Checking in a Guest

For Turo Go trips, view these instructions. For all other trips, the check-in window opens 24 hours before the trip’s scheduled start time. Tap “Get started” or, if your guest already submitted verification photos, “View Photos” at the bottom of the trip’s reservation details page to begin the check-in process. 

We’ll first prompt you to verify your guest’s license. Check that the guest’s name and date of birth matches what’s on their reservation, their face matches the photo on their license, and that the license hasn’t expired. If your guest didn’t submit verification photos by the time you began check-in, you can skip ahead to documenting the vehicle’s condition and finish the check-in process once they submit their photos. If you do skip license verification, you must complete it before the trip begins. Only hand over keys to a guest whose identity you have verified.

If your guest hasn’t submitted photos within one hour of trip start, “Verify license manually” will appear at the bottom of the verification screen. If you and your guest have agreed to meet in-person, you can use this option to verify their license when you meet.

Note: If a guest arrives without a license, with an expired license, or if they send an additional driver to pick up the vehicle, don’t give them the keys and contact customer support to report it as a guest no-show. 

We’ll prompt you to take photos of the vehicle’s exterior and interior or upload photos from your camera roll and enter odometer reading and the fuel/EV charge level. 

Once you complete the check-in process, safely make the key available to your guest by using technology for remote vehicle access. If you’re using a lockbox, be sure to share the code with your guest and advise them to contact you if they have any difficulties. Customer support is unable to provide lockbox instructions to guests.  If you’re a host in the UK and are using a remote key exchange solution, you must secure the key inside a lockbox in the vehicle and, where applicable, change the combination after each trip. Failure to do so could void your protection plan.

We’ve verified your guest for a Turo Go trip, so you don’t have to. Though not required to do so, we encourage you to take pre-trip photos so you can provide documentation, if needed, for damage claims and reimbursement requests. However, you’re not required to take pre-trip photos to be eligible for claims coverage or reimbursement. Learn more about preparing for a Turo Go trip. 

Even though your vehicle is equipped with remote locking/unlocking technology, you must still leave a key for the guest in the vehicle and/or a secure lockbox.  If you’re a host in the UK and are using Turo Go, you must secure the key inside a lockbox in the vehicle and, where applicable, change the combination after each trip. Failure to do so could void your protection plan