Company operating source of truth

Know the policy.
Handle it correctly.

Search every policy, bullet point, table, FAQ, quick rule, and staff resource. When a situation falls outside these rules, stop and escalate—do not invent a solution.

Open the staff resource hub

Popular:

Staff resource hub

Every daily tool, one place

Open the system you need without searching old messages or bookmarks.

Use only your assigned account. Never share passwords, two-factor codes, lockbox codes, or customer data. A link does not expand your job permissions.

Core operations

Reservation, customer communication, fleet, and marketplace systems.

5 links

HQ Rentals — ManchesterOpen the Supreme Rentals portal and select the Manchester branch.Open HQ Rentals — SalemOpen the Salem and Medford portal and select the Salem branch.Open HQ Rentals — MedfordOpen the Salem and Medford portal and select the Medford branch.Open Supreme Rentals CRMOpen the current team inbox for calls, texts, leads, automations, and customer follow-up.Open Turo Host DashboardManage Turo trips, vehicles, guest messages, and performance.Open

Communication & administration

Daily communication, shared files, scheduling, and approved financial access.

10 links

SlackOpen company channels, location updates, and internal communication.Open Manchester MainOpen the Manchester operations and handoff channel in Slack.Open Salem MainOpen the Salem operations and handoff channel in Slack.Open Medford MainOpen the Medford operations and handoff channel in Slack.Open Cranston MainOpen the Cranston operations and handoff channel in Slack.Open GmailOpen company email through Google Workspace.Open Google DriveAccess approved company files, forms, and shared documents.Open Google CalendarReview shared schedules, meetings, and company events.Open Stripe DashboardOpen payments and disputes only if your role has access.Open Google Business ProfileManage location information and reviews only with authorization.Open

Company & locations

Customer-facing website and direct Google profiles for every branch.

4 links

Supreme Rentals WebsiteOpen the public website, fleet, policies, and booking experience.Open Google Profile — ManchesterOpen the Supreme Rentals Manchester listing for reviews, photos, and directions.Open Google Profile — SalemOpen the Supreme Rentals Salem listing for reviews, photos, and directions.Open Google Profile — MedfordOpen the Supreme Rentals Medford listing for reviews, photos, and directions.Open

Support & knowledge bases

Current support resources for HQ Rentals and Turo.

6 links

HQ Rentals Knowledge BaseUse the current HQ Rentals Notion knowledge base for software instructions and support answers.Open Turo Help CenterUse Turo’s current help center for platform policies, trip guidance, claims, and support topics.Open Turo Terms of ServiceReview the current agreement governing Turo accounts, bookings, payments, conduct, and platform responsibilities.Open Turo — Trip extensionsOpen the current Turo instructions for requesting and approving a trip extension.Open Turo — Reporting damageOpen the current host workflow and deadline guidance for reporting vehicle damage.Open Turo — Vehicle swapsOpen the current host process before changing the vehicle assigned to a Turo trip.Open

At a glance

Daily operating constants

Confirm vehicle-specific amounts inside the reservation.

Office hoursMon–Sat · 9 AM–5 PMSunday office closed

Booking, pickup & returnAvailable 24/7After-hours vehicle availability must be confirmed

Required deposit$300–$1,000$300 minimum with no exceptions; amount depends on vehicle class

Smoking violation$300Applies at every location; evidence must be documented

Minimum age21$25/day young-driver fee ages 21–25

Return grace1 hourDocument every late return

Inspection photos15–20Required before and after every rental

Deposit release10+ business daysAfter return and completed closeout

Staff policy support

Ask when the SOP is unclear

All customer quotes must be created and verified in HQ.

Staff support

Ask the SOP

Get an existing approved answer or send a new question into the management review queue.

24 operating sections

Start here

Manual authority & decision rules

How staff should use this manual and what happens when instructions conflict.

This manual is Supreme Rentals’ operating source of truth. Management approval is required to add a new policy or permanently change an existing one.

Key rules

Use the current published manual instead of an old screenshot, copied message, or verbal memory.
Confirm the rule applies to the correct location, vehicle class, rental channel, and situation.
If this manual conflicts with a signed Rental Agreement, law, insurer requirement, or platform rule, stop and escalate.
Management approval is required for permanent policy changes, new fees, waivers, and company-wide exceptions.
Document every approved case-specific exception in the correct reservation or company record.

1
Follow the current published procedure.
Do not create a new fee, exception, promise, or workaround because a situation feels unusual.
2
Stop when documents conflict.
If this manual conflicts with a signed Rental Agreement, applicable law, an insurance requirement, or a platform rule, preserve the customer’s position and escalate.
3
Get management approval in writing.
Permanent policy changes require written management approval. Store managers may make case-specific decisions only within the authority listed in this manual.
4
Use the newest version.
Do not rely on screenshots, copied Slack messages, or old printed pages after the manual has been updated.

Every staff member must

Search this manual before asking another employee to guess the policy.
Confirm the policy applies to the correct location, vehicle class, rental channel, and situation.
Read the entire applicable section, including warnings and escalation rules.
Document any approved exception in the reservation or company record where the decision belongs.
Report outdated, unclear, or conflicting language to management for correction.
Continue following the current published version until a change is approved and posted.

Staff must not

Treat a Slack message, verbal comment, or old screenshot as a permanent policy change.
Create a fee, discount, waiver, refund rule, or customer promise that is not authorized.
Change a company-wide policy based on one customer situation.
Tell another employee to ignore the manual without documented management approval.
Interpret uncertain contract language as legal advice to a customer.

Escalate immediately when

The manual conflicts with the signed Rental Agreement or a platform requirement.
The situation involves safety, police, threatened legal action, fraud, or a chargeback.
A customer asks for an exception outside the employee’s approval authority.
No published procedure clearly covers the situation.

This operations release does not rewrite any customer contract. Exact legal wording will be added only after the current Rental Agreements and Terms are reviewed.

Start here

Staff decision guide

Fast answers and first actions for common operating situations across every Supreme Rentals location.

Use this guide when you need a fast answer. Open the correct record, verify the facts below, and follow the first action before escalating for a decision.

Key rules

Open the correct reservation or trip before answering an operating question.
Verify the customer, vehicle, location, dates, payment, balance, coverage, keys, and current physical status when relevant.
Complete the first safe action that is already authorized before asking management for a decision.
Every unresolved issue must have one owner, one next action, and one exact deadline.
Ask one clear escalation question and include the evidence already checked.

Recurring situation	Do this first	Escalate when
Agreement missing or not started	Stop the release. Complete the correct RA, identity, coverage, payment, deposit, and signature fields.	The customer is onsite, information conflicts, or a required item cannot be completed.
Extension request	Check the calendar, balance, account standing, fees, and 28-day rewrite date; collect payment, then reply with the approved return date, time, and outstanding balance.	The vehicle is committed, payment is incomplete, or a contract requirement is missing.
Customer did not pick up	Confirm the vehicle and keys were never released and leave the RA unchanged for review.	A manager must approve the cancellation and resulting financial treatment.
Vehicle status, swap, or closeout	Physically confirm pickup or return; match the vehicle, keys, photos, fuel, mileage, and reservation before changing status.	Physical condition, location, calendar, or system status does not agree.
Deposit refund	Complete closeout, wait 10+ business days, itemize deductions, and obtain written manager approval.	A trained VA with refund permission may process only after approval; disputes or exceptions return to management.
Duplicate or incorrect fee	Stop before charging. Confirm rental length and that exactly one applicable VSF tier is present.	The system total cannot be corrected or conflicts with the signed or displayed total.
Discount or new rate	Use the published rate. Staff and VAs must not invent a discount, rack rate, or fee adjustment.	A manager must approve a case-specific discount; management approves new standard pricing.
Insurance or Damage Waiver	Verify and attach the required coverage details, or quote the exact reservation-specific Damage Waiver shown in HQ.	Transferability, comprehensive/collision, deductible, vehicle limits, or documentation is unclear.
Turo message or trip task	Open the trip, respond in Turo, and complete check-in, checkout, photos, calendar, and late-return tasks by the deadline.	Identity, vehicle location, safety, a claim, or a missed deadline is involved.
Damage or mechanical complaint	Protect safety, gather evidence, identify the trip channel, and place the vehicle on hold when condition is uncertain.	A tow, roadside help, swap, refund, repair, claim, or unsafe condition requires a decision.

Before escalating

Open the correct customer and reservation and include the RA number in the escalation.
Confirm the location, assigned vehicle, pickup or return time, and current physical status.
Read the customer conversation in Supreme Rentals CRM and the Turo thread when applicable.
Check the payment ledger, deposit, balance, receipts, fees, and prior approvals.
Check the vehicle calendar, key status, inspection photos, fuel, and mileage evidence.
State what you already verified and ask one exact question requiring a decision.
Tag only the responsible role or manager; do not broadcast customer data into unrelated channels.

