Renting your car on Turo and Getaround can be a rewarding way to earn extra income, but it can also come with its share of challenges. One of the most stressful situations for car share hosts is when a guest doesn’t return a vehicle on time. Whether it’s a miscommunication, unforeseen circumstances, or a lack of responsibility, handling this situation with tact and clarity is essential.
Here are 8 things you can do to handle late returns and reduce how frequently this happens in the future.
1. Stay Calm and Assess the Situation
It seems obvious but before you react, take a moment to assess the situation and gather the facts. It’s easy to jump to conclusions and assume the worst, but there could be a valid reason for the delay. Check the Turo or Getaround app for any messages from your guest, and see if they’ve reached out regarding the delay. Delays can occur due to a variety of factors, such as traffic jams, personal emergencies, or even confusion about the return time.
Tip: If your guest has a history of good communication and responsible behavior, give them a little extra time. This can help maintain a positive relationship while you figure out the situation. However, make sure you are clear in your onboarding instructions about return time and policy.
2. Help Guest to Understand the Importance of Timely Returns
As a host, it’s crucial to communicate that timely returns are critical for continuing your operations and servicing your next guest. We recommend letting guests know that when they fail to return cars on time, it can cause significant inconvenience and stress for subsequent bookings you may have scheduled. Because this impacts other guests and your revenue, you absolutely must request changes to drop off time in the app.
For guests, Turo offers a 15-minute grace period beyond the scheduled return time, depending on the rental duration. It’s important to communicate that any delays beyond the grace period may result in interruptions and additional fees. For Getaround, a grace period allows the car to be returned up to 29 minutes without incurring extra charges. After 30 minutes, a late fee applies and is charged on an hourly basis.
3. Communicate Directly with the Guest
If your guest hasn’t returned the vehicle on time, the next step is to communicate directly. Reach out to them through the Turo and Getaround app with a friendly yet clear message. For example, you might say, “Hi [Guest’s Name], I hope everything is okay! I noticed the car hasn’t been returned yet. Could you please provide an update on when I can expect it back?”
This approach keeps the conversation open and non-confrontational, allowing your guest to explain the situation without feeling defensive.
4. Encourage a Trip Extension if Necessary
If your guest indicates that they’re running late, remind them that they can request a trip extension through Turo. Guests have up to 24 hours after the scheduled end time to submit this request. This can be confusing but remember that they can be subject to steeper late fees if a request is not made. After two hours, the host has the right to charge the full daily rate in addition to an extra fee (see Know the Protocol for Late Returns below). If your vehicle is available for an extension, this is often the best solution, as it can relieve the stress on both parties.
Instructions for Guests: If they’re unsure how to request an extension, guide them through the process:
- Open the Turo app or website.
- Navigate to the trip details and look for the option to extend the trip.
- Follow the prompts to submit the request.
Encouraging them to utilize this feature shows your willingness to accommodate while still ensuring you have your vehicle when needed.
And for Getaround the extension request must be done on the website and confirmed by the owner before the end of the rental. Please note that a rental can’t last more than 30 days.
If you want to extend or modify your rental, go to Your rentals > [rental in question] > Extend or modify the rental. You will have to extend the rental with the same payment method you used to book the car initially.
5. Know the Protocol for Late Returns
If the vehicle isn’t returned on time and you haven’t received any communication, it’s time to take action. Turo has clear protocols for handling late returns. You should wait at least 30 minutes after the scheduled end time to report a late return, which allows some time for your guest to potentially arrive.
Late Return Fees: If the guest is delayed beyond the grace period, late return fees will apply. Here’s how the fees break down:
- $30 fee if no subsequent booking is impacted.
- $75 fee if the next booking is affected, plus the trip price for the duration of the late return, which includes any applicable drive mate fees and processing fees.
It’s important to note that only 80% of the late return fees will be paid out to you as the host, with a 2.5% processing fee applied to the total.
If you wish to assess a late fee for the day, it’s crucial to contact Turo within 24 hours of the scheduled end of the trip. Provide them with the guest’s name and the time the vehicle was returned. If there’s a dispute regarding the timing of the return, the guest may need to provide evidence indicating when they actually returned the car.
Proof for Late Returns: The proof will be established based on pick-up and drop-off times on the platform, at Turo’s discretion. This is important for resolving disputes and ensuring fairness in the process.
For Getaround, if you are going to return the car late, you must inform the owner as soon as possible. If you anticipate being late, request an extension to ensure you are covered in case of an accident.
If you return the car later than expected, a $10 fee will be charged for each hour of delay. Here’s the breakdown of how the charges apply:
- Grace Period: You have a 29-minute grace period, meaning if you’re up to 29 minutes late, no late fee will be charged.
- 30 Minutes Late: Once you’re 30 minutes late, the late fee kicks in. As soon as you’re 30 minutes late, you will be charged for one hour of late return.
- Beyond 1 Hour: After the first hour, the charges increase. For instance:
- 1 hour and 1 minute late: You will be charged for two hours of lateness.
- 2 hours and 40 minutes late: You will be charged for three hours of lateness.
6. How to Report a Late Return on Turo and Getaround
To report a late return on Turo, follow these steps:
- Open the Trips tab in the Turo app and select the trip that is running late.
- Go to the trip Details page and tap “Report Issue.”
- Choose either “Late return: Vehicle not returned” or “Late return: Vehicle returned.”
- Answer the follow-up questions presented.
- Tap “Report issue” and then “Confirm” your report.
After reporting, allow Turo customer support up to 48 hours to review the issue and provide an outcome.
And for Getaround, fees will apply automatically starting from 30 minutes of lateness. If you want to waive them as a gesture to the driver, you have 24 hours from the end of the rental to opt-out. To do so, go to Your Rentals > Ended rentals > Selected rental > Switch the toggle to “opt-out.”
7. Establish Future Lending Boundaries
After resolving the current situation, take some time to reflect on your renting practices. Consider establishing clear boundaries for future rentals, such as:
- Setting specific hours for vehicle returns.
- Requiring upfront agreements for longer rentals.
- Communicating your expectations regarding timely returns to guests.
This proactive approach can help prevent misunderstandings and ensure a smoother rental experience in the future.
8. Reflect on Your Experiences
Finally, use this experience as an opportunity to evaluate your relationship with your rental platform and the guests you choose to rent to. If late returns are a recurring issue with certain guests, it may be worth considering stricter vetting processes or adjusting your rental policies.
Final Thoughts
Renting your car through Turo and Getaround can be an effective way to earn extra income, but it can also come with challenges, particularly when it comes to timely returns. By staying calm, communicating clearly, and following the proper procedures for reporting late returns and assessing fees, you can effectively manage situations where guests don’t return your vehicle on time. Balancing generosity where possible with the need to protect your property and business is key to a successful rental operation.
With the right strategies and understanding of Turo’s and Getaround policies, you can turn a potentially stressful situation into an opportunity for growth and improvement in your rental business. Remember, a positive attitude and clear communication can go a long way in fostering good relationships with your guests and ensuring a successful rental experience.
