I opened the door to my Jeep Wrangler and it looked like a beach dune had exploded inside. The floor mats were buried, the seats were caked in white powder, and there was a half-eaten taco in the cup holder. I immediately filed a reimbursement request for $150. Turo’s AI bot denied it in 3 minutes flat, citing “Standard Usage.” I was left vacuuming for three hours while losing money.
Key Takeaways
- “Mess” is not “Damage”: Turo distinguishes between a dirty car (cleaning issue) and a damaged car (insurance claim). You cannot file a damage claim for dirt.
- The “Biowaste” Exception: The only cleaning fee guaranteed in 2026 is for “bodily fluids” (vomit, blood) or smoke ash. Sand and crumbs are considered the cost of doing business unless it is “excessive” (blocking controls).
- Photos Must Show Severity: A photo of sand on a mat is denied. A photo of sand inside the AC vents is approved.
- Invoices Required: You can no longer just demand $50. You need a receipt from a car wash or a detailed invoice from your own cleaning LLC.
The “Why”: The Policy Shift
Years ago, hosts charged cleaning fees for everything. Guests revolted. Turo swung the pendulum back.
Now, the policy states: Hosts are expected to clean the car between trips.
To get paid, the mess must be an “Eligible Cleaning Issue,” which implies it requires professional intervention (steam cleaning, seat removal), not just a vacuum.
The Investigation: Where is the Line?
I tested the system with three staged scenarios (using my own fleet).
- Test 1: The Crumbs: I scattered chips and dirt on the floor. Result: Denied. “vacuumable.”
- Test 2: The Mud: I tracked wet mud onto the cloth seats. Result: Approved ($150). Reason: Requires extraction/shampoo, not just vacuuming.
- Test 3: The Sand: I covered the floor mats in sand. Result: Denied. Modification: I then poured sand into the seat tracks and photographed it. Result: Approved ($50).
Comparison: Cleaning vs. Damage
| Issue | Category | Payment Likelihood | Max Payout |
| Sand on Mats | Standard Use | 0% | $0 |
| Stain on Seat | Cleaning Violation | 50% (Must prove extraction needed) | $150 |
| Smoke Ash | Smoking Violation | 90% (With visual proof) | $250 |
| Vomit/Blood | Biohazard | 100% | $250 + Removal |
| Rip in Seat | Physical Damage | 100% (Subject to Deductible) | Repair Cost |
[IMAGE: Side-by-side photos of “Denied” sand (surface level) vs. “Approved” sand (embedded in electronics/buttons)]
Step-by-Step Action Plan
- Stop Vacuuming: Take photos before you touch anything.
- Find the “Excessive” Angle: Don’t just photograph the floor. Photograph the sand in the window switches, the seat rails, or the dashboard vents. Prove it affects functionality.
- Get an Invoice: If you clean it yourself, generate an invoice from a generic template showing “Steam Extraction Service – $150.”
- File under “Report Issue,” Not “Damage”: Go to the Trip -> Support -> Report a Cleaning Violation. Do not open a damage claim (deductibles don’t apply to cleaning, but neither does insurance).
FAQ
Can I charge a flat cleaning fee in my listing?
No. Turo removed upfront cleaning fees. You can only charge post-trip if the mess is severe.
What if the guest left trash?
Unless it’s hazardous (needles, rotting food), Turo expects you to throw it away. A few coffee cups don’t qualify for a fee.
Does pet hair count?
Only if the guest did not pay for a “Pet Extra” and the hair is excessive (embedded in fabric). If they paid the pet fee, you have to clean it for free.