Complete escalation format

Location · customer · RA number · vehicle.
Current due time, vehicle location, physical status, and system status.
Payment, deposit, balance, coverage, signature, and inspection status.
Customer request or incident stated in factual language.
Checks already completed and evidence attached.
The one decision needed, who needs to act, and the deadline.

Use the detailed SOP section for the complete procedure. If this guide conflicts with a signed agreement, law, platform requirement, or manager-approved direction, stop and escalate.

Company standard

Locations, hours & after-hours service

The operating baseline for Manchester, Salem, and Medford.

Manchester: 501 Elm St, Manchester, NH 03101.
Salem: 282 N Broadway, Salem, NH 03079.
Medford: 281 Middlesex Ave, Medford, MA 02155.
Office hours are Monday through Saturday, 9:00 AM–5:00 PM. Offices are closed Sunday.
Customers may book online 24 hours a day. Vehicle pickup and return are also available 24 hours a day when properly arranged.
After-hours vehicle availability may be limited because high-end, exotic, and other selected vehicles require staff preparation before release.
A vehicle selected in an after-hours booking must not be promised until the location confirms that the vehicle is available and prepared. Customers requesting a specific high-end or exotic vehicle for after-hours pickup should call during business hours so staff can confirm readiness.
Before any after-hours release, staff must verify the signed Rental Agreement, customer identity, coverage requirements, payment, required deposit, and pickup instructions.
Lockbox codes, key locations, alarm details, and access credentials must never be placed in this link-accessible manual or an open Slack channel.

Open these resources

Before confirming an after-hours pickup

Confirm the customer selected the correct pickup location.
Check the live reservation and vehicle schedule; do not rely on yesterday’s availability.
Confirm the assigned vehicle is physically at the correct location.
Confirm the vehicle has been cleaned, fueled or charged, inspected, and is ready for release.
Verify identity, license, coverage, signed agreement, rental payment, and required deposit.
Send the approved location-specific pickup instructions only after every requirement is complete.
Record who confirmed the vehicle and when the instructions were sent.

Do not promise or send

A specific high-end or exotic vehicle that has not been prepared and confirmed.
A substitute vehicle without explaining and receiving customer acceptance.
A lockbox code, key location, or access instruction before the reservation is cleared.
Instructions copied from another branch or an old reservation.
An exact readiness time that the location has not confirmed.

Escalate to the responsible location when

The booked vehicle is not present, clean, fueled, charged, or safe.
A high-end or exotic booking arrives after hours without confirmed preparation.
The customer is onsite but required documents, payment, or deposit are incomplete.
The customer cannot access the approved pickup or return area.

Approval control

Roles, permissions & escalation

Who may approve repairs, refunds, discounts, and policy exceptions.

Key rules

Work only within the permissions assigned to your role and account.
Obtain management approval before giving an exception, waiver, unapproved discount, refund, credit, or customer promise.
Never treat silence, an unanswered message, or an old approval as authorization for a new situation.
Record who approved the action, what was approved, the amount or limit, and the date and time.
Escalate any action involving safety, legal threats, police, fraud, chargebacks, claims, or authority limits by phone.

Decision	Authority	Required record
Routine discount or customer recovery	Store manager	Reason and amount in reservation notes
Repair approval	Store manager up to $1,000	Estimate/work order and approval note
Standard security-deposit refund	Trained VA with system permission, after written manager approval	Closeout review, approval, deductions, and refund receipt
Refund or credit above $300	Management approval required	Written approval and transaction receipt
New rack rate, fee, or pricing standard	Management approval only	Written approval and updated system/manual reference
Policy change or permanent exception	Management approval only	Written approval and manual update
Card transaction	Only a user with processing permission	Gateway receipt attached to reservation

Before taking an approval-controlled action

Identify the exact action, dollar amount, customer, vehicle, and reservation.
Check whether your role has authority for that action and amount.
Obtain approval before promising the outcome to the customer.
Save the written approval in the appropriate reservation, work order, or claim record.
Record the reason, amount, approver, date, and employee completing the action.
Attach the invoice, estimate, receipt, photos, or other evidence supporting the decision.

Approval controls

Do not split one repair, refund, or credit into smaller amounts to avoid an approval limit.
Do not use another employee’s login, card-processing permissions, or approval authority.
Do not request approval after completing an action that required advance approval.
Do not create a discount percentage, rack rate, or fee adjustment that has not been approved.
Do not waive a required deposit; deposits have no exceptions.
Do not tell a customer an exception is approved until written approval is received.
Do not treat silence or a message being read as approval.

Management approval is required for

Any permanent policy change or company-wide exception.
Any action above a staff member’s stated authority.
Any unclear refund, settlement, legal threat, or disputed high-dollar charge.
Any situation where the correct approval level cannot be confirmed.

Never exceed your system permissions. Staff with view-only payment access must not use another person’s login or represent a manual entry as a processed card payment.

Escalation control

Phone-first escalation chain

Every escalation starts with a phone call and follows the correct location chain until someone answers.

A Slack message is not an escalation. Call first, continue through the location chain without waiting for a written reply, then document the result.

1
Call the responsible store manager.
State the location, customer or reservation, immediate risk, exact decision needed, and deadline.
2
If there is no answer, make a Slack call.
Use a direct Slack call to the store manager immediately after the unanswered phone call. A Slack message by itself does not complete this step.
3
Call the location fallback.
If the manager does not answer the phone or Slack call, call Angel for Salem or Medford. Call Jay for Manchester or Cranston.
4
Protect the customer, vehicle, and evidence.
While escalating, do not release a vehicle, promise an exception, process an unauthorized payment, admit liability, or let a deadline expire.
5
Document the completed call chain.
After speaking with someone, post the decision and next action in the correct Slack channel and save the required reservation, claim, or vehicle note.

Escalation type	Call deadline	Required action
Emergency or immediate safety risk	Immediately	Call 911 first when needed, then start the company phone chain as soon as it is safe.
Accident, theft, police, tow, fraud, claim, non-return, or unsafe vehicle	Within 5 minutes of learning the facts	Call the store manager, then Slack call, then the location fallback until someone answers.
Customer waiting: payment, coverage, vehicle, refund, or exception decision	Within 10 minutes	Begin the same phone-first chain; do not leave the customer waiting on a Slack message.
Routine operating question that still requires escalation	Before the end of the same shift	Call and resolve before making a customer promise or handing the issue to the next shift.

Location fallback

Salem: store manager → Slack call to store manager → Angel.
Medford: store manager → Slack call to store manager → Angel.
Manchester: store manager → Slack call to store manager → Jay.
Cranston: store manager → Slack call to store manager → Jay.

Every escalation call must state

Location, renter or guest, RA or trip number, and vehicle.
What happened, when it happened, and whether anyone is waiting or unsafe.
Payment, balance, coverage, vehicle, deadline, and evidence status when relevant.
What has already been checked and the one decision or action needed.

If nobody answers

Do not treat silence as approval and do not invent a solution.
Continue protecting safety, securing the vehicle, preserving evidence, and preventing an unauthorized release or charge.
Leave concise voicemails and written Slack follow-ups showing each call attempt and time.
For an emergency, active crime, injury, fire, or dangerous road position, contact 911 without waiting for company callbacks.

Sales & conversion

Quote → reservation → payment

The required discovery, pricing, and closing process for turning an inquiry into a paid reservation.

Company policy: every call requesting pricing must be converted into a complete quote. The goal is a confirmed reservation and collected payment—not simply giving a rate.

Do not give a stand-alone daily rate, rough price, or verbal-only estimate and end the call.
Ask the required questions, confirm live availability, create the quote in the correct HQ branch, and send it while the customer is connected whenever possible.
A price inquiry is an active sales opportunity. Ask directly for the reservation and send the payment request when the customer is ready.
The reservation is not secured until the required payment is processed and the correct status is confirmed in HQ.

Open these resources

1
Convert the pricing call into a quote.
Tell the caller you will check exact availability and prepare a complete quote. Keep the caller engaged while collecting the required details.
2
Qualify the request.
Collect the required customer, date, location, vehicle, age, coverage, payment, and delivery information before calculating a total.
3
Confirm live availability.
Open the correct HQ branch and verify the requested unit or class for the full pickup and return period. Never quote from memory or an old message.
4
Build the complete quote in HQ.
Use the current daily rate, correct rental length, applicable fees, taxes, mileage terms, deposit, young-driver fee, and exact Damage Waiver price when required.
5
Present one clear total.
State the vehicle or class, pickup and return details, estimated rental charges, refundable deposit, amount due now, mileage, and any requirement still pending verification.
6
Ask for the reservation.
Use a direct close: ‘Would you like me to secure this vehicle now? I can send the payment request while we are connected.’
7
Send and verify payment.
Send the approved payment request in the same conversation, remain available while the customer completes it, and verify the processed receipt before marking the reservation paid or confirmed.
8
Document the outcome.
Save the quote, customer response, payment status, follow-up owner, and next deadline in the correct customer and reservation record.

