I recently used Turo for the first time on a family trip to Los Angeles, and it will likely be my last.
I booked in February for an April trip, specifically to get a 6-seater EV. I chose an All-Star Host, paid extra for hotel delivery and return, and tried to be cautious after reading mixed experiences.
The host never contacted me in the two months before the trip. Less than 24 hours before pickup, I still had no response. After landing and reaching the hotel late at night, I saw my messages had been read but still no reply.
Around midnight, I contacted support. Shortly after, the trip was canceled due to an “engine issue” which made little sense given it was an EV.
At that point, I had to scramble to find a replacement vehicle late at night with my family. The only viable option was about an hour away, and I had to handle pickup and return myself.
Impact:
Late-night stress right after landing
Around 4 hours lost commuting for pickup and return
Additional time spent coordinating with support
Extra costs that were mostly not reimbursed
The replacement host was great, which shows the platform can work when the host is reliable. But the overall issue is that when something goes wrong, the system does not seem to protect the guest effectively.
Booking months in advance, paying extra, and selecting a top-rated host still did not prevent a last-minute cancellation.
Turo works until it doesn’t, and when it fails, the customer absorbs most of the impact.
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