You've made your booking, pickup time is approaching, and your host isn't responding to your messages. It's one of the most stressful situations — and the first thought that comes to mind is: "Will I have the car on time?"
The short answer: Yes, you'll have a solution. Either the host will reach out in time, or the Sync support team will step in to protect you — with a full refund and no financial impact on you.
This article walks you through exactly what to do and when to ask for help.
First: why you may not have heard back yet
Most Sync hosts reply within hours — but there are reasons they may not have done so yet:
They're driving or at work and can't respond right away.
They haven't received a notification due to a technical issue on their phone.
They're in a different time zone or have different working hours.
Your message arrived outside their delivery hours.
Usually it's not a reason to worry — but don't leave it unresolved. Follow the steps below.
The steps to follow
Step 1: Communicate exclusively through the Sync app
All communication with the host must happen inside the Sync app, on your booking page. Don't try to reach the host through other channels (phone, WhatsApp, social media).
Two reasons:
Our support team can only see in-app conversations. If we need to step in later, we'll need that history to take action on your behalf.
The host gets a push notification, email, and SMS when you message them on Sync. This is where they're most likely to see it.
Send a clear message. Example:
"Hello, I'm reaching out about our booking on [date/time]. Please confirm that everything is set for pickup and the meeting point."
Step 2: Give them a reasonable time to respond
If you sent your message and you're more than 24 hours before pickup, give the host a reasonable window — up to 24 hours — to respond. They usually reply sooner.
If you're within the last 24 hours before pickup and there's no reply within 3–4 hours, don't wait any longer — move to the next step.
Step 3: Send a second, more specific message
Before asking us for help, one more message usually unblocks the situation. Give the host an easy question to answer:
"Hi, we have a pickup scheduled in [X hours]. Please send me a quick message confirming everything is in order."
"I'll be waiting at [time] at [location]. Please confirm you'll be there."
Step 4: Contact the Sync support team
If 3–4 hours pass without a reply and pickup time is approaching, reach out to us right away through the in-app chat. We don't want you running into a problem at the last minute — ideally this message should be sent at the latest 2 hours before your pickup.
In your message to support, include:
Your booking reference (or simply open the chat from the booking page so we can see it automatically).
How many times you've tried to reach the host and when.
When your scheduled pickup is.
From there, we take over. Our team will try to reach the host through additional channels (phone call, urgent email) that aren't available to you.
Step 5: A resolution within a reasonable time
Based on what we find, there are three possible outcomes:
The host gets in touch. In most cases we reach them and the booking continues normally. Usually it was a notification issue or temporary inability to access the app.
The host can't fulfil the booking. If it turns out the host can't complete the booking, our team cancels it as a host-fault cancellation. You receive a full refund, and our team will help you find an alternative car from the Sync marketplace.
The host shows up after the scheduled time. If they arrive with a significant delay that has affected you, talk to our team — we evaluate possible compensation on a case-by-case basis.
What you should NOT do
Don't cancel the booking yourself
If you cancel the booking before contacting our team, the system records it as a guest cancellation — with all the consequences:
If you're outside the free-cancellation window (within 24 hours of trip start), you'll be charged cancellation fees.
You lose the option of having your payment moved to another car through support intervention.
Instead of cancelling, contact us. It's the only path that protects you financially.
Don't rely on WhatsApp or phone agreements
Even if the host responded to you outside the app, ask them to repeat your agreements (time, location, any changes) inside the app. Agreements made outside Sync are not recognised by the support team in case of a dispute.
Frequently asked questions
How long should I wait before contacting support?
It depends on how close you are to pickup:
More than 48 hours before: wait up to 24 hours before getting concerned.
Within the last 24 hours: if you don't get a reply within 3–4 hours, contact us.
Within 1 hour of pickup or after: contact us immediately.
The host told me on the phone they'll be late. Is that okay?
Ask them to write it in the app as well. If they don't and they end up significantly delayed or no-show, our team won't have documentation to support you.
Pickup time has arrived and the host hasn't shown up. What do I do?
Stay at the pickup location and contact the support team immediately through the in-app chat. Take a photo of the location and the time as evidence of your presence. We'll take it from there.
Will I lose my money if the host doesn't show up?
No. If it's established that the host is responsible for the failed pickup, you receive a full refund — including extras, delivery, and protection plan. On top of that, you'll also receive a generous discount voucher from Sync for your next booking, whether or not we ended up replacing the vehicle for you.
Will Sync find me another car?
The support team will help you find an alternative car from the platform, based on availability. In some cities we also operate our own vehicles that can cover emergency cases.
Can I do this on the morning of pickup?
Yes. But the earlier you start trying to make contact, the easier it is for us to help. If pickup is just a few hours away, don't wait — reach out to us already.
Summary: the golden checklist
Send all your messages through the Sync app.
Give a reasonable time for a reply — less the closer you are to pickup.
Send a second, specific message before asking for help.
Contact the support team through the in-app chat.
Don't cancel the booking yourself before talking to us.
If the host doesn't show up, stay at the pickup location and notify support immediately.