Required questions before quoting

Which pickup location: Manchester, Salem, or Medford?
What exact pickup date and time and return date and time are needed?
Will the customer pick up at the location, need delivery, or require an after-hours handoff?
Which specific vehicle or vehicle class does the customer want, and is an acceptable alternative allowed?
What is the renter’s full legal name, mobile number, and email address?
How old is the renter? Apply the $25-per-day fee for ages 21–25.
Does the renter have a valid physical driver’s license, and will there be any additional drivers?
Does the renter have transferable full coverage with comprehensive and collision for a rental vehicle?
If coverage cannot be verified, what exact reservation-specific Damage Waiver product and daily price does HQ show?
Is the customer paying by credit or debit card, and can they complete the required payment now?
What security deposit applies to the vehicle class: $300–$1,000, with no exceptions below $300?
What mileage allowance and over-mileage rate apply to the selected vehicle?
Are there any delivery, airport, after-hours, or other approved charges that must be included?

Every quote must clearly show

Correct location, vehicle or class, pickup date/time, and return date/time.
Billable rental days, current daily rate, taxes, each approved fee, and estimated rental-charge total.
Refundable security deposit shown separately from rental charges.
Exact amount due now and which payment secures the reservation.
Mileage allowance, over-mileage rate, fuel or charge expectation, and no-smoking rule.
Coverage requirement or the exact HQ Damage Waiver price when applicable.
Any item still subject to document, coverage, payment, vehicle, or manager verification.

Quote controls

Do not answer a pricing call with only a daily rate, price range, or rough total.
Do not send the caller back to the website instead of building the quote.
Do not end the call without creating and sending the quote or documenting why the required information could not be obtained.
Do not promise a vehicle before live availability and readiness are confirmed.
Do not quote a Damage Waiver price from memory; use the exact reservation-specific HQ amount.
Do not omit taxes, VSF, VLCR, young-driver fees, deposit, mileage, or other applicable charges to make the price look lower.
Do not say the reservation is secured until the required payment is processed and HQ shows the correct status.
Do not invent a discount or hold a vehicle without the required approval and record.

If the customer does not pay

Confirm that the payment request was delivered to the correct phone number or email.
Ask whether the customer needs help completing payment while you are connected.
State that availability is not guaranteed until required payment is processed.
Create the assigned follow-up task and record the next contact time; do not leave the lead without an owner.

HQ is the required quoting system. The complete quote must be created and verified there before payment is collected.

Reservation lifecycle

Booking eligibility & required verification

What must be confirmed before a reservation is released or staged after hours.

Minimum renter age is 21. Renters ages 21–25 pay a $25-per-day young-driver fee.
Inspect a valid physical driver’s license. Renter identity must match the reservation, and only approved drivers may operate the vehicle.
Email and phone number must be confirmed. Email is required on the booking.
Debit cards are accepted, subject to the reservation’s deposit and verification requirements.
A deposit is required on every reservation with no exceptions. Deposits start at $300 and may be as high as $1,000 depending on vehicle class.
Confirm transferable full coverage with comprehensive and collision, or enroll the renter in the applicable Damage Waiver.
Damage Waiver pricing is reservation-specific. Verify the exact daily price, product, and maximum out-of-pocket amount shown in HQ before quoting or charging it. Never describe the Damage Waiver as insurance.
Before release, confirm signed Rental Agreement, coverage selection, rental payment, deposit, mileage allowance, return time, and pickup instructions.

Open these resources

Reservation verification checklist

Confirm the reservation is assigned to the correct branch and vehicle.
Confirm pickup and return dates, times, location, and requested delivery details.
Verify the renter’s legal name matches the valid driver’s license.
Confirm the renter meets the minimum age and add the young-driver fee when applicable.
Confirm every additional driver is approved and documented before driving.
Verify the customer’s email and phone number for receipts and urgent contact.
Confirm the correct daily rate, mileage allowance, over-mileage rate, taxes, and fees.
Apply the required $300–$1,000 deposit based on vehicle class with no exceptions.
Confirm transferable comprehensive and collision coverage or the applicable Damage Waiver.
When the renter uses personal coverage, record the carrier, policy number, named insured, effective dates, comprehensive and collision status, deductibles, and confirmation that coverage transfers to the rental vehicle.
Attach the declarations page or other approved proof and record any verification call before release.
Do not treat an insurance ID card or automated policy-active result by itself as proof of comprehensive, collision, or transferability to the rental vehicle.
Confirm the named insured matches the renter or approved driver, coverage is active for the full rental, and any deductible, vehicle-value, exotic, non-owned-auto, or business-use restriction is understood.
Confirm the Rental Agreement is complete and signed before vehicle release.

Mandatory release gate

Before changing the reservation to Rental or releasing keys, confirm all five gates: license, coverage or Damage Waiver, required deposit, rental payment or documented authorized billing, and signed Rental Agreement plus completed pre-trip inspection.
Enter this confirmation in the reservation or required internal handoff: ‘RELEASE APPROVED — license, coverage/DW, deposit, rental payment, signed RA and pre-trip inspection complete.’
The person releasing the keys must independently recheck the five gates; a customer arriving, a verbal assurance, or an old Slack message is not release approval.
If any gate is incomplete, keep the reservation out of Rental status, keep the keys secured, identify the missing requirement, and assign an owner and deadline.
No deposit exception is permitted. Any other unusual billing or eligibility arrangement requires management approval before release.

Do not confirm or release when

The renter cannot present a valid license or the identity does not match.
The renter presents only a screenshot, photocopy, or paper document that has not been approved as valid for the rental.
The required deposit, rental payment, or signed agreement is incomplete.
The RA has not been started, required coverage fields are blank, or supporting documents are missing.
Coverage requirements have not been confirmed or the customer declines every permitted option.
The selected vehicle is unavailable, unsafe, not prepared, or assigned to another reservation.
The quoted total does not match the reservation total and the difference has not been resolved.
An unapproved driver intends to operate the vehicle.

Escalate before proceeding when

The customer disputes eligibility, deposit, coverage, mileage, tax, or required fees.
Documents appear altered, expired, inconsistent, or potentially fraudulent.
A reservation requires a vehicle substitution or special exception.
The booking is high-risk, high-value, or outside the standard process.

Never promise that an accident, loss, or claim will be covered. Coverage decisions follow the signed documents and applicable claim process.

Reservation lifecycle

Vehicle pickup & handoff SOP

The final checks required before the customer receives the vehicle.

Key rules

Match the renter, valid license, approved drivers, reservation, branch, and exact vehicle before release.
Confirm payment, the required $300–$1,000 deposit, coverage or Damage Waiver, signed RA, and pre-trip inspection.
Take and save 15–20 clear pre-trip photos before the customer receives the keys.
Explain the exact return date and time, one-hour grace period, mileage, fuel or charge, tolls, and $300 smoking rule.
If any release gate is incomplete or the vehicle is not safe and ready, secure the keys and stop the handoff.

Open these resources

1
Open the correct reservation.
Confirm branch, dates, vehicle, renter, and approved drivers. Never rely on the customer’s name alone.
2
Verify the renter.
Inspect the valid license and match the person to the reservation. Resolve any mismatch before proceeding.
3
Confirm financial and contract status.
Rental charges, deposit, signed agreement, and coverage selection must all be complete.
4
Complete the pre-trip inspection.
Record fuel, mileage, cleanliness, all existing damage, and 15–20 clear photos before release.
5
Explain the operating terms.
State the return time, one-hour grace period, mileage limit, fuel expectation, no-smoking rule, toll handling, and after-hours return method.
6
Document release.
Record who released the vehicle and the actual pickup time in the reservation.

Vehicle-ready checklist

Confirm the correct unit, plate, and assigned reservation before staging keys.
Confirm the vehicle is clean inside and outside and free of customer belongings.
Confirm the fuel or charge level matches what will be recorded at pickup.
Check tires, windshield, lights, visible leaks, warning lights, and obvious safety concerns.
Confirm registration and required vehicle documents are present where company procedure requires them.
Verify the correct number of keys and document any missing key or accessory.
Complete and save the pre-trip inspection before the customer takes possession.
Confirm the reservation has been cleared for release; onsite staff must not hand over keys based only on the customer arriving or calling.

