Found damage after your guest checked out? Submit the details through the reservation's unique resolution form, and our partner Truvi takes it from there. Most reports are reviewed within 48 hours, and approved resolutions are paid directly to your bank account.
Report within 30 days of checkout. Reports submitted after the 30-day window can't be accepted. You can report damage from check-in onwards, so you don't have to wait until the reservation ends. Once the window closes, the reservation's status changes to Protection ended.
Before you report: gather your evidence
Strong documentation is what gets claims approved quickly. Have these ready:
Guest name and email
Before and after photos, from multiple angles
A description of what happened
Repair quotes or receipts
Any messages you sent to the guest about the damage
Supporting documents like house rules or police reports, if applicable
A few things that protect your claim:
Photograph the damage as soon as you find it, ideally within 72 hours, and keep "before" photos from your regular turnovers so you can show the difference.
Keep damaged items until the claim is resolved. Don't dispose of them.
Hold off on repairs unless they're emergencies, so the damage can be assessed first.
File a police report for theft or deliberate damage and include it with your claim.
Submit an incident report
Open the reservation in Minut.
In the Minut Screen & Protect card, click Report damage.
Click Open unique resolution form for this reservation. The form opens in a new tab on Truvi's resolution center. No separate login is needed.
Fill in the details and upload your evidence, then submit.
If you need to come back later, the link keeps working and your progress is saved.
Note: the resolution form becomes available at check-in. For an upcoming reservation, the dialog lets you know that reporting opens once the reservation begins.
What happens after you submit
Every report goes through a transparent, four-stage process:
Evidence review. Truvi verifies that damage occurred and assesses the quality of your documentation. Most claims are reviewed within 48 hours; complex cases can take up to 30 days.
Eligibility check. The report must meet all of these requirements:
The reservation is actively protected by Minut Screen & Protect.
The incident happened during the reservation.
It was reported within 30 days of checkout.
The type of damage is protected. See What is Minut Screen & Protect? for what's protected.
Settlement calculation. The resolution amount is based on:
Depreciation: as a guide, linens last 1 to 2 years, furniture 5 to 7 years, and appliances 7 to 10 years.
Repair or replace, whichever costs less.
Like-for-like replacement, no upgrades.
Deductions for any payments or deposits already received from the guest.
For example: a $1,200 sofa that is 4 years old is worth $480 today. The $450 repair quote costs less than replacing it, and the guest already paid $100, leaving a $350 resolution.
Payment. An approved resolution is paid directly to your bank account within 5 business days of accepting the decision. There is no deductible.
FAQ
How long do I have to report damage?
Until 30 days after checkout. Report as soon as you discover the damage; fresh, well-documented reports are the easiest to assess.
The reservation shows "Protection ended". Can I still make a claim?
No. That status means the reporting window has closed. The protection summary stays visible on the reservation as a historical record.
If you have questions, reach out to us through the chat in the app or at support.minut.com. We're happy to help.