FAQ
Is Rentals United a Screen & Protect service provider?
No, Rentals United is not a Screen & Protect provider. The Screen & Protect provider is Superhog - a technology company specialising in identity verification, particularly in the short-term rental and hospitality industries. Its main offering is verification of the identity of guests and protection against potential risks, such as fraud or property damage.
Is Screen & Protect an insurance?
No, Screen & Protect is not insurance. Unlike traditional insurance, which typically comes into play after an incident has occurred, the service focuses on proactive measures to support short-term rentals. It streamlines the guest screening process by requiring basic guest information. It allows to quickly and efficiently verify guests and reimburse you with the costs in case a damage occurs. This approach is designed to be fast, flexible, and easy to integrate, providing valuable support for both hosts and guests.
What is considered damage?
Damage refers to any destruction caused by the guests to a property, including its structures, buildings, or objects like furniture. This damage can result from various causes, such as accidents, negligence, vandalism etc. For a list of damage excluded from Screen & Protect, see here.
Is Screen & Protect available for all users?
Screen & Protect use is limited geographically. To see the current list of countries where Screen & Protect is offered, see here.
In which countries is Screen & Protect available?
To see the current list of countries where Screen & Protect is offered, see here.
Can I use Screen & Protect for properties in countries not listed?
No, Screen & Protect is only available for properties in the listed countries, see here.
You can use the service for any of your properties that are located within the covered regions.
Can I protect single reservation?
Yes. If you have not yet connected to Screen & Protect service, you can protect a single reservation.
Check the possibility to use our feature to protect single reservation. All the details, eligibility prerequisites and instructions to turn it on can be found here.
Is a trial version of Screen & Protect available?
There is no trial version of Screen & Protect, but you can test out the feature by protecting a single reservation.
All the details, eligibility prerequisites and instructions to turn it on can be found here.
What happens if I own properties in countries where Screen & Protect is not available?
If you own properties in countries where Screen & Protect is not currently offered, those properties will not be eligible for the program.
You can still use the service for any properties located in the countries where Screen & Protect is available.
Is there a plan to expand Screen & Protect to other countries?
Screen & Protect will be gradually released to additional regions. Sign up to our waiting list to be notified when Screen & Protect becomes available in your region.
What exactly is checked in the screening checks?
The screening checks cover the following aspects:
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Name is checked in the service provider’s database for any red flags.
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Mobile number is verified to ensure it is valid and deliverable.
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Email is checked for deliverability, creation date, and linked online profiles.
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Previous damages are assessed using historical records. This information is sourced from Superhog records, ensuring a thorough examination of a member's track record.
How to protect my property from damage in case of negative guest verification?
It is not guaranteed that all guests will pass the verification process, although this occurs very rarely - only in 0,5% of analysed reservations. If a guest does not complete the verification, please contact
If the guest has been verified negatively and Screen & Protect has not been applied, you can always apply a security deposit amount upon check-in. Remember to be transparent about your policies and place proper information in your listing description.
Is theft by guests included in Screen & Protect?
Yes, theft incidents involving guests are protected, including situations where guests' actions, like leaving a window open or a door unlocked, lead to theft. However, it is important to note that for the incident process, a police report is required to substantiate the incident.
To read more about exclusions, see here.
Is damage caused by pets included in Screen & Protect?
Property damage resulting from any pet (excluding service animals) that the host allowed to stay at the property is not included in the program.
To read more about exclusions, see here.
Can I claim for loss of earnings or chargeback?
Unfortunately, Screen & Protect does not protect you against losses such as unpaid bookings, business interruptions, market losses or the loss of use of the property, including consequential income loss or alternative accommodation costs for both the guest and host.
To read more about exclusions, see here.
Can Screen & Protect replace cancellation policies / security deposits?
Cancellation policy
No, the Screen & Protect service cannot replace cancellation policies. Cancellation policies protect the property manager from losses resulting from cancelled bookings, not damage. Strict cancellation policies do not guarantee that damage will not occur.
Security deposit
Yes, the Screen & Protect service can replace security deposits. Why is Screen & Protect a better option?
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Security deposit adds administrative overhead for both property managers and guests.
Screen & Protect offers hassle-free process without the need for guests to pay a deposit upfront or wait for refunds
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Security deposit is limited to damages within the specified deposit amount, potentially leaving property managers vulnerable to significant costs for extensive damages.
Screen & Protect provides reimbursement for accidental damages, including those beyond typical wear and tear like bed bugs and real property damage
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Security deposit may deter potential guests who are reluctant to tie up funds or undergo deposit-related procedures.
Screen & Protect promotes a positive guest experience by eliminating the need for upfront payments.
Do you want to learn more about why Screen & Protect works better for you? Sign up here.
Do I need valid home insurance in addition to Screen & Protect?
In cases where there is limited or no evidence linking property damage to a guest, it is important to have the option for the host to file a claim with their home insurance. This is relevant for issues like broken windows, burst pipes, or storm damage, which may require a thorough investigation. The home insurance claim allows the insurer to determine the cause of the damage. If the insurer finds the guest responsible, they will not cover it, allowing Superhog to step in, and vice versa. While rare, this option ensures flexibility and full coverage if the host is insured.
How to make up for Screen & Protect costs?
You can manually define an additional fee for all or selected properties.
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Go to Edit property.
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Find the property you want to edit. Click Edit.
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Go to Step 5: Price and availability. Switch to Charge Profile.
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Define an additional fee to make up for the 7 EUR / night. Follow the instructions here.
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Save.
How to deactivate Screen & Protect?
If you want to deactivate Screen & Protect, contact
Note that reservations that have been included in the Screen & Protect will continue to be protected even though the service will not be active. Reservations inserted after the service deactivation will not be protected.