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
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I had to pay the cost of a damage waiver for a rental. The rental was cancelled because the host was no longer working with the home owner. I contacted the property management and received no return m... Toon meer
Bedrijf heeft geantwoord
Total scam. Truvi are pretending to be the good guys but are really grifters. My wife booked a property through booking.com then without any notice she was bombarded with requests for ID verification.... Toon meer
Bedrijf heeft geantwoord
We’ve been using Truvi (formerly Superhog) to verify guests in our holiday rentals for quite some time, and we’ve never encountered any problems. It’s a reputable and trustworthy guest screening s... 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
2,5
Slecht
42 reviews
Heeft 88% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
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Truvi is a legitimate service!
We’ve been using Truvi (formerly Superhog) to verify guests in our holiday rentals for quite some time, and we’ve never encountered any problems. It’s a reputable and trustworthy guest screening service, fully compliant with UK GDPR regulations. In reality, it’s no different from presenting ID and a credit card when checking into a hotel. Yet, when people read the negative, bandwagon-style reviews here, it ends up unfairly damaging Truvi’s reputation.
What many people overlook is that booking a holiday rental nowadays means a contactless stay. Hosts have every right to ensure their guests are legitimate and to have a damage protection process in place. If this requirement has been clearly stated in the listing, it’s likely that it simply hasn’t been read properly.
The real challenge isn’t Truvi itself, but the monopoly that third-party platforms like Airbnb and Booking.com have. These companies aim to control the booking process as much as possible, often limiting the ability of property owners and hosts to carry out straightforward steps like guest screening or taking a damage deposit.
14 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Thank you so much for sharing your experience with Truvi! It's really helpful to hear from someone who's been using the service successfully for a while.
We love to support hosts and property managers who need ways to verify guests and protect their property. We know, for a fact, that things can go wrong with short-stay rentals, which is why we believe in mutually respectful relationships and accountability from both sides. (Internally) We also compare our screening to standard hotel check-in procedures.
Thanks again for taking the time to share the other side of the story!
No communication
I had to pay the cost of a damage waiver for a rental. The rental was cancelled because the host was no longer working with the home owner. I contacted the property management and received no return message. I reached out to Truvi who said they would contact them. 2 weeks later, I sent a follow up message 3 weeks ago and have received nothing in response.
11 maart 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Andrew, we're very sorry. Could you share your email so we could investigate the issue?
A delightful interface
A delightful interface, everything is extremely easy to navigate, very straightforward, and not confusing, which is very refreshing in an industry with a lot of less than user friendly software options. This kind of damage waiver system is exactly what we have been searching for to replace security deposits, which are quite the hassle to collect.
8 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi James,
Thank you so much for the kind words! We're really glad to hear the interface is working well for you. We'll tell our designers you like the product :)
We've worked hard to keep things simple. It's great to hear that's coming through.
We know how often things can go wrong with short stays, which is why we built this as an alternative to traditional security deposits.
Thanks again for taking the time to share your experience!
Reliable on Claims, Unreliable Where It Matters Most
My main concerns with Truvi are platform reliability, verification failures, inconsistent support, and a more confusing post-migration product structure.
Specific issues I experienced include failed or delayed verification link generation, dashboard outages during active guest check-ins, long support delays, contradictory case updates, unresolved tickets, repeated ID verification failures for valid guests, booking-creation bugs, missing guest prompts for waiver/deposit selection, inability to add programs despite following support guidance, listings stuck in pending status, and duplicated STR insurance costs caused by Truvi downtime. I also experienced delayed reimbursement processing even after reimbursement had been acknowledged.
The main positive is that damage claim payouts themselves were generally handled smoothly when guest damage occurred.
7 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Ivan,
Thank you for taking the time to share this detailed feedback.
We're really sorry you've had this experience – it's not what we want for any of our users.
You're right that there have been hiccups, which are exactly the kind of friction we're working on eliminating.
We're glad the damage claim payouts worked smoothly when you needed them.
Great experience with Truvi
Great experience with Truvi. Easy to use, reliable, and makes guest verification simple. Highly recommend!
4 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Parisa,
Thank you so much for the recommendation! We're really glad to hear it's been working well for you.
We know how often things can go wrong with short stays, so we've worked hard to keep the verification process simple and reliable.
Thanks again for taking the time to share your experience!
Total scam
Total scam. Truvi are pretending to be the good guys but are really grifters. My wife booked a property through booking.com then without any notice she was bombarded with requests for ID verification. I believe the either booking.com or the property owner have breached GDPR, Truvi definitely have. We’ve been using booking.com for years without any issues. We have written to Booking.com explaining we will not be providing our data (or money) to a company we’ve never heard of and seems to have inserted themselves into what has always been a straight forward process. Will also be contacted the information commissioner.
