In the early days of Turo, the platform felt like a casual side hustle—a "budget" alternative to the big rental agencies. But as we move throughout the years, a lot has changed with the platform.

Guests aren't just looking for the cheapest wheels on the block; they are looking for a professional, seamless, and human experience.

Host etiquette is the invisible engine driving your five-star ratings and repeat bookings. While a clean car is the baseline, your behavior as a host determines whether a guest feels like a valued customer or a source of stress.

Exceptional hosts understand that they are in the hospitality business, not just the car rental business. Here is what modern renters truly want from you.

5 Things That Guests Want from Turo Hosts

1. Real Personalization

Most people choose Turo over a traditional agency because they want to avoid the cold environment of a corporate rental counter. They appreciate knowing there is a real person behind the car.

  • Personality in Messaging: Avoid sounding like a bot. Address the guest by their name. A quick message like "Hi Sarah, I hope you have an incredible trip to the coast!" goes a long way. It establishes rapport and makes the guest feel seen.
  • The Welcome Kit: Small gestures carry significant weight. Leaving a couple of unopened water bottles or a phone charging cable already plugged into the USB port costs very little but signals deep consideration for their comfort.
  • Listing Honesty: Nothing destroys a connection faster than a "catfish" listing. If your photos show a sunroof and a premium sound system, the car must have them. Listing accuracy is a core pillar of guest satisfaction.

2. Transparency and Proactive Updates

Guests hate uncertainty. They are often in a new city, tired from travel, and just want to reach their destination. Your job is to remove the guesswork.

  • The Pre-Trip Instructions: Send clear, concise instructions 24 hours before the trip. Don't make them hunt for the car in a massive airport garage. Use photos of the exact parking spot or the lockbox location.
  • Disclosure of "Quirks": Every car has its own personality. If the Bluetooth takes ten seconds to pair or the trunk latch is a bit sticky, let them know upfront. Guests are surprisingly forgiving of minor issues if they aren't surprised by them in the middle of a trip.
  • Fast Response Times: If a dashboard light pops up or the guest has a question about the toll pass, they need an answer quickly. You don't need to be on call 24/7, but checking your app every couple of hours is the mark of a pro.

3. Seamless Handoffs

The biggest complaint guests have about peer-to-peer car sharing is the "friction" of pick-up and drop-off. In a fast-paced world, convenience is the ultimate luxury.

  • Remote Pick-up (Contactless): Most guests prefer to just grab the keys and go so remote pick-up is literally a dream. Utilizing a secure lockbox or remote unlocking is the gold standard of modern etiquette. It respects the guest's schedule, especially when flights are delayed or plans change.
  • Flexibility on Returns: If a guest is running fifteen minutes late, don't immediately reach for the late fee button. If your schedule allows it, a message like, "No worries, Sarah! Stay safe on the road and just let me know when the car is back," will almost certainly secure a glowing review.

4. Professionalism with Fees and Damage

Etiquette extends to how you handle the "unpleasant" parts of the business. Guests are often terrified of "gotcha" fees.

  • Pick Your Battles: If the car comes back with a tiny bit of dust on the floor mats or is missing a half-gallon of gas, consider letting it go. Charging a $30 fee for five minutes of vacuuming is the fastest way to ensure that guest never returns.
  • The Partner Mindset: If minor damage occurs, be a partner, not an adversary. Speak to the guest first. Most people are honest and would rather pay you directly for a rim scuff than deal with a formal insurance claim and the administrative fees that come with it.

5. Respecting Privacy

While GPS trackers like Bouncie are vital for your security, using them to "babysit" the guest is a breach of trust.

  • Avoid Micromanaging: Do not message a guest because you saw they were at a specific restaurant or because they are five miles over the speed limit. Unless they are clearly joyriding (100+ MPH) or taking the car into a prohibited area (off-roading), let them enjoy their trip. Your job is to provide the car, not a chaperone.

Frequently Asked Questions

Q1: Should I ask for a five-star review?

It’s better to earn it than ask for it. Instead of asking for five stars, say: "I hope you had a 5-star experience! If there’s anything I could have done better, please let me know. Otherwise, I’d love to host you again!" This frames it as a quest for feedback rather than a request for a favor.

Q2: Is it okay to use an AirTag on the keys?

As of late 2025, Turo's privacy policies are very strict. Many hosts still use them for vehicle recovery, but you must disclose the presence of any tracking devices in your listing. Un-disclosed trackers can lead to account suspension.

Q3: How do I handle a guest who is being rude?

Stay professional and keep all communication within the Turo app. If a guest is being truly abusive, contact Turo support to handle the situation. Never engage in a back-and-forth argument; let your documentation and the platform's support team do the talking.

Q4: Do I need to clean the car to a "showroom" level every time?

Ideally, yes. Guests expect the car to be "sparkling clean." A car that smells like the previous guest's perfume or has crumbs in the seat cracks feels like a "used" car, which lowers the perceived value of the rental. Aim for that rental-car standard.

Q5: What’s the best way to handle airport delivery?

Communication is king. If you are meeting in person, tell them exactly what you are wearing and where you are standing. If you are doing a remote handoff, provide a map or a photo of the parking lot. The less they have to think, the better your rating will be.