Absolutely — here’s an expanded version that keeps your message clear and professional, while remaining customer-friendly and still avoiding the restricted terms. It’s detailed enough to guide hosts effectively, but not overwhelming:

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Onninth Shield: Incident Submission Guide

Powered by Truvi

Discovering damage in your short-term rental can be stressful. Onninth Shield, in partnership with Truvi, is designed to support you with a straightforward process to report and resolve guest-related incidents quickly and effectively.

This guide walks you through what to do, what to document, and how to maximise your chance of a smooth outcome.

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🔧 Step-by-Step: Reporting an Incident

1. Start Your Report

Begin the process by accessing the incident form here. When prompted, enter the resolution reference code ONN001.

All incidents must be reported as soon as possible — ideally within 24 hours of discovery, and no later than 10 days after guest check-out. Reports submitted after this window won’t be accepted.

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2. Take Immediate Action

Once damage is found:

• Address any urgent issues (e.g., stop a water leak, secure the premises).
• Inspect the entire property to catch all affected areas.
• Photograph everything:
  • Take wide-angle shots of each room.
  • Zoom in on the damage itself.
  • Capture multiple angles and lighting if helpful.
• Do not begin any non-urgent repairs without guidance from Truvi.
• Do not dispose of damaged items – they may be needed for verification.
• Avoid accepting fault, admitting liability, or offering deals to guests.
• If theft or intentional damage occurred, report it to local authorities and obtain a police report or crime reference number.

You should also try to speak with the guest to understand what happened. Keep written records of any communication.

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3. What You’ll Need to Submit

To ensure a fair and timely outcome, you’ll need to provide as much objective documentation as possible. Truvi reviews each case based on real evidence — not assumptions.

Here’s what to gather:

• Before and after photos of the space or item.
• Timestamped images:
  • On most smartphones, tap the “ℹ️”,details button, or scroll up from the bottom to view and screenshot the timestamp and take a screenshot. Provide both the full photo(s) and timestamped copies.
• Guest communication related to the incident.
• Any admission of responsibility from the guest (written).
• Receipts or proof of ownership of damaged items (if available).
  • If you don’t have receipts, photos or links to similar items may be acceptable.
• Repair or replacement quotes:
  • Get at least two itemised quotes from different businesses (not family or friends).
  • Quotes must separate labour and materials for clarity.

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🏡 House Rules: Prevention Starts Here

One of the best ways to avoid damage is to set clear expectations.

House rules should outline what is and isn’t allowed in your rental. For example:

• No smoking inside the property
• No unauthorised pets
• Respect for neighbours and quiet hours
• Maximum number of guests

Make sure rules are clearly visible:

• Include them in your digital welcome guide or booking confirmation.
• Post a printed copy inside the property.

Guests should ideally agree to the rules before booking (add Consent Form item to your Form). If guests break them, it strengthens your case when reporting an incident.

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📷 Why Timestamped Photos Matter

Photos taken before and after each guest stay are essential. They provide a timeline of your property’s condition and help Truvi confirm what was affected during the booking.

Add a routine 5-10 photos to be taken by your cleaners after each turn. This keeps your cleaners honest and now you have a trail of evidence in the instance damage does take place.

Tips:

• Capture full-room shots and close-ups.
• Take pictures during every turnover (your cleaner can assist).
• Use timestamped images for added credibility.

Timestamps help show when photos were taken, avoid disputes, and verify the condition of your space before the guest arrived.

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🧾 Quotes, Invoices, and Costs

When reporting damage that requires repair or replacement:

• Collect at least two quotes from unrelated businesses.
• Ensure quotes are:
  • On company letterhead or official email.
  • Itemised — clearly separating parts, labour, delivery, etc.
• If you bought the item, include the receipt or bank statement as proof.
  • No receipt? Submit a photo and a link to a similar item online.

The more precise your documentation, the faster Truvi can process your report.

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🚫 What’s Not Protected

Some types of damage are not included:

• Cosmetic wear: Scratches, scuffs, small marks, or other issues that don’t affect the function or value of an item or room.
• Authorised pet-related issues: Damage caused by pets that were allowed by you to stay is not included (except for service animals, which are excluded from restrictions).

When allowing pets, it’s best to:

• Define the number, size, or breed you allow.
• Make these expectations clear in your listing and guest communication.

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📩 Truvi’s 4-Step Resolution Process

Once submitted, Truvi handles your case with a structured, transparent approach:

1. Qualify
   • Confirm the damage occurred during the guest’s stay.
   • Ensure it meets Truvi’s eligibility criteria (e.g., not cosmetic or pre-existing).
2. Quantify
   • Evaluate the value of the damaged item or area.
   • Truvi reviews submitted quotes and evidence.
   • You may be asked to provide additional info if needed.
3. Settle
   • Truvi issues a decision document.
   • If accepted, payment is usually made within 3–5 business days.
4. Recover
   • Truvi handles cost recovery from the guest when applicable.
   • In rare cases, they may ask for your help contacting the guest.

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✅ Best Practices for a Smooth Experience

• Always document your property before and after each booking.
• Submit your report within 24 hours of discovery (and no later than 10 days).
• Maintain a clear and professional line of communication with guests.
• Only repair what’s necessary — Truvi typically supports partial replacement (e.g., one section of carpet, not the whole room).
• Normal wear and tear or ageing will be factored in during evaluations.

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For help or questions, contact us at [email protected].

Being prepared and proactive makes all the difference. Onninth Shield and Truvi are here to support you — so you can protect your property, stay on track, and keep hosting with confidence.

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