Volkswagen Golf SportWagen

overall good experience

Darlyn V •

Fun zippy car, did great in Tetons

Miranda •

Flawless pick up and drop off, good communication, will rent from the next time we’re visiting our friends in Jackson!

Robyn •

This was my first time using Turo, and unfortunately it was a very frustrating experience. I booked this vehicle for a multi-day trip and paid approximately $867. Due to an unexpected family emergency, I needed to return the vehicle early and submitted a trip modification request through Turo. The host rejected the request. I submitted additional requests trying to find a solution, but each one was rejected as well.

What made the situation especially frustrating was that I was not simply trying to get money back—I primarily needed flexibility because of an emergency. I also asked whether I could change the return location to the airport to make my early departure easier. Instead of working with me on a reasonable solution, I was told there would be an additional charge for changing the location.

Another issue is that Turo’s modification process automatically ties changes to the financial adjustment of the trip. There did not appear to be a straightforward way for me to simply shorten the trip or change the return details without creating a refund request that required host approval. As a result, I spent hours trying to resolve something that should have been simple.

The vehicle itself performed as expected, and I have no complaints about the car. My disappointment is entirely related to the lack of flexibility, communication, and customer service when an unexpected emergency arose. I understand hosts are not required to approve refunds, but I expected a more cooperative and understanding approach when trying to modify the trip under these circumstances.

Overall, this experience left a negative impression of both the rental process and the host’s willingness to help when plans changed due to an emergency.

Faizan •