The guest has not turned up

Wait, message them through Juuh, and do not release the car to anyone else until the booking is resolved. Report it to support if there is no contact within an hour of the start time.

A guest who is late is usually just late. A guest who cannot be reached is a different matter, and the order you do things in matters.

In the first hour

• Message them in the Juuh chat, not by private text. The thread is the record of what was agreed.
• Call if you have a number, and say in the chat that you did.
• Wait at the agreed place, if it is reasonable to.

After an hour with no contact

Contact support from the booking. Do not cancel it yourself: a cancellation entered on your side is recorded as a host cancellation even when the guest is the one who did not appear.

Do not re-let the car

The booking is live until it is resolved, the guest is charged for it, and the contract covers them. Handing the keys to someone else in the meantime leaves a rental running with the wrong driver in the car.

Keeping the record straight

Messages in the Juuh chat, and photos of the car at the agreed time and place, are what support works from. Two minutes of that at the handover point is worth more than an account written from memory afterwards.

The same applies in reverse. If you are going to be late for a handover, say so in the chat — it turns a no-show into a delay.