Excellent choice of a car for your LA trip. The conversation with the host was smooth and easy going. Highly recommend it.

Such a beautiful car

Overall, this rental was frustrating due to a pattern of disorganization and poor communication. The dates were changed by Turo by mistake, and in the meantime the host raised his prices. Instead of trying to work something out fairly, he tried to charge over $700 more and said there was no flexibility, which set the tone from the start. I was offered an airport drop of for $400 (excessive) but ended up going to get the car myself, and even then I was sent to the wrong location, which caused delays and extra Uber costs. The host said he would reimburse me, but that only happened after I escalated it through Turo. The car itself was great to drive, but it did have some issues, there were multiple warning lights on, including tire sensor alerts, so it likely needs servicing. At return, I made sure to leave everything in excellent condition: I had the car washed the day before, filled it with premium gas, and left both the fuel and car wash receipts, yet the host still tried to charge a $150 cleaning fee which Turo refunded.. After I dropped the car off, it was left parked on the street, and I reached out just to confirm it was properly locked so I wouldn’t have to worry about it, but it took about three days to get a response, which was frustrating for something so simple. To be fair, the car itself was excellent, but overall the experience felt disorganized and at times dishonest. I’d recommend being careful, documenting everything, and keeping all communication through Turo.

5 stars for the car, but a frustrating start as a first-time Turo customer.

The latest booking option available was 11:30 PM, but our flight landed at 11 PM and we had checked bags and needed to take a shuttle to the car; so I knew we wouldn’t arrive by 11:30 PM. I messaged the host right after I made the reservation and never heard back even though I messaged him two additional times. this was particularly discouraging bc his reviews indicated a 5 for communication.

when we arrived at 11:45 PM and were unable to get into the car. I messaged both the host and the Turo app; however every time I started a chat with a Turo agent, and had to exit that screen to check for info request by the turo agent; the conversation reset, requiring me to start the process all over again.

The agent in the chat asked me for information from my reservation, but each time I went to get that info from my reservation, the chat would restart- requiring me to start all over from the beginning, this occurred five times!

So here I was standing in a dark parking lot at 12 o’clock midnight with two tired teenagers and no way to get into the vehicle.

finally, the host called me directly on my cell phone and open the car remotely. he said he had opened the car once at 11:45, but I never got that message because I was in the chat talking with a turo agent trying to get help.

This all would’ve worked much better if the host responded to my initial query (as a new turo customer) and explained the process to me so I knew what to expect.

When I dropped off the car, the host was there and was very apologetic, but that did me no good to avoid the worry that I had before the trip, as well as the frustration once we got to the car and were not able to get in. He explained that there’s a 10 second window to open the car, but I never got that initial message because I was in the turo app talking with the turo agent because I had not gotten a response from the host originally as to how it worked when picking up the car.

Three fixes Turo needs:
1. Require hosts to respond to first-time customers promptly.
2. Fix the app so chats are remembered and switching screens doesn’t reset the chat.
3. Allow 24 hour pick-up options on reservation page, if the host’s page says it’s available.

If Turo implements these fixes, then they will have customers remain customers and not share negative reviews.

Great car and communication. I recommend .