Turo Toll Message Template to Send Before a Trip

A short pre-trip toll message sets expectations without overwhelming the guest — it should explain how the vehicle handles tolls, what the guest should avoid, and how any eligible charges get documented through Turo. Pair it with How to Charge a Turo Guest for Tolls if you want the fuller policy background behind why the message is worded this way.

Template

"Hi [Guest first name] — a quick note about tolls for your trip. This vehicle [has/does not have] a [provider/transponder name]. Please don't add the vehicle or transponder to a personal toll account unless we've discussed it in Turo messaging. Any eligible tolls incurred during your trip will be itemized with supporting documentation and submitted through Turo's reimbursement process after they post. Toll-provider posting can be delayed. Please message me through Turo if you have any questions. Safe travels!"

Customize before sending

Whether a transponder is actually installed, the toll-provider's name, any device-setting instructions the provider allows, whether cash lanes exist in the operating region, and any vehicle-specific limitations worth flagging up front.

Avoid risky language, and keep it in the workflow

Don't promise an exact posting date, threaten automatic penalties, request off-platform payment, invent an administrative fee, or state that every toll notice will automatically be the guest's responsibility — none of those hold up if a guest pushes back later. Keep the actual communication inside Turo messaging, and keep an internal record showing the vehicle, transponder, and reservation period the message applies to. See How Kelviz Matches Toll Transactions to Turo Reservations for how a posted toll finds its way back to this same reservation later.