We know you’re eager to hear from your host when you have questions about your booked trip. Quick communication sets the tone for a great trip! Here are some helpful tips for being in touch.
Why isn’t my host answering my messages?
We ask hosts to respond to guests as fast as they can. Many hosts list their car on Turo as a part-time venture. That means it may take them a bit longer to respond because of other demands on their time. Other hosts may have more than one vehicle listed, so their response may be delayed because they’re helping other guests.
Is your question about a trip that’s a week or more away? Your host may feel that there’s plenty of time to answer you. They may also be answering questions from guests whose trips are starting soon and plan to get back to you after that.
If the answer to your question can be found in the host’s vehicle listing, they may also be slow to reply. Be sure to check the vehicle listing too. The information you need may be there!
What’s the best way to reach my host?
Start by messaging your host via the Turo app. If they don’t answer, try texting or calling. You can see your host’s phone number in your booked trip’s Details section.
Reach out in multiple ways to increase the chances of getting a response. However, it’s best to try to keep contact via Turo messaging for your safety. Don’t text or call except as a last resort!
How long should I wait to hear from my host?
Give your host a day or two. Give them a little longer (at least three days) if your trip is more than a week away. Hosts also have a set amount of time to respond to formal requests made through Turo to extend or shorten a trip.
Can I cancel my trip?
If you’ve given your host ample time to respond and have not heard back, you may cancel your trip. To do so, contact Turo support. The support agent will first try to reach the host. If the host does not respond to the agent within a set period of time, we will cancel the trip for you at no charge. Remember, you must give your host time before canceling if you want to be refunded.
If you’re not able to wait for a support agent to cancel the trip for you, be sure to choose this as the reason: “My host is not responding.” When you do, an agent will be alerted and will contact you within 48 hours. Your refund will take longer if you cancel the trip instead of contacting the support team, but we understand if you need to get on the road!