Bei uns wurde die Küche von den Gästen beschädigte, Tomatensauce an die 2.46cm hohe Decke gespritzt alles musste neu gestrichen werden, Küchenarbeitsplatte wurde mit Messern beschädigt. Von Truvi kei... Toon meer
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Lees wat reviewers zeggen
Truvi support was easy to work with when setting up my account. I wish it were easier for me to set it up on my own without needing to email back and forth, but at least they were very easy and respon... Toon meer
I made reservation on booking.com - had confirmation sent from property owner and booking.com then Truvi appear demanding my passport be uploaded to their portal. To me this is a big NO. This appear... Toon meer
In the STR business, owners/host give up a lot of visibility into prospective guest, trusting platforms screening that, well shouldn't be trusted. The platforms goal is money, their risk to reward rat... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Truvi helps vacation rental property managers screen guests and protect properties across all booking channels. Screen every booking in seconds, get transparent risk intelligence, and resolve damage claims in days instead of weeks.
Contactgegevens
Verenigd Koninkrijk
- truvi.com
2,6
Slecht
73 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 76% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 maand
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ASKED FOR A DEPOSIT OF $546!
I booked a rental on Vrbo and somehow started getting emails from Truvi. They wanted me to check-in to the property and to pay a $546 deposit for any eventual damages on a $999 3 night stay plus they would charge $11 non-refundable transaction fee. I called the Vrbo help center and they said that it was very suspicious. DO NOT USE THEM TO CHECK-IN OR TO PAY ANY DEPOSIT.
24 juni 2025
Review zonder uitnodiging
Antwoord van Truvi
Hey Jenitaly,
We totally understand why this felt suspicious—getting unexpected emails from a company you didn't book with directly is jarring.
Here's what happened: the property owner you booked through Vrbo uses Truvi for guest screening and damage protection. The deposit and transaction fee you were asked for were legit at the time, but we've since changed how we operate—we now charge property managers for these fees instead of guests. So you wouldn't run into this situation today. The real issue was that nobody told you upfront that a third-party service was involved. That handoff should be crystal clear in the listing before you book, and it clearly wasn't. Vrbo was right to flag it as suspicious because transparency was lacking—that's on the host and us to communicate better.
We're not a scam, but when you're blindsided like this, we don't blame you for thinking we are. Appreciate you raising this—it's exactly the kind of feedback that pushed us to change our model and improve communication across the board.
Sincerely,
Truvi team
Such a robbery
Such a robbery. For nothing £4… then I don’t know what to expect after?!!! Full scam!!
11 juni 2025
Review zonder uitnodiging
Antwoord van Truvi
Hey Milena,
The £4 operational fee was charged because the property manager you booked with uses our damage deposit service, and that fee covers the transaction costs. You're right that this should've been clear in the booking description—poor communication and lack of transparency on our end.
We can't reverse the charge, but your feedback (and others like it) pushed us to change how we handle this. We now charge property managers for operational fees instead of passing them on to guests, so this won't happen to future travelers. Appreciate you speaking up—it directly led to us doing better.
Sincerely,
Truvi team
Horrible in every way
Horrible in every way. Got me to sign up, now can’t reach anyone. Good like trying to get a human. No one responds to any email, chat bot doesn’t work. Absolute disgrace. Avoid. Avoid. Avoid.
9 mei 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Mark,
We're sorry you it was such a quest to get through to us. Clearly, something broke down on our side when you needed help.
Sorry you got stuck in limbo. We're working on improving response times and making sure people can actually reach a human when they need one.
Sincerely,
Truvi team
Sincerely,
Truvi team
Challenging
I have absolutely no clue what this "company" is all about, the camera app they use to photograph documents, clearly doesn't work properly as it never picked up my driver's license. I also changed details on booking.com website and TRUVI somehow are still behind with the old details. I've also lost my right to cancel now because of TRUVI being so rubbish.*** Edit*** after a lot of messing about between last night and this morning with regards to providing a clear image of my driver's license, everything has been resolved just in the nick of time, however, I think TRUVI need to sort their process out with regards to this whole blurry camera thing.