Customer handoff checklist

Review the assigned vehicle with the customer and identify existing documented damage.
Confirm the return date, exact return time, location, and one-hour grace period.
Explain mileage allowance, over-mileage rate, fuel or charging expectation, and toll handling.
State that smoking and vaping are prohibited and the fee is $300 at every location.
Confirm after-hours return instructions and the company contact method for problems.
Record the actual handoff time and employee completing the release.

Never release the vehicle when

The customer, vehicle, branch, or reservation cannot be matched with certainty.
Payment, deposit, coverage, or signature requirements remain incomplete.
Required pre-trip photos are missing or the vehicle has an unresolved safety concern.
The customer appears unable to operate the vehicle safely or an unapproved person will drive.
After-hours instructions were sent but the assigned vehicle was not physically confirmed ready.

Vehicle control

Pre-trip & post-trip inspection

A consistent evidence standard protects the customer, staff, and company.

Take 15–20 photos before and after every rental. Capture post-trip evidence before cleaning, moving the vehicle into service, or releasing it again.

Use one consistent counter-clockwise walkaround and capture all four corners, every exterior panel, wheels, tires, windshield, glass, roof, bumpers, and mirrors.
Photograph front and rear seating areas, dashboard, odometer, fuel level, warning lights, and all existing or new damage.
Keep images clear, well lit, and close enough to prove condition.
Record odors, cleanliness, keys, and customer belongings in the inspection notes.
Save the approved inspection record to the correct vehicle and reservation.

Open these resources

Required photo coverage

Front, rear, driver side, passenger side, and all four corner angles.
Close-up and wider context photo for every scratch, dent, crack, chip, or stain.
Each wheel, tire, bumper, mirror, windshield, window, roof, and lower body area.
Front seats, rear seats, floor areas, dashboard, center console, trunk or cargo area.
Odometer, fuel or charge level, warning lights, and time-sensitive dashboard messages.
Keys, included accessories, and any condition that could later become disputed.

Photo quality rules

Use current photos from the actual pickup or return; never reuse old inspection photos.
Keep the entire vehicle or panel visible before taking close-up damage images.
Retake blurry, dark, obstructed, or glare-covered images immediately.
Complete the same counter-clockwise route so no panel is skipped.
Write an inspection note for odors or conditions a photo cannot show.
Verify the inspection saved to the correct reservation before leaving the screen.

Do not clean, move, or rent again until

Possible new damage has been fully photographed and reported.
Smoking evidence, unusual odors, heavy stains, or missing property has been documented.
Fuel, mileage, keys, accessories, and warning lights have been recorded.
A manager has reviewed any safety concern or damage requiring a vehicle hold.

If a safety issue or possible new damage is found, place the vehicle on hold and notify the manager before it is rented again.

Vehicle control

Vehicle status, keys & photo coordination

One verified status prevents double-booking, missing keys, wrong-location pickups, and incomplete trip evidence.

Slack and photo channels communicate changes; they are not the master vehicle record. HQ controls direct-rental availability, Turo controls Turo availability, and Goldstar supports physical-location and authorized vehicle-control verification.

Key rules

Identify the exact vehicle by plate, unit ID, or another approved unique identifier.
Verify physical location, operational readiness, keys, HQ availability, Turo status, and the next commitment.
Do not call a vehicle available based on one calendar, a GPS dot, an old photo, or a Slack message alone.
Update the current key sheet immediately after any vehicle, key, lockbox, or availability change.
Assign every status mismatch to one owner with the next action, deadline, and verification time.

Open these resources

1
Identify the exact unit.
Use vehicle description plus plate, unit ID, or other approved unique identifier. Never act on color or model alone.
2
Verify physical location.
Confirm the unit is physically at the stated location through onsite confirmation and authorized GPS information when needed.
3
Verify operational readiness.
Confirm the vehicle is not down, at a shop, awaiting inspection, missing keys, unsafe, dirty, or committed to another trip.
4
Reconcile every booking channel.
Compare HQ and Turo calendars, future reservations, branch assignment, and any block or snooze before calling the vehicle available.
5
Confirm keys and evidence.
Verify key location and current pre-trip or post-trip evidence without posting access codes in the manual or an open channel.
6
Record owner and timestamp.
Every exception or mismatch must show who is fixing it, the next action, deadline, and last verification time.

Required status field	What staff records	Source to verify
Vehicle identity	Vehicle plus plate or approved unit ID	Master fleet record and HQ
Assigned branch	Manchester, Salem, Medford, or Cranston	HQ and management-approved fleet record
Physical location	Location, airport area, shop, tow yard, or other verified place	Onsite confirmation and authorized GPS
Operational status	Ready, cleaning, inspection, down, repair, claim hold, or recovery	Onsite team and responsible manager
Channel status	HQ available/blocked and Turo listed/snoozed/unlisted	HQ and Turo directly
Next commitment	Next reservation date, time, channel, and location	HQ and Turo calendars
Key status	With staff, secured onsite, approved lockbox assignment, shop, or missing	Current verified key sheet
Accountability	Last verified time, responsible owner, next action, and deadline	Reservation note or exception handoff

Key-sheet standard

Each location must maintain one current key sheet; replace the prior version instead of creating several conflicting copies.
Show the vehicle identity, plate or unit ID, key status, approved lockbox assignment when applicable, availability status, update time, and employee completing the update.
Update the key sheet at opening, before the after-hours handoff, and immediately after any key, vehicle, or lockbox change.
Only vehicles shown as verified, ready, and available may be offered for an after-hours pickup.
If two vehicles appear assigned to one key or lockbox position, stop and physically verify before sending instructions.
Never place a lockbox code, alarm credential, password, or hidden-key detail in this link-accessible manual or an open Slack channel.

Photo-channel and evidence rules

Use the location photo channel to request or coordinate current evidence, but save required trip evidence to the correct HQ reservation or Turo trip.
Every photo request must name the vehicle and plate or unit ID, required view, reservation or trip, and deadline.
Dashboard photos must clearly show odometer, fuel or charge, warning lights, and enough vehicle context to identify the unit.
Onsite staff must provide return dashboard and condition photos promptly so closeout and Turo checkout are not delayed.
Do not reuse photos, upload another vehicle’s images, or leave required evidence only in Slack.
One clear key-sheet photo is the standard; duplicate or cropped images that hide rows create confusion and must be replaced.

Vehicle-status controls

Do not make a unit available because it appears at a location or shows open on only one calendar.
Do not leave a mechanically down, unsafe, missing-key, off-site, or claim-held vehicle available in HQ or Turo.
Do not block or snooze a unit without recording the reason, owner, and review date.
Do not use a photo channel, old key sheet, or GPS dot as proof that a vehicle is rental-ready.
Resolve branch or vehicle-identity mismatches before quoting, swapping, staging, checking in, or checking out a trip.

Vehicle control

Vehicle swaps, airport delivery & dispatch

The required controls when the assigned unit changes or a vehicle moves to an airport or alternate pickup point.

A swap is not complete until the exact replacement is available, safe, prepared, documented, assigned in the correct system, and accepted by the customer.
Never move a direct reservation onto a unit that conflicts with a Turo trip, another direct booking, service need, or location commitment.
Never promise an airport or alternate-location handoff until the vehicle, driver, timing, parking plan, keys, documents, and customer instructions are confirmed.

Open these resources

Vehicle-swap checklist

Confirm why the original vehicle cannot be used and place the correct block or hold on it.
Verify the replacement’s physical location, branch, readiness, keys, fuel or charge, mileage, safety, and full calendar.
Confirm the replacement meets the approved class or obtain the required manager approval for a different class, rate, deposit, or customer remedy.
Explain the replacement clearly and obtain the customer’s acceptance through the approved communication channel.
Update HQ with the actual vehicle, pricing, deposit, mileage terms, dates, and agreement information before release.
For Turo, follow the active platform swap process and keep the required communication and vehicle evidence in the trip.
Complete a new pre-trip inspection for the replacement and repeat the mandatory release gate before handing over keys.
Document the original unit, replacement unit, reason, approval, customer response, employee, and time completed.

Airport and alternate-location dispatch checklist

Record the customer, RA or trip, vehicle, airport or exact destination, scheduled pickup or return time, and responsible location.
Assign the driver or porter and record the required departure time, arrival deadline, and who will confirm completion.
Confirm fuel or charge, current mileage, cleanliness, safety, documents, keys, and required trip photos before departure.
Record the exact parking area, garage or lot, level, row, section, and space when available.
Take a wide location photo and a clear vehicle-position photo that allow the customer or retrieval driver to find the unit.
Record where the parking ticket and keys were placed using the approved secure process; never post access credentials in an open channel.
Send customer instructions only after the unit is parked and the actual location is verified.
Confirm the vehicle was collected or returned, update its physical location and channel status, and assign any retrieval or parking-fee follow-up.

