# Report a cleaning issue

> Reporting guests who violate cleaning policy     You have up to 72 hours after a trip ends to report an eligible cleaning issue in the app and charge y

Source: https://help.turo.com/en_us/reporting-a-cleaning-issue-rkmuBNeEq

Last updated: 2026-05-06T15:28:57.120Z

## Report guests who violate the cleaning policy 

You have up to 72 hours after a trip ends to report an eligible cleaning issue in the app and charge your guest a cleaning violation fee. 

You should expect a guest to return the vehicle in a condition that reflects the dirtiness from everyday use, weather conditions, and trip location. An eligible cleaning issue is one that could only have resulted from irresponsible or abusive behavior. Before you decide to charge for cleaning, refer to Turo’s [cleaning policy for hosts](https://help.turo.com/cleaning-and-disinfection-policy-or-hosts-B1PrUNe49). 

If the evidence supports an eligible cleaning issue, we’ll charge the guest a $150 violation fee, add those funds to your host earnings, and may, at our discretion, remove the guest from Turo. 

## Submit a cleaning issue report  

#### Report the issue

Log onto the Turo app, open the **Trips** tab, and choose the trip that has a cleaning issue. Open the trip to the **Details** page, tap **"Report Issue"**, then choose **“Cleaning violation.”**

#### Add photos

Tap **“Add photos”** to upload photos or take new photos. You'll need pre- and post-trip photos taken no more than 24 hours before and 24 hours after the trip ends. You must supply sufficient evidence for Turo to charge a violation fee and remove the guest. 

#### Submit the report

You have the option of writing a message to Customer Support before you submit your report. If you do, tap **“Report issue”** when you’re done and **“Confirm”** to submit your report**.** 

Give Customer Support 48 hours to review the issue and notify you of the outcome. You can also sign in to the Help Center and review the issue status by opening the drop-down menu and choosing **My Conversations**.

## Additional documentation for Hawaii hosts reporting red dirt

Hosts in Hawaii reporting a cleaning issue related to red dirt must also provide evidence that the guest was in an area that may have red dirt by adding a screenshot that shows tracking data, the date, and the time. Tracking data should show the guest’s location in one of these areas: 

#### Areas in Hawaii with red dirt

**The Island of Hawaii**

*   Upper Hāmākua (Waipi'o Valley Road)
*   Mauna Kea Observatory Access Road
*   Papakōlea Green Sand Beach
*   Puʻuwaʻawaʻa Forest Reserve

**Maui**

*   Peʻahi (Jaws)
*   Between Kaupō and Ulupalakua (southeast slopes of Haleakalā)
*   Ulupalakua uplands
*   Polipoli

**Oʻahu**

*   Wahiawā plateau

**Kauaʻi**

*   Polihale access road
*   Kōkeʻe State Park (unpaved roads)
*   Waimea Canyon (Halemanu Road)

\*Values are in A$ for Australia, CA$ for Canada, € for France, and £ for the UK. They’re in US$ for the United States and its territories.