Truvi FAQs

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.

At Truvi, we offer a wide range of services including protection and screening in one place, unlike our competition. With us, you can choose between tiers and create personalized programs that cover the specific needs of your listings with regard to their prize and seasonality.ou

The clients are billed monthly at the beginning of the next month after purchasing a service. We don’t request any monthly fees, so you pay as you go. We charge for Guest Screening Services per each booking, Basic Waiver and Waiver Plus are free for the host, and Waiver Pro is charged nightly. Damage Deposit is free for the host and Damage Protection Services are charged per booking.

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.

Our platform compares the booking data with the ID information and runs a biometric scan to prove that a person is using their own ID. We don’t specifically conduct checks for stolen cards, however, Stripe includes a built-in feature for this purpose. If a guest attempts to use a stolen card, the transaction should be automatically blocked.

We don’t cover liability because technically, we aren’t insurance. We are an insurance-backed guarantee that provides damage protection from guests.

We suggest guest verification as an additional layer of protection for your listing. However, you can deactivate it for some of the booking channels to avoid guest confusion.

Ultimately, what you seek is peace of mind regarding your property’s guests and safeguarding against damages. If guest friction is your main concern, you can run Basic Screening which requires no interactions. As an alternative, you can deactivate screening on booking channels that require mandatory screening and verification.

Not yet but we’re working on it so stay tuned. Our risk management, guest screening, and mitigation toolkit are tailored to identify common indicators of a guest intending to cause damage or disturbances in your property or host a party. We scrutinize for false or temporary contact information, and past infractions within our system, and employ measures to keep problematic guests out while minimizing fraud. Additionally, in the US, we cross-reference the guest’s name with the US Sex Offender Registry.

All incidents will be resolved within 3 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 person can create an Airbnb account using their legal name, verify it with their ID, and then change their account name without Airbnb re-verifying it. As a result, on the host’s side, the guest might appear as “Jane Doe,” causing issues without the host being privy to the guest’s legal name or ID details. Moreover, there have been cases of guests using accounts belonging to family or friends. Therefore, there’s uncertainty about the guest’s true identity through Airbnb. Our platform offers the option to disable Airbnb bookings through our verification process if desired.

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.