Trust and safety
Damage protection
Every kommu stay comes with built-in damage protection — so hosts can share their homes with confidence and guests can relax knowing accidents won’t turn into disputes. Here’s how it works.
How damage protection works
When a guest books a stay on kommu, the booking goes through an automated screening process powered by our protection partner, Truvi. Based on the screening results, the booking is assigned a protection level that determines the maximum coverage amount. All screening happens automatically — no extra steps for hosts or guests.
Coverage levels
Approved bookings receive up to $100,000 in protection per stay. Flagged bookings have reduced coverage up to $1,000 because higher risk factors were detected during screening. Rejected bookings have no coverage — kommu reserves the right to cancel these bookings to protect the host.
What screening checks
The screening process verifies guest information including identity verification, mobile number validity, email reputation, and damage history. This happens behind the scenes and takes seconds.
What’s covered
Damage protection covers accidental and intentional physical damage to the host’s property caused by a guest during a confirmed, on-platform stay. This includes damage to furniture, appliances, fixtures, walls, floors, and other household items.
Included with kommu
Coverage is included with your kommu membership for up to 90 nights of hosting per year. If you host more than 90 nights, additional coverage requires extra payment.
What’s not covered
Not everything falls under damage protection. The following are excluded:
Natural disasters and weather events
Damage caused by storms, earthquakes, floods, or other acts of nature.
Normal wear and tear
Everyday use that naturally wears down a home — scuffed floors, faded paint, worn upholstery.
Cosmetic or unprovable damages
Damage that can’t be documented with photos or evidence.
Bodily injuries
Damage protection covers property only, not personal injury.
Business interruption or lost income
Lost rental income or other indirect costs from damage.
Non-service animal damage
Damage caused by pets (other than trained service animals) is the guest’s direct financial responsibility and is not covered.
Off-platform bookings
Only stays booked and paid through kommu are eligible for protection. Side deals void all coverage.
How to file a claim
Report it immediately
Contact the guest and kommu support (support@gokommu.com) as soon as you discover the damage.
Document everything
Take timestamped photos of all damage. If you have pre-booking photos showing the original condition, include those too.
Gather receipts
Collect receipts, replacement cost links, and information about the age of damaged items.
What happens after you file
Our team reviews your claim along with all submitted documentation. If approved, payment is issued within 5 business days. We may contact you or the guest for additional information during the review.
Important notes
kommu reserves the right to cancel or modify bookings — even after host and guest approval — if the screening process returns a Rejected status, safety concerns are identified, fraud is suspected, or Terms of Service are violated.
Damage protection is provided as part of your kommu membership. The cost of protection is built into the platform — there’s no separate charge to hosts or guests.
