Mobi Playbook: Host Guide to Handling Late Returns

📘 Host Playbook: Guide to Handling Late Returns

🚗 Late Returns

If your renter hasn’t returned the vehicle by the scheduled end time:

1. Contact the Renter Immediately

Send a polite message to the renter to check in. Most delays are honest mistakes.

2. Confirm Their Intent

If a guest fails to return the vehicle on time and doesn’t extend the trip through the Mobi platform, Mobi will automatically charge them for an additional day. We understand that most delays are honest—guests may be preoccupied driving, working, or caught in traffic.

If the guest’s payment is declined, we recommend reaching out to check whether they intend to extend the trip or are currently en route to return the vehicle.

If the guest confirms they plan to return the vehicle after the trip has expired, they will still be charged for an additional day, and you as the host will receive your share. If the charge cannot be collected, the unpaid balance will remain on the guest’s account, and they will be suspended from the platform until it’s resolved.

Mobi strictly enforces this policy to protect your earnings, your vehicle, and the overall reliability of our host community.

You will have 72 hours to:
  1. Recover the vehicle, or
  2. Coordinate with the guest to collect payment and extend the trip.
If the guest pays and extends: The rental may continue without interruption.

If the guest cannot pay: You should begin the vehicle recovery process. Mobi’s insurance coverage will lapse after 72 hours from the original return time.

📘 Tip: Be ready to take action within this 72-hour window. [Follow our Vehicle Recovery Playbook]

3. Track and Recover Your Vehicle

If you have Passtime GPS or other telematics installed, use it to monitor your car’s location. If the renter is unresponsive and you cannot retrieve the vehicle safely, contact local authorities and notify Mobi immediately.

4. Charge a Recovery Fee

You’re entitled to additional day charges and related recovery fees (see Additional Charges Policy). Mobi will assist with processing fees and blocking the renter from future access.

💡 Pro Tips

  1. Always document communication for protection.
  2. Set a reminder 30 minutes before each pickup and return to stay ahead.
  3. Consider requiring GPS (Passtime) if you’ve had repeated issues—it’s your best line of defense. See our partner discount here.
  4. Trust your instincts. If something feels off, report it early—we’re here to help.


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