FREQUENTLY ASKED QUESTIONS (FAQ)

What are your hours?
  • LOT HOURS: Sunday - Thursday (7:00am - 9:00pm), Friday (7:00am - 5:00pm), Saturday (closed)
  • DELIVERY HOURS: Sunday - Thursday (7:30am - 6:00pm), Friday (7:30am - 6:00pm), Saturday (closed)
  • If you need to make a change that is outside our hours of operation, please contact us in the Turo app so we can check if we can accommodate your change.
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Do you offer 1-day rentals?
  • No, we have at least a 2-day minimum requirement for all our reservations.

Do you deliver to other parts of the island?
  • We currently offer delivery options to Kahului only.

Can I change the primary driver?
  • The primary driver cannot be switched, but you can add additional drivers. Hosts are only allowed to release the car to the primary driver.

How do to I make changes to my reservation?
  • Hosts are unable to make changes. To make a change, click on "MODIFY TRIP" to submit a change request. If you're making adjustments to your time, please note that Turo doesn't offer pro-rated rates, so any time frame over 24-hours will be charged an additional day (EXAMPLE: A booking from 10am Monday - 10am Tuesday will be charged as 1 day. A booking from 10am Monday - 11am Tuesday will be charged as 2 days.)

Does my car insurance cover Turo reservations?
  • Every insurance policy is different, so we recommend calling your insurance company to confirm coverage. If you don't have coverage, you can add a Turo protection plan anytime before your reservation begins by clicking on "MODIFY TRIP".

Why hasn't my additional driver been approved yet?
  • Unfortunately, hosts don't have any authority in the approval process for drivers. If the status of an additional driver is still pending, please contact Turo support at (415) 965-4525 to check on the status.

When will I receive my lockbox code?
  • Our team prepares your car based on your reservation time. As soon as your car is ready for pickup and Verification Photos have been sent and verified, we will send your lockbox code.

What are Verification Photos?
  • Hosts are required to obtain the following photos no more than 24-hours prior to your reservation, if it's sent too early we will request for you to send it again. PHOTO 1 (close up of your drivers license) & PHOTO 2 (selfie of you holding your drivers license). The Turo app will prompt you when to upload these photos are part of your check-in procedure. We are not able to provide the lockbox code until these photos are provided and verified.
What if my license is expired?
  • We can only release the car if you have a valid drivers license in your possession. Please be sure that your drivers license is current prior to your reservation.

Do I need to take photos of the car?
  • We always upload a bunch of photos the day of your reservation. But we always recommend our guests to take, at the minimum, photos of the four sides of the car and the odometer/gas reading BEFORE (pre-trip) your trip begins and AFTER (post-trip) you return the car. While we try our best to provide a car free of any damage, there may be some wear and tear caused by other drivers and circumstances beyond our control.

Do I need to clean the car?
  • Turo is a car-sharing company, so think of it as borrowing a car from your friend. We completely understand we're on an island and some sand and dirt is inevitable, but doing the simple things mentioned in our BASIC GUIDELINES, help us out a ton.  Cars that are considered "excessively" dirty, could be considered a cleaning violation and subject to a cleaning fee (see examples below). If you are needing to clean or vacuum the car before your return, here are a couple of car washes near our lot:​​
Please remember to review our BASIC GUIDELINES.
​If you have any questions specific to your reservation, you can message us through the Turo app.
​Mahalo!