Product Know your guest
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Know your guest

By Truvi
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Building a world where every travel experience is built on trust

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Cali Bowen
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Overview

Launch year

2019

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Compatible integrations

13

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Description

Truvi's "Know Your Guest" solution is designed to deepen guest engagement through comprehensive data aggregation. Its primary functions are to create unified guest profiles and enable highly personalized experiences, driving loyalty and revenue. Unique selling points include its detailed guest insights and ability to facilitate targeted marketing.

This solution is ideal for independent hotels, hotel chains, and small groups seeking to enhance guest satisfaction. Truvi's platform is built for seamless integration within its suite. However, depending on existing systems, external integrations may be necessary for optimal data flow and functionality. Visit https://truvi.com/ for more details.

Details

Infrastructure detailsCloud
Support languagesEN
CategoryShort term/vacation rental solutions
SubcategoryGuest screening technology
Integrations
IndustryHospitality
This solution is suitable for:Medium and small hotel groups, Independent hotels, Resort properties, Airport hotels, Serviced apartments and extended-stay properties, Hostels and budget accommodations

Screenshots, videos and other resources

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    Product features

    Support Level

    24/7 Online Support
    Chat
    Dedicated customer success manager
    Dedicated onboarding specialist
    Self service onboarding tool
    In-product help and walk throughs

    Integrations

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    Bookster

    verifiedVendor verified
    Vendor: BooksterCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Bookster

    verifiedVendor verified
    Vendor: BooksterCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Your.Rentals

    unverifiedUnverified
    Vendor: Your.RentalsCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Uplisting

    unverifiedUnverified
    Vendor: UplistingCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Lodgify

    unverifiedUnverified
    Vendor: LodgifyCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Janiis

    unverifiedUnverified
    Vendor: JaniisCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Avantio

    unverifiedUnverified
    Vendor: AvantioCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Hostify

    unverifiedUnverified
    Vendor: HostifyCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Hostfully

    unverifiedUnverified
    Vendor: HostfullyCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Guesty

    unverifiedUnverified
    Vendor: GuestyCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Escapia

    unverifiedUnverified
    Vendor: EscapiaCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Ownerrez

    unverifiedUnverified
    Vendor: OwnerRezCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System
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    Hostaway

    unverifiedUnverified
    Vendor: HostawayCategory: Short term/vacation rental solutionsSubcategory: Short Stay/Vacation Rental Property Management System

    Technical specifications

    Specifications
    Configurations

    The "Know Your Guest" onboarding process begins with a comprehensive assessment of your current systems and data. Our team facilitates seamless data integration and provides personalized training to ensure your staff maximizes the platform's potential. We offer ongoing support throughout the implementation, focusing on a smooth transition and rapid adoption, allowing you to quickly leverage guest insights for enhanced service.

    Scalability

    Truvi's "Know Your Guest" is designed for robust scalability, accommodating the growth of your business. Its cloud-based architecture ensures seamless expansion, supporting increasing guest data and user volumes without compromising performance. We provide flexible solutions that adapt to your evolving needs, ensuring consistent data management and personalized guest experiences regardless of your size.

    Fee structure

    Monthly Flat Fee
    Pricing:

    Buyers

    FAQs

    What is Truvi?

    At Truvi, our mission is simple: to transform the short-term rental industry by empowering property managers and hosts to navigate risk and build lasting trust with their guests. Guided by our core principles of Trust, Verification, and Income, we’re not just protecting against risk, we’re eliminating it, ensuring every transaction is backed by trust, transparency, and reliability.

    What are your key differentiators compared to other STR protection software providers?

    At Truvi, we offer a wide range of services including protection and screening in one place, unlike our competition. With us, you can choose between tiers and create personalized programs that cover the specific needs of your listings with regard to their prize and seasonality.ou

    How are the clients charged?

    The clients are billed monthly at the beginning of the next month after purchasing a service. We don’t request any monthly fees, so you pay as you go. We charge for Guest Screening Services per each booking, Basic Waiver and Waiver Plus are free for the host, and Waiver Pro is charged nightly. Damage Deposit is free for the host and Damage Protection Services are charged per booking.

    Does Truvi operate globally?

    Yes, Truvi services are available globally.

    How do you handle guest communication?

    Our guest services cover 24/7 support. If your guests face any issues, please redirect them to the guest support page. Also, our platform allows you to customize communication, guest journey design, and multilingual demo journey. The guest journey is currently available in the following languages: English, Spanish, French, Portuguese, and German.

    What specific short-term rental platforms do you integrate with?

    Truvi platform integrates with the major short-term rental solutions including property management systems, online travel platforms, guest experience applications, and dynamic pricing. Here’s a full list of solutions we integrate with.

    What is your host support like?

