How does Holidu Protect work?

Holidu Protect (powered by Truvi) is an optional damage protection service that replaces security deposits. For €3 per booked night, your property is covered for guest damages up to €50,000. The fee is deducted automatically from your payout, and there is no subscription. You can activate or deactivate Holidu Protect for your properties at any time.

What happens when Holidu Protect is active?

Once Holidu Protect is active, security deposits are disabled for the property, and guests are screened for potential risks after a confirmed booking. The screening has three possible outcomes:

• Approved: Eligible for protection up to €50,000, subject to individual review.
• Flagged: Eligible for limited protection up to €1,000, usually because the guest's email or phone number could not be verified.
• Rejected: The booking is canceled automatically, with no penalties or fees for you.

You can see a guest's screening status in the booking details.

What is eligible for protection?

Truvi reviews every damage report individually. Commonly considered damages include stained linens and towels, unintentional guest damage, unauthorized pet or smoking damage, unapproved party damage, extra cleaning costs, and furniture damage. Wear and tear, maintenance expenses, loss of income, and acts of nature are not commonly considered.

Protection applies only to Holidu bookings made after the property was enrolled. Manual bookings, iCal imports, and bookings made before activation are not eligible.

How do I submit a damage report?

Submit your damage report within 14 days of guest check-out, ideally within 24 hours of discovering the damage. Follow these steps:

1. Check the entire property and take clear, timestamped photos within 72 hours.
2. Do not throw away or repair damaged items unless urgent, and do not admit liability or settle with the guest.
3. Go to your booking overview in your Holidu account, open the booking, and click the button to start your damage report.
4. Complete the form on the Truvi page with the guest's full name, photos, and receipts or quotes for repairs or replacements.

You can find the full process in our guide on how to submit a Holidu Protect damage report.

How long does it take?

You will receive feedback within 2 business days. Resolution times depend on the damage value: up to €250 takes 3 business days, €251 to €1,000 takes 4 business days, and €1,001 to €5,000 takes 6 business days. Claims over €5,000 may take longer, but Truvi will update you regularly.

Frequently asked questions

Can I use Holidu Protect together with a security deposit?

No. Activating Holidu Protect automatically disables the security deposit for that property.

Will I be charged a cancellation fee if a booking is rejected?

No. Rejected bookings are canceled without cancellation fees, and these cancellations do not affect your ranking or Star Host status.

Is the guest involved in the damage report process?

No. Truvi handles damage reports directly, so the guest is not involved, which helps you avoid disputes and bad reviews.

What happens if I deactivate Holidu Protect?

Bookings made while Holidu Protect was active remain eligible for protection. New bookings made after deactivation are not eligible.