Hosting with Turo Go

Turo Go lets guests and hosts lock and unlock a vehicle through the Turo app. It lets you save time and boost your earnings by making your car available, even when you’re not. You can park at popular locations without worrying about managing in-person key exchanges. And you can see the location of your car before and after the trip, so you know it’s safe. Turo Go lets you track your car’s odometer reading and fuel level via the app. It uses your existing connected car software, so there’s no installation needed. 

Turo Go is available in the US in Los Angeles, San Diego, and the San Francisco Bay area. In Canada, it’s available in Alberta, British Columbia, Ontario, Nova Scotia, and Quebec. Turo Go is also available in the UK. Eligible hosts must use the Turo app to access Turo Go. Learn more about pricing, eligibility, and registration. And read the terms of the Turo Go program. 

Some processes, particularly those tied to guest check-in and checkout, are different for a Turo Go trip. Read the information below for instructions and guidelines that are specific to Turo Go. 

Turo Go trip check-in 

Parking

• Leave your car for your guest up to 12 hours before the trip starts. Park it somewhere it won’t be ticketed or towed during that time and up to 12 hours after a guest’s scheduled trip start. 
• Make sure your guest knows exactly where to find the car and how to access it. Guests may cancel their trip if your instructions are unclear or hard to follow. 
• Ensure the car is in an area where the guest can access it with cellular service. If you can’t lock it through the app when you leave it, chances are your guest won’t be able to access it.

Verifying the guest 

• We verify guests before Turo Go trips. But if anything in guest messaging makes you uncomfortable or seems off, contact us. 
• Contact us immediately if you think anyone other than your guest or their verified additional drivers plan to drive the car.

Taking pre-trip photos to document the car’s condition

• You’re not required to take pre-trip photos to be eligible for claims or reimbursement. It’s the guest’s responsibility to complete check in, and you can help by reminding them to do so. However, we do encourage you to take pre- and post-trip photos in case it’s necessary to prove damage on a trip or to escalate a reimbursement request. 
• You may be able to rely solely on post-trip photos taken within 24 hours of the end of a Turo Go trip to qualify for physical damage protection if all the following conditions are met:
  • the guest used the lock and unlock feature of Turo Go;
  • the host (or host’s designee) was not present at the trip start; and 
  • the guest did not take required pre-trip photos

Turo Go trip checkout 

Parking

• Be sure your guest has clear, detailed instructions on where to park the car or hand it off to you at the end of the trip.
• Guests are responsible for parking tickets or towing costs incurred up to 24 hours after a trip ends. If you direct guests to park in a spot where your vehicle is at risk of being ticketed or towed, you’ll be responsible for those costs. 

Checking the car

• Check on the vehicle between trips to make sure it’s clean, well maintained and free of parking tickets. 
• Check and test the Turo Go hardware device (if applicable) to make sure it wasn’t knocked loose during the trip. If it comes loose, we may cancel the next trip. 
• Check your Turo Go host controls page to make sure your device is still in sync.

Taking post-trip photos to document the car’s condition. 

• You must take photos after every trip. Plan to take photos no more than 24 hours after a trip ends OR before the car’s next trip begins — whichever comes first. If you don’t, you may ineligible for physical damage reimbursement under your protection plan. You may also be unable to collect payment for some reimbursement invoices.

You can avoid or manage some issues by following these guidelines and instructions: 

• Never unlock your car during a Turo Go trip. If the guest contacts you about an issue unlocking the car, direct them to contact Customer Support. 
• Don’t list your Turo Go car more than once on the platform. Not only does Turo prohibit this practice, but if you do, it could lead to your car being double booked. Double booking can cause the technology to malfunction and lead to cancellations and penalties. 
• Give guests 12 hours from the trip start time to check in. Take the steps described in this article on guest no-shows to contact your guest and then contact Turo to report a no-show and have us cancel the trip. 

Troubleshooting issues with Turo Go 

If you’re having trouble accessing your car via the Turo app, take some basic troubleshooting measures by checking that:  

• your car’s battery is in good condition
• you’ve tried closing and restarting the Turo app
• you’ve downloaded the latest version of the app

If the basic troubleshooting measure above have failed and you have a Turo Go hardware divide installed, make sure:

• the Turo Go device is securely plugged in to your car’s OBD port, if you have Turo Go Hardware
• you’re within 15 feet of the car and have Bluetooth enabled
• you’ve tried turning Bluetooth off and back on again
• you’ve tried closing and restarting the Turo app
• you’ve downloaded the latest version of the app

If you still can’t connect, it may mean Turo Go is having trouble accessing your vehicle. Open the Turo Go tab, check for one of the status messages listed below, and follow the instructions given there. Note: Once you’ve resolved the issue, it can take up to two hours to see the updates reflected in your account.Your vehicle may display one of the following statuses:

• Authentication Failure - If you updated your credentials with your OEM, you’ll need to also update your credentials in your Turo account. You can do this in the Turo Go tab by clicking the "Resolve" button.
• Connection Failure - If your subscription for your OEM connected car account expires or you don’t have an updated payment method, then Turo Go will be paused on your car. You’ll need to update your OEM connected car package. Once you open the Turo Go tab, click the "Resolve" button or navigate to your OEM connected car account directly.
• Access error - Certain makes and models may have issues if the vehicle hasn’t been started in more than 14 days or if you’ve updated the vehicle’s remote access permissions. You can resolve this issue by starting your car or changing the remote access permission.