# Guest no-shows

> Report all no-shows within 72 hours of the trip start  Report a Turo Go guest as no-show if they don't arrive within 12 hours of scheduled trip start  ...

Source: https://help.turo.com/en_us/guest-no-shows-SkNzL4g4q

Last updated: 2026-04-21T20:04:33.959Z

## Guest doesn’t arrive at the scheduled start time 

If a guest doesn’t cancel or show up for a trip, contact them via [Turo messaging](https://help.turo.com/messaging-your-guest-r1oqSNlV5) as soon as you realize they’re running late. Tell them they’re at risk of being reported as a no-show for the trip. Let them know they have two hours (US and Canada) or 30 minutes (Australia, France and the United Kingdom) past the scheduled start time of the trip to pick up the vehicle before they’re considered a no-show. If you can wait longer for them, let them know and do your best to accommodate them. Give them 15 minutes to respond to your message. 

**Contact customer support to report a guest as a no-show under these circumstances:**

*   you’ve messaged the guest as soon as you realized they were running late, and they didn’t respond within 15 minutes of your message; **_OR_**
*   you’ve messaged the guest as soon as you realized they were running late, and the guest responds within 15 minutes with an arrival time outside the permitted time window, but you’re unable to wait for them

Under these circumstances, hosts in the US and Canada can report the no-show **_no earlier than_ two hours after the scheduled trip start time. Hosts outside the US and Canada can report the no-show no earlier than 30 minutes after the scheduled trip start time.** You must report a guest no-show within 72 hours of the scheduled trip start. Tap the **“Get help”** button below to reach out AI assistant and ask to be connected to an agent.

## Guest doesn’t follow guidelines for vehicle pickup 

You may [cancel a trip](https://help.turo.com/canceling-a-trip-with-your-guest-HkkzLVlE5) during license confirmation if: 

*   guest doesn't upload a license for a remote check-in trip and you're unable to meet them to confirm the license in person
    
*   guest arrives for an in-person check-in with no license or with an invalid license

If you have confirmed the guest's license, report a guest no-show if the primary guest sends anyone else to pick up the vehicle — even an approved additional driver — don’t give them the vehicle and report the issue as a guest no-show. You must report a guest no-show within 72 hours of the scheduled trip start. Tap the **“Get help”** button below to reach out AI assistant and ask to be connected to an agent.

## Earnings for no-show trips

If you follow the reporting guidelines above, we’ll [cancel the trip](https://turo.com/policies/cancellation) and issue partial earnings based on the trip type and scheduled duration. We won’t pay any earnings if you report a guest no-show without having followed the guidelines or if you fail to report a no-show within 72 hours of the scheduled trip start time.

*   **T****rips two** **days or shorter:** Your share of 75% of one day's average trip price (based on the protection plan you chose)
*   **Trips longer than two days:** Your share of two days’ average trip price (based on the protection plan you chose)
*   Half of any delivery fee, regardless of trip length 

**Note:** Exceptions to host earnings amounts may apply in the event of [flight delays or cancellations](https://turo.com/policies/cancellation), [safety issues tied to vehicle cleanliness](https://help.turo.com/cleaning-and-disinfection-policy-or-hosts-B1PrUNe49), or other [extenuating circumstances](https://help.turo.com/extenuating-circumstances-policy-or-hosts-ry6ZL4gV5).