What to do if your guest is running late
If your guest is running late:
- Try to contact them.
- If you haven’t already, use Turo messaging to tell your guest to extend their trip.
- If your vehicle isn’t available for an extension, let them know.
- Ask them why they’re late and when you can expect your car back.
- Try emailing and calling them, too. Give them 30 minutes to get back to you.
- Turo also offers limited help to Commercial Hosts.
How to report a late return and request reimbursement
To report a late return and charge your guest for their additional usage:
- Wait at least 30 minutes after the trip ends and no more than 24 hours after the scheduled end to file your report.
- Make sure you’ve notified your guest via Turo messaging that the vehicle is late and you plan to charge them.
- Turo can’t honor your reimbursement request unless you’ve taken this step.
- Contact us by tapping the “Get Help” prompt at the bottom of the Help Center screen.
- Select the option “Trip issue.”
- Then select “Late return or missing car.”
- This will direct your request to the right team.
- Don’t worry about protection.
- Your vehicle’s protection remains active as long as you report the late return within 24 hours of the trip’s scheduled end.