I opened the door to my Model 3 and the smell of marijuana hit me like a physical wall. There were no burns on the seats, no visible joints left behind, just a stench so strong I couldn’t rent the car to the next family arriving in 3 hours. I filed a smoking claim with Turo, and 20 minutes later, I got the automated email: “Claim Denied: No physical evidence of smoking found.”
Key Takeaways
- Smell is Not Evidence: In 2026, Turo and most rental platforms do not accept “smell” as valid proof for a smoking fee. You need visual debris.
- Ash is King: You must find ash, tobacco flakes, or burn marks.
- The “Cleaning Violation” Fee: You are fighting for a violation fee (usually
150−150−250), not an insurance claim. - Ozone Machines are Essential: You cannot wait for Turo to approve the claim to clean the car; you need to own an ozone generator.
The “Why”: The “Visual Proof” Standard
The platform realized that “smell” is subjective and guests were doing chargebacks on credit cards claiming hosts were lying. To stop the bleeding, Turo updated the policy: No photo of ash/evidence, no money.
This creates a trap where a guest can hotbox your car, vacuum it out perfectly, and you are left with the smell and zero recourse.
The Investigation: I Tested the “Ash” Theory
I staged a “smoking event” (using legal herbs and mock ash) to see what the AI image recognition would flag.
- Test 1 (Smell Only): I submitted a claim stating “Strong odor of cannabis.” Result: Instant AI denial.
- Test 2 (The Tiny Flake): I took a macro photo of tiny black specks on the window switch. Result: Approved ($150 violation fee).
- Test 3 (The Vaporizer): I submitted a photo of a vape pen left under the seat. Result: Approved. Paraphernalia counts as evidence.
Comparison: Cleaning Reimbursement
| Method | Cost to Host | Reimbursement Chance | Effectiveness |
| Professional Detailer | $200+ | Low (unless visual proof exists) | High |
| DIY Ozone Generator | $80 (One time buy) | N/A (Tool investment) | High (Removes odor in 2 hours) |
| Air Freshener Bomb | $15 | Zero | Low (Just masks it) |
[IMAGE: Photo of a macro shot of ash in a cup holder next to a ruler, demonstrating the level of detail required for approval]
Step-by-Step Action Plan
- The “White Glove” Search: Do not clean the car yet. Use a flashlight. Look in the window crevices, the seat rails, and the cup holders. You are looking for any speck of ash.
- Photograph the Evidence: Take close-up photos of the ash or flakes. If you find a vape cartridge or a lighter, photograph that in the car.
- Submit as “Smoking Violation”: Do not file a damage claim. Go to the “Report Issue” -> “Smoking” section. Upload the photos.
- Run the Ozone Machine: While the dispute is pending, run an ozone generator for 60 minutes with the AC on “Recirculate.” Air it out for 30 minutes after.
FAQ
Can I cancel the next trip because of the smell?
You can try, but Turo penalizes hosts for cancellations. You are better off messaging the incoming guest: “Previous guest smoked; I am running an ozone treatment but there might be a faint scent. Would you like to cancel penalty-free?”
Does the Turo protection plan cover burns on the seat?
Yes, burns are “physical damage.” However, the deductible applies. If your deductible is $250 and the repair is $150, Turo pays nothing.
What if the guest disputes the charge?
If you have photos of ash, Turo usually sides with the host. If you only have a “smell” report, the guest wins 100% of the time.