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Subject to the terms of this guarantee (as amended from time to time), for any Bookings where a Guest fails to meet their liability, TRUVI will reimburse the Host for any Property Damage.

Please note any Guarantee Payments will be determined at our sole discretion.

1.1 No payments made by us under this guarantee shall release, reduce and/or waive any liability of a Guest relating to Property Damage.

1.2. Any payment by us under this guarantee transfers a Guest’s liability such that it becomes a liability to us rather than to the Host.

2.1. For a Host to request a Guarantee Payment, the following conditions must be satisfied:

2.1.1. the Booking was Approved or Flagged;

2.1.2. all reasonable steps are and/or have been taken by the Host to mitigate the costs of any Property Damage;

2.1.3. the Host agrees to provide whatever assistance is required by us in order to:

2.2. Failure to meet the conditions set out in Clause 2.1 may result in a Payment Request being declined or reduced, as determined by us.

2.3. The maximum Guarantee Payments made under this guarantee are as follows:

Maximum Guarantee Payment (per resolution)

3.1. We will not make any Guarantee Payment in respect of any:

3.1.1. unpaid Booking;3.1.2. Acts of Nature;

3.1.3. Property Damage which cannot be proved to have been caused by a Guest during a

3.1.5. Property Damage from any party which took place with the Host’s consent;

3.1.6. Property Damage which the Host could reasonably have expected or foreseen;

3.1.7. bodily injury or other loss suffered by a Host or Guest;

3.1.8. alternative accommodation costs for the Guest or Host;

3.1.9. interruption of business, loss of market and/or loss of use of the Property or consequential loss of income; and

3.1.10. Property Damage which was caused by any pet (other than a service animal) which the Host permitted to stay at the Property.

4.1. In order to submit a Payment Request the Host must declare Property Damage to us within 10 days of the Guest’s check-out date (unless a different reporting window has been specifically agreed in writing), and thereafter present all requested evidence, which may include:

4.1.1. timestamped photographs immediately before and after the Booking showing the Property Damage;

4.1.2. formal police reports of the event (as appropriate);

4.1.4. quotation(s) or estimate for replacement/repair; and

4.1.5. submission of the Host’s or the owner’s own home valid insurance schedule for the Property.

4.2. In certain circumstances we may require the Host to make an insurance claim before any Guarantee Payment can be considered.

5. SETTLEMENT5.1. We reserve the right to reimburse the Host (whether in full or part) in respect of Property Damage which occurred during a Booking. Any Guarantee Payments made under this guarantee are determined by us and/or our partners.

5.2. To quantify the Guest’s liability, we may take into account certain factors including but not limited to the following:

5.2.1. the cost of rebuilding or repairing the Property Damage to a condition equal to but not better or more extensive than the condition at the start of the Booking;

5.2.2. depreciation based on the expected lifetime of the item(s) within a rental environment, that has suffered Property Damage; and/or

5.2.3. any financial contribution which has been made towards the Property Damage by the Guest and/or any third party, including from the sale of any item which has suffered Property Damage and any relevant Damage Waiver or Damage Deposit.

5.3. Any Guarantee Payment will be made by electronic transfer within 5 working days of agreeing any Guarantee Payment.

5.4. Any Guarantee Payment will be paid in the currency of the location of the Property Damage unless, in our sole discretion, we elect to pay the equal amount in a different currency. If currency conversions are required, we use OANDA (www.oanda.com).

6.1. Any Property is eligible for this guarantee unless it is located in a country that the UK Foreign and Commonwealth Office has determined is not suitable for travel on the day the Booking begins.

6.2. We will not be liable to make any payment under this guarantee which:

6.2.1. would breach economic, financial or trade sanctions imposed under the law of the country in which this policy is issued or would otherwise provide cover; or

6.2.2. would breach economic, financial or trade sanctions imposed by Canada, the European Union, United Kingdom, or the United States of America.