Back-to-back reservation control

Before accepting a return followed by a same-day pickup, allow realistic travel, inspection, cleaning, fueling or charging, and handoff time.
If the buffer is not sufficient, call the store manager and arrange an approved swap or schedule change before promising the next customer.
Do not assume an airport return time is the time the vehicle becomes ready for its next trip.
Document the recovery or cleaning owner and the exact ready-by deadline.

Financial control

Card payments vs. manual payment records

The required distinction before staff closes or updates a reservation.

Process a card only when money still needs to be collected. Record a manual payment only when funds were already received and verified through an approved outside method.

Key rules

Process a card only when money still needs to be collected and the customer authorized the charge.
Record a manual payment only after approved outside funds were actually received and verified.
Match the customer, reservation, amount, payment method, transaction reference, and receipt before posting.
Never process a card and create a manual entry for the same transaction.
Recheck deposits, charges, credits, refunds, receipts, and the remaining balance before closing the reservation.

Open these resources

1
Confirm the transaction source.
Identify whether this is a gateway payment, approved external payment, cash, refund, or adjustment.
2
Match the exact amount.
Compare the transaction receipt with the reservation ledger. Never rely on verbal confirmation.
3
Attach proof and leave a note.
Include date, amount, method, reason, and staff initials.
4
Recheck the balance.
Verify charges, deposits, credits, refunds, and remaining balance before closing.

Before processing a card

Open the correct customer and reservation; verify branch, vehicle, and dates.
Confirm the exact amount to collect and what the payment covers.
Review the ledger for a payment already processed or pending to prevent duplication.
Confirm the customer has authorized the charge through the approved process.
Use only the authorized payment gateway and your own assigned login.
Wait for the processor result before telling the customer the payment succeeded.
Save the successful receipt or failed-payment result to the reservation.

Before recording a manual payment

Confirm the funds were actually received through an approved method outside the reservation system.
Locate proof showing the date, amount, payment method, and transaction reference.
Match the outside payment to the correct customer and reservation.
Record only the amount actually received; do not include expected or promised funds.
Attach proof and clearly label the manual entry so another employee can audit it.
Reconcile the new reservation balance against the supporting receipt.

Payment actions staff must not take

Do not select manual payment when the card still needs to be charged.
Do not process a card and then create a second manual entry for the same transaction.
Do not mark a declined, pending, promised, or unverified payment as completed.
Do not use another employee’s credentials or exceed view-only permissions.
Do not alter a payment amount merely to make the reservation balance show zero.
Do not close a reservation until the payment ledger and supporting receipts agree.

Escalate before continuing when

The customer disputes the amount, claims a duplicate charge, or threatens a chargeback.
The gateway status and reservation balance do not agree.
A refund, credit, manual adjustment, or exception exceeds your authority.
Proof of an outside payment cannot be located or verified.

Security-deposit refund workflow

Confirm the vehicle was returned and the reservation closeout is complete.
Count 10 or more business days after return; weekends and holidays do not count.
Review mileage, fuel, tolls, damage, smoking, extensions, credits, and all supported deductions.
Prepare an itemized refund request showing the original deposit, deductions, and net refund.
Obtain written manager approval before processing the refund.
Only a trained VA or other staff member with refund permission may submit the approved refund.
Attach the refund receipt, note the processor and approval, and recheck the remaining balance.

Payment-aging and refund queues

Review every open balance at 9:00 AM and 4:00 PM each operating day.
Each open balance must show the customer and RA, amount due, reason, last contact, payment promise, next contact time, and one responsible owner.
A promised payment is not a processed payment. Keep the balance open until the gateway receipt or approved outside-payment proof is verified.
Maintain each refund request with the return date, eligibility date, original deposit, supported deductions, net refund, approval status, processor, and current status.
Managers verify closeout evidence and deductions before the approved processor submits a refund.
No eligible refund should remain unresolved after the 10-business-day eligibility point; escalate any blocker before it becomes overdue.
Carry unresolved payments and refunds into the end-of-day handoff with the next action and deadline.

Never process and manually record the same payment. A manual entry does not collect money and must not make an unpaid balance appear paid.

Financial control

Core fees, deposits & mileage

Current operating reference; the signed reservation controls vehicle-specific amounts.

Item	Current rule	Staff control
Required deposit	$300–$1,000 depending on vehicle class; $300 minimum with no exceptions	Use the assigned class amount and never waive it
Young-driver fee	$25/day for ages 21–25	Do not remove without approval
Smoking violation	$300 at every location	Document evidence first
Mileage	100 or 200 miles/day by vehicle	$0.50–$7.00/mile overage by class
Toll program	$3.95/day, maximum $19.75/month, plus tolls	Post to the correct reservation
Vehicle service fee	1 day: 35%; 2–4 days: 30%; 5+ days: 15%	Exactly one tier; preserve the correct tier on extension
NH rental tax	8.5%	Do not override automated tax
Manchester VLCR	19.9%	Follow branch configuration

Fee review checklist

Confirm the correct branch, vehicle class, rental length, and customer age before reviewing fees.
Verify the required deposit is between $300 and $1,000 based on the assigned vehicle class.
Confirm the correct mileage allowance and vehicle-class overage rate are shown.
Confirm the vehicle service fee tier matches the total rental length.
Confirm only one vehicle service fee appears; a duplicate VSF must be corrected before charging.
Verify automated taxes and branch-specific charges remain attached.
Confirm toll-program charges and actual tolls are posted to the correct rental period.
Recheck all fees whenever dates, vehicle, location, or rental length changes.
Explain charges using the itemized reservation rather than an estimated verbal total.

Fee controls

Never waive or reduce the required deposit; there are no deposit exceptions.
Never remove a required fee to match an earlier estimate without approval.
Never manually override automated tax because a customer objects to the total.
Never use a lower vehicle class to reduce a deposit or mileage charge.
Never promise a final total before all dates, taxes, fees, mileage, and options are verified.
Never apply a direct-rental fee to Turo unless that charge is authorized for the platform trip.

Escalate fee questions when

The reservation total conflicts with the signed agreement or displayed booking total.
A fee disappeared, duplicated, changed tier, or calculated incorrectly after an extension.
The customer requests a waiver or exception outside staff authority.
A branch-specific tax or charge cannot be verified.

If the reservation differs from this page, stop and ask a manager before charging or promising a price.

Reservation lifecycle

Extensions & 28-day rewrites

Extend a rental without losing fees, payment controls, or contract coverage.

Key rules

A request or promise to pay is not an approved extension.
Verify availability, account standing, payment, balance, fees, deposit, agreement, and open violations first.
Collect and confirm the required payment before changing the approved return date or time.
Within five minutes after every extension payment, send the guest the return date, exact time, and outstanding balance by SMS.
State $0.00 when paid in full, and complete a new signed Rental Agreement at 28 days.

Open these resources

1
Review before promising.
Confirm availability, customer standing, updated return time, payment, deposit, and open violations.
2
Collect the extension payment.
A request is not approval. Payment and manager/system approval must be complete.
3
Preserve all applicable fees.
Confirm the vehicle service fee tier and other charges remain attached. Do not remove fees to force an extension through.
4
Rewrite at 28 days.
A new Rental Agreement is required every 28 days. Do not continuously extend the original agreement beyond this point.
5
Send the required SMS.
Within five minutes after any extension payment is verified, text the guest from Supreme Rentals CRM with the approved return date, exact return time, and exact outstanding balance. State $0.00 when paid in full, then save the message and update the reservation notes.

Extension review checklist

Open the active reservation and confirm the customer, vehicle, branch, and current due time.
Review customer messages and confirm the extension request came from the renter or authorized contact.
Check the vehicle calendar for the entire requested extension period.
Confirm the vehicle is not committed to another booking, service appointment, or operational need.
Review unpaid balances, failed payments, open violations, damage reports, and deposit status.
Calculate the full extension amount with the correct rate, fees, taxes, and mileage terms.
Collect and verify payment before changing the return date.
Within five minutes after the payment posts, send the guest an SMS from Supreme Rentals CRM with the approved return date, return time, and exact outstanding balance; state $0.00 if no balance remains.
Confirm the SMS shows as sent or delivered and save the communication in the customer record.
Add a dated note showing who approved and completed the extension.

