My experience with this host was extremely disappointing from start to finish.

After I booked the vehicle and arrived for pickup, the host messaged me through the Turo app saying they needed an additional 20 minutes to clean the car. My sister and I waited as requested, but after those 20 minutes passed, I sent multiple messages through the app asking for an update. Those messages were read but went unanswered. After waiting approximately 45 minutes to an hour in the heat after arriving from our flight, I finally called the number listed on the reservation from my sister’s phone because my calls had gone unanswered.

When someone answered, they seemed confused about who I was and which vehicle I had rented. I explained that I was the customer they had just told to wait 20 minutes while the vehicle was being cleaned, and that I had now been waiting close to an hour. Instead of acknowledging the situation, I was repeatedly asked which car I was referring to. At that point, I questioned how they didn’t know which vehicle had just been rented, especially after they had already confirmed they were preparing it. The lack of communication made me genuinely wonder whether something was wrong with the reservation.

The host then claimed they had messaged me, but I was actively looking at our conversation and had received no update. Only after I pointed that out did they finally send the pickup instructions. This meant my family and I had been waiting unnecessarily because no one had communicated that the vehicle was ready.

As I walked to retrieve the vehicle, I noticed the hosts sitting in their personal vehicle watching me. I messaged them that the customer service had been terrible. Rather than apologizing or taking responsibility, they became defensive and argued with me instead of addressing my concerns.

Once I retrieved the vehicle, I documented its condition with multiple photos. When I opened the door, I was immediately met with a strong, unpleasant odor that seemed to be coming from throughout the vehicle, including the seats, trunk, and air vents. The smell was so overwhelming that I avoided using the air conditioning because it made the odor even stronger.

Overall, this experience was unprofessional and frustrating. The lack of communication, nearly hour-long delay after promising only 20 minutes, poor customer service, defensive attitude when concerns were raised, and the condition of the vehicle left me very uncomfortable. I hope the hosts improve their communication, accountability, and vehicle preparation for future customers, but unfortunately I would not rent from them again.

Great host don’t hesitate renting from this host

Excellent

Always a great host. I was late with the rental return. But host is always pleasant.

Drives well. Good day to day car. Easily convienent