Reporting guests who violate cleaning policy
You have up to 72 hours after a trip ends to report an eligible cleaning issue in the app and charge your guest a cleaning violation fee.
You should expect a guest to return the car in a condition that reflects the dirtiness that comes from normal use, weather conditions, and trip location. An eligible cleaning issue is one that only could have resulted from irresponsible or abusive behavior. Before you decide to charge for cleaning, refer to Turo’s Cleaning and disinfection policy for hosts for full information.
If the evidence supports an eligible cleaning issue, we’ll charge the guest a $150 violation fee, add those funds to your host earnings, and may, at our discretion, remove the guest from Turo.
Submitting a cleaning issue report
To report a cleaning issue, log onto the Turo app and follow these steps:
- Choose the trip that has a cleaning issue.
- Open the trip Details page and tap the "Report Issue" button.
- Choose “Cleaning violation.”
- Tap “Add photos” to upload photos or take new photos.
- You'll need pre- and post-trip photos taken no more than 24 hours before the trip started and 24 hours after the trip ended.
- Turo Go hosts can attach post-trip photos only.
- You must supply sufficient evidence for Turo to charge a violation fee and remove the guest.
- Write a message to Customer Support (optional).
- Tap “Report issue” and “Confirm” your report.
- Allow Turo’s Customer Support 48 hours to review the issue and notify you of the outcome or review the issue status in the My Tickets dropdown in the Help Center.
*Values are in CA$ for Canada, £ for the UK, and US$ for the United States and all other countries.