Something went wrong during a trip

Every trip has a message thread attached to it. That thread is the fastest route to the person who can actually help, because the host is the one holding the keys and the spare. Open the trip and message them first for anything the host can fix.

The car will not start, or breaks down. Check whether roadside assistance is included on the plan for that car — it is set per island and shown on the listing. If it is, use it, then message the host so they know. If it is not, message the host before arranging recovery yourself, because they may have a local arrangement.

The host does not arrive for handover. Wait at the agreed spot and message them through the trip. If you still have no reply, open a support case from the help centre and include the booking reference. A host who does not deliver the car does not get paid for the trip.

The car is damaged, or you damage it. Photograph it before you drive away and again at return — the trip record stores both. Report anything new through the trip, then see the claims page for what happens next.

You need the car longer. Ask through the trip. The host has to agree, and the extra days are priced and charged like the original booking. Keeping a car past the return time without agreement is treated as a late return and can be charged for.

You want to end the trip early. You can, but the cancellation policy on that listing decides what is refunded. Open the trip to see the quote before you confirm.