4 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Simon,
Thank you for sharing your experience. We're really sorry this left you feeling uncomfortable and led to cancelling your stay.
We completely understand your concern. Getting unexpected identity verification requests without any warning would unsettle anyone.
Truvi is a UK-based company, fully registered with the Information Commissioner's Office (ICO) and operating in compliance with UK GDPR. Protecting your personal data is something we take seriously.
Where things went wrong here was at the host level. We require all hosts using our service to mention verification in their listing details, so guests know what to expect and can give proper consent before booking. That clearly didn't happen in your case, and we're sorry for the confusion and concern it caused.
We believe in mutually respectful relationships and accountability from both sides – including holding hosts to the standard guests deserve.
Thank you for raising this. It helps us improve.
Affordable, effective and trust-worthy for STR owners
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 ratio is negligible compare to host with actual, floors, appliance, walls, countertops, furniture. Quality of guest is immaterial to them. So their screening is barely enough to use the term "screened". Truvi takes out the guess work. It has helped us with peace of mind, especially when renting to new users without reviews. Affordable, effective and trust-worthy.
1 april 2026
Review zonder uitnodiging
Antwoord van Truvi
Thank you so much for this! We're really glad Truvi has given you peace of mind, especially with new guests who don't have reviews yet.
You've hit on something important – platforms prioritize volume and bookings, but as a host, you're the one dealing with the actual property and any damage that happens. Their screening often isn't enough when you've got real assets on the line.
We love to support hosts and property managers who need reliable guest verification, and we believe in mutually respectful relationships and accountability from both sides.
Thanks again for taking the time to share your experience. It means a lot to hear it's working well for you!
If I could give it -10000 I would
If I could give it -10000 I would. bullshit. Just another app to take away humanitarian trust, steal peoples identity and cash in. The first page says it’s about protecting the guest then it goes directly into all the charges by the host for damages. Any accommodation that uses this disgusting app should be rated badly.
20 maart 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Ariel,
Thank you for sharing your concerns. We're sorry you feel this way about guest verification.
We understand this process can feel invasive, especially if it wasn't clearly explained before you booked.
To clarify what we do: Truvi provides identity verification and damage protection for short-term rentals. We know how often things can go wrong with short stays, and we believe in mutually respectful relationships and accountability from both sides – that means protecting both guests and hosts.
We don't charge guests unless actual damage occurs and is documented. The verification process itself is about confirming identity, similar to checking into a hotel. We're a UK-based company, registered with the ICO, and we operate in compliance with GDPR. We don't sell or misuse personal data.
We recognize this kind of screening isn't for everyone, and hosts should be making it clear in their listings that verification is required. If that wasn't communicated upfront in your case, we're sorry for the surprise.
We respect that you disagree with this approach to bookings, and we appreciate you taking the time to express that.
I cancelled my booking rather than deal with Truvi.com
I made a booking via booking.com as I have done dozens of times before...however, this particular property owner sent my details to Truvi.com who bombarded me with messages within hours of making the booking, asking me to "provide ID verification" and photograph for biometric checking before proceeding!! As this is a US-based company, they do not appear to comply with our UK Data Protection laws, and the property owner did not have my consent to pass on my details to them. I immediately cancelled my booking with this particular property owner, and will be pursuing complaint about this property owner via booking.com
Also, I would suggest to anyone dealing with Truvi.com that they fully read the Truvi.com "terms and conditions"...they are certainly not terms and conditions to agree to without fully reading and understanding.
5 maart 2026
Review zonder uitnodiging
Antwoord van Truvi
Thank you for taking the time to share your experience — we’re genuinely sorry it left you feeling uncomfortable and caused you to cancel your stay.
We completely understand your concern. Receiving unexpected identity verification requests, with no prior warning, would unsettle anyone.
We want to reassure you that Truvi is a UK-based company, fully registered with the Information Commissioner’s Office (ICO) and operating in compliance with UK GDPR. The protection of your personal data is something we take seriously.
Where we fell short here was at the host level. We require all hosts using our verification service to disclose this within their listing details, so that guests are informed and can provide proper consent before we become involved. In your case, that clearly didn’t happen, and we’re sorry for the confusion and concern that caused.
We have noted your feedback and will be addressing this with the host directly. Thank you again for raising it — this kind of feedback helps us hold hosts to the standard guests deserve.
