by Turo
posted on March 6, 2025
This winter issue of the host release is full of the latest host improvements and changes, including an update to the review removal policy, calendar improvements, a longer guest pick-up window, and a sneak peek of what’s coming up, such as location-based settings, and more!
Important updates to host notifications
Be sure to regularly check the new “Recent updates” section in the Turo app to learn the most important host updates including feature launches, policy changes, and new processes. Please note that we won’t always communicate these updates via email, so it’s your responsibility to regularly review “Recent updates” so you don’t miss anything.
Two-hour window for guest pickup
MARKETPLACE QUALITY
While guest “no-shows” are rare (<2% of all cancellations), some guests are currently being canceled on because they can’t pick up the car within the 30-minute pick-up window. This leads to guests scrambling to find last-minute alternatives and hosts losing earnings.
To help prevent this, and to be more competitive with traditional rental car companies’ more flexible policies, starting March 31, guests in the US will have a two-hour window to pick up the car after the trip starts before they’re considered a “no-show”.
To help things go smoothly, consider a remote handoff option like a lockbox and proactively communicate with your guest, asking them to adjust the start time of their trip if they’re running late.
Lastly, this policy doesn’t affect the return window, which is still 30 minutes.
How to attract a growing group of guests
DRIVING NEW DEMAND
There’s an increasing number of guests booking 30+ day trips on Turo. Monthly trips can boost earnings for vehicles that are typically booked less than half the month. Learn how you can help attract these longer bookings to unlock more earnings by offering monthly discounts.
Improved airport pickup and drop-off process
IMPROVING THE AIRPORT EXPERIENCE
To help make guests’ experience at airports more consistent, make trip coordination easier for hosts, and be compliant with airports’ rules, the “Add pickup details” feature will soon be required for trips at permitted airports.
Communicate pickup details in two easy steps and Turo will do the rest for you. At check-in, select the “add pickup location” feature in the trip’s details or messages. When you drop off the car, drop a pin, and fill in a few details to help your guest find the car. The info will automatically be shared with your guest after you review their driver’s license, up to an hour before the trip starts. At the end of the trip, guests will go through a similar process to help you find the car.
Additionally, soon you’ll be able to save parking details in your “Location & delivery” vehicle settings so you can easily reuse them for future trips.
Calendar improvements
HOST EFFICIENCY
We heard your feedback, and now you have access to a new and improved vehicle calendar from the calendar in the “Trips” tab. You can also search for specific vehicles to help you make updates more easily.
Update to review removal policy
MARKETPLACE QUALITY
We’ve also heard your feedback that the current process for Turo removing guests’ retaliatory reviews feels unfair. It’s important for you to be empowered to report guest violations without fear of retaliation.
With this in mind, we’re updating our policy on removing a review. Soon, Turo will also remove 1-4 star reviews if we can confirm the guest violated our Terms of Service.
Any qualifying reviews for Terms of Service violations from January to March will be retroactively removed so they don’t negatively impact the April All-Star Host assessment.
New vehicle maintenance standards
MARKETPLACE QUALITY
As of February 26, all vehicles need to meet updated maintenance standards to remain listed on Turo. These new standards will help raise the bar on vehicle maintenance, offering reliable vehicles, boosting guest satisfaction, and encouraging them to keep coming back, creating more business for hosts.
Recently launched
MARKETPLACE QUALITY
Improved review process
We’ve heard your feedback about guest ratings and we’ve made the following changes to help make the review process more fair and constructive.
• Guests can now submit a rating three hours before their trip ends, and the review screen will automatically be shown after checkout, to help encourage more guest reviews.
• If a guest rates a trip 1-4 stars, they now must submit a written review.
• If a guest gives a five-star overall rating but skips the maintenance or cleanliness rating, we’ll count these categories as five-stars. This applies to all trips since January and is reflected in the “Performance” tab.
DRIVING NEW DEMAND
New 3-week discount
To help you price competitively and attract longer bookings, starting this past December, a new 3-week discount option was automatically added to your vehicles. You can adjust the new discount at any time.
MARKETPLACE QUALITY
Clarification to parking fee policy
We’ve recently clarified the parking fee policy. Hosts are responsible for paying any parking fees they pay to pick up their vehicle after a trip ends. Hosts aren’t allowed to charge or ask for reimbursement from a guest or Turo for these types of parking fees.
IMPROVING THE AIRPORT EXPERIENCE
Make sure your airport delivery location is accurate
Review the updated policy about accurately representing your vehicle delivery locations. For example, if you offer airport delivery, you must actually deliver to the airport and not to a different, nearby location.
Hosts who misrepresent their delivery location may be charged a $100 violation fee, and face other penalties, including possible removal from Turo.
MARKETPLACE QUALITY
Reminder: All AirTags must be removed from vehicles
As of January 31, AirTags are no longer allowed on Turo because they can create a negative guest experience and are unreliable as GPS trackers.
