Truvi Opiniones 43

Respuesta de Truvi

Hace 6 días

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!

Respuesta de Truvi

Actualizada hace 4 días

Hi Andrew, we're very sorry. Could you share your email so we could investigate the issue?

Respuesta de Truvi

Actualizada hace 6 días

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!

Respuesta de Truvi

Hace 6 días

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.

Respuesta de Truvi

Actualizada hace 6 días

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!

Respuesta de Truvi

Hace 6 días

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.

Respuesta de Truvi

Hace 6 días

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!

Respuesta de Truvi

Hace 6 días

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.

Respuesta de Truvi

23 mar 2026

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.

Respuesta de Truvi

4 mar 2026

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

Respuesta de Truvi

3 mar 2026

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

Respuesta de Truvi

19 feb 2026

Hello Michelle,

Could you please tell us more about your experience with Truvi so we can better understand the issue?

Sincerely,
Truvi team

Respuesta de Truvi

19 feb 2026

Hi Vira,

Thank you for your feedback!

Sincerely,
Truvi team

Respuesta de Truvi

18 feb 2026

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.

Respuesta de Truvi

19 feb 2026

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!

Respuesta de Truvi

18 feb 2026

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.

Respuesta de Truvi

18 feb 2026

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.

Respuesta de Truvi

19 feb 2026

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