Frequently asked questions
At Truvi, our mission is simple: to transform the short-term rental industry by empowering property managers and hosts to navigate risk and build lasting trust with their guests. Guided by our core principles of Trust, Verification, and Income, we’re not just protecting against risk, we’re eliminating it, ensuring every transaction is backed by trust, transparency, and reliability.
We understand that every listing is unique, which is why we offer a variety of screening and protection products that allow you to create a personalized program for each property. You can easily adjust your protection based on the specific needs of your listing, such as its value or seasonality.
What truly sets us apart is our pricing model. There are no subscription fees. Instead, you are charged on a per-booking basis only for the products you use. This pay-per-use model aligns our costs with your business activity, ensuring you get maximum value and only pay for the protection and screening services you need, when you need them.
At Truvi, our billing is designed to be straightforward and flexible. You are billed at the beginning of each month for the services you used in the previous month. There are no monthly fees or subscriptions, so you only pay for what you use.
Yes, Truvi services are available globally.
Our guest services cover 24/7 support. If your guests face any issues, please redirect them to the guest support page. Also, our platform allows you to customize communication, guest journey design, and multilingual demo journey. The guest journey is currently available in the following languages: English, Spanish, French, Portuguese, and German.
Truvi platform integrates with the major short-term rental solutions including property management systems, online travel platforms, guest experience applications, and dynamic pricing. Here’s a full list of solutions we integrate with.
Our host support is available Monday through Friday from 9:00 to 12:00 am (next day) UTC +1 which corresponds to 3:00 to 6:00 UTC -4. For now, you can request a demo and account management support to be done in English and Spanish. For any Verification or Guest-related inquiries, please reach out to our 24/7 Guest Services Team via [email protected]
We apply the best data security practices including data encryption and compliance with GDPR and PCI. At Truvi, we use Transparent Data Encryption (TDE) to keep your guests’ data safe and secure. With TDE, all data is encrypted, which means it’s turned into a secret code only authorized users can understand. So, even if someone gets their hands on the database, they won’t be able to make sense of the information without the special key. This encryption happens in real time, so the data is protected both when it’s being used and when it’s sitting still on our servers. It’s like having a bodyguard for your information, making sure it stays safe no matter what. Learn more about our data protection measures and policies in the privacy policy.
Hosts with up to 20 listings get their accounts set up by our account managers and receive detailed step-by-step instructions and access to Learning Hub to explore the platform’s capabilities. A host with 20 listings and more gets personalized onboarding with one of Truvi’s account managers. When the onboarding is finished, you will be granted access to our internal Knowledge Hub with a detailed explanation of our services, platform functions, guest services, and incident support resolution processes.
We don’t cover liability because technically, we aren’t insurance. We are an insurance-backed guarantee that provides damage protection from guests.
Yes we do!
All incidents will be resolved within 5 business days upon receipt of all requested evidence/documentation. You can always check the status of the report by logging into your Truvi dashboard and visiting the Resolution Centre.
Upon acceptance of settlement, payouts will be made within 14 business days.
We provide a similar level of coverage to Aircover, however fundamentally we work very differently to Airbnb. We are a platform built to protect hosts (our founders were hosts themselves), obviously Airbnb has to keep both hosts and guests happy, so at our core we are different. Some of our clients have positive experiences with Aircover, and others have not so positive experiences with them. Airbnb is obviously a multimillion dollar company, and they are self-insuring, which means that they can pick and choose when they pay out on damages. We are underwritten by an insurance company and our whole reason of existence is to protect hosts and their properties.
A registered Truvi guest is someone who has inputted their details in the first step of the verification journey, i.e. someone who has an account, and they don’t need to redo the details step or go through Guest Verification.
We charge guests in the following currencies: GBP, USD, EUR, AUD, CAD, and ZAR.
This service is valid for 90 days. So if you’re using the US $5 million protection for example, and you have a 5-month booking, you will be charged the US $15 per booking fee twice. We won’t ask your guest to go through verification twice.
Our Waiver and Deposit are paid once, protecting the full duration of the stay.
