BMW X1

Will recommend . Service was good

Robert •

Everything was smooth and very easy pick/dropoff. Thank you

george •

I honestly don’t know where to begin because my experience was disappointing from start to finish.

The issues began with me being late for pickup. I will take responsibility for the fact that I did not communicate with the host that I would be arriving after 2:30 PM. However, based on the business hours listed, which appeared to be 8:30 AM–8:00 PM, I reasonably assumed that I had until 8:00 PM to pick up the vehicle.

The host attempted to contact me, but there was an incorrect phone number on file. I provided my updated number, although he never used it, which is fine. However, if you are stating that you were attempting to contact me, communication should have been made through the appropriate and accessible method. At one point, I was driving to pick up the vehicle and receiving messages through the Turo app. That was not an appropriate or safe time to be communicating with me.

Once I provided my ETA, the host acknowledged it and then immediately told me that the drop-off was scheduled for Friday at 10:00 AM and that I needed to be on time. I had not even picked up the vehicle yet. I ultimately extended the rental, so the drop-off time changed anyway. I also explained that the reason I was delayed for pickup was because I had been mandated to stay at work.

When I finally arrived at the pickup location, I followed the host’s instructions regarding where to retrieve the key. The co-host then made a comment that I was supposed to have been there earlier. At that point, I had already communicated with the host and provided my ETA, so the comment was unnecessary and made an already frustrating situation worse.

I then asked the co-host what time the location closed. I was told 6:00 PM, which explained why there seemed to be so much urgency surrounding my pickup despite the hours that were listed. If the co-host’s actual operating hours are 8:30 AM–6:00 PM, then those should be clearly communicated and reflected in the listing. Customers should not have to figure out that the host’s listed hours and the co-host’s hours are different after the fact.

The drop-off experience was even more concerning.

I arrived at the designated location, parked the vehicle, and began gathering my belongings. I then looked up and saw a man standing directly in front of the vehicle holding two phones. I cracked the window and asked who he was and what he was doing there. He told me that he was the next person renting the vehicle. I found this extremely uncomfortable. I had not yet completed my return, and someone was already approaching the vehicle and waiting for me to leave.

What made the situation even stranger was that the man then called me by my name. I had never been introduced to him, nor had I been told that another co-host would be meeting me. When I questioned the situation, he instructed me to drive the vehicle to a nearby shop and double-park it so that I could leave.

After completing the return, another individual approached me asking for the vehicle key. I did not feel comfortable handing the key to a random person, so I went inside the establishment and returned the key to the same person from whom I had originally received it.

I explained that this entire process was unacceptable and made me uncomfortable. Having multiple people approach me before I had even completed the return, someone claiming to be the next renter, another person asking for the key, and individuals appearing without proper identification or introduction is not an appropriate way to handle a customer drop-off.

The only positive part of the experience was the co-host who originally gave me the key and ultimately received it back. He did attempt to smooth over the situation and was professional with me. Unfortunately, that did not make up for the overall experience.

There are a few important lessons that I believe the host should take from this:

1. Things happen. Customers can run late. While I acknowledge that I should have communicated my delayed arrival, the situation could have been handled with professionalism and courtesy rather than hostility.
2. Make your hours clear and consistent. If your co-host’s business hours are different from the hours listed for your rental, either use a different co-host or clearly communicate the actual pickup and drop-off hours to customers.
3. Respect customers’ space during drop-off. Do not approach, surround, or pressure a customer while they are still completing the return—especially when they are not late. Having someone approach the vehicle approximately 10 minutes before the scheduled return time was extremely uncomfortable and unnecessary.

Ultimately, I understand that it is the host’s vehicle, but once a customer has rented it, the customer should still be treated with professionalism, respect, and consideration. The way this pickup and drop-off were handled made me extremely uncomfortable, and unfortunately, I would not rent from this host again.

Alicia •

best

Himani •

The curbside service was fantastic. Made travel so much easier. Really great service.

Melissa •