Host Absence

In case the vehicle is not at the pickup location when you arrive, we have set procedures to contact the host and, if necessary, our Customer Service team.

What to do if the Host does not show up

If you arrive to pick up the vehicle and the host or the vehicle is not there, follow these steps:

• Verify the address. Open the booking details page and confirm that you are at the correct location. Check your Sync inbox to see if the host has sent any additional or updated information about the vehicle's location.
• Allow extra time. If you arrive early or on time, you should give your host a courtesy window of 30 minutes after the scheduled booking start time to arrive. The host should also give you a 30-minute courtesy window to arrive.
• Contact your host. Send a message to your host through Sync. Open the "Bookings" tab and select your booking from the list of confirmed bookings. Tap "Message" to contact your host. If you do not receive a response, try sending another message or calling them. The host's phone number is listed on the booking details page.
• Call Customer Service. If you cannot reach your provider and have waited 30 minutes after the booking start time, call Customer Service through the app. We will cancel the booking without penalty and assist you in finding a new vehicle. If we cannot help or if you prefer not to rebook, we will refund the full amount.