Turo closed my Host account over a 90% fulfillment rate — looking for advice
Hi everyone, I’m a Turo Host and Turo recently closed my Host account because they said my percentage of fulfilled trip commitments had fallen “well below” their 90% minimum.
I’m trying to understand whether I have a reasonable basis to appeal and would appreciate advice from other Turo Hosts who have dealt with account closure or performance-metric issues.
Here’s what happened:
Feb. 27 – 11:00 PM pickup: This was an unusually late-night trip.
Apr. 1 – 12:00 AM pickup: The pickup/delivery location raised safety concerns at that time of night.
May 1 – 3:30 AM pickup: This one is particularly unusual. The guest booked the trip at approximately 1:30 AM, only about two hours before the scheduled 3:30 AM pickup. I was asleep and didn't see the booking or the guest's calls/messages in time. I understand that I should have configured my availability and advance-notice settings differently, but this was not an intentional cancellation or refusal to fulfill the trip.
Aug. 7 – vehicle repair: My previous guest reported that the brake pads needed replacement. Since brakes are a critical safety component, I took the vehicle for inspection/repair rather than continuing to rent it before the issue was addressed. I have repair documentation.
I accept responsibility for not managing my availability properly, especially for the late-night/early-morning bookings. I've learned from this and would use much more conservative availability and advance-notice settings going forward.
However, Turo closed my account and said my fulfillment rate was below 90%. I can no longer access my Turo account or trip history, so I can't verify how they calculated the percentage.
I have asked Turo to provide:
The date range used for the 90% calculation;
The total number of trips included;
Which trips they considered unfulfilled;
How each incident was classified;
Whether any of the incidents qualify for an exception; and
A manual review by a supervisor/Host Account Review team.
So far, I haven't received the underlying calculation.
My questions for other Turo Hosts:
Has anyone successfully appealed a Turo account closure based on the 90% fulfillment/commitment rate?
Does Turo distinguish between an intentional cancellation and an extremely short-notice 3:30 AM booking?
Has anyone had a vehicle-safety/repair-related cancellation removed from their performance metrics?
Is there a way to get Turo to provide the actual calculation and trips used to determine the 90% rate?
If regular Customer Support won't reconsider the decision, what escalation route actually worked for you?
I'm not trying to avoid responsibility for my mistakes. I mainly want to make sure the calculation is accurate and that the different circumstances were properly considered before permanently closing my account.
Thanks in advance for any advice or experiences.