Accepting or declining requests to book or change a trip
We’ll message you via text, email, and/or the app when a guest requests to book a trip or to change a trip they’ve already booked with you. If your vehicle is listed as “Book Instantly,” the system will automatically accept booking requests for you. Otherwise, you must accept or decline booking requests and all requests to change a trip. Before you accept a trip request, you can message the guest and ask about their travel plans. You can also view their profile, which may include personal information, the number of trips they’ve taken, and reviews from other hosts.
Guests must submit a request to extend or shorten their trip, to add Extras, to add or remove delivery, or to change a delivery location. Verbal agreements or arrangements made in Turo messaging regarding trip changes don’t count. Guests must submit their request via the Turo system, and you must approve it there. Otherwise, you won’t be paid for the change, and your protection plan may not be active.
To accept or decline a request, open the “Trips” tab and choose “Activity” to view a booking or trip change request. If you have more than one car listed on Turo, you can filter your requests per vehicle in the “Trips” tab.
The amount of time you have to respond to requests depends on how far in advance a guest makes the request. If you don’t accept or decline the request within the given timeframe, the request will expire and the system won’t book or change the trip.
- Requests made more than 10 hours in advance expire in eight hours.
- Requests made 4 to 10 hours in advance for new trips or changes to booked trips expire 2 hours before the trip starts. Requests to change an in-progress trip expire 2 hours before the original trip end time or the new request time, whichever is earlier.
- Requests made 1 to 4 hours in advance for new trips or changes to booked trips expire in half their lead time. For example, you have an hour and a half to accept or decline a request for a trip to start in 3 hours. Requests to change in-progress trips expire 2 hours before the original trip end time or the new request time, whichever is earlier.
- Requests made less than 1 hour in advance for new trips are possible only if your vehicle is set to“Book Instantly.” Requests to change in-progress trips expire after 1 hour or at the original trip end time, whichever is earlier.
Understanding price adjustments
If you accept a request to shorten a trip, you agree to any modified trip earnings that may result. Delivery discounts for longer trips aren’t usually affected by extending or shortening a trip. If a guest paid for delivery and they extend their trip to the threshold you’ve set for free delivery, we won’t refund any portion of their delivery fee. However, if your guest originally met your threshold for free delivery and they shorten the trip below that threshold, we won’t charge them your delivery fee.