Short-lets with peace of mind
Since we work with Truvi our apartment is covered for guest damages and theri vetting tool makes sure that our property is treated well by our guests. I can only recommend it to hosts and guests alike. Absolute piece of mind for both parties that makes stays hassle-free.
28 februari 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Ted,
Thank you so much for taking the time to share your experience — it truly means the world to us!
We're delighted to hear that Truvi has given you peace of mind when it comes to guest damages and that our vetting tool has helped ensure your property is well looked after. That's exactly what we set out to achieve, so knowing it's making a real difference for you as a host is incredibly rewarding.
Your recommendation means a great deal to us, and we're committed to continuing to make every stay as hassle-free as possible for both hosts and guests.
Thank you again for your trust and support — we're so glad to have you with us!
Warm regards,
The Truvi Team
Solid partner
We’ve been using Truvi at JOIVY for a few years now and they’ve been great to work with.
The team is really competent, proactive, and easy to deal with — quick responses, practical solutions, no drama. On the insurance side, they’ve been a real safety net for us and it genuinely helped us growth with more confidence. It also made life easier for our teams because the claims process is much smoother even when you’re handling things at volume.
They’ve also kept improving year after year, which says a lot. Thank you guys
1 februari 2026
Review zonder uitnodiging
SHARP PRACTICE
My wife used my app to book a property stay in Bath with some friend, all over 60 yo. I was then prompted to provide security information before the booking could be confirmed. Once I'd done that I was then told I had to pay £35 damage waiver. I assumed this was to be returned once the trip had been concluded and no damage had occured, but no, the money has now gone. This is sharp practice and I am complaining to Booking.com and will also complain to Google pay. This should not be allowed and is a scam. DISGRACEFUL. As if a bunch of older ladies would cause damage without rectifying them. Furious
25 februari 2026
Review zonder uitnodiging
Antwoord van Truvi
Hello Brian,
We’re truly sorry for the frustration and disappointment—we completely understand why this felt like a bait-and-switch, especially when you’d already committed to the booking.
To clarify what happened: the £35 damage waiver is a non-refundable fee that acts as coverage for the property owner in case any accidental damage occurs during the stay. It’s not a deposit that gets returned—it’s a one-time payment that covers potential claims without needing to lock up a larger refundable deposit (which would typically be £200-500).
We genuinely hear your frustration about being asked to pay for damage protection when you and your wife’s friends had no intention of causing any issues—it’s not about suspicion, it’s standard practice across short-term rentals to protect property owners, but we recognize it feels unfair when it’s not communicated properly from the start.
Again, we’re very sorry this happened to you and your wife. We understand why you’re furious, and your complaint is completely valid. Thank you for taking the time to share this with us—it’s feedback like yours that pushes us to be better and more transparent.
Sincerely,
Truvi Team
DISGUSTING THEIFS!
15 februari 2026
Review zonder uitnodiging
Antwoord van Truvi
Hello Michelle,
Could you please tell us more about your experience with Truvi so we can better understand the issue?
Sincerely,
Truvi team
As a host
As a host, I'm glad I can go about my daily hassle knowing the guests were checked. Also, the appreciate the value of the sex offender check they run on every booking.
6 februari 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Vira,
Thank you for your feedback!
Sincerely,
Truvi team
Bad tech
Camera doesn't focus on my ID so it's blurry, thus not accepted
30 januari 2026
Review zonder uitnodiging
Antwoord van Truvi
Hi Ben,
We're sorry the ID verification is giving you trouble—blurry photos that won't get accepted are frustrating when you just want to get checked in.
The issue is likely on the camera side, but here's what you can do to fix it: make sure your camera lens is clean, use natural light (near a window works best, but avoid direct glare), and tap the ID on your screen to manually trigger autofocus. If it's still blurry, move the camera further back to let it focus properly, then zoom in slightly to fill the frame. You can also try placing the ID on a flat surface with a contrasting background to help the camera pick it up more clearly, or if you're using a webcam, switch to a smartphone camera and upload the photo instead.
If you're still stuck after trying these steps, reach out to [hello@truvi.com](mailto:hello@truvi.com) and we'll help you get it sorted. Appreciate your patience while troubleshooting this.
The biggest scammers in the industry
The biggest scammers in the industry. Their sales process is based on false promises and lies to get you to sign up. Once you sign up, they will find any way to deny coverage. They take weeks…months? To look at claims and they’ll depreciate items down to nothing. Run far away from Truvi! Liars & thieves
27 november 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Warren Investment Partners,
We’re truly sorry to read this and to hear that your experience left you feeling this way. That’s never the impression we want anyone to walk away with.
