Turo contactless pickup message
Remote check-in means you are not at the curb. The messages have to do what you would have done in person: point at the car, hand over the key, and look at the car together before it leaves. If a step is missing, the guest stands in a garage with the app open and no next line.
The order of the messages
Send them in this order. The spot, once you know it. Confirmation that check-in in the app is what unlocks the next note. The access steps, only after the guest is verified. Photos of the car before they drive off.
Turo’s remote check-in steps change. Check Turo’s help center for what the guest has to finish in the app today, and do not describe a button you have not seen this month. Your messages still have to name the stall, the box, and the photos. The app does not know that the car is on level 3, row C, behind a pillar.
The night-before note without a code is the same shape as a normal welcome. Use the Turo welcome message template for the booking confirmation, and use the notes below once the trip is actually contactless.
The spot, before the code
Send the location when you can stand behind it. At an airport, name the garage, the level, the row, and the walk from the terminal or the shuttle stop. On a street, name the cross street, a landmark, the color, and the last characters of the plate. “In the lot” is how people photograph the wrong SUV.
Say the car will be locked and that unlock steps come after verification. If a flight is late and the pickup is self-serve, the spot usually does not change. Tell them that, so they do not wait for a new address at baggage claim.
Hi [Guest first name], you’re set for [Pickup time]. The [Car] will be at [Spot, for example garage B, level 3, row C]. [How to recognize it]. Please finish check-in in the app and have your license with you. I’ll send how to unlock the car once that’s done. I won’t be there in person.
Access after they are verified
This is the message that replaces you handing over a key. Per Turo’s current host guidance, it waits until the guest is verified, and it stays close to pickup. The code, the box, and what to do when the dials stick are in the Turo lockbox code message guide. If the car unlocks in the app instead of a box, say that in one line, and still say where the car is.
Ask for photos before they leave the spot: outside, dashboard with fuel or charge and miles, and the cabin. You want those while they are still standing there. A photo from the highway is a photo of a problem you cannot place.
You’re verified, [Guest first name]. The [Car] is at [Spot]. [Unlock steps, for example the lockbox is on the driver window, then the code, then close it and scramble the dials]. Before you drive, please send photos of the outside, the dashboard (fuel and miles), and the inside. Message me here if anything looks off.
Put the real code in only when you send this note to the booked guest. Do not leave a sample code in a saved reply.
One more step before you go: photos of all four sides, the wheels if you can, and the dashboard with fuel and miles. Reply here with them. If you see a scratch that worries you, include it and wait for me before you treat it as yours to live with.
When they cannot find the car
Assume they are one level off or facing the wrong row. Ask for a photo of the nearest sign, pillar number, or street sign, and send one detail they can see without walking the whole garage: the color, a roof rack, a specific stall number. If you have a pin or a map you trust, send it in the thread. Do not switch them to a phone call as the only option. Keep the record on the trip.
If the previous guest left the car somewhere else, say so as soon as you know, and send the new spot. Do not let them keep circling the address you sent last night.
The rest of the pickup and return notes are on the guides for Turo hosts.
You’re close. Please send a photo of the nearest [pillar, row sign, or street sign]. The [Car] is [color], [one visible detail], plate ending [last characters], at [spot again]. Stay in this thread and I’ll walk you the rest of the way.
Questions hosts ask
What is a contactless pickup message for? It does the job of standing at the car when you are not there. The guest gets the spot, then the unlock steps after they are verified, then a reminder to photograph the car before they drive.
When do I send the lockbox code on a remote pickup? After the guest is verified, close to pickup, in the trip messages. Do not put it in the night-before note. Per Turo’s current host guidance, check the help center for the timing before you send a code.
What if their flight is late? On a self-serve pickup, the spot usually does not change. Tell them the car will be there, and send access once they are verified and close, not when they first mention the delay.
Should I still ask for photos if Turo’s check-in already took some? Yes, ask for the set you want in the thread: outside, dashboard with fuel and miles, and the interior. Check Turo’s help center for what remote check-in requires today, and do not assume those photos replace yours.