Please make sure any AirTags are removed from your vehicles and adjust your scheduled messages as needed.
Consider protecting your vehicle with a discounted device from PassTime, Turo’s preferred GPS tracking provider for vehicle security.
HOST SERVICES
Tint now supports more GPS devices
For added flexibility, Tint* has expanded the list of approved GPS devices for their off-trip insurance plans. StandardFleet, PassTime, Teslemetry, and Qarhami have been added, and support for Trackmate is coming soon. Bouncie, Zubie, MooveTrax, and OneStepGPS are also approved.
You can also enroll without an approved GPS device, and you’ll have a 60-day grace period to connect one. If you choose not to connect a device after 60 days, you’ll automatically be enrolled into a non-telematics plan for an increased rate.
*This insurance is powered by Tint. Tint Embedded Insurance Services LLC is a licensed property and casualty and surplus lines insurance producer in the states where it transacts insurance. Turo is not soliciting, selling, or negotiating this insurance.
HOST SERVICES
Get special financing offers for Turo hosts
You might be eligible to apply for vehicle financing custom-designed for Turo hosts, now that this program has been expanded to any hosts with two or more vehicles.* Our trusted lending partners can help you grow your business with car loans, lines of credit, TRAC leases, and refinancing, all with competitive rates and terms. See if you’re eligible and apply today.
*Turo is not a financial services provider, lender, or broker. You’re solely responsible for choosing the right lender(s) for your business and financial needs. Each lender will decide for themselves if your business meets the criteria and requirements.
HOST EFFICIENCY
Easily report multiple late returns in the app
Thanks to host feedback at the Power Host Summit, now you can report multiple late returns for the same trip within the Turo app, instead of needing to call Customer Support.
HOST EFFICIENCY
Manage scheduled messages for specific guests
Scheduled messages are a great way to save time when communicating standard info, and now you can view, send, and skip upcoming scheduled messages for specific guests.
Down the road
DRIVING NEW DEMAND
View estimated earnings for different length trips
A new interactive tool will be available soon to let you see what you’d earn for different length trips. Adjust your discounts in the tool to learn how your estimated earnings, search rankings, and distance limit per day would be affected, to make more informed decisions.
HOST EFFICIENCY
Adjust more settings by location
In the coming months, hosts will be able to excuse the delivery fee for trips over a certain length of time based on location. Additionally, hosts in a limited beta test will be able to view delivery settings by location rather than by vehicle.
IMPROVING THE AIRPORT EXPERIENCE
Updates to maximum airport delivery fees
To help hosts attract more bookings, we’re lowering the maximum delivery fee at select airports to be more aligned with what most guests are willing to pay. Affected hosts will be notified in advance so they can proactively adjust their delivery fees based on their business goals.
DRIVING NEW DEMAND
More streamlined booking process
A new streamlined booking process is coming soon to make it easier for guests to book their first trip on Turo, helping to increase bookings. While guests will still need to submit their driver’s license and verify their phone number for security reasons, these steps will now happen after they’ve booked. Note the trip check-in process is staying the same.
If guests don’t complete the necessary onboarding steps in time, Turo will cancel the trip. So while you may experience more of these types of cancellations, you should see an overall increase in bookings.
Save the date
FIRESIDE CHAT:
Elevating the airport experience to help you land more business
Wednesday, March 19, 2025 at 12 pm PT/3 pm ET
This year, we’re improving the Turo experience at airports to help hosts get more airport bookings while delivering seamless, 5-star experiences for guests. Join us for an exclusive sneak peek into upcoming product improvements and helpful tips on how you can prepare.
New deals and discounts
Here is the latest exclusive offer to help you run your business. Check out deals, discounts, and car financing for Turo hosts for our full list of partners’ offers.
Get a $100 bonus* for business banking
Get help managing your finances with Found’s all-in-one banking, tax, and bookkeeping platform** with an exclusive $100 bonus.*
*New customers only. Terms and expiration apply, click “Learn more” for details.
**Found is a fintech company, not a bank. Banking services are provided by Piermont Bank, Member FDIC.
Airport delivery updates
It’s important to follow any airport delivery rules to avoid fines or being banned from delivering to the airport. Turo has new delivery agreements with the following airports:
Daniel K. Inouye Honolulu International Airport (HNL)
Hilo International Airport (ITO)
Kahului Airport (OGG)
Kona International Airport (KOA)
San Antonio International Airport (SAT)
Ted Stevens Anchorage International Airport (ANC)
Learn the delivery rules for your local airports.
Grow your car sharing business with an exclusive suite of services, custom-designed for the Turo host community, including financing, off-trip insurance, and more.
Connect with the host community — share feedback and ideas, and get advice from other hosts and the Turo Support team at Turo Talk, the official Facebook group for hosts!
