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.
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.
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.
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.
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.
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.
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.
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.
File within 10 days. Claims must be submitted within 10 days of the guest’s checkout date. Late claims may not be eligible for coverage.
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.
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.
This page is a plain-language summary of our damage protection program. The full Terms of Service is the governing document.