How has COVID-19 changed the way Turo operates?
As of June 1, 2020, we require hosts* to follow Turo’s Cleaning and disinfection policy. This policy offers guidelines for cleaning and disinfecting your vehicle and stipulates that guests can cancel their trip free of charge and without documentation, if upon inspecting the vehicle they’re concerned that it hasn’t been cleaned and disinfected. If you’re a guest, please read COVID-19 practices and FAQs | Guests.
To help educate you about COVID-19 and how best to clean and disinfect your vehicle, Turo has created a training module. Read more about host training below. Hosts who are unwilling or unable to adhere to the Cleaning and disinfection policy should snooze or unlist their vehicles. If you cancel a trip because your vehicle doesn’t meet cleaning and disinfection standards, we’ll charge you a fee as per Turo’s Cancellation policy. Repeated cancellations will negatively impact host metrics.
Are there any geographic restrictions that impact Turo?
Hawaii’s “Safe Travels” program allows car rentals and car sharing only to visitors who are not subject to quarantine. To comply with this restriction, Turo requires you to ask guests to show you a QR code from their “Safe Travels Hawaii” account at the time of remote check-in or in-person vehicle pickup. Do not give your vehicle or allow vehicle access to a guest who does not present this code. If you must cancel a trip because a guest has failed to provide the necessary QR code, you can do so without penalty or metric impact by calling Turo at 415-849-3398 and pressing 1. Hosts who fail to honor this restriction may be subject to penalties, as imposed by the government. For more information, refer to the Hawaii Safe Travels website.
What’s Turo doing to support and educate hosts?
We’ve created an in-app host training course to give you disinfection information and instructions compiled from the EPA, CDC, WHO, and car detailing experts. You can access the training on your Vehicles page and move through the course at your own pace – it should take about 15 minutes to complete. Or follow this link to be taken to the training course.
Hosts who successfully complete the training will receive a badge on their profile page and on all active vehicle listings. The badge lets guests know that you’re educated about best practices for disinfecting your car to keep them safe. We’ll also allow you to update your buffer times between trip bookings. We’ll apply a badge and unlock buffer time settings in Trip preferences as soon as you finish the training course. Hosts who don’t complete the training or who list a vehicle after July 31, 2020 will be auto-set to a 72 hour trip buffer time until they’ve completed the course.
What can I do to get more trip requests?
There are several things you can do to increase guest convenience and confidence. We recommend the following:
- Adjust your advance notice settings to accept short lead time bookings (<1 day).
- Adjust your minimum trip length settings to accept shorter trips.
- Enable Book Instantly.
- Facilitate remote key hand-offs by enabling Turo Go digital (Los Angeles and San Diego only; nationwide coming soon) or offering contactless check-in and checkout.
- Be proactive about your health by washing your hands often, practicing physical distancing, and covering coughs and sneezes. If you’re scheduled to meet a guest but feel under the weather, stay home and consider having your custodian/co-host go for you.
What are my options for reducing contact with guests?
We strongly encourage eligible hosts to enable Turo Go digital. Turo Go digital pairs with a vehicle’s smartphone app. You won’t need any additional hardware or installation. If your car is eligible, just sign up and turn it on. Learn more about Turo Go eligibility and registration. If you don’t have access to Turo Go, we recommend using a lockbox for a remote key handoff. See our contactless check-in guide for a list of preferred lockbox products and best use practices as well as guest verification guidelines.
What if a guest has an expired license due to COVID-19-related closures of motor vehicle departments?
If a guest’s driver’s license has expired, don’t immediately cancel the trip. The expiration may be due to COVID-19 closures at the motor vehicle department in your guest’s state or territory and an extension may be in place. Check the motor vehicle department website for your state to verify whether your guest’s expired license is still valid. If the guest is from out-of-state, follow the guidelines posted for your area. Canadian provinces are providing automatic extensions for expired licenses, so hosts in Canada should not cancel a trip if a guest presents an expired license. See the chart below for links to motor vehicle department websites where you can find information about driver’s license renewal extensions due to COVID-19.
As always, it’s your responsibility to verify your guest’s license information. If you have questions about a guest’s license or identity, contact us. English-speaking hosts in the US and Canada can chat with a Verification agent. French-speaking hosts in Canada can call 1-888-391-0460.
What happens if a guest can’t return a car due to a change in government policy or other COVID-19 related reason?
Please contact our customer support team at 415-965-4525. Press option 1 for roadside assistance if a guest is unable to return a car for a reason related to COVID-19. We’ll do everything in our power to ensure that you’re supported if a guest can’t return a car.
Has Turo adjusted the criteria for All-Star Host or Power Host status in light of COVID-19?
In the first half of 2020, Turo did waive the earnings threshold in determining Power Host status. Since then, we’ve continued to assess the criteria for these status levels and have determined that no adjustments are necessary. We continue to evaluate host metrics and behavior from the previous 365 days to determine Power Host and All-Star Host status quarterly.
Has there been change in support offered by Turo?
Read about the different ways to contact Turo.