Managing late returns by Guest
Late returns happen when a Guest is not able to return the car at the agreed time and location i.e. at the end of a booking.
In this situation, we understand that Hosts can become anxious. As such, we recommend to contact the Guest and the delivery partner in charge to get an update on their ETA first.
In most cases, we found that most Guests are late because they’re still driving from their destination, stuck in traffic, or they have returned the car to our delivery partner.
Depending on the situation, if a Guest returns the car later than the booking time, you may be eligible for a Late Return reimbursement.
Guest Penalty for the Late Return of Vehicle
Less than 1 hour: No additional charge
1 hour or more: Additional charge of 24 hours of daily booking
*As of September 2023
How to report late return on the app:
On the TREVO app, go to “Host”.
Find the booking that you’d like to report under “History” and tap on it .
Scroll down until you see the “Report an Issue” button and tap.
Select “Guest is late to return the car” from the options.
Upload relevant images by tapping the "+" button.
Tap "Report".
Reimbursement value to Host:
Within 2 hours of the designated end time: 40% of 1 day’s Access Fee
More than 2 hours but within 6 hours after the designated end time: 75% of 1 day’s Access Fee
More than 6 hours after the designated end time: 1 day’s Access Fee
*Access Fee will be subject to Marketplace Fee
Tip: Any documentation indicating the late return of the Vehicle such as photograph(s) with timestamp.
Your report will be reviewed by our team and we will reach out to you via e-mail. Processing time typically takes 7-14 working days.
Refer to our Reporting Booking Issues guide for more information as well.
What should you do if your car has not been returned by the Guest and they’re uncontactable?
If the car has not been returned by the Guest or is reported missing, you can get in touch with us via the in-app live chat (TREVO app > Account > Live Chat).
It is important that you make a report to TREVO of such late return within one (1) hour from the time the Trip was scheduled to complete.
Refer to our Terms of Service (9.2) for more information.
