How does Holidu Protect work?

Holidu Protect is an optional damage protection service powered by Truvi that replaces traditional security deposits. For €3 per booked night, your property receives automatic access to a screening and assessment process designed to help address guest damages up to €50,000.

What is Holidu Protect?

Instead of requesting security deposits from guests, Holidu Protect provides automatic protection for accidental, intentional, or criminal damages during stays. The €3 per night fee is automatically deducted from your payout, and once activated, your property remains eligible for protection across all future Holidu bookings on supported platforms including Airbnb. Unlike subscriptions, Holidu Protect can be deactivated at any time with no penalties.

Key resources:

• Learn how to activate and deactivate Holidu Protect for your properties
• Learn how to submit a Holidu Protect damage report

How the Guest Screening Process Works

When Holidu Protect is active, deposits are automatically disabled for your property, and guests are screened for potential risks after booking confirmation. Screening produces three possible outcomes:

• Approved: Guests are eligible for protection up to €50,000, subject to individual review. This occurs in 99.5% of all cases.
• Flagged: Guests receive limited protection up to €1,000 (approximately 1 out of 300 bookings). This typically happens when email or phone verification cannot be completed.
• Rejected: The booking is cancelled automatically without penalties or fees for you, usually within one to two days.

You can view each guest's screening status in your booking details and receive notifications if a booking is rejected.

What is Covered Under Holidu Protect?

Every damage report is reviewed individually by Truvi. While each case is unique, the following provides guidance on what is commonly considered eligible:

Commonly covered damages:

• Stained linens and towels
• Unintentional guest damage
• Unauthorized or unsolicited pet damage
• Smoking damage (unauthorized or unsolicited)
• Unapproved party damage
• Delivery expenses for replaced items
• Extra cleaning costs
• Rental items damage (e.g., bikes)
• Furniture damage
• Accidental, intentional, criminal damage, or theft caused by approved guests

Not commonly covered:

• Wear and tear
• Maintenance expenses
• Liability or damage caused by the host
• Loss of income
• Acts of nature
• Cosmetic damages not affecting usability or rentability
• Management fees

Important eligibility notes:

• Protection only applies to Holidu bookings, not manual bookings, iCal imports, or external channels unless managed through Holidu.
• Protection eligibility begins only for bookings confirmed after Holidu Protect activation.
• Bookings made before activation are not retroactively eligible.
• There is no minimum damage value—you can submit reports for any amount from €0.01 to €50,000.

How to Submit a Damage Report

If damage occurs during a guest's stay, follow these steps to submit a report within the required timeframe.

Immediate Actions After Discovering Damage

1. Check the entire property and document all visible damage.
2. Take clear photos within 72 hours, including wide-angle room shots and close-ups of damaged items with timestamps when possible.
3. Do not discard or repair damaged items unless absolutely necessary (such as addressing a water leak).
4. Do not admit liability or settle anything with the guest.
5. If damage was malicious or theft occurred, report it to police and obtain a police report number.

Submitting Your Report

Submit your damage report within 14 days of guest check-out, ideally within 24 hours of discovery. To begin:

1. Review the coverage details above to confirm your damage is eligible.
2. Access your booking overview in your Holidu account and select the affected booking.
3. Open the booking detail page and click the button to start your damage report.
4. You will be directed to Truvi's platform. Complete and submit the form there.

Required information:

• Guest's full name
• Photos of damage (with timestamps preferred)
• Repair or replacement receipts and quotes
• Proof of item ownership if applicable (receipt, photo, or bank statement)

Resolution Timeline

After submitting a complete damage report, you receive feedback within 2 business days. Resolution timing 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: Extended timeframe with regular updates

Tips for Successful Claims

• Maintain before and after photos of your property, taken during cleaning.
• Ensure photos are clear, timestamped, and show full context.
• Submit detailed invoices or quotes broken down by item and cost.
• Remember that pet damage protection only applies if an unauthorized pet was brought to a non-pet-friendly property.

Frequently Asked Questions

How much does Holidu Protect cost?

€3 per booked night, automatically deducted from your host payout.

Can I use Holidu Protect together with a security deposit?

No. Activating Holidu Protect automatically disables security deposits for that property. Security deposits often discourage bookings, while Holidu Protect provides damage protection without this barrier.

Which types of bookings are eligible for protection?

All Holidu bookings across supported channels, including Airbnb, are eligible. Manual bookings or iCal imports are not included.

How will I know if a guest is flagged or rejected?

You receive notifications of rejections and can view screening status in your booking details.

What can I do when a guest is flagged or rejected?

Flagged: No action is required. You retain protection up to €1,000, subject to review. This typically occurs due to unverifiable contact information. Rejected: The booking is automatically cancelled without fees or penalties to you.

Does rejection cancellation affect my ranking or Star Host status?

No. Holidu does not charge cancellation fees for rejections, and these cancellations do not impact your ranking or Star Host status.

Is the guest involved in the damage report process?

No. Truvi handles damage reports professionally without guest involvement, helping you avoid disputes and negative reviews.

What happens if I deactivate Holidu Protect?

Existing bookings made while Holidu Protect was active remain eligible for protection. New bookings after deactivation will not be eligible.

Learn how to activate or deactivate Holidu Protect for your properties