Submitting a review
Once your trip ends, you have 10 days to rate and review it. We’ll notify you that the review window is open and alert you when it’s about to close. Follow the link in the email, tap the notification, or go directly to the Trip details page to leave a rating and review. If you miss the 10-day window, you won’t be able to leave a review. We encourage you to rate and review every trip, especially if it stood out as extremely positive or negative.
Double check your star rating and your written review before you submit them. Once you do, you can’t change or remove them. If you submit a rating without a review, you can’t go back later and write a review — even if it’s within the 10-day window. If you give a guest a 1-, 2-, or 3-star rating, that guest won’t be able to book with you again. Reviews are double blind. That means neither you nor your guest can see what the other has written until you’ve both submitted your reviews or once the 10-day window has closed.
Seeing your reviews
You can see your reviews on your Profile page, in the “Reviews” section of the Host Hub, and on your vehicle listing pages. If your guest left a star rating but not a written review, we’ll publish that rating in the Host Hub only. If a guest says they reviewed your trip but you can’t find the review, it could be because they star-rated it only.
Responding to reviews
When you submit your review, we’ll let you know if your guest has submitted theirs. If they have, you can read and respond to it then. If your guest hasn’t yet submitted their review when you submit yours, you can check back later via the Reviews tab of the Host hub. Use Host hub access to respond to a guest’s written review (you can’t respond to a star rating) or to an automated cancellation review. You have up to 30 days after review publication to respond in a post that’s no more than 500 characters in length. You can respond to a single review only once, and once you submit your response, you can’t change or remove it. Use this opportunity to thank your guest and invite them to come back. Address any concerns your guest raised, and let them know you’ve heard their feedback. Be polite, professional, and empathetic. We’ll remove any responses that are disrespectful or inaccurate (see below). Responses are public, so anyone visiting Turo can read what you’ve written. We don’t display individual ratings that don’t include a written review on your public profile.
Removing a review
Turo believes feedback is essential to a strong marketplace. That means we allow you and your host to share your personal experience of a trip, and we generally won’t remove reviews:
- when you and your guest disagree about the events that occurred
- if you or your guest believes that the review is unfair
Regardless of circumstances, we insist that reviews be accurate and respectful, and we may remove reviews that:
- include profanity or vulgarity
- contain personally-identifying information such as addresses, phone numbers, or last names
- reflect booked trips that didn’t take place
- are incentivized by a promise for payment, extra services, or a discounted rate
- are motivated by a threat of extortion
- we confirm are left in retaliation to a host’s request for reimbursement