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. 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.
- 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 the no-show and give them 15 minutes to respond. If you don’t hear from your guest, report them as a no-show. If your guest responds but you aren’t able to wait for them, you may report the no-show after the 15 minute window. If you report a guest no-show without contacting your guest via Turo messaging, we’ll still process cancellation but won’t pay you any percent of the 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.
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.