With Turo hosting, your time is quite literally your money. Your business relies on a tight schedule: a car comes back, you clean it, you photograph it, and it goes back out.

When a guest doesn't show up for a pickup or fails to return the car on time, it does more than just annoy you—it creates a ripple effect that can ruin your next booking and your reputation.

Dealing with these logistical hiccups requires a balance of professional firmness and human empathy. Here is the step-by-step guide to managing no-shows and late returns while protecting your schedule and your earnings.

The "Ghost" Guest: Handling No-Shows

A no-show occurs when a guest hasn't arrived or messaged you within a specific window of the scheduled start time. For trips in the US, this window is two hours; outside the US, it is 30 minutes.

The Immediate Response If the clock hits 15 minutes past the start time and the guest is silent, send a polite message through the app: "Hi [Guest Name], I’m at the vehicle and ready for your check-in. Are you still on track for our start time?" By reaching out early, you establish a paper trail that shows you were ready and available.

The Wait Period If they don't respond, don't leave just yet. Turo expects you to wait for at least 15 minutes after you've sent that first check-in message. If the guest eventually replies with an arrival time that falls outside the permitted window and you can't accommodate them, you can then report the no-show.

Filing the No-Show You must report a no-show within 72 hours of the scheduled trip start.

  • The Payout: If the trip is two days or shorter, you receive your share of 75% of one day's average trip price. For trips longer than two days, you receive your share of two days' average trip price. You also keep half of any delivery fee.
  • License Issues: If a guest shows up but doesn't have a valid license, or if they send someone else to pick up the car, do not give them the keys. Report this as a no-show immediately to protect your insurance coverage.

The "Late Return" Crisis

Late returns are far more common and much more stressful, especially if you have another guest picking up the car in two hours.

1. The Proactive Check-In Three hours before the trip is set to end, send an automated message: "Hi [Guest Name], I hope you're enjoying the car! Just a reminder that the trip ends at [Time]. Please let me know if you’re running into any delays." This simple nudge prevents most late returns by reminding the guest of the deadline.

2. The 30-Minute Grace Period Turo provides guests with a 30-minute grace period. If they return the car within 30 minutes of the deadline, you cannot charge a late fee or additional usage. This is considered "on time" by the platform.

3. Filing for a Late Return If the guest is more than 30 minutes late and hasn't requested an official extension through the app, you need to act.

  • Ask for an Extension: If the car is available, tell the guest to request an extension in the app. This is the cleanest way to get paid for the extra time without involving support.
  • The Fee Structure: If they don't extend and are 30 minutes to 2 hours late, you can charge 1/2 of the average daily trip price. If they are more than 2 hours late, you can charge for 1 full day of rental plus a $20 late return fee.
  • Improper Return Fee: If the guest is totally unresponsive or abandons the car somewhere, Turo may also charge a $50 improper return fee.

How to Handle the "Back-to-Back" Nightmare

If a guest is late and you have another booking starting shortly, communication is your only shield against a bad review from the next guest.

  • Be Honest with the Next Guest: Message them as soon as you realize there's a delay. "Hi [Next Guest], the current traveler is running behind on their return. I want to ensure the car is perfectly clean for you, so your start time may be pushed back by 45 minutes. I apologize for the inconvenience."
  • The "Cleanliness Over Speed" Rule: Never skip the cleaning process just to meet a deadline. A late car is an inconvenience; a dirty car is a one-star review.
  • Offer a Perk: If the delay is significant, offer to drop the car off at their location or provide a small discount on a future trip. Turning a negative into a positive early on prevents a one-star review and builds guest loyalty.

The Abandoned Vehicle Scenario

In rare cases, a guest might stop responding and leave your car at a random location or an airport parking lot.

  • Reporting the Issue: If it's been more than 24 hours since the trip ended and the car isn't back, contact Turo support immediately.
  • Recovery Costs: If you have to travel to retrieve the vehicle, you can charge the guest for your transportation costs plus the $50 improper return fee. Make sure to keep receipts for any Ubers or gas used during the recovery.

Frequently Asked Questions

Q1: What if the guest wants to extend but the app won't let them?

This usually happens because another guest has already booked the car for the next time slot or it conflicts with your "buffer" settings. In this case, you must tell the guest the car is due back at the original time. If they stay anyway, you must report the late return within 24 hours of the trip's end.

Q2: Can I charge a late fee if the guest messaged me they’d be late?

Yes. A message is not an extension. Unless they officially extend the trip through the app—which pays you for the extra time and keeps insurance active—they are technically in violation of the return time.

Q3: Should I always charge the late fee?

It's a business decision. If a high-quality guest is 40 minutes late because of a flight delay and they communicated well, waiving the fee builds massive loyalty. If a guest is silent and disrespectful of your time, charge the fee.

Q4: Does Turo cover insurance if the car is late?

Yes. Turo’s protection plans remain in effect during the period the car is late, provided you have reported the late return through the app or support within the required 24-hour window.

Q5: How do I report a no-show if the guest has zero reviews?

The process is the same. Don't let a new profile discourage you from following the rules. If they don't show up within the two-hour US window, report it. Turo's system is designed to protect you from "ghost" bookings regardless of the guest's history.