Handling Cleaning Violations on Turo

Cleaning violations are one of the most frustrating issues you’ll face. They can cause delays, cost you money, and create a poor experience for your next guest if not handled quickly. The good news? Turo does offer a resolution process for hosts—as long as you document the issue correctly and follow the claim steps.

What Counts as a Cleaning Violation?

According to Turo’s policies, hosts can expect their vehicle to be returned in a condition that reflects the dirtiness that comes from normal use, weather conditions, and travel locations. However, if a guest returns the car in a condition that only could have been caused by irresponsible or abusive behavior, you can report the issue and charge a cleaning violation fee.

A cleaning violation includes:

• Biowaste or bodily fluids

• Spills or waste that requires cleaning inside of vents or between the door panel and window

• Major stains or residue that covers a large area of the vehicle’s interior and would require steam cleaning or a full detail

• An extreme amount of caked on mud, dirt, sand, or insects that requires professional-level exterior detailing

• Significant amounts of pet hair

Ineligible cleaning issues:

• Small interior messes of items that can be thrown away, wiped up, or vacuumed (e.g., food wrappers, beverage bottles, sand, dirt, crumbs)

• Exterior dirt, mud, or sand that can be removed by a car wash

• Water stains, minor food or beverage spills, or sticky substances on the vehicle’s interior or exterior

• Unpleasant odors (including smoking odor)

If the guest returns the vehicle in excessively dirty condition, you can file a cleaning violation claim and request a reimbursement fee.

What Turo Requires (and When)

To file a cleaning violation claim, Turo requires:

• Before and after photos showing the difference in cleanliness

• A clear description of the mess

• Submission within 24 hours of the trip ending

• Use of the Reimbursement Tool in the Turo app or website

Turo may award $150, depending on the severity of the mess and the documentation you provide.

Important: The reimbursement isn't guaranteed. Turo will review each claim and may deny it if they determine the mess is minor or wasn't documented clearly. It is very difficult to get Turo to approve cleaning violations and typically a guest will have to severely trash a vehicle before it is approved.

Our Tips for Hosts (New or Experienced)

• Take detailed pre-trip photos—clean interior shots before the guest checks in, including floors, seats, cupholders, trunk, and any common problem areas. This is your proof of the car's original condition.

• Take detailed post-trip photos immediately after return—get the same angles to make it easy for Turo’s support team to compare.

• Leave a small reminder sign inside the vehicle (example: “Please return the vehicle in the same clean condition it was delivered. Thank you!”).

• Always review your car thoroughly before the next guest. Even if you plan to clean it yourself, document the condition first. You may not notice an issue until after the guest leaves.

• Don’t forget the trunk, seatbacks, and under seats—guests often forget items or leave dirt and food in less visible areas.

• Submit your claim right away. Set a calendar or phone reminder to submit within 24 hours of trip completion.

How to Clean & Restore the Vehicle After a Messy Guest

Even if you get reimbursed, you still need to get the car ready for the next guest—fast. Here’s how to handle a cleaning violation efficiently:

• Start With Trash Removal

Use disposable gloves and a trash bag to remove all visible garbage and personal items left behind.

• Vacuum Thoroughly

Use a handheld or shop vac to vacuum:

• Seats and floors

• Under the seats

• Trunk and cargo areas

• Between seat creases

For pet hair, use a pet hair brush or a dampened rubber glove to help lift fur.

• Wipe Down All Surfaces

Use interior-safe wipes or all-purpose cleaner on:

• Dashboard and console

• Steering wheel

• Door panels and handles

• Cupholders and armrests

Check for sticky spills, food stains, and fingerprints.

• Clean the Windows

Don’t skip this step—greasy fingerprints, fogginess, or residue on windows can make the car look (and feel) dirty.

Use a microfiber cloth with glass cleaner for a streak-free finish.

• Odor Removal

If the guest left strong food smells or bad odors:

• Use an odor eliminator spray (not just an air freshener)

• Run the A/C with vents open while spraying a neutralizer into the intake

• Leave an activated charcoal pouch or baking soda box inside for a few hours

Add cleaning violations to your internal checklist, and keep a template message saved in your app to contact guests professionally. Having a repeatable system in place ensures you won’t miss out on compensation—and keeps your vehicle in great shape for the next trip.

Click Here to View Turo's full Cleaning Violation Policy for Hosts.