Guests expect to receive the vehicle they booked, and we don’t allow hosts to swap vehicles without Turo’s consent. Doing so may void the vehicle protection coverage for the trip.
We understand that sometimes a booked vehicle may be unavailable because of damage, mechanical issues, or a late return. In cases such as these, contact support before giving the vehicle to your guest. For last-minute changes, we recommend canceling the trip and contacting support immediately after so we can do our best to help with the swap.
Changing trip times
If a guest wants to begin or end their trip earlier or later than scheduled, they must submit a change request in the Turo system. If a guest reaches out to you about changing the trip start or end time and you can accommodate that change, direct them to request a trip modification through the app or website. When they do, the system will notify you, and you can accept their request. You can read more about responding to trip modifications here.
If you give a guest your vehicle outside of the trip’s scheduled start time or informally agree to let them keep it longer, your protection plan and theirs may be voided. If anything were to happen to the car outside of the booked trip, neither party would be covered by Turo’s protection plans. For that reason, it’s essential that any trip modifications be made and accepted via the Turo system.
Early start in app
If you and your guest are following the in-app check-in process, you have the option to safely exchange the car a bit early if you’re both ready to go. Your guest will be able to check-in an hour before the trip is scheduled to start. And, if there are no issues, they can officially take responsibility for the car and activate the protection plan by sliding the toggle on the last screen. The check-in process in the app must be completed in order for this early exchange to be valid, and it can only accommodate an early trip start within an hour of the officially booked start time.