Removing Valet from a trip
You can add or remove Valet at any time before the start of the trip if you prefer to meet your guest in person for the key handoff. We’ll email you and your guest a notification whenever you add or remove Valet from a trip. We ask that you also notify your guest how you plan on meeting them for the key handoff so that they are aware of any updates. This will ensure that they don’t arrive at the Valet lot unexpectedly.
Add or remove Valet under Trip details (web) or under the “Valet” tab in the Turo app.
Running late and no-shows
If you’re planning to drop off your car to our lot close to the trip start time and are running late, please call so we know when to expect you. Remember that your guest is also counting on you to deliver your car by the trip start time, so please make sure to update them as well. We’ll do our best to ensure that your guest is comfortable while they await your arrival.
If you don’t show up for your Valet reservation and we’re unable to get a hold of you, Turo reserves the right to cancel the trip and provide the guest with a full refund. You may be charged a no-show fee of $150.
Guests are required to return your vehicle at the scheduled end time of the trip and to inform you if they’re running late. You should be in touch with your guest to ensure that your vehicle has been returned to the Valet lot at the end of the trip. The Turo Valet attendant will email you a copy of the vehicle documentation to confirm that your vehicle has been returned and is ready for pickup. If you haven’t heard from your guest or if you haven’t received the vehicle documentation within 30 minutes after the trip has ended, please contact the Turo Valet lot for further assistance. We encourage you to first contact your guest to see why they’re late and when you can expect your car back. And don’t worry — while the guest’s insurance and protection may be impacted because of the late return, your protections as a host remain unaffected if you’ve selected a Turo protection plan. Turo will offer only limited assistance to hosts who’ve declined a Turo protection plan and have opted to provide their own commercial rental liability insurance to guests instead.
Pre-trip vehicle issues
The Valet attendant will complete a walk-around of your car to confirm that it’s ready to hand off to your guest. We’ll notify you if the Valet attendant identifies any apparent issues that may be of concern for your guest (e.g. a dash warning light is on, an electrical/mechanical issue is identified, the vehicle has excessive cosmetic damage, tires are bald, etc.). You’ll have an opportunity to take your vehicle and fix any outstanding issues before the start of the trip. If you’re unable to resolve the issue(s) before the start of the trip, Turo reserves the right to cancel the trip and provide the guest with a full refund. We may also restrict your vehicle until you’re able to provide a mechanic’s report showing that the issue has been resolved.
If the Valet attendant or your guest identify any general items of concern (e.g. car is advertised as convertible when it’s not, vehicle listing displays features such as a GPS or manual transmission that aren’t included or standard to the car, etc), Turo reserves the right to update your vehicle listing with the appropriate details so that future guests have the most up-to-date information. Turo also reserves the right to cancel the trip and provide the guest with a full refund.
You must review all vehicle documentation provided by the Turo Valet attendant and report any new damage to Turo within 24 hours of the end of the trip in order for it to be eligible for consideration as a claim*. Use the claims tool and provide as many details as possible. Photos of the damage (measured with a ruler) and video are helpful and may expedite the claims process.
After you file a claim, a Turo claims specialist will contact you within one business day. You can read more about the claims process here.
* If you’re providing your car as a Commercial Host, you waive the option to file any claim through Turo claims. You’re solely responsible for the maintenance and repair of your vehicle, regardless of fault.