1 mei 2025
Review zonder uitnodiging
Antwoord van Truvi
Hey Scott,
Glad we got you sorted in the end, but we’re sorry it was such a pain to get there.
We're aware of these glitches and are working on fixing the tech so it works smoothly. We're also tightening the syncing delay with Booking.com updates. And losing your cancellation window because our process dragged on is not okay.
Appreciate you sticking with it and the honest feedback.
Sincerely,
Truvi team
Multiple requests to verify & very…
Multiple requests to verify & very cumbersome process. My bank doesn’t require all that effort. 2 step verification or Face ID shoul be sufficient
27 april 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Michael,
While the verification can feel like an overkill compared to what you're used to, we need it to prevent fraud.
We do ask for more than just 2-step or Face ID because property managers need stronger identity confirmation before handing over keys to their property. It's a different risk level than a standard online transaction, so the bar is higher. That said, we've heard this feedback loud and clear and have since improved our guest journey—we've optimized communication so you're not getting bombarded with repeat requests, and streamlined the verification process to make it less cumbersome.
Sincerely,
Truvi team
Fees for no reason
The company adds some additional fees to a room booking without any case behind. Whether you pay 24EUR for a waiver for or you pay 7EUR fee as handling fee before your stay. Otherwise you cannot verify your identity, which is already verified at booking.com.
That’s a ripp-off of unsuspecting customers.
27 april 2025
Review zonder uitnodiging
Antwoord van Truvi
Hello Maria,
We get the frustration—nobody likes surprise fees after they've already booked.
The damage waiver or deposit isn't random—it protects the property owner in case something gets damaged during your stay. Even though [Booking.com](http://booking.com/) verifies your identity, property managers often want an extra layer of screening and damage coverage, which is where we come in. The handling fee covers the verification and admin work on our end. It's not a rip-off, but I hear you that it feels like one when it wasn't clear upfront that this was part of the booking process.
The real issue is communication. Hosts should be telling guests about these fees before you book, so you're not caught off guard. We're working on making that clearer across the board. Appreciate the feedback—it helps us push for better transparency.
Sincerely,
Truvi team
DO NOT USE
Absolutely horrendous customer service and charge a non refundable amount of £10 despite not doing any work. The entire process was stressful especially to someone with health and stress problems. They contact you out of nowhere using your name and number and then claim they don’t possess any of your details. Spoke to someone on the customer service team who was rude and then hung up the call. Expedia said the owner used a company called Pass the keys and Super hog and yet passed on details to an additional company that was not listed. Genuinely thought they were scamming us and news flash they are a scam do not touch with a 10 foot pole.
24 april 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Luke,
We’re sorry you had such a rough experience with us—that's not okay.
The £10 processing fee is legit (it covers verification and admin costs), but I completely get why the whole thing felt sketchy when you weren't expecting to hear from us. Property managers use us for guest screening and damage protection, and sometimes that handoff isn't communicated clearly by the booking platform or the host. We're not a scam, but when you're blindsided with unexpected messages and fees, I don't blame you for thinking we were. That's on the host and us to explain better upfront.
We apologize for the rude customer service. That shouldn't have happened. If you want to DM us details, we'll make sure it gets escalated internally.
Sincerely,
Truvi team
Not worth the hassle to jump through a claim
As a host I asked the question when signing up and Truvi categorically said that in the event of damage, putting in a claim was easy. Turns out they expect you to have so much to hand that it is almost impossible to claim. You need before and after photos of every item, in my case, a foot to a Sofa, as if anyone documents like that!
Time to rethink my hosting strategy and stick to Airbnb or charge big deposits. As usual, you're insured until we need to pay out! I will probably will get paid out as I have proof because I only did the house up 4 months ago, but the point is, they sell it as an easy solution,n but it is not, it's far more difficult than Airbnb for compensation.
22 april 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Steve,
Thank you for sharing this. We understand how frustrating it can be to deal with damage and then feel like the claims process requires a lot in the moment.