We take feedback like this very seriously, especially when it relates to trust, claims handling, and turnaround times. We’ve carefully searched for an account under the name associated with this review but have not been able to locate one. We would genuinely appreciate the opportunity to look into this further and understand exactly what happened.
If you’re open to it, please reach out to us directly and reference your Trustpilot review so we can properly review your experience and investigate the details. We’re committed to fairness and transparency, and we want the chance to make this right.
We also want to share that we have recently gone through a restructuring and significant improvements within our Claims process. As part of these enhancements, our average claim turnaround time for February is currently 72 hours. While we know that doesn’t change your past experience, we are continuously working to improve and provide faster, clearer outcomes for our customers.
We understand how frustrating it can feel if expectations weren’t met, and we would truly value the opportunity to speak with you directly and address your concerns.
We hope to hear from you soon!
Scamming company do not trust
Scamming company do not trust, avoid unhappy experiences if u saw your booking involving this garbage company but pick another room. They will over charge you for anything like room insurance up to 200 gbp which is ridiculous since the one who rent out the room won't give u back the money if they decides not to.
26 november 2025
Review zonder uitnodiging
Antwoord van Truvi
Hello Ivan,
We get why you're frustrated but the deposit isn't a scam—it's refundable protection for the property owner in case something gets damaged during your stay. We only actually charge the deposit if there's proven damage reported by the property manager, otherwise it's released back to you. The real problem is transparency—this should've been explained clearly in the booking description before you committed, not sprung on you afterward when you felt trapped.
Avoid
Every time I press submit after entering my details I get a maintenance window. Tried different browsers, no different. The anxiety about not getting this before I can access my rented property is excruciating, it being a Friday afternoon and a weekend booking. Agents involved won't help. This has been going on for days! Ridiculous, don't use this service!!
14 november 2025
Review zonder uitnodiging
Antwoord van Truvi
Hello Georgina,
We're really sorry you got stuck in this loop.
This shouldn't have happened. We've since improved our system stability and support response times so guests aren't left stranded like this.
Appreciate you flagging this.
I’ve been using Truvi for years
I’ve been using Truvi for years — back when it was still Superhog — and it’s one of the best decisions I’ve made as a host.
The transition to Truvi has been a great change: smoother interface, faster claims, and the same rock-solid protection. I would never take a booking without Truvi — it’s that important.
They’ve helped me with big guest claims, and the process was incredibly easy and fast. I see some hosts online complain that guests don’t like the screening or damage waiver, but honestly, those are the guests you don’t want anyway. The bad guests don’t like Truvi because it screens them out — and that’s exactly the point.
Hosting has gotten tougher over the years, but having Truvi’s damage waiver and guest screening in place makes it so much more relaxing to accept bookings, whether direct or through OTAs.
Hands down, I tell every single host I meet — if you’re a professional with nice listings, Truvi is a must-have. It protects your business, your home, and your peace of mind.
11 november 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi John,
Thank you for sharing your positive experience with Truvi. We're glad our service has taken away the headache of screening and chasing your guests.
Sincerely,
Truvi team
Stay Away, Not what it Used to Be
I am a host using Truvi. We stopped using Truvi due to guest complaints. They were great when they were Superhog, but after the rebrand, it all went downhill. I closed the account two months before we stopped using the PMS we were using at the time, and six months later, they started popping up with invoices again. Despite clearly closing the account, they demanded the payment, including charges for guests who cancelled, which was not supposed to happen. Despite not getting anything in the form of service in return, they demanded payment for the checks that they say were done (I can't verify because I could no longer access the account because it was closed). They also ignored the fact that I clearly closed the account months before and was verified by stating they see the system was disconneted from the PMS.
1 november 2025
Review zonder uitnodiging
Antwoord van Truvi
Hi Jay,
Thank you for taking the time to share your experience — we truly appreciate the feedback.
We’re sorry to hear that your experience around billing and account closure left you feeling frustrated. That’s certainly not the experience we aim to provide.
Over the past several months, we’ve gone through meaningful operational improvements, including refining our billing systems, simplifying our service offering, and streamlining how accounts are managed from onboarding through offboarding. These updates were designed to create a clearer, more seamless experience for hosts and to reduce confusion around invoicing and account status.
We’d genuinely welcome the opportunity to review your specific billing concerns in detail. If you’re open to it, please reach out to us directly and reference this review so we can properly investigate and provide clarity. We want to ensure everything is accurate and addressed appropriately.
We’re committed to continuously improving and making sure our hosts feel confident and supported, and we’d value the chance to connect with you directly.
Sincerely,
Truvi team
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