Turo guest message templates
Most Turo guest messages ask the same few things: where’s the car, how do I get in, what about fuel, where do I return it. These are the replies that answer them, ready to copy. Replace anything in [brackets] with your own details.
Before the trip
Two short messages cover most of what guests ask before pickup. Sending pickup steps the day before saves you the “where’s the car?” message at the curb.
Hi [guest name], thanks for booking the [car]! I’ll send pickup steps the day before your trip. If your plans change, just message me here. See you on [date].
Hi [guest name], your trip starts tomorrow at [time]. The [car] will be at [pickup location]. Please have your driver’s license with you. I’ll be around if you need anything.
Pickup and access
Be specific. “Level 3, row C” beats “in the garage”, and a landmark beats a street name. Ask for photos before the guest drives off, so you both have a record of the car’s condition.
Welcome to [city], [guest name]! The [car] is in the [garage name], level [level], row [row]. From the terminal, [how to get to the garage]. Before you drive, please take photos of the outside, the dashboard (fuel and miles) and the inside. Safe drive!
Hi [guest name]! The [color] [car] is parked on [street] near [landmark or cross street], plate ending [last 3 characters]. Please take photos of the outside, the dashboard and the inside before you drive. Enjoy the trip!
Hi [guest name]! The lockbox is [where it is, e.g. on the back of the driver-side mirror]. The code is [code]. Take the key, close the box and scramble the dials. At return, the key goes back in the same box. Enjoy the trip!
Send the code only to the booked guest, close to pickup, and change it regularly.
During the trip
No problem at all, [guest name]. Safe travels! The car will be ready whenever you land, and your pickup steps don’t change.
Thanks for the heads-up, [guest name]. I’ll meet you at [location] at [new time] instead. If that changes again, just message me here.
Please return the [car] with the same fuel level it had at pickup ([fuel level]). The closest gas station to the return spot is [station and address].
The [car] had [charge]% at pickup. Please return it with at least [charge]%. The closest fast charger to the return spot is [charger and address].
You’re welcome to use toll roads. [How tolls work for this car, e.g. the car has a transponder and tolls are billed to you after the trip.] No need to pay at the booth.
Happy to have you longer, [guest name]! Send the extension request in the Turo app and I’ll look at it.
To connect your phone, [steps, e.g. plug in with a USB-C cable and CarPlay starts on its own]. The [feature] is [where it is]. Anything else, just ask!
Return
A dashboard photo at return settles most fuel and mileage questions before they start.
Hi [guest name], your trip ends tomorrow at [time]. Please return the [car] to [return location]. Before you leave, send a photo of the dashboard showing fuel and miles, and [put the key back in the lockbox and scramble the dials]. Thanks!
Please return it to the same spot: [return location]. Before you go, send a photo of the dashboard with the fuel and miles. Thanks!
After the trip
Thanks for taking good care of the [car], [guest name]! Hope the trip went well. You’re welcome back any time.
When not to reply. A guest saying “ok thanks!” after a settled question doesn’t need an answer. Replying to every message for the sake of it adds noise. Reply when there’s a next step, such as a guest saying “done” after uploading their license.
Messages to write yourself
Some messages shouldn’t come from a template. They involve money, the car’s condition or someone’s safety, and the right answer depends on details only you know.
- Damage and accidents. Ask if everyone is okay, ask for photos, and follow Turo’s claims process. What you write here can matter later.
- Refunds, fees and discounts. Any promise about money is a promise you have to keep.
- Safety and emergencies. If anyone is in danger, they should call 911 first.
- Anything off-platform. Keep payment and contact on Turo.