What if my host doesn’t show up for the trip?
If you arrive to pick up the car and your host or the vehicle isn’t there, take these steps:
- Double check the address. Open your Details page for your trip and confirm that you’re at the right location. Check Turo messages to see if your host sent you any additional information about the vehicle’s location.
- Double check the time. If you arrived early or on time, you must give your host a courtesy window of 30 minutes past the scheduled trip start time to arrive. Your host must also give you a 30-minute courtesy window to arrive. If you’ve showed up more than 30 minutes late for the start of the trip and didn’t let your host know of the delay, they may have canceled the trip.
- Try contacting your host. Send a message to your host via Turo. Open the Trips tab and choose your trip from the list of Booked trips. Tap “Message” to contact your host. If you get no response then try texting or calling them. We display the host’s phone number on the Details page of the trip.
If you’re unable to reach your host and you’ve waited 30 minutes past the trip start time, call customer support. In the US, call 415-963-4109. In Canada, call 1 888 391 0460. In the UK, call 44 808 164 1454.
We’ll cancel the trip penalty-free and help you find a new vehicle. If we can’t or you prefer not to rebook, we’ll refund you in full. Banks typically issue credit card refunds in 3-5 business days. They typically issue debit card refunds (including Revolut) in 10 business days. Apple Pay and Google Pay may take up to 30 days to issue your refund.