How to Submit a Damage Claim with Holidu Protect

When damage occurs at your property during a guest's stay, Holidu Protect (powered by Truvi) offers a simple claims process to recover your costs. Follow this guide to submit a complete and eligible damage claim.

What to Do When You Discover Damage

Act quickly when you notice damage after guest checkout:

1. Inspect your 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, such as a water leak)
4. Do not admit liability or settle anything with the guest
5. If damage was malicious or theft occurred, file a police report and obtain a report number

How to Submit Your Claim

Submit your claim within 14 days of guest checkout (ideally within 24 hours of discovering damage).

Before starting, gather these documents:

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

To submit your claim:

1. Go to your booking overview in your Holidu account
2. Select the affected booking and open the detail page
3. Click the button to start your claim
4. You will be redirected to Truvi to complete and submit the claim form

Processing Timeline

Once your complete claim is submitted, you will 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: Extended timeline with regular updates

Tips for a Successful Claim

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

By following these steps, you maximize your chances of a smooth and successful damage claim with Holidu Protect.