A breakdown on the side of a highway is a stressful moment for any traveler, but for a Turo host, it’s a moment that can make or break your reputation.

When a guest calls saying the car won't start or a tire has blown, the clock starts ticking. Your response in those first few minutes determines whether you’ll face a massive towing bill and a one-star review, or a manageable situation and a grateful guest.

Handling roadside emergencies efficiently is a skill that separates hobbyist hosts from professional fleet operators. By preparing for the inevitable, you keep your guests safe and your assets protected.

How Turo Roadside Works

Turo provides its own roadside assistance through a partnership with specialized dispatchers. This service is available 24/7 for guests and hosts, covering jump-starts, tire changes, fuel delivery, and towing.

When a guest reports an issue through the app, Turo’s roadside team takes over the logistics. They coordinate the tow truck and communicate with the guest. Your primary job is to stay informed and plan for where that car is going.

If the car is towed, Turo typically covers the dispatch cost, but you may be responsible for specific fees based on the cause. If the tow is due to a maintenance failure or wear and tear, Turo often charges a $350 roadside service fee plus a potential $100 violation fee. This makes preventive maintenance your best financial defense.

The Three-Step Plan

When an emergency text hits your phone, follow this workflow to maintain control.

1. Safety First

Before discussing the car, make sure the guest is out of harm's way. Ask if they are in a well-lit area and away from active traffic. If they are on a dangerous shoulder, instruct them to stay inside the vehicle with hazard lights on or move behind a guardrail. Showing genuine concern for their well-being helps de-escalate the frustration of a ruined trip.

If the guest is in a remote area or feels unsafe, encourage them to call emergency services before calling roadside assistance. Your role is to be a steady voice of reason during a chaotic moment.

2. Simple Troubleshooting

Many emergencies are actually simple misunderstandings. Before calling a tow truck, ask about these common issues:

  • The "Key Not Detected" Fix: Is the key fob near a cell phone or a magnet? Interference sometimes blocks the signal.
  • The Steering Lock: Is the steering wheel locked tight? Ask them to wiggle the wheel while turning the ignition.
  • The Neutral Start: If the car won't crank, ask them to shift into Neutral and try again. The "Park" sensor sometimes gets finicky.
  • The Battery Drain: Did they leave an interior light on? A simple jump-start is much faster than a tow.1

Take the time to walk them through these steps over the phone. A five-minute conversation could save you hundreds of dollars in towing fees and hours of lost vehicle time.

3. Calling for Help

If troubleshooting fails, instruct the guest to call +1 (415) 965-4525 or use the contact button in their Turo app. This links the incident to the specific trip, which is vital for insurance and reimbursement purposes. Do not make your own arrangements if you want Turo to cover the dispatch costs; they typically won't reimburse for outside tow companies hired privately.

The Emergency Toolkit

Relying solely on Turo's roadside team is a gamble. Smart hosts build their own safety net to get cars back on the road faster.

The In-Car Kit

Every car in your fleet should have a small bin in the trunk containing:

  • Portable Jump Starter: A lithium-ion jump pack (like a NOCO) is foolproof and allows guests to help themselves without needing another car.
  • High-Visibility Vest and Flashlight: These keep your guests safe while they wait for help.
  • Physical Trip Information: Place a copy of the insurance, registration, and Turo incident card in a bright folder in the glovebox.

The Spare Key Strategy

If a guest loses a key or locks it inside, Turo’s roadside service might take hours to arrive with a locksmith. If you have a spare key and live nearby, driving it to the guest yourself is often the fastest way to save the trip. Having a spare key hidden in a very secure, magnetic box under the frame can be a lifesaver in lockout situations. This small investment prevents the car from being towed and keeps the guest on their schedule.

Refunds and Reviews

A breakdown usually means the guest’s plans are delayed or canceled. How you handle the money side of things will dictate your review.

Here what you can do:

  • Proactive Refunding: If the car broke down due to a mechanical failure like an alternator or water pump, offer to refund the days the car was unusable before the guest even asks. This shows integrity and often prevents a negative review.
  • The Replacement Car: If you have other vehicles available, offering a "swap" is the best way to keep the guest happy and keep the revenue from the trip.
  • Evidence for Reimbursement: If the breakdown was caused by guest negligence—like running out of gas or leaving lights on—make sure the tow driver notes the cause on the receipt. You will need this evidence to fight any fees Turo tries to pass on to you.

Remember that a guest who feels cared for is far more likely to forgive a mechanical hiccup. Transparent communication is your most powerful tool for damage control.

Managing the Vehicle Recovery

Once the car is on a tow truck, your work isn't done. You need to know exactly where it is going.

The Repair Shop Choice

Turo roadside will typically tow the car to the "nearest" facility within 15 miles. If you have a preferred mechanic, you may need to pay an over-mileage fee to get the car there. Getting the car to a shop you trust is usually worth the extra cost, as it ensures a faster turnaround and honest pricing.

Inspecting the Vehicle

As soon as the car reaches the shop, go there and inspect it. Tow trucks can sometimes cause minor damage to bumpers or undercarriages during the hook-up process.2 Document the car's condition immediately upon arrival to differentiate between the original breakdown cause and any potential towing damage.

Preparation is Profit

Emergency roadside situations are part of the cost of doing business on Turo. While you can't prevent every flat tire or dead battery, you can control your readiness. A host who stays calm, follows the protocol, and has the right tools in the trunk will turn a potential disaster into a minor speed bump.

Long-term success on the platform requires a shift in mindset. Instead of viewing a breakdown as a failure, view it as a test of your customer service. The guests who remember you most are often those you helped out of a tough spot.