FAQ
How to find the vehicle in the terminal Parking garage from my baggage claim?
We have made videos instructions for you to view:
Terminal 1:Â
https://www.youtube.com/watch?v=lAqfKzQqzro
Terminal 2:Â
https://www.youtube.com/watch?v=L3SIvVTXXaM
Getting Key:Â
https://www.youtube.com/watch?v=A8oMX1f7QfA
Any rules when using your vehicle?
All our vehicles are NO-SMOKING.
Please return it in the same condition as you received it(gas level, cleanliness)
Do NOT eat or leave food inside the vehicle as it will attract cockroaches and ants here in Hawaii, especially during summer time.
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What to do if I want to change my trip start time or end time?
You can change your trip start and end time under your trip details by clicking on change trip. No need to ask us, just request it and we will approve it if it fits our availability. You will see the confirmation once we approve it. If it is not confirmed within 7 hours, please message us on Turo and we will get back to you as it may not fit our schedule.
What to do if I want to extend my trip?
To extend your trip, you can adjust it under your trip details by clicking on change trip. It works same as adjust your end time. However you would have to do it before your current trip ends. Again, no need to ask us, you can request the change. If it doesn't allow you to change, it usually means the trip is booked by another guest thus cannot be extended. If the request is successful, but you do not see us confirm it within 7 hours, please message us on TURO, and we will help you.
How does pickup and drop off vehicle work?
If you selected pickup at vehicle's location(which we recommend as our location is not far from the airport), you would simply have to come to vehicle's location at your pickup time to receive it. If you selected airport pickup option, we will send you a detailed instruction ONE DAY before you fly out. For drop off, it would be usually the same way as when you picked it up.
Do you deliver the vehicle to our location?
Unfortunately, we only have two location options for pickup and drop of(Airport, vehicle's location) at this moment, and cannot deliver vehicles to your location.
Any safety tips when traveling on the island?
Yes, although generally our island is fairly safe, there have been severals break-ins happened to our guests. Here are some tips:
Do NOT leave any valuable items inside the vehicle as that's the fastest way to get your car window broken.
Do NOT park at an unsafe neighborhood.
Do NOT park at an unfamiliar area where there are not much traffic especially over night.
What happens if the car gets a flat tire?
For non-mechanical issues like flat tire, please contact TURO roadside assistance or you can put on the spare tire and replace or fix the tire which is what we recommend our guest to do.
What should I do if the car breaks down or doesn't start?
If the car won't start after you parked it for a while, try to jump start it first. If you suspect any mechanical issues and cannot resolve it, please contact us so we can help you.
What happens if I damage the vehicle?
It's very easy for us to identify the guest that created the damage of the vehicle because of pre-trip and after-trip photos. We ask our guest to please let us know when you damage the vehicle. It is much easier for both parties to solve it independently for minor damages than going through TURO's damage claim.
What should I do if I get into an accident?
In unfortunate events like accidents, we want to first make sure our guests and all parties involved are safe.
Then after that, please report to TURO and inform us about the accident, taking photos of the vehicle would be helpful as well.
If the vehicle is towed, please give us the name and location of the towing company.
You can choose to resolve the issue with us independently or go through TURO's insurance, and we will try our best to find a suitable solution.
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What happens if I get a ticket?
Please let us know if you get a ticket as it will save both of our time if we can solve it without having to go through TURO's reimbursement channel.
What is your cancellation policy?
You can view TURO's cancellation policy here:
https://turo.com/us/en/policies/cancellation
How to book your vehicles?
Currently, we are mainly operating on the platform called Turo. When you click on the turo link, you should be able to create an account and reserve the vehicle you like. If in the case it's not available, feel free to check all other vehicles provided by us.
What happens when all your vehicles are booked?
In that case, you can send us an email, and we will try to find an available vehicle for you or suggest some other places where you may find one.
Which payment methods do you accept?
We take venmo, zelle, cash along with all other payment options provided on TURO.