# How to resolve damage directly with your guest | Hosts

> Choosing to resolve directly  When you or your guest report damage, we’ll ask you to enter the estimated cost of the repair. Based on the e...

Source: https://help.turo.com/en_us/how-to-resolve-damage-directly-with-your-guest-hosts-rJjYLNe4q

Last updated: 2026-11-04T19:02:37.533Z

Resolving damage directly with your guest allows you to manage the repair process independently to save time and avoid administrative costs. This article explains how to determine your eligibility and follow the steps to complete the damage resolution process with your guest.

## Choose the resolve-directly path

When a hosts reports damage, Turo indicates whether the resolve directly option is available. This choice depends on your estimated repair cost, your protection plan damage responsibility, and your guest's out-of-pocket maximum. If the option is available to you: 

*   **Select option:** Choose the **Resolve directly** option and select **Continue**.
*   **Maintain communication:** Send all messages through Turo messaging to ensure we have visibility into the conversation.

## Get a damage estimate

Get a repair estimate within 72 hours of selecting the resolve directly path. Ensure the estimate covers only the damage that occurred during the trip. US hosts in some locations can take advantage of a discount via a Turo partner:

*   **Gerber Collison & Glass (US hosts):** Call Gerber at (888) 674-6130 to schedule an appointment and tell them you're a Turo host.

**Note:** If your guest prefers to use their personal insurance, see [How to resolve a damage claim through guest or third-party insurance | Hosts](https://help.turo.com/how-do-i-resolve-a-claim-through-guest-or-third-party-insurance-Bkt9IVeVc).

## Request payment

After you receive an estimate, send a damage invoice to your guest through your claims dashboard. 

*   **Maximum request:** You can request payment up to your guest's out-of-pocket maximum.
*   **Visibility:** View your guest's out-of-pocket maximum on your damage report, the invoice, or the trip's car-sharing agreement.

## Receive payment

Allow your guest time to review the invoice and respond. If the guest has questions or disagrees with the cost, connect them with your repair shop to discuss the estimate or negotiate the price. Guests pay invoices directly through the Turo app or website.

## Escalate to Turo

You can escalate to Turo if you and your guest cannot reach an agreement. Escalations must meet these criteria:

*   **Unresponsive guest:** The guest does not respond for three or more days.
*   **Change of mind:** You decide not to resolve the issue directly.
*   **Unresolved payment:** You received no payment or only partial payment for the damages.

**Important:** You must escalate the claim within 20 days of the trip ending. You may escalate outside this window only if you show you have been actively working with the guest's personal insurer or a third-party insurer.