Required extension-payment SMS

Send an SMS after every extension payment—even when a balance remains or the payment does not fully approve the requested extension.
For a fully approved extension use: ‘Payment received. Your rental is extended through [return date] at [return time]. Your outstanding balance is $[amount].’
Enter the exact approved date, time, and balance from the updated reservation. Never send the template with placeholders.
If the extension payment satisfies the full balance, state that the outstanding balance is $0.00.
If the payment is partial or requirements remain incomplete, do not say the extension is approved. State the currently approved return date and time, the payment received, the exact remaining balance, and what is still required.
Use only Supreme Rentals CRM for the customer SMS; a verbal statement, personal text, email, or Slack message does not replace it.
If the SMS fails, verify the mobile number, retry, call the guest, and document the failure and follow-up before ending the task.

28-day rewrite checklist

Identify agreements approaching 28 days before the deadline.
Create the required replacement Rental Agreement rather than extending the original indefinitely.
Verify current license, contact information, coverage, payment method, balance, and deposit status.
Carry forward accurate vehicle, mileage, fuel, fee, and damage information.
Obtain the renter’s signature on the new agreement before the prior agreement expires.
Save the new agreement to the correct customer and reservation record.

Do not approve an extension when

Payment has not been collected or the customer has an unresolved past-due balance.
The vehicle is unavailable for the requested period.
The renter’s agreement, license, coverage, or account requirements are incomplete.
There is an unresolved non-return, misuse, damage, or safety concern.
The extension would pass 28 days without a new signed Rental Agreement.

If payment or availability is still pending

Do not extend the date based on a promise to pay later.
Do not lower a rate, fee, mileage charge, or Damage Waiver price to force approval.
Do not extend through another confirmed booking without manager direction and a documented vehicle plan.
Keep the current due time and record the follow-up time, responsible employee, and customer response.

Reservation lifecycle

Return, closeout & deposit release

The complete closeout sequence before the vehicle and customer account are cleared.

Key rules

Record the actual return date, time, location, vehicle, keys, mileage, and fuel or charge level.
Take 15–20 post-trip photos and preserve possible damage or smoking evidence before cleaning.
Review every supported fee, payment, credit, incidental, and outstanding balance before closeout.
Do not close the reservation or return the vehicle to service while evidence, safety, payment, or claim issues remain unresolved.
Deposit release begins only after completed return and closeout and takes 10 or more business days.

Open these resources

1
Record actual return time.
Apply the one-hour grace period and document contact attempts or late-return decisions.
2
Inspect before cleaning.
Take 15–20 photos and record mileage, fuel, damage, smoke evidence, cleanliness, keys, warning lights, and belongings.
3
Calculate final charges.
Review late time, fuel, mileage, tolls, damage, smoking, extensions, credits, and prior payments.
4
Resolve open items.
Upload evidence, obtain approvals, and notify the customer with an itemized explanation.
5
Close the reservation.
Verify payment type and balance. Do not close merely to clear the dashboard.
6
Release or refund the deposit.
Deposit release takes 10 or more business days after return and completed closeout, excluding weekends and holidays. Do not promise an exact bank posting date.

Return inspection checklist

Confirm the actual return date, time, and location.
Verify the vehicle identity, plate, keys, and included accessories.
Record final odometer and calculate included versus excess mileage.
Record fuel or charge level against the pickup inspection.
Complete 15–20 post-trip photos before any cleaning or repair work.
Compare each exterior panel, wheel, tire, window, and interior area with pre-trip evidence.
Check for smoke odor, ashes, burns, stains, excessive dirt, warning lights, and missing items.
Record customer belongings and follow the approved property-handling process.
Place the vehicle on hold if condition or safety is uncertain.

Reservation closeout checklist

Review rental time, extensions, mileage, fuel, tolls, damage, smoking, and other supported charges.
Verify every charge has the correct line item, amount, evidence, and approval.
Verify processed payments and manual payment records against actual receipts.
Send an itemized customer notice for additional charges when required.
Confirm the final balance is accurate before closing the reservation.
Document any pending claim, toll, damage, or customer dispute that remains open.
Start the deposit-release process only after inspection and closeout are complete.
Advise that release takes 10+ business days and never promise an exact bank posting date.
Prepare the itemized refund request and obtain written manager approval before a trained, permissioned VA processes it.

Incidental and closeout deadlines

Capture return evidence immediately at physical return and before cleaning, repair, or re-rental.
Review known fuel, mileage, late-return, smoking, cleaning, damage, and missing-item charges within four hours of return or by the end of the shift, whichever comes first.
For a direct rental, send any supported incidental-charge notice or payment request within one business day after the amount and evidence are verified, unless the agreement or law requires an earlier deadline.
For a Turo trip, submit each incidental reimbursement request the same day the evidence is available and before the exact deadline shown in the trip or current Turo Help Center.
Log a toll, ticket, or other mailed notice within one business day after it is received and submit it before the agreement or platform deadline.
Assign every unresolved incidental in the end-of-day handoff with an owner, missing item, and next deadline.
Do not delay a required damage report while waiting for a repair estimate or final invoice.

Do not close or clear the vehicle when

Post-trip photos, mileage, fuel, keys, or condition notes are missing.
Possible damage or smoking evidence has not been documented and reviewed.
The payment ledger does not match receipts or the balance is uncertain.
The vehicle has a warning light, safety concern, open repair, or active claim hold.
A customer dispute requires approval or further evidence.

Operational safeguard: no more than two refunds should be processed in one day without management authorization.

Violation SOP

Smoking & vaping violation

Evidence, approval, charging, and customer notice for the $300 fee.

Smoking and vaping are prohibited in every vehicle at every Supreme Rentals location. This includes cigarettes, cigars, marijuana, vaping products, and any other smoked substance. The violation fee is $300.

Evidence may include smoke or marijuana odor, ashes, cigarette butts, smoking materials, burn marks, interior residue, or related damage.

1
Do not clean yet.
Preserve the vehicle condition until evidence is documented.
2
Capture proof.
Take clear photos or video of visible evidence and record odor and condition in the post-trip inspection.
3
Attach it to the reservation.
Upload the evidence and confirm the signed Rental Agreement is present.
4
Obtain manager review.
Document the decision. A complaint without return-condition evidence is not enough to charge a prior renter.
5
Post and notify.
Add the $300 smoking-fee line item, process payment only with the correct permission, and send an itemized written notice.

Smoking-evidence checklist

Stop cleaning and preserve the vehicle exactly as found.
Photograph ashes, cigarette or cigar remains, smoking materials, residue, burn marks, and affected areas.
Take both wide photos showing location and close-ups showing the evidence clearly.
Record the specific odor and where it is strongest in the inspection notes.
Compare the post-trip condition against the pre-trip inspection.
Record the date, time, vehicle, reservation, and employee completing the inspection.
Upload all evidence to the correct reservation before the vehicle is cleaned.
Confirm the signed Rental Agreement is attached and obtain manager review.

Charging and customer notice

Use the designated $300 smoking-fee line item at every Supreme Rentals location.
Verify the violation was approved before processing or requesting payment.
Send an itemized notice identifying the smoking-policy violation and charge.
Keep the message factual and refer to documented evidence; do not argue about intent.
Save the notice, response, transaction record, and supporting inspection together.
Keep the vehicle unavailable until required cleaning and condition review are complete.

Do not

Do not charge a prior renter based only on a later customer complaint.
Do not clean, spray deodorizer, or remove physical evidence before documentation.
Do not increase, reduce, or waive the $300 fee without management approval.
Do not describe ordinary dirt, food odor, or an unsupported suspicion as smoking evidence.
Do not promise how quickly an odor or affected vehicle will be ready for the next rental.

Incident response

Damage, accident & claim intake

Preserve safety and evidence before deciding responsibility or coverage.

Safety comes before the claim. For injury, fire, an unsafe road position, or immediate danger, instruct the customer to call 911.

Key rules

Protect people first and direct the customer to call 911 for injury, fire, immediate danger, or an unsafe road position.
Do not tell anyone to drive a vehicle that may be unsafe.
Collect the exact location, driver, vehicle, other-party information, police or tow details, photos, video, and factual statement.
Place the vehicle on hold and preserve every original photo, message, agreement, estimate, and invoice.
Start the phone-first escalation immediately and follow the earliest company, agreement, insurer, legal, or platform deadline.

Open these resources

1
Confirm people and vehicle are safe.
Do not instruct anyone to drive a vehicle that may be unsafe.
2
Collect facts.
Obtain date/time, exact location, driver, passengers, other-party information, police report number, photos/video, and a concise description.
3
Preserve evidence.
Keep messages, inspections, estimates, invoices, and photos attached to the correct reservation or claim.
4
Place the vehicle on hold.
Block it from rental until a manager confirms it is safe and available.
5
Start the phone-first escalation chain.
Call the store manager, then place a Slack call if there is no answer, then call Angel for Salem or Medford or Jay for Manchester or Cranston. Do not admit liability, promise coverage, waive charges, or settle a claim without authority.

