As a TripWip host, your responsibility is to ensure a positive experience for both you and the drivers. Sometimes, drivers may need more time to return the vehicle than initially agreed upon. If you find yourself in a situation where the driver is delayed, it is important to update the information in the app so that the vehicle continues to have coverage against any risks. Here’s how to act to resolve everything smoothly.
1. Guide the driver to extend the rental
If a driver informs you that they will be delayed or intends to extend the rental, the first thing you should do is guide them to make a new reservation to extend the rental. The extension must be a minimum of 24 hours. It is important that the driver completes this reservation before the agreed return time to avoid complications and additional charges.
Here you have more information on how to extend an ongoing trip.
Steps to extend the rental:
If your vehicle has a minimum number of days set, temporarily adjust it to 1 day to allow the driver to make the new request.
The driver must log into the app and create a new reservation for the additional time they need the vehicle (minimum 24 hours).
Important: the new reservation must start at least one hour after the original rental end time.
For example, if the current rental ends at 14:00, the new reservation must be set from 15:00 that same day until 15:00 the next day.
Then, from the system, we will adjust the times so that the rental extends continuously and without interruptions.
2. Ask the driver to notify us
Make sure the driver informs you if they have extended their rental or if they have any difficulty doing so. If everything is in order, there will be no need to do anything else. However, if the driver cannot make the extension or if any issues arise, it is crucial that they communicate this to us so we can manage it quickly.
3. If you do not receive a response, report the situation quickly
If you do not receive a response from the driver or do not see them making the rental extension in a timely manner, it is essential that you report the situation to TripWip as soon as possible. By doing so, we can take the necessary measures to manage the delay and avoid additional charges or inconveniences.
Remember: Do not wait if the driver does not respond. Communicate the situation to us through the app or support channels as soon as possible so we can act immediately.
4. Fines for not extending or not reporting the delay
In case the driver does not extend or does not inform you of the delay, a fine will be applied for each additional hour that passes with the vehicle. The rates are as follows:
In Uruguay and Argentina: 10 USD for each hour of delay.
In Mexico: 200 MXN for each hour of delay.
It is important that both you and the driver are aware of these charges to avoid surprises.
What are the risks of not extending the vehicle?
That it will not have coverage against any damage, making the driver responsible for all incurred costs.
That extra hour charges will be applied (even more expensive than the vehicle rental price).
That the vehicle will be considered as misappropriation or theft.
That the account will be deactivated.
Summary for hosts:
If a driver is delayed, guide them to make a new reservation of at least 24 hours.
Ensure that the driver notifies us if they have made the extension or if they cannot do so.
If you do not receive a response or the driver does not manage the extension, report the situation to TripWip quickly.
Thank you for being part of the TripWip community and for helping us provide the best possible experience for our drivers. By following these simple steps, we ensure that everything flows smoothly for everyone.
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