Sometimes the car you booked can't be delivered: a breakdown, a service that ran late. In that case your host can offer you another car from their own listings and your booking continues as normal. You decide whether to take it.
What stays the same
Only the car changes. Everything else stays exactly as you booked it:
The price. You're charged nothing extra.
Pickup and return location and times.
Included kilometres.
Any Extras you added.
Additional drivers. They carry over automatically, so there's nothing to re-add.
Your protection plan.
The new car comes with its own pickup instructions and a new car-sharing agreement, because the agreement names the specific vehicle.
How you'll be notified
You'll get a push notification, an email and an SMS, and you'll see a banner on your trip screen. Open it to see the car you booked and the car being offered, with its key specs. If the new car is a lower category than the one you booked, it's clearly flagged.
You respond only in the app or on the web. The email and SMS just take you there.
How long you have
You have 2 hours from the moment the offer was sent, or until 1 hour before pickup, whichever comes first. The screen shows a live countdown and the exact cut-off time.
If you don't respond by the deadline, the change is applied automatically and your trip continues on the new car, under the new agreement. If the offer is sent within the last hour before pickup, the change applies right away.
Your options
Accept. Your trip continues on the new car and your trip screen updates with the new photos, instructions and agreement.
Decline. If the new car doesn't work for you, you can say no. Your whole trip is then cancelled and you get a full refund, because the change was requested by your host. A decline can't be undone, and your host can't offer you a second car on the same booking. Before you confirm, you'll see a screen asking whether you're sure.
If you still need a car, you can make a new booking as usual.
Good to know
While the offer is pending, date changes and adding a new additional driver on this trip are paused until you respond.
Your host can withdraw the offer before you respond. Your trip then stays on the original car, and you'll see that on your trip screen.
The car being offered is held for you for the whole response window. Nobody else can book it in the meantime.
If the change was applied automatically and the new car really doesn't work for you, contact us through the Chat.