Deadline	Required action	Owner
Immediately	Call 911 for injury, fire, immediate danger, or an unsafe road position. Otherwise secure people, keys, vehicle, and scene evidence.	Employee receiving the report
Within 5 minutes	Start the phone-first escalation: store manager, Slack call if unanswered, then Angel for Salem/Medford or Jay for Manchester/Cranston.	Employee receiving the report
Within 30 minutes	Create the incident note, place the vehicle on hold, and record verified facts, current location, safety status, and open needs.	On-duty location team
Within 2 hours or before shift end, whichever comes first	Upload the RA, driver and license details, photos/video, statements, customer messages, police information, and tow information available at that time.	Assigned incident owner
Within 24 hours after a Turo trip ends	Submit newly discovered damage in the Turo app and confirm the current platform deadline in the trip and Turo Help Center.	Assigned Turo owner
Within 1 business day	Management assigns a claim owner and opens any required direct-rental or insurance claim. Record the claim number, adjuster, requested documents, and next deadline.	Management
Within 1 business day of a document request	Send requested records unless the insurer, platform, agreement, or law gives an earlier deadline.	Assigned claim owner
Before repair or re-rental	Obtain required written repair approval and confirm that the safety or claim hold has been cleared.	Manager or authorized approver

Information to collect

Renter’s full name, callback number, reservation number, and assigned vehicle.
Exact date, time, road or property location, and current vehicle location.
Names and contact information for drivers, passengers, witnesses, and other parties.
Other vehicle plate, make/model, driver information, and available insurance details.
Police department, responding officer, report number, and tow information when applicable.
Wide and close photos of all vehicles, damage, road position, surroundings, and relevant signs or signals.
A factual customer statement describing what occurred without staff rewriting the story.
Whether anyone is injured, the vehicle is drivable, keys are secure, or emergency help is present.

Internal claim intake checklist

Confirm the correct reservation, signed agreement, driver, and trip channel.
Preserve pre-trip and post-trip inspections and all customer communications.
Block the vehicle from future availability until its condition is reviewed.
Notify the responsible manager and identify the immediate next action.
Save estimates, invoices, tow bills, police documents, and claim correspondence to the correct file.
Track deadlines, requested documents, claim number, adjuster contact, and payment status.
Document every decision to repair, inspect, tow, release, or return the vehicle to service.

Staff must not

Admit fault, accuse a driver, negotiate a settlement, or promise a claim outcome.
Tell the customer to continue driving a vehicle with a possible safety issue.
Authorize repairs above the applicable approval limit.
Delete, edit, or replace original photos, messages, or customer statements.
Return a damaged vehicle to availability before the hold is cleared.
Discuss private claim details in an open channel or with anyone not involved in the case.

Escalate immediately for

Injury, possible total loss, theft, fire, airbag deployment, police involvement, or an undrivable vehicle.
A driver not listed on the agreement, suspected intoxication, fraud, or material misrepresentation.
A legal threat, attorney contact, regulator inquiry, or disputed high-dollar charge.
Any repair estimate above $1,000 or any unclear responsibility or coverage issue.

These are Supreme Rentals’ internal response deadlines. An agreement, insurer, law, or platform may impose an earlier or additional deadline; follow the earliest applicable deadline. Manager repair authority is limited to $1,000.

Incident response

Late return & non-return escalation

A documented escalation path from the grace period through recovery action.

Key rules

Confirm the contractual due time, one-hour grace period, approved extensions, and whether the vehicle was already returned.
Call and text through the approved company system and record every attempt, response, location, and return promise.
Do not create an unpaid or undocumented extension to delay escalation.
At 24 hours overdue, begin the management-directed non-return process, including police reporting when authorized and supported.
Never confront, chase, threaten, or disable a moving vehicle.

1
At due time, check status.
Confirm whether an approved extension or documented return exists. Apply the one-hour grace period.
2
Contact and document.
Call and text through the approved company system. Record each attempt, response, location, and promise to return.
3
Do not create an unpaid extension.
A promise to pay later does not authorize continued possession.
4
At 24 hours overdue, escalate.
Notify the manager or owner and begin the company non-return process, including police reporting when directed and supported by the signed documents.
5
Use vehicle controls safely.
Only authorized staff may disable a vehicle, and never while it is moving or when doing so could endanger anyone.

Contact and documentation checklist

Confirm the contract return time, actual grace-period end, and whether an approved extension exists.
Verify the vehicle has not already been returned to another approved location.
Call and text through the approved company system using the contact details on the reservation.
State the vehicle, due time, current overdue status, balance or extension requirement, and requested action.
Record the exact time and result of every call, text, voicemail, and customer response.
Document any claimed location, mechanical issue, emergency, or new promise to return.
Keep the responsible manager and after-hours team updated with the current status and next action.

Before the 24-hour escalation

Review the signed agreement, approved drivers, current balance, extension history, and customer communications.
Confirm the latest known vehicle location through authorized company information.
Confirm no employee gave an extension or alternate return instruction that was not recorded.
Prepare the reservation, agreement, vehicle information, contact log, and location information for management review.
Obtain direction before police reporting, recovery action, or vehicle disablement.

Safety and conduct rules

Never disable a moving vehicle or take an action that could endanger occupants or the public.
Never personally confront, chase, threaten, or attempt to forcibly recover the vehicle.
Never state that a police report has been filed when it has not.
Never create an unpaid or undocumented extension to delay escalation.
Never share tracking, access, or recovery details outside authorized staff and law enforcement.

Escalate immediately when

The renter stops responding, refuses to return, provides conflicting locations, or threatens staff.
The vehicle may be across state lines, involved in a crime, damaged, disabled, or operated by an unauthorized driver.
The renter requests an extension but cannot complete payment or contract requirements.
The situation reaches 24 hours overdue or requires police or recovery action.

Do not threaten, improvise, or personally confront the renter. Keep every message factual and preserve it for the file.

Channel control

Turo vs. direct rentals

Identify the booking channel first, then use the correct agreement, system, payment flow, messages, and claim process.

First identify how the customer booked. Turo trips follow the current Turo Terms of Service, incorporated policies, trip-specific Car Sharing Agreement, and in-app workflow. Direct rentals follow the signed Supreme Rentals Rental Agreement, approved company policy, and the HQ reservation record. Never combine the two processes.

Key rules

Identify the reservation as DIRECT or TURO before quoting, charging, extending, swapping, refunding, or starting a claim.
Direct rentals follow the signed Supreme Rentals Rental Agreement, HQ record, approved payment process, and company SOP.
Turo trips follow the active Turo trip, Car Sharing Agreement, current Terms, messages, payment, and platform workflow.
Never move deposits, fees, extensions, reimbursements, settlements, or required documentation between channels.
If the channel is unclear or the records conflict, secure the vehicle and escalate by phone before acting.

