DO NOT RENT FROM HERE!!!

I rented a car for my vacation to Hawaii with my girlfriend. Although it was a more expensive option, we specifically booked a blue Jeep because we wanted a colourful car to drive around and take photos with. On the morning of pick up, the host sent someone to drop off the vehicle. When I met with them, without any notice they presented me with a white Jeep instead. I told them this was not the vehicle on my reservation and they informed me that the car I had booked was returned by the previous guest in an extremely dirty condition and they did not want to give it to me.

Without much option, I reluctantly accepted the car they brought so that I could drive to the activities I had already booked and pre paid for, but asked the host if they could arrange switching to the car I originally booked as soon as possible. The host then informed me that they had gone ahead and rented the car I had reserved to another customer and it was no longer available. All of this was happening with zero updates on the app to reflect the change of vehicles on my booking or any price adjustments for receiving a car that was listed at a lower price than the one I paid for.

I started to complain to the host because I was legitimately concerned about the liability issues with the scenario that was taking place. My insurance was covered through my credit card company and the booking I paid for and rental agreement I signed legally stated a different vehicle with a different license plate and VIN number. Not only that, there was now someone driving around a car that I was liable for as it was booked and rented under my name. The host became completely unresponsive despite me calling and messaging multiple times everyday for the entirety of my trip (4 days). I even contacted Turo support and they informed me that the host had violated Turo’s policies and that because of the liability issues the cars needed to be swapped immediately. They contacted the host on my behalf 3 times as well and got no response. Also both of the “emergency contacts” that were provided did not answer any of my calls. So if you were to ever be in an emergency you would have no one to contact and help you.

Honestly I’m a really understanding and nice guy. I get that unfortunate situations arise and they were trying to resolve it quickly by giving me a different car, but quite honestly as a business owner you should be planning for time between customers to clean the vehicles regardless, so the reasoning isn’t really valid in the first place. And choosing to just drop off something different than what I reserved without even asking or offering some sort of compensation for the inconvenience is just plain inconsiderate. Then to top it all off you just ignore my concerns and read but don’t respond to my messages for 4 days until my trip is over is just straight up disrespectful.

I spent hours of my trip on the phone and chats with Turo support and had the anxiety of the liability issues hanging over my head for my entire vacation.

There’s a million car rentals available on Turo in Waikiki, do yourself a favour and pick a different one.

I booked until 11pm I don’t know what happened

The host cancelled this trip 5 days before it started. This message was automatically posted by Turo.

Perfect car

Nice car highly recommended!
Thank you :)