Guest Coverage & Protection

Protect yourself if something happens and you are outside the existing cancelation policy window.

Upgrade your booking and receive receive a 100% refund if you cannot attend and can provide evidence related to one of the many reasons in these Terms & Conditions, which you accept when you select a Refundable Reservation.

Houfy - Guest Refundable Reservations

Should guests need to cancel their trip they can go here to file a claim:

Please also read the General Conditions of Refund here

• Illness / Injury
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of Immediate Family
• Public Transport Failure
• Flight disruption
• Mechanical Breakdown
• Adverse Weather
• Home Emergency
• Theft of Documents
• Workplace Redundancy
• Jury Service
• Court Summons
• Armed Forces & Emergency Services Recall
• Relocated for Work
• Changes to Examination Dates

Frequently asked Questions:

1. With this option, can the guest cancel anytime up until check in date?

Yes, Guests can cancel anytime provided they give evidence under the terms of ProtectGroup

2. Who is this fee paid out to?

The insurance fee is collected by Houfy who pays ProtectGroup the (Travel Insurance) service provider.

3. Does the host have an option to turn off this feature?

Currently this option is not programmed. We will address this in the future.

4. Can all guests use this service?

Only guests booking a Houfy listing that processes payments on Houfy will be provided this option.

5. What if a guest cancels within the Host cancelation policy?

If a guest cancels within the host canclation policy, as per their policy the host will be have to refund the stay.

6. What if a guest cancels outside the Host cancelation policy?

This is where the refund terms kicks in. The host will no longer have to refund the stay and as long as the guest can provide evidence of one of the general conditions listed above to Protect Group they will be able to claim a refund.

Need to submit an incident report? Click here

What is Checkin Hero?

Checkin Hero gives you added peace of mind by offering reimbursement for backup accommodations if your booking is inaccessible or uninhabitable when you arrive.

Think of it as your travel safety net—so you can focus on enjoying your trip, knowing you're covered if something goes wrong.

How Does It Work?

1. Opt for Protection
   When you book, you’ll have the option to add Checkin Hero protection to your stay.
2. Encounter a Problem?
   If you find your booking inaccessible or uninhabitable at check-in, you can secure alternative accommodations right away.
3. Request Reimbursement
   Submit a request to Truvi via the reimbursement submission form linked below for the cost of your backup stay, and they will review it promptly.

Why You’ll Love It

• Peace of Mind: Travel with confidence knowing you’re covered for check-in issues.
• Hassle-Free Resolution: Quick and simple reimbursement process.
• Extra Security: Be prepared for unexpected inconveniences without worry.

What’s Covered?

Checkin Hero applies if:

• You Can’t Get In: Think broken locks or entry issues.
• It’s Not Livable: Problems like utility outages or severe damage.

Note: Protection applies only to issues at check-in before your stay begins. To learn more, please view the terms and conditions.

Why Wait? Add Checkin Hero to Your Booking Today!

Ensure a worry-free trip with Checkin Hero. It’s a small investment for big peace of mind when the unexpected strikes. Ready to learn more? Dive into the details and see how Checkin Hero has your back.

Frequently Asked Questions

Q: What documentation and evidence are required for a guest to receive compensation?

Guests must provide evidence that a) they were unable to access the property upon arrival or b) there was a significant problem impacting their ability to stay there overnight. This evidence can include records of communications with the host, photographs of the problem, and receipts for the alternate accommodations. Documents must be submitted with the reimbursement request within 24 hours of attempted check-in.

Q: When will guests receive compensation?

Reimbursement will take 10-15 days from the time of submission of the reimbursement request.

Q: What are the criteria for a listing to be considered uninhabitable?

A listing may be considered uninhabitable if it experiences serious failures such as a lack of basic amenities like electricity or running water, significant damage to fixtures or fittings, the presence of pests, or other safety concerns outlined in our terms and conditions.

Q: Are there any terms and conditions guests should be aware of regarding compensation?

Yes, it’s important to review the terms and conditions carefully. These may include conditions such as notifying Truvi within 24 hours of check-in, not having stayed the first night in the listing, and limitations on the duration of support provided in terms and conditions.

Q: Is Checkin Hero refundable if the guest decides to cancel their booking?

Unfortunately, once purchased, Checkin Hero cannot be refunded. Its purpose is to offer peace of mind and financial security, especially for check-in-related concerns. Read more in terms and conditions.

Q: How much coverage does Checkin Hero provide?

Checkin Hero provides up to $105 per guest per night affected for covered issues, up to a maximum of £/$/€ 1500 or the Total Cost of Booking, whichever is lower. Find a full currency chart and limitations in the terms and conditions.