If you’re a new host on Tarlen and have just received your first booking, congratulations! You’re on your way to building a new stream of income. To grow your earnings and make the most of your car, you’ll need to know how to provide the best experience for your renters.
Renters who have a great experience leave 5-star reviews and return to book from you again. This is what will drive business growth for you on Tarlen.
Read this guide to learn more about what to do: before, during and after a trip to make sure your renters have the best experience booking from you.
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Send your guest a short thank you message.
Sending a thank you message when a guest books your car isn’t just good manners, it leaves a great first impression and sets the tone.
It shows you’re polite, warm, and welcoming. Use this opportunity to confirm trip details or ask any additional questions you may have.
Related: Tarlen is revolutionising mobility
Prepare your vehicle.
Ensure your vehicle is clean, smells fresh, and is ready to go. Fill up the tank, check the oil level, inspect tire pressure, and top up washer fluid.
Your goal is to make your car look and drive its best for your guest.
Communicate the pickup location or get the exact delivery location
If your guest is picking up the car, provide the exact pickup location, down to the parking lot number, to avoid confusion.
But if you’re delivering the vehicle, confirm the exact delivery location or request their flight details if meeting at the airport. Clear communication ensures a seamless handover and great guest experience.
Document the vehicle’s condition before the trip
The check-in button for the trip becomes active 2 hours before the trip starts. This check-in process is crucial to document your car’s condition at the beginning:
The process involve 2 simple steps:
- Step 1: Take and upload clear photos of the interior and exterior from every angle on the Tarlen app. Include the tires and, if possible, the bottom plate. This provides proof in case of damage during the trip.
- Step 2: Record the odometer reading and fuel level, and upload a photo of the dashboard showing this information. This helps track mileage and fuel usage during the trip.
Skipping check-in leaves you without proof if damage occurs, so take detailed photos of the entire vehicle and upload it on the app.
Arrive early
Being on time shows professionalism and makes a good impression. Ensure your vehicle is ready and at the meeting spot a few minutes before the trip starts, whether the guest is picking up or you’re delivering it.
Verify your guest's drivers license
When you meet your guest, you must first confirm their identity before handing over the keys. You must request to see their driver’s license and check to see that:
- The name on their driver’s license matches the name on the app.
- The photo on their driver’s license matches the guest.
- The driver’s license is valid, hasn’t expired and covers motor vehicles.
Do not accept passports or national ID cards. Don’t hand over the keys if:
- A different person shows up instead of the original guest.
- They refuse to show you their valid driver’s license.
- They bring a photocopy of their driver’s license instead of the original.
- The driver’s license doesn’t match the name of the original guest.
- The license is expired or appears altered.
Be helpful during the trip
Guests may contact you with questions during the trip. International guests might ask about the city, attractions, or safety tips. It’s important to respond promptly and politely when they do.
You can further encourage guests to reach out with questions in advance, making them feel comfortable. Guests may want to extend their trip, so be ready to provide availability information.
Meet your guest at the end of the trip
Punctuality at the end of the trip is just as important to avoid having your guest wait around for you.
Send a message a few hours before the trip ends to remind your guest and confirm the return location. If you delivered the vehicle, pick it up at the same location.
Document the vehicle’s condition after the trip
Two hours before your trip ends, you’ll be promoted on the app to do a post-trip check out. This is similar to the check-in process:
- Take photos of the interior and exterior, including tires and the bottom plate.
- Check for new damage and report it within 24 hours to file a claim.
- Record the odometer reading and fuel level.
- If the guest didn’t refill the tank or exceeded the mileage, you can request reimbursements for the tank refill or extra miles driven.
Always rate your guest at the end of the trip
After check-out, your feedback will be requested. Here, you have the chance to rate your experience with the guest. Your guest will be asked to rate their experience with you too.
We encourage everyone, Guest & Host to give honest feedback. This is important to help us build trust and improve the experience for future hosts and guests.
Now you know how to prepare for and handle trips on Tarlen. We wish you the best in your new carsharing venture!
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