My guest wants to extend/shorten their trip. What do I do?
If a guest wants to change the time their trip’s scheduled start or end time, they must submit a change request via Turo. If a guest contacts you to change their trip time and you can do so, send them these instructions for changing trip length. If you let your guest check in early or keep the car longer without having approved the request via Turo, it may void all protection plans. That’s why it’s essential that your guest makes and you accept any trip changes via the Turo system. 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.
If you and your guest are following the in-app check-in process, you can safely exchange the car one hour early — and no earlier — without processing a trip change request. If you both agree to the early start and there are no issues at check-in, your guest can take responsibility for the car and activate the protection plan by sliding the toggle on the last screen. The check-in process in the app must be completed in order for this early exchange to be valid.
How much time do I have to respond to a request?
Once a guest submits a time change request, we’ll notify you, and you can accept or decline it. If you do neither, the request will expire, and we’ll make no change to the trip in our system. How long you have to respond to a request depends on how far in advance the guest submits it.
- 4–10 hours in advance of the trip end: request expires two hours before the original trip end time or the new request time, whichever is earlier.
- 1-4 hours in advance of the trip end: request expires at half the lead time before the original trip end time or the new request time, whichever is earlier. For example, a request received 3 hours in advance of the trip end time expires in an hour and a half.
- Less than 1 hour in advance of the trip end: request expires by the original trip end time.
Do extended or shortened trips affect my earnings?
Approving a new trip start or end time could change your earnings for the trip. Some things to note:
- If you approve a guest extension for an additional 3+, 7+, or 30+ days, we’ll apply the current, corresponding discount to the trip price* for the added days.
- If you approve a guest’s request to shorten a trip for which they received a duration discount and the trip then 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.
*Trip price is the sum of the daily price for each day that your vehicle is booked.
Why can’t my guest extend their trip?
If your guest isn’t able to extend their trip, it’s likely due to one of these reasons:
- They have insufficient funds
- You agreed informally to the extension but didn’t approve it in the Turo system
- The vehicle is unavailable because another guest has a booked trip with a start time that conflicts with the extension