My guest wants to extend/shorten their trip. What do I do?
If a guest wants to change their trip’s scheduled start or end time, they must submit a trip change request via Turo for you to accept or reject. If a guest contacts you to change their trip time and you’re agreeable to the change, send them these instructions for submitting a trip change request. A trip change is only valid if your guest makes the request through Turo and you accept it.
If your vehicle is ready, you and your guest agree, and there are no issues at check-in, your guest can complete trip check-in in the app up to one hour before the scheduled trip start without submitting a trip change request. They can check out and return a vehicle up to three hours early without submitting a trip change request if you give your written consent in Turo messaging. Turo doesn’t charge or credit hosts or guests for early pickups or returns made through the app.
How much time do I have to respond to a request?
To accept or decline a request, open the “Trips” tab and choose “Activity” to view and respond to the request. If you have more than one car listed on Turo, you can filter your requests per vehicle in the Trips tab. How much time you have to respond to a request depends on how far in advance the guest submits it.
If a guest requests to extend a trip or shorten a trip :
- More than three hours in advance of the trip end, you’ll have 12 hours or until two hours before the original trip end time to respond, whichever comes first.
- Less than three hours in advance or the trip end, you’ll have 12 hours to respond
- Up to six hours after the trip ends, you’ll have until 12 hours after the trip end to respond
Do extended or shortened trips affect my earnings?
Accepting a new trip start or end time could change your earnings for the trip. Some things to note:
- If you accept a guest’s extension for an additional 3+, 7+, or 30+ days, we’ll apply the current, corresponding discount to the trip price* for the added days. Trip price is the sum of the daily price for each day that your vehicle is booked
- If you accept a guest’s request to shorten a trip for which they received a duration discount and the new length of the trip falls below the discount threshold, they may owe an additional amount. We’ll compute the new discount, if any, using the current discount in place at the time of their change request. If there’s a balance due, we’ll charge the guest and add the amount to your earnings.
- If you offer free delivery for longer trips, it won’t apply if your guest extends an in-progress trip.
Why can’t my guest extend their trip?
There are several reasons why your guest might be unable to extend their trip. They won’t be able to extend their trip if you don't respond to or don't accept the request, or your vehicle is unavailable for all or a portion of the extended time due to another booking, a buffer between trips, or a calendar block. If you’d like to accommodate the extension, update your vehicle’s availability and ask the guest to resubmit the request. Your guest won’t be able to submit a request if they have insufficient funds on their payment account. Whatever the case, if you don’t accept an active request to extend a trip via the Turo system, the guest must return the vehicle as scheduled or immediately if the scheduled end time has passed.