How to use Turo messaging
Use Turo messaging to ask questions about your host’s vehicle and policies, to get directions and instructions for pick-up and drop off, and to discuss any issues that come up during a trip. While you can message your host to discuss extending, shortening, or otherwise changing your trip, you must make those changes on Turo. If you don’t, Turo will have no record of the change and may charge you a related fee.
All communication between you and your host should take place in Turo messaging. This creates a record that Support agents can use to settle any disputes, should they arise. Communication must be respectful as per Turo’s Community guidelines. Violations could result in removal from the platform.
Messaging your host before booking a trip
You must submit a booking request or have a booked trip before you can contact a host. If your decision to book a trip depends on an answer to a question you have, carefully check the vehicle listing since the information you need may be there. If you can’t find the answer there, submit a trip booking request and follow up with a message to the host. Ask them to answer your question before accepting your request. To contact a host via Turo messaging, log onto Turo, open the Trips tab, and choose the booked trip you have a question about. Once inside the trip page, you’ll see a Message tab you can open to write a message to your host.
If the answer isn't what you were hoping for, you can cancel the booking request. Because the host didn’t accept, your account wasn’t charged. If the host did accept your request before answering the question, cancel the trip immediately to receive a full refund. Hosts have between 30 minutes to 8 hours to respond to a trip request, depending on the amount of lead time. To cancel your trip, log on to Turo and open the Trips tab. Choose the booked trip you want to cancel. Tap the “Change trip” button in the middle of the screen and choose the option to cancel.
If you choose a “Book instantly” vehicle, your trip request is automatically accepted. You can still message your host and cancel if their answer to your question isn’t what you hoped. “Book instantly” trips aren’t charged to your account until 40 hours after you book.
Canceling a booked trip if a host is unresponsive
If you’ve messaged your host with questions about a trip you’ve booked with them, give them ample time to respond. If you don’t get a response, try calling them. Their phone number is shown in “Trip details.” If they still don’t respond, you can cancel the trip at no penalty to you by contacting support.turo.com. If you’re unable to wait for a support agent to cancel your trip, you can cancel yourself, but it’ll take longer to receive your refund. To cancel your trip, log on to Turo, choose “Booked” from the Trips menu, and select “Change trip.” Choose the cancellation reason “My host is not responding,” and a support agent will contact you within 48 hours.