7.1. This Guarantee will be governed by the laws of England and Wales. By engaging with this Guarantee the Host agrees that any legal proceedings with us in connection with this Guarantee will only take place in the courts England and Wales.

7.2. Notices under this agreement will be in writing and delivered by email.

“Acts of Nature” means (but is not limited to) earthquakes and weather-related events such as hurricanes and tornadoes;

“Approved” means a status allocated to a Booking with no significant risks identified following Validation;

“Contents” means household goods and other personal property contained within a Property, including art, antiques and collectable items. For the avoidance of doubt, this does not include;

(a) animals including pets and livestock;

(b) currency, cheques, credit cards, postal orders, travellers’ cheques, money orders, crossed bankers’ drafts, current postage stamps, gift vouchers or tokens, customer redemption vouchers, travel tickets, precious metal in bullion form, notes or securities 

(c) jewellery, watches, gemstones, handbags, furs, 

unless in the case of (b) and (c) above, the items are stored in a locked safe inaccessible to guests;

“Cosmetic Damage” means damage that does not impact the likelihood of a Property receiving a Booking, or adversely impact the functionality of the Property’s fixtures and/or fittings, or its Contents. By way of example (but not limited to) damage that consists solely of scratches, scuffs, marks or dents;

“Flagged” means a status allocated to a Booking after risks have been identified following Validation;

“Guarantee Payments” means any payment made by us on behalf of a Guest or Host in response to a Payment Request under a guarantee;

“Guest” means the lead guest who makes a Booking;

“Home Standards” refers to a set of standards and best practices that ensures a Listing is safe, fully functional and as advertised , including but not limited to:

(a) appropriate sleeping areas, hot and cold running water, and a functional sewage system;

(b) adequate protection of the property, including locks and/or other security devices (as appropriate); and

(c) functioning utilities, such as wifi, air conditioning and heating (as advertised).

“Payment Request” means a formal request for a payment to be made by us in accordance with a guarantee;

“Property” means any residential property (including but not limited to campervans, boats, mobile homes, and any other impermanent structures), which a host has the legal and/or contractual right to offer to guests and which complies with Home Standards

“Property Damage” means the damage caused to any Property, its fixtures and/or fittings, or its Contents, caused by the actions or inactions, whether accidental, deliberate or otherwise, of a guest (or any accompanying occupants) during a Booking. For the avoidance of doubt, this does not include Cosmetic Damage and/or Wear and Tear;

“Validation” means the protocols and processes performed by Superhog in order to allocate a status to any Booking;

“Wear and Tear” means the type of gradual deterioration to a Property’s fixtures and/or fittings, or its Contents which could reasonably be expected through normal usage over time.

HoufyProtect: Host Guarantee

Truvi Ltd (“Truvi” or “we”, “us” or “our”) guarantees that Guests will meet their liability to you (the “Host”) for any Property Damage.

How to remove HoufyProtect?

To remove HoufyProtect please follow the steps below:

At Houfy, hosts have two key options to protect their properties from guest-related damages:

1. Damage Deposits:
Hosts can set damage deposit requirements directly in their listings to secure against potential damages. Simply go to: Edit Listing > Pricing > Damage Deposits
This upfront deposit ensures you're covered for smaller incidents during a guest’s stay.

2. HoufyProtect (Powered by Truvi):
HoufyProtect offers a hassle-free insurance solution for both hosts and guests. It simplifies the protection process, eliminating the need for traditional deposits and offering broader coverage. Learn more on our HoufyProtect information page.

Important: HoufyProtect must be added before a reservation is confirmed. It cannot be applied to existing bookings.

Additional Protection for Hosts:
Hosts should also review their homeowner’s insurance policy to confirm it includes coverage for short-term rental activity and personal liability. Consider specialized short-term rental insurance for full protection.

Protection for Guests:
Guests can purchase travel insurance policies from providers such as InsureMyTrip or Generali Global Assistance to cover cancellations, damages, and emergencies during their stay.

