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) gives you access to a simple claim process to recover costs. This guide explains exactly what to do and how to make sure your claim is complete and eligible.

What to do when you discover damage

As soon as you notice damage after a guest's departure, please take the following steps:

1. Check the entire property and note all visible damage.
2. Take clear photos within 72 hours:
   
   
   • One or more wide-angle shots of the room
      
   • Close-ups of the damaged item(s)
      
   • Timestamped images are highly recommended
      
3. Don’t throw away or repair damaged items unless urgent (e.g. a water leak).
4. Do not admit liability or settle anything with the guest.
5. If the damage was caused maliciously or something was stolen, report it to the police and get 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). 
To start your claim:

1. Inform yourself about how Holidu Protect (powered by Truvi) works and what kind of damages are covered
2. Go to your booking overview page in your Holidu account. Select the affected booking and open the detail page.
3. Click on the button to start your claim.
4. You will be forwarded to our partner Truvi. Please fill out the form and submit your claim on this page.
    

Please be aware that Truvi communicates in English. You can use an online translator, like Deepl, in case you might need help.

Before you begin, make sure you have:

• Guest’s full name and email
• Photos of the damage (ideally with timestamps)
• Receipts or quotes for repairs or replacements
• If applicable: proof of item ownership (receipt, photo, bank statement)

How long does it take?

Once your complete claim is submitted:

• You’ll receive feedback within 2 business days.
• Resolution timing depends on the value of the damage:
  
  • Up to €250: 3 business days
     
  • €251–1,000: 4 business days
     
  • €1,001–5,000: 6 business days
     
  • Over €5,000: May take longer — you’ll be updated regularly

Tips for a successful claim

• Always keep “before and after” photos of the property — during the cleaning process is ideal.
• Photos should be 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 unauthorised pet to a non-pet-friendly property.

Need help?

Our damage protection partner will communicate with you throughout the process. If you have questions after submitting your claim, you’ll be able to respond directly via email with any updates or extra documents.