Smily Protect : Damage Protection

Summary : 

• Feature objective
• Eligibility
• Enabling Smily Protect
• What the included Damage Protection covers
• Limitations, exclusions & important rules
• Claims process
• FAQ (common questions)
• Key takeaways

1- Feature objective

Smily Protect is a service package that includes a Damage Protection designed to cover owners against damages caused by travelers and a professional listing audit to improve your listings conversion.

Damage Protection aims to reduce disputes, simplify incident management, and secure owners’ revenue.

2-Eligibility

2.1 Covered countries

Damage Protection is available in many European countries, including: France (including overseas territories), Germany, Austria, Belgium, Spain, Italy, Portugal, the Netherlands, etc., as well as Iceland, Norway, Liechtenstein, and Monaco.

2.2 Activation requirements

To be eligible, you must have:

• a property published in Smily,
• Smily Protect enabled on the property.

2.3 Excluded property types

Some properties are not covered, for example: castles, listed/protected buildings, mobile homes, caravans, boats, tents, yurts, cabins, floating homes, or structures not anchored to solid masonry foundations.

3- Enabling Smily Protect

3.1 Billing principles

• Smily Protect is billed as an annual flat fee.
• Paid by credit card when selecting/enabling the package in Smily.
• The package renews automatically each year on the activation date.

Pricing: check your pricing and your profit thanks to this calculator

3.2 Deactivation and renewal

• To avoid automatic renewal: disable at least 2 months before the renewal date.
• IMPORTANT: there is no pro-rated refund if you decide to stop during the year.

3.3 End of coverage

Coverage ends automatically if:

• the Smily account is deactivated,
• the property is deactivated.

4- What Damage Protection covers

This section summarizes the coverage. For contractual details, refer to the official coverage document.

4.1 Accidental physical damage (furniture & items)

Covers accidental physical damage to:

• furniture, appliances, equipment,
• valuables (defined as ≥ €3,000),
• sports equipment.

Limits:

• overall cap: €50,000 / year
• sub-limit for valuables & sports equipment: €5,000 / claim
• deductible: €0

4.2 Exceptional cleaning

Covers exceptional cleaning requiring external professional services.

• Limit: €500 / claim
• Maximum: 2 claims / year
• deductible: €30

4.3 Pest remediation

Covers, among others: bed bugs, rodents, fleas, cockroaches, wasps, etc.

• Limit: €1,000 / claim
• Maximum: 3 claims / year
• deductible: €0

4.4 Loss of revenue

Covers loss of revenue if the property becomes uninhabitable due to covered damage or pests.

• Limit: €5,000 / year
• Maximum: 14 nights / claim

5- Limitations, exclusions & important rules

5.1 Common exclusions

Not covered:

• normal wear and tear, lack of maintenance, negligence,
• parties / festive events,
• theft and vandalism,
• purely cosmetic damage that does not prevent proper use/functioning,
• items with a purchase value of < €100.

IMPORTANT: the damage must occur during a rental stay.

5.2 Time limits and claim-handling rules

• Waiting period: 15 days after activation and payment.
• Minimum time between two claims: 60 days.
• Claim reporting deadline: within 5 business days after the moment the property manager (PM) becomes aware of the damage (in good faith).

5.3 Wear / depreciation

For items older than 5 years, depreciation applies (e.g., 12%/year for appliances/electronics, 6%/year for furniture).

5.4 Required supporting documents

Proof is essential (photos, purchase invoices, repair/replacement quotes and/or invoices, etc.).

6- Claims process

6.1 Who receives the payout?

The owner (beneficiary) is paid directly by our partner, generally within 7 business days after the claim file is approved.

6.2 How to submit a claim

The PM submits the claim via a form accessible in Smily, including:

• photos,
• description of the incident,
• supporting documents (invoices, quotes, repair/replacement invoices),
• owner identification details (name, date of birth, address).

An example form is available (for guidance only): https://declare.neat.eu/dommage-smily?lang=en

6.3 Claim best practices

• Submit the claim as soon as possible (do not wait until multiple interventions are completed).
• Attach “before/after” photos if available.
• Be precise about dates (impacted stay, date discovered, date of intervention).
• Consolidate all documents to speed up the decision.

7- FAQ (common questions)

What exactly does the protection cover?

Furniture and “movable” equipment inside the property (furniture, appliances, TV, internet router…), damaged during a stay and impacting usage. Purely cosmetic damage is excluded.

If several items are damaged during the same stay, are they all reimbursed?

Yes, as long as the claim file is approved and each item remains under €3,000 (otherwise it becomes a “valuable” with a sub-limit).

What if an item is worth more than €3,000 (e.g., a €6,000 sofa)?

It is considered a valuable: reimbursement is capped at €5,000 / claim for this category.

Are pools (liners), jacuzzis, synthetic grass, walls covered?

No, these are excluded (structural elements or outdoor installations).

8- Key takeaways

• Coverage mainly targets traveler-caused damage to furniture/equipment, exceptional cleaning, pest remediation, and certain loss of revenue.
• Meet the deadlines: 15-day waiting period, submit within 5 business days, 60 days between claims.
• The owner is paid directly by our partner once the claim file is approved.
• A complete file (photos + invoices) significantly speeds up processing.