    Our host support is available Monday through Friday from 9:00 to 12:00 am (next day) UTC +1 which corresponds to 3:00 to 6:00 UTC -4. For now, you can request a demo and account management support to be done in English and Spanish. For any Verification or Guest-related inquiries, please reach out to our 24/7 Guest Services Team via hello@truvi.com

    What security measures do you have in place to protect guest data and property information?

    We apply the best data security practices including data encryption and compliance with GDPR and PCI. At Truvi, we use Transparent Data Encryption (TDE) to keep your guests’ data safe and secure. With TDE, all data is encrypted, which means it’s turned into a secret code only authorized users can understand. So, even if someone gets their hands on the database, they won’t be able to make sense of the information without the special key. This encryption happens in real time, so the data is protected both when it’s being used and when it’s sitting still on our servers. It’s like having a bodyguard for your information, making sure it stays safe no matter what. Learn more about our data protection measures and policies in the privacy policy.

    Do you offer any training or onboarding support for new users?

    Hosts with up to 20 listings get their accounts set up by our account managers and receive detailed step-by-step instructions and access to Learning Hub to explore the platform’s capabilities. A host with 20 listings and more gets personalized onboarding with one of Truvi’s account managers. When the onboarding is finished, you will be granted access to our internal Knowledge Hub with a detailed explanation of our services, platform functions, guest services, and incident support resolution processes.

    Do we check for fraudulent credit cards?

    Our platform compares the booking data with the ID information and runs a biometric scan to prove that a person is using their own ID. We don’t specifically conduct checks for stolen cards, however, Stripe includes a built-in feature for this purpose. If a guest attempts to use a stolen card, the transaction should be automatically blocked.

    Do we cover liability and why don't we?

    We don’t cover liability because technically, we aren’t insurance. We are an insurance-backed guarantee that provides damage protection from guests.

    Is the verification required?

    We suggest guest verification as an additional layer of protection for your listing. However, you can deactivate it for some of the booking channels to avoid guest confusion.

    What do I do if my guest does not want to complete the guest screening?

    Ultimately, what you seek is peace of mind regarding your property’s guests and safeguarding against damages. If guest friction is your main concern, you can run Basic Screening which requires no interactions. As an alternative, you can deactivate screening on booking channels that require mandatory screening and verification.

    Do you do criminal background checks?

    Not yet but we’re working on it so stay tuned. Our risk management, guest screening, and mitigation toolkit are tailored to identify common indicators of a guest intending to cause damage or disturbances in your property or host a party. We scrutinize for false or temporary contact information, and past infractions within our system, and employ measures to keep problematic guests out while minimizing fraud. Additionally, in the US, we cross-reference the guest’s name with the US Sex Offender Registry.

    When can hosts expect incidents to be resolved?

    All incidents will be resolved within 3 business days upon receipt of all requested evidence/documentation. You can always check the status of the report by logging into your Truvi dashboard and visiting the Resolution Centre.

    How long does it take to receive payouts upon settlement acceptance?

    Upon acceptance of settlement, payouts will be made within 14 business days.

    How do you compare to Airbnb’s Aircover?

    We provide a similar level of coverage to Aircover, however fundamentally we work very differently to Airbnb. We are a platform built to protect hosts (our founders were hosts themselves), obviously Airbnb has to keep both hosts and guests happy, so at our core we are different. Some of our clients have positive experiences with Aircover, and others have not so positive experiences with them. Airbnb is obviously a multimillion dollar company, and they are self-insuring, which means that they can pick and choose when they pay out on damages. We are underwritten by an insurance company and our whole reason of existence is to protect hosts and their properties.

    Airbnb verifies guests, why would I need to do this with Truvi?

    A person can create an Airbnb account using their legal name, verify it with their ID, and then change their account name without Airbnb re-verifying it. As a result, on the host’s side, the guest might appear as “Jane Doe,” causing issues without the host being privy to the guest’s legal name or ID details. Moreover, there have been cases of guests using accounts belonging to family or friends. Therefore, there’s uncertainty about the guest’s true identity through Airbnb. Our platform offers the option to disable Airbnb bookings through our verification process if desired.

    How does Truvi platform work with return guests?

    A registered Truvi guest is someone who has inputted their details in the first step of the verification journey, i.e. someone who has an account, and they don’t need to redo the details step or go through Guest Verification.

    Which currencies can we charge guests in?

    We charge guests in the following currencies: GBP, USD, EUR, AUD, CAD, and ZAR.

    How long are Damage Protection Services valid?

    This service is valid for 90 days. So if you’re using the US $5 million protection for example, and you have a 5-month booking, you will be charged the US $15 per booking fee twice. We won’t ask your guest to go through verification twice.

    How long are the Damage Deposit and Damage Waiver valid?

    Our Waiver and Deposit are paid once, protecting the full duration of the stay.