What Happens If a Guest Breaks Down Hours Away?

One of the worst things that can happen as a Turo host? Getting that message:

“Hey, the car broke down... and I’m __ hours away.”

Whether you're renting out a 2012 Toyota Corolla or a 2023 McLaren, breakdowns happen. And when they do, it’s important to know what your responsibilities are, what Turo covers, and how to protect yourself from losing money or time.

Let’s walk through what to do, what not to do, and how to avoid turning a breakdown into a full-blown nightmare.

What Does Turo Cover in a Breakdown?

If your vehicle breaks down during a trip, Turo provides 24/7 roadside assistance to both guests and hosts under specific conditions. Guests can access roadside assistance via the Turo app under their trip details.

According to Turo’s Host Roadside Policy and Guest Roadside Guide, here’s what’s included:

• Flat tires

• Dead batteries

• Lockouts

• Jump starts

• Towing for mechanical failure

• Towing following a verified collision or guest-related damage

Who’s Responsible for the Tow?

Here’s the key point many hosts don’t realize - Turo determines who pays for the tow based on who is at fault and what caused the breakdown.

If the breakdown is due to mechanical failure (e.g., alternator dies, engine overheats):

• You (the host) are responsible for the cost of repairs and the tow.

• Turo may still dispatch the tow truck, but they will bill you after the trip.

If the breakdown is due to guest misuse or damage (e.g., curb damage, improper fueling, collision):

• Turo covers the tow as part of their protection plan, and the guest may be held liable.

• You may be eligible to file a damage claim, and in some cases, receive loss of hosting income if your protection plan includes it.

Always ask Turo Support who will be financially responsible before agreeing to transport your car anywhere. Otherwise, you could be stuck with a bill you weren’t expecting.

What to Do Immediately if a Breakdown Happens

Here’s what you (the host) should do as soon as you’re notified:

Step 1: Ask the Guest to Contact Turo Roadside

Guests can access this via:

• Turo app > Trips > Roadside Assistance

• Or call 1-415-965-4525 (US)

They should not be calling their own insurance or arranging their own tow unless instructed by Turo support.

Step 2: Stay Calm and Ask for Details

Ask for:

• The vehicle’s current location

• A description of what happened

• Any dashboard lights or warning signs

• If they’re safe and off the road

You want to help the guest, keep in mind things happen it's just apart of doing business. All of these details can help document what happened and help if Turo needs any additional information.

Step 3: Notify Turo Support Yourself

Even if the guest reaches out to roadside, it’s smart to open a host-side support ticket to:

• Document the issue

• Get advice on how to proceed

• Report the trip interruption if needed

This keeps you in the loop and allows you to take next steps (like canceling future bookings, if the car won’t be back in time).

Will You Get Paid for the Lost Time?

This depends on:

• The protection plan you selected as the host

• The loss is caused by a covered claim (damage, accident, etc.)

• The nature of the breakdown (guest-caused vs. mechanical failure)

If the breakdown was mechanical (e.g., alternator failure, battery, overheating), you likely won’t be reimbursed for lost bookings or towing unless it resulted from damage caused by the guest.

Tip: If the guest caused the damage, file a damage claim through the app to preserve your ability to collect loss of income.

Who Retrieves the Car?

This depends on the outcome of the tow:

• If the car is towed to a local shop, you’ll need to coordinate with the shop and either:

  • Retrieve the car yourself

  • Arrange for a transport company to bring it back

• If the car is towed to your local service center, great—just schedule repairs.

Important: If the vehicle is more than 75 miles from its origin and still operable, Turo will not cover transport back to you. However, if the vehicle is inoperable due to verified guest-caused damage, Turo may assist with recovery as part of the claim process. If the breakdown is due to a mechanical issue or maintenance failure, hosts are generally responsible for retrieval costs.

Breakdowns suck. But they’re a reality in this business—especially if you’re running multiple vehicles or using older models.

The key is:

• Stay calm

• Document everything

• Let Turo Roadside do their job

• And know where your responsibilities begin and end

If your vehicle breaks down far from home, you’ll need to make judgment calls on retrieval and repairs—but the faster you move, the faster you can get it back in service.