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 each step to ensure your claim is complete and eligible.

What to Do When You Discover Damage

Act quickly when you notice damage after a guest's departure:

1. Check the entire property and document all visible damage
2. Take clear photos within 72 hours:
   • Wide-angle shots of the affected room
   • Close-ups of damaged items
   • Timestamped images are highly recommended
3. Do not repair or discard damaged items unless urgent (e.g., water leak)
4. Avoid admitting liability or settling directly with the guest
5. Report theft or malicious damage to police and obtain a 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 starting, have the following ready:

• Guest's full name
• Photos of the damage (preferably timestamped)
• Repair or replacement receipts and quotes
• Proof of item ownership if applicable

To submit your claim:

1. Review what Holidu Protect covers
2. Go to your booking overview in your Holidu account and select the affected booking
3. Click the button to start your claim
4. Complete the form on the Truvi partner page and submit

Claim Resolution Timeline

Once your complete claim is submitted, you'll receive feedback within 2 business days. Resolution time depends on damage value:

• Up to €250: 3 business days
• €251–€1,000: 4 business days
• €1,001–€5,000: 6 business days
• Over €5,000: Longer resolution with regular updates

Tips for a Successful Claim

• Maintain before-and-after photos of your property, especially during cleaning
• Ensure photos are clear, timestamped, and show full context
• Submit detailed invoices broken down by item and cost
• For pet damage: coverage applies only if an unauthorised pet was brought to a non-pet-friendly property