Houfy Host Protection & Damage Deposits Explained

Protect your Houfy rental with damage deposits or HoufyProtect powered by Truvi. Learn how hosts and guests can stay covered with short-term rental insurance options.

Activation: To enable HoufyProtect for your listing(s), simply access the "Manage Listings" section and select the "Edit Listing" option. Once there, proceed to the "Pricing - Rate & Fees" tab. Within the "Security (Damage) Deposit" section, you'll find the option to activate HoufyProtect. Simply choose this feature to enhance your listing with unparalleled peace of mind.

Requirements: HoufyProtect is only available for hosts who are connected to Stripe or Square. For more information go here.

Affordable Peace of Mind: For just $5 per night, guests can enjoy their stay without the financial worry of large deposit sums, making travel more accessible and delightful.

Seamless Integration: Superhog's technology integrates seamlessly with your listings, providing robust guest screening and instant protection from check-in to check-out.

Effortless Process: From damage declaration to settlement, every step has been streamlined to ensure ease and efficiency.

Eligibility: Any Property is eligible for this guarantee unless it is located in a country that the UK Foreign and Commonwealth Office has determined is not suitable for travel on the day the Booking begins.

Making a Incident Report: If property damage occurs, hosts can easily declare it within 10 days of the guest's check-out, providing necessary documentation to support the incident.

Settlement: Guarantee Payments are made swiftly, within 5 working days of agreement, directly by electronic transfer, ensuring minimal disruption to your operations.

Peace of Mind: Knowing that Truvi backs you with a robust guarantee, you can host with confidence, understanding that your property is protected against unforeseen damages.

Financial Security: With significant protection limits and a straightforward reporting process, you're assured of a safety net that traditional security deposits simply can't match.

Focus on Hospitality: Free from the worries of financial risk and property damage, you can concentrate on providing the best experiences for your guests.

Comprehensive Protection: Enjoy peace of mind knowing that property damages are protected, with Guarantee Payments for approved bookings up to $20,000 and flagged bookings up to $1,000.

Hassle-Free Incident Reporting: Submitting an incident report is straightforward, ensuring you're supported swiftly and efficiently in the event of property damage.

Dedicated Support: Superhog's commitment to assess and address property damage means you have a partner ready to pursue liability on your behalf, ensuring a fair and fast resolution.

HoufyProtect: The simple solution to protect your place from damages

Here we describe how to connect to HoufyProtect, the advantages of using HoufyProtect and why it is a smarter alternative to holding damage deposits from guests.

Need to submit a claim? Access the incident submission form here. You will need to enter code "HOU001" at the resolution reference.

What exactly is checked in your guest screening process?

Our screening checks cover the following key aspects:

Name: We check the name against our database for any red flags.

Mobile Number: We ensure that the provided mobile number is not a burner phone and is deliverable.

Email: We verify the email by checking its deliverability, creation date, and linking it to online profiles to establish a digital footprint.

Previous Damages: We assess any history of damages reported. This information is sourced from Truvi's records, ensuring a thorough examination of a member's track record.

Once the booking request is made. The relevant screening information will be sent to Truvi. Who will verify the identity and booking history of the guest. This processing period can take anywhere from a couple seconds to a few minutes.

From there Truvi will provide Houfy a status to the booking. Either approved, flagged, or rejected.

Approved means you will have full 20k protection and no issues are expected from this booking.

Flagged bookings occur only around 1.3% of the time. And mean that Truvi would advise against taking this booking and will only guarantee damages of up to $1,000.

Note: Flagged bookings can occur due to improper information formatting from the guests side limiting the verification process.

Rejected status: Rejected status signifies that Truvi would strongly suggest you do not continue with this booking. And will not protect any damages resulting from this booking.

HoufyProtect & Truvi: Screening Guests & Flagged Bookings?

Houfy and Truvi use technology to screen guests and flag bookings. Below we will explain the 3 different statuses and inform what is being screened from guests and how it works.

This page outlines the step-by-step process for submitting an incident report for guest-caused damage with Superhog and other important information about their processes.

