How to submit a damage claim with Holidu Protect

What to do when you discover damage

As soon as you notice damage after a guest's departure, follow these steps to ensure your claim is eligible:

• Check the entire property and note all visible damage
• Take clear photos within 72 hours, including wide-angle shots of the room and close-ups of damaged items (timestamped images are recommended)
• Keep damaged items—don't repair or discard them unless urgent (such as during a water leak)
• Avoid admitting liability or settling with the guest
• If damage was malicious or theft occurred, file a police report and obtain the report number

How to submit your claim

You must submit your claim within 14 days of guest check-out, ideally within 24 hours of discovering the damage. Before you begin, gather:

• Guest's full name
• Photos of the damage with timestamps
• Repair or replacement receipts and quotes
• Proof of item ownership if applicable

To submit your claim:

1. Go to your booking overview page in your Holidu account
2. Select the affected booking and open the detail page
3. Click the button to start your claim
4. Fill out the form on the Truvi partner page and submit

Claim resolution timeline

Once your complete claim is submitted, you'll 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: Longer processing with regular updates

Tips for a successful claim

Maximize your claim approval by keeping before and after photos of your property during the cleaning process. Ensure all photos are clear, timestamped, and show full context. Submit detailed invoices or quotes broken down by item and cost. Note that pet damage coverage only applies if an unauthorised pet was brought to a non-pet-friendly property.