Guest Services FAQs

Hello dear guest! You must’ve received a message from us while booking a stay. Truvi is a company that runs ID Verification and Guest Screening on the host’s behalf. Our technologies allow for better communication and build mutual trust between the hosts and guests.

Just as you would present your passport or ID when checking into a hotel, the same principle applies when checking into a short-term rental property. The host of the stay you’re booking would like you to go through a screening and/or ID verification process and we run them with the help of our technologies on the host’s behalf.

We only need the lead guest, the one who’s booking, to complete the verification process.

A Damage Waiver is a small, non-refundable amount of money charged as a one-off payment to cover any accidental damages that may occur during your stay up to a certain amount.

The Damage Deposit is a bond against the cost of any property damage that may be caused during your stay. A small non-refundable administration fee is payable to cover operational costs. The Damage Deposit is not charged but the card is being authorized for future charges and will only be charged in the event of any damage to the property during your stay, reported by your host. However, if no damage occurs, the only charge applied will be the service fee.

The currency shown to the guests is based on their home address. For instance, guests whose home address is in the UK will see prices and pay in GBP, even if they are currently on holiday in the USA.

What if the guest lives in a country where their local currency is not supported?

If the currency of the guest’s home address is not supported by Truvi, we will pick the best currency for you.

Yes, if you cancel your stay before your check-in date you will be refunded any charge made on your card.

Unfortunately, once purchased, Checkin Hero cannot be refunded, even if you decide to cancel your booking. Its purpose is to offer peace of mind and financial security, especially for check-in-related concerns. Read more in terms and conditions.

Yes, if you cancel your stay before your check-in date, you will be refunded any charge made on your card deposit and waiver.

Providing an ID is a necessary step our verification process. This is to assure hosts that their guests are who they say they are.

In this case, we would need to ask for two proofs of address dated within the last 3 months (for example, a utility bill or bank statement).

Despite being a UK-based entity, Truvi operates globally, and our services and agreements are governed by the laws of England and Wales. Therefore, any host and/or guest who engages with our services does so under the jurisdiction of England and Wales. This is because Truvis technology services are delivered from England and Wales. Given our global, multi-jurisdictional reach, with guests both residing and staying in all corners of the globe, we consider this to be a fair and sensible approach.

Yes, based on our Data & Privacy Policy, individuals can request the deletion of their personal data. For any data-related inquiries, you contact us at dataenquiries@truvi.com