage before submitting a claim?

No. In fact, do not repair damaged items unless absolutely necessary (such as stopping water leaks) until your claim has been assessed.

What if the guest disputes the damage claim?

Truvi will review all evidence, including photos and communication with the guest. Your documentation and timestamps are crucial to a successful outcome.