Reporting a guest no-show
You must report all no-shows within 72 hours of the trip start. Review the guidelines below before you report the following to customer support as a guest no-show.
- If a guest doesn’t cancel and doesn't show up for the trip, reach out via Turo messaging. Tell them you plan to report them as a “no-show.” Let them know if you’re able to wait and for how long and give them 15 minutes to respond.
- If you don’t hear from your guest within 15 minutes, you may report them as a no-show no earlier than 30 minutes after the scheduled trip start time.
- If your guest responds but you can’t wait for them, you may report the no-show after the full 15 minutes has passed but no earlier than 30 minutes after the scheduled trip start.
- If you report a guest no-show 30 minutes after the scheduled trip start time without having first contacted your guest via Turo messaging and giving them 15 minutes to respond, we’ll process cancellation but won’t pay you any trip earnings.
- If a guest books a trip in a Turo Go car, doesn’t cancel, and doesn't show up within 12 hours of the trip’s scheduled start time, report the no-show.
- If a guest shows up to a trip with no license or with an invalid license, report it as a guest no-show.
- If the primary guest sends an approved or unapproved additional driver to pick up the vehicle, report it as a guest no-show.
To report a guest no-show: In the US, call 415-849-3398 and press 1. In Canada, call 1-888-391-0460. In the UK, call 44-808-164-1454.
Getting paid for a guest no-show
If your guest is a no show, and you report it within 72 hours of the trip start, we’ll pay you partial earnings based on the trip length. If the booked trip is for two days or less, we’ll pay your share of 75% of 1 day's average trip cost plus 50% of any delivery fee. If the booked trip is for more than two days, we’ll pay your share of two days average trip cost plus 50% of any delivery fee. If you fail to report a guest no-show, you won’t receive any earnings for the trip. Exceptions to host earnings amounts may apply in the event of a flight delay or flight cancellation, safety issues tied to vehicle cleanliness, or other extenuating circumstances.