By following these instructions and gathering the necessary evidence, you can maximise your chances of speedy and successful resolution and protect your valuable investment.

Whether you're dealing with minor or significant damage, HoufyProtect is here to support you throughout the process. Remember, prompt action and clear communication are key.

Important: Establishing Preventative measures

Establishing and communicating clear house rules is a fundamental step in safeguarding your property. 

House rules comprise a set of guidelines dictating the expected behaviour of guests during their stay at the property. Hosts must articulate clear rules and ensure guests adhere to them. 

A well-defined set of house rules serves as a preventive measure, helping avoid various issues such as property damage or disputes with neighbours. 

Furthermore, it provides a framework for holding guests accountable if they violate any specified rules. 

To streamline the process, guests should ideally review and accept the house rules before requesting a reservation. Displaying a printed copy of the rules in your rental or incorporating them into your digital welcome information is also a recommended practice. 

Examples of such rules may include prohibitions on smoking or bringing pets onto the premises. By implementing and communicating these rules effectively, hosts can foster a positive and respectful environment for all guests.

Reporting the damage and initiating your report!

Access the incident submission form here. You will need to enter code "HOU001" at the resolution reference. 

Upon discovering damage(s) at your property the following actions should be undertaken:

If necessary, emergency repairs should be carried out to limit further damage, loss or injury – for example securing your home or stopping a water leak.

In all situations, please undertake a full check of your home and catalogue any damage that has occurred during that stay/booking.

Photographs should be taken as soon as possible – panoramic room shots and close-ups of damage (these steps can be completed by you, your cleaner or the relevant third party).

Do not carry out any non-emergency repairs without checking with Superhog first.

Do not dispose of any damaged items – they may be needed for inspection.

Do not admit or allow the admittance of any liability or offer a settlement/make any deal or offer.

For malicious damage or theft – report the damage/loss to the police and obtain a crime reference number/report.

Contact the guest to discuss any damage or injury with them, and try and find out the circumstances of the incident. Wherever possible it is helpful to keep a record of any such communication.

Ensuring fair and accurate resolutions for both hosts and guests requires objective evidence.

Submitting clear and comprehensive evidence plays a crucial role in verifying the nature and extent of the damage. This ensures Superhog can process your resolution efficiently and reach a fair decision based on tangible proof, not just individual accounts.

Additionally, proper documentation protects both parties by creating a transparent record of the incident and its resolution.

Photos showcasing the damage, repair estimates from qualified professionals, and communication records with the guest (where possible) all contribute to a swifter resolution.

A guest might contend that any damage incurred during their booking is merely wear and tear or unrelated to their actions. In instances where the guest does not accept responsibility for damages, it becomes imperative to gather substantial evidence to establish their liability. 

The absence of pre-stay photos makes it challenging to substantiate incidents. Time-stamped photographs serve as a highly effective means to document the condition of the property, its appliances, fixtures, furnishings, and any pre-existing wear and tear. 

To maximise protection and enhance the likelihood of recovering damage costs, we strongly recommend capturing images upon arrival and replicating the same shots during checkout. This should include both wide-view shots and close-ups of specific furnishings. 

While not always feasible, implementing this practice whenever possible provides an added layer of protection for property owners. These images can be conveniently taken during the cleaning process before and after each booking.

Establishing a timeline: Timestamps provide an accurate record of when an image was captured, offering a neutral and verifiable timeline of events. This can be essential for determining the sequence of events, identifying discrepancies in accounts, and establishing alibis.

Authenticity verification: Timestamps embedded within the image file itself, rather than just added later, help to prevent tampering or manipulation. This is crucial for maintaining the integrity of the evidence and ensuring its reliability in the resolution process.

Identifying changes: With accurate timestamps, any changes in the scene or object captured in the image can be identified by comparing images taken at different points in time. This can be crucial for understanding the development of an incident and verifying statements about changes made.