We do ask for documentation when a claim is submitted, including before and after photos of the affected area or item and proof of replacement value. A screenshot of a comparable item is completely acceptable and does not need to be an original receipt. This helps us accurately assess the damage and ensure payouts are fair and properly supported.
We do not expect hosts to document every small component of a property, such as individual sofa feet. The goal is reasonable evidence that shows condition before the stay and the damage after.
We share an incident guide during onboarding to set expectations around this, but your feedback is helpful and shows we can continue improving how we communicate these requirements upfront.
If you would like us to review your specific claim or any part of the process, we would be happy to take a closer look.
Sincerely,
Truvi team
Clearly just a scam company rebranded to avoid bad reviews
Clearly just a scam company who have rebranded to avoid the old Trustpilot reviews, but still pulling off the same old tricks.
The old company’s name is Superhog (their chatbot still mentions this name instead of Truvi) so look up those reviews before using this site.
I booked a property through booking.com and then got bombarded with messages to verify my identity which I did. I was then told that I have to either pay a £40 damage waiver, or a £500 deposit with a £10 processing fee. It’s an absolute scam, it’s a pre-approval of a transaction so there aren’t any fees associated until they actually charge you, it’s clearly just a way to make money off of unsuspecting customers.
3 april 2025
Review zonder uitnodiging
Antwoord van Truvi
Hey Jack,
The damage waiver or deposit isn't a scam, it's standard protection that covers the property owner if something gets damaged during your stay. We only charge guests if there's actual damage reported.
The reason we shifted away from guests paying these fees is exactly because of feedback like yours—we heard you, and now property managers cover these costs upfront instead. Guests don't pay anything unless something breaks.
As for the Superhog rebrand to Truvi—yep, we changed our name, but not to dodge reviews. We evolved the business and the name came with it. The chatbot slip-up mentioning the old name is on us, and we've fixed that. But we're the same company, just building better based on what customers told us wasn't working.
Sincerely,
Truvi team
Great Customer Service for a Cold and Unwelcoming Process
I had a problem using their site to verify my ID for an upcoming stay at a local hotel. While their verification process was a pain because it didn't let me upload a photo of my ID I took with my camera app, but instead made me take a new one using the camera application on their website, which didn't allow me to focus so I was never able to get a clear photo, when I contacted their customer service to help with the problem, they got back to me RIGHT away, and it was well after normal business hours. They let me send them my ID photo and selfie through email and got me verified.
But as an important side note for any hoteliers reading this review, this will absolutely be my last stay with a property that requires I do this. It's a pain in the butt and quite frankly, it makes me feel unwelcomed. We're still going to attend our booked night as planned because my husband is super excited about checking out this new air stream village hotel in town, but if it wasn't for his excitement, I would have canceled the reservation upon receiving the confirmation email with all these verification instructions in it. I don't feel like a welcomed guest. I feel like a suspect of something malicious. Maybe this is normal for air bnb type properties, I'm not sure because I've only ever stayed at a couple, and never had to do this, but if this is the norm, then that's enough reason for me to avoid them altogether. We're just trying to have a nice night at a nice hotel to celebrate our anniversary while my parents watch our toddler. We shouldn't have to go through screening like we're trying to get security clearance for a CIA building or something.
27 februari 2025
Review zonder uitnodiging
Useful Tool For Property Management.
Use Truvi for our property management business. I think this is one of the best and most useful tools for my property management business.
25 februari 2025
Review zonder uitnodiging
Excellent Customer Service!
Excellent Customer Service!
We operate short-term vacation rentals, and since we started using Truvi to verify our guests and cover minor accidents with their damage waivers, we have received nothing but positive feedback from our guests.
Truvi has proven effective in preventing fraudulent bookings by ensuring that the person who pays for the reservation and the person who checks in are the same individual.
In the few instances where damage has occurred, the claims process is quick and straightforward. Truvi handles reimbursements swiftly and fairly, and our guests appreciate not having to worry when something goes wrong.
11 november 2024
Review zonder uitnodiging
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