Press the ℹ️ at the bottom of the screen

The timestamp will be revealed. Send a screenshot of the image with the timestamp included.

Cost evidence is another crucial part of the incident submission process. By following these simple steps, you'll help process your incident report quickly and efficiently:

Getting your estimate sorted: If you need repairs, getting at least 2 quotes from different companies can help you find the best price. Ask for the quotes on official company letterhead or email for Superhog's records.

Owning it? Not a problem: To help process your incident, Superhog usually ask for the original purchase receipt as proof of ownership. But if you don't have it, no worries! They can use photos, bank statements, or even links to similar items online to verify.

Making sense of bills: To make things crystal clear, all invoices or quotes should be from separate companies, not related to each other. And please break down the total cost into individual items, like labour and parts. This detailed view helps Superhog understand your expenses perfectly, ensuring a smooth and fair evaluation.

Cosmetic Damage means damage that does not impact the likelihood of a property receiving a booking, or adversely impact the functionality of the property’s fixtures and/or fittings, or its contents. By way of example (but not limited to) damage that consists solely of scratches, scuffs, marks or dents; 

Such damage primarily impacts the appearance of an item without compromising its functionality.

Issues related to guests bringing pets are a frequent cause for resolution requests. In accordance with the clause outlined below, protection extends solely to damages caused by unauthorised pets, excluding authorised service animals:

3.1.11. Property Damage resulting from any pet (excluding service animals) permitted by the host to stay at the Property. You can view all clauses here.  

When granting permission for pets in your properties, it is advisable to establish clear criteria for what you consider acceptable. This may include specifying the permissible number of dogs, acceptable sizes, or outlining specific breeds to avoid any potential misunderstandings between both hosts and guests.

Important: Superhog require instant notification of any discovered damages (ideally within 24 hours) and no later than 10 days from the guest’s check-out date. Any resolution requests outside of this window will NOT be accepted.

Superhog designed its process to be as quick and efficient as possible. 

Their dedicated team of experienced reviewers work diligently to process resolutions promptly, with most receiving a decision within 48 hours of complete submission. You will receive clear communications throughout the process, keeping you informed every step of the way. The goal is to minimise disruption and get your rental back on the market quickly.

Upon discovering any damage, please register the problem within 24 hours and no later than 10 days from the end of the booking. 

To report any damages, kindly follow this link and supply all the necessary information. 

If your encounter any issues please reach out to info@houfy.com promptly.  

If a guest provides a written admission of liability for any damage caused, kindly share this information with Superhog promptly.

Doing so will greatly expedite the resolution process, enabling Superhog to proceed with efficiency and accuracy. Your cooperation in promptly passing along such admissions is valuable in ensuring a swift resolution.

The resolution process follows a structured four-step approach:

Assess whether the damage was caused by an approved guest during a booking.

Verify if the damage meets specific qualifying criteria, particularly confirming that it was caused by the guest and not categorised as cosmetic damage or wear and tear.


Determine the cost of the damage caused by the guest.

Consider factors such as the replacement value of the item before the damage (accounting for reasonable depreciation) and evaluate available economic options for reinstating the damage.

Superhog will thoroughly review the evidence you have submitted in comparison to the required evidence. If any crucial information or documentation is missing, they may reach out to you for additional details. This ensures that they have all the necessary information to make an accurate and fair incident offer. Your cooperation in providing any missing information is greatly appreciated, as it helps us in making well-informed decisions.


Finalise and settle the agreed-upon amount with the host. A document titled 'Resolution Settlement Decision' will be sent to you, providing confirmation of the acceptance or rejection of the resolution offer. This document will include a comprehensive summary outlining the rationale behind the decision and how they arrived at the conclusion.

Deduct any contributions due from related parties, including deposits, damage waivers, etc.

HoufyProtect: Incident Submission Guide & Best Practices

Discovering damage in your short-term rental property can be a stressful experience. We understand your concerns and have created this guide to help you navigate the incident submission process efficiently and effectively.

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