Open these resources

Operating area	Direct rental	Turo trip
Governing record	The active signed Supreme Rentals Rental Agreement, approved company policy, and the reservation in HQ.	The active Turo trip, trip-specific Car Sharing Agreement, current Turo Terms of Service, incorporated policies, and Help Center workflow.
Booking and quote	Create the complete quote in HQ, confirm live availability, ask for the reservation, and collect payment through the approved company process.	Keep booking, price, trip changes, and acceptance in Turo. Do not move a Turo lead or active trip off-platform to avoid Turo’s process or fees.
Payment and deposit	Collect rental payment and the required $300–$1,000 deposit through the approved company payment flow; verify both in HQ before release.	Use Turo’s checkout and payment flow. Do not separately collect a Supreme Rentals deposit, side payment, or direct-rental charge unless the current Turo workflow expressly authorizes it.
Fees and incidentals	Use only charges authorized by the signed agreement and approved company fee schedule; itemize and support each charge in the company record.	Use only the applicable Turo reimbursement, invoice, or fee category and submit it with required evidence before the deadline shown by Turo. Do not add direct-rental fees.
Customer communication	Use Supreme Rentals CRM for calls and texts, then save every call summary and material contact in the HQ reservation comments.	Keep trip-critical communication in Turo messages. After any phone call, place the operational summary in the company reservation comments and place any trip-critical confirmation in the Turo thread.
Identity and release	Complete the Supreme Rentals release gate: identity/license, coverage or Damage Waiver, payment, deposit, signed RA, and inspection.	Match the primary guest and license and complete the current Turo check-in and verification steps. Only approved drivers may operate the vehicle.
Coverage and protection	Verify transferable comprehensive and collision coverage or use the exact Damage Waiver shown in HQ. Never call Damage Waiver insurance.	Follow the protection or earnings plan attached to the Turo trip and Turo’s current claim rules. Do not describe a direct-rental Damage Waiver as a Turo protection plan.
Extension	Verify availability and standing, collect payment, update HQ and the agreement, then send the required SMS with return date, exact time, and balance.	The guest must request and receive the trip change in Turo. Do not accept a side payment or verbally extend the trip outside Turo; confirm the approved end date and time in the Turo trip.
Vehicle swap	Verify the replacement, customer acceptance, class, rate, deposit, agreement, inspection, keys, and release gate; update HQ before release.	Use Turo’s current vehicle-swap or trip-change process. Do not hand over a substitute vehicle until the platform change, guest acceptance, check-in, and documentation are complete.
Pickup and return evidence	Save the required 15–20 pre-trip and 15–20 post-trip photos, mileage, fuel or charge, keys, and condition to the company record.	Complete Turo check-in and checkout evidence in the app within the current windows, including clear photos and the actual return time; retain internal evidence when required.
Late return or non-return	Follow the company grace period, contact log, unpaid-extension rule, and phone escalation path in the signed direct-rental file.	Use Turo messaging and the current late-return workflow. Record the actual return and report the issue in Turo before its displayed deadline; do not create an off-platform extension.
Damage and claims	Protect safety, place the vehicle on hold, open the company incident record, preserve evidence, and follow the signed agreement, insurer, and management process.	Report new damage through Turo as soon as discovered and within the current Turo deadline. Follow the trip’s plan, claim workflow, evidence requests, and Turo communications.
Cancellation and refund	Follow the signed Rental Agreement, payment record, and approval authority. Process only in the approved system and document the reason and approval.	Use Turo’s current cancellation and refund process. Do not promise, collect, or issue an off-platform adjustment for a Turo trip.
System of record	HQ reservation comments, signed RA, Supreme Rentals CRM, payment record, inspections, and supporting documents.	The Turo trip and message thread are the platform record; company reservation comments hold the internal call summary, ownership, and follow-up without replacing required Turo documentation.

Channel check before any action

Open the customer record and identify DIRECT or TURO before quoting, charging, extending, swapping, refunding, or starting a claim.
Confirm the correct customer or primary guest, reservation or trip number, vehicle, location, start time, and scheduled return time.
Open the governing record: the signed Supreme Rentals RA and HQ reservation for direct rentals, or the active Turo trip and current Turo rules for Turo trips.
Check the current payment state, balance, approved drivers, messages, inspection evidence, and any existing incident or claim.
Follow the earlier or more restrictive applicable deadline when the agreement, law, insurer, or platform sets a different deadline.
If the channel is unclear or the records conflict, secure the vehicle and escalate by phone before taking financial or contractual action.

Never mix rental channels

Do not collect off-platform payment, deposits, extension money, cancellation money, reimbursements, or settlements for a Turo trip unless the current Turo process expressly permits the action.
Do not add a Supreme Rentals direct-rental fee to a Turo trip because the same vehicle or issue would carry that fee on a direct rental.
Do not cancel, redirect, or convert an active Turo booking into a direct rental to bypass Turo’s rules, workflow, or fees.
Do not move trip-critical Turo confirmations exclusively to phone, personal text, Slack, or Supreme Rentals CRM; preserve them in the Turo thread.
Do not use a Turo trip agreement as the direct-rental RA, and do not use the direct-rental RA to replace Turo’s trip agreement or protection process.
Do not promise that Turo, an insurer, or Supreme Rentals will approve a claim, reimbursement, refund, or protection-plan result.
Do not release a different vehicle on either channel until the correct system, agreement, customer acceptance, inspection, and release steps are complete.

When a rule changes

For a Turo trip, follow the current requirement displayed in the active trip, Turo Terms of Service, incorporated policy, or Help Center—even if an older Slack post or this manual describes an earlier screen.
For a direct rental, follow the active signed Rental Agreement and management-approved company procedure; an old template or unsigned draft is not controlling.
Save the link or screenshot showing the changed platform instruction, notify management, and submit a question through Ask the SOP so the manual can be updated.
Do not improvise when a platform or contract change affects money, coverage, vehicle possession, claim rights, or customer obligations.

This section is an operating comparison, not a substitute for the customer’s signed direct Rental Agreement or Turo’s current Agreement. Open the applicable source before making a decision that affects payment, vehicle possession, coverage, a claim, or a refund.

Channel procedure

Turo reservation essentials

Minimum controls for pickup verification, late returns, evidence, and relisting.

At pickup, match the guest’s license to the reservation and follow Turo check-in requirements.
Take and upload Turo pre-trip photos within 24 hours before trip start. Take post-trip photos promptly after return and within the current platform window.
Report newly discovered Turo damage in the app as soon as it is found and no later than 24 hours after trip end; confirm the current deadline in the trip and Turo Help Center.
Report late returns through Turo and keep trip-critical customer communication in the platform thread.
Do not add direct-rental fees to a Turo Rental Agreement unless specifically authorized for that channel.
For a vehicle unlisted due to repair, retain the shop invoice and complete required relist documentation before returning it to service.
Never assume Turo will pay a claim. Follow the active plan, deductible, evidence, and deadline requirements for that trip.
The assigned team must check Turo messages and trip tasks at opening, mid-shift, before business-hours handoff, and during the after-hours shift.

Open these resources

Before the Turo trip

Open the correct Turo reservation and confirm guest name, dates, vehicle, and pickup location.
Confirm the vehicle is listed, available, clean, fueled or charged, and safe.
Match the guest’s license and identity using the current Turo verification process.
Complete required check-in photos clearly and within the permitted time window.
Keep Turo trip charges and direct-rental charges separated.
Send approved pickup instructions only after the trip and vehicle are confirmed.
Respond to unresolved guest messages or assign them in the handoff; no trip-critical message may be left without an owner.

During and after the Turo trip

Keep trip-critical guest communication in the Turo message thread.
For a late trip, contact the guest in Turo, record the actual return time, submit the required late-return report after the vehicle returns, and verify whether the late charge or reimbursement was applied.
Report damage, smoking, missing fuel, mileage, or another issue through the applicable Turo process.
Capture check-out photos immediately and within the platform’s deadline.
Compare return evidence with check-in photos before cleaning or releasing the vehicle.
Save claim numbers, deadlines, requested documents, estimates, invoices, and payment updates.
If the vehicle is unlisted, document the reason and required repair or relist steps.
Retain the shop invoice and complete the relist form before requesting the vehicle’s return to service.

Turo internal deadlines

Check messages and trip tasks at opening, mid-shift, before business-hours handoff, and during the after-hours shift.
Report a late return as soon as the trip becomes eligible and before the deadline shown in the active trip workflow.
Report newly discovered damage in the Turo app as soon as it is found and no later than 24 hours after trip end.
Submit fuel, charging, mileage, toll, ticket, cleaning, smoking, or other incidental requests the same day evidence is available and before the exact platform deadline.
Provide requested claim documents within one business day unless Turo gives an earlier deadline.
Escalate by phone immediately if a required platform deadline could expire before the assigned person responds.

Turo controls

Do not move required trip communication off-platform when it belongs in Turo.
Do not miss photo or claim deadlines while waiting for a manager response.
Do not add direct-rental fees to a Turo trip without authorization.
Do not tell a guest or owner that Turo will definitely pay a claim.
Do not relist or release a vehicle with unresolved damage or missing repair documentation.

Escalate when

Identity does not match, an unauthorized driver appears, or pickup verification fails.
A trip is late, the vehicle is not returned, or the guest stops responding.
Damage may exceed the deductible, the vehicle is unsafe, or a claim deadline is near.
Turo requests documents that staff cannot verify or provide.

Accountability

Daily reconciliation, ownership & handoff

Fixed checkpoints turn open issues into assigned actions instead of repeated Slack reports.

Every unresolved reservation, payment, vehicle, claim, refund, or customer issue must have one responsible owner, one next action, and one deadline. Repeating an item in Slack without ownership does not transfer responsibility.

Key rules

Complete the opening reconciliation, receivables reviews, readiness audit, business-hours handoff, and after-hours close.
Reconcile physical vehicles, HQ, Turo, authorized location information, keys, payments, documents, and open incidents.
Every unresolved reservation, vehicle, payment, refund, claim, or customer issue needs one owner, next action, and deadline.
Posting an item in Slack does not transfer ownership unless the receiving person accepts it.
A handoff is complete only when the system record is correct and the next shift can act without rebuilding the facts.

Checkpoint	Required review	Completion standard
8:30 AM opening reconciliation	Physical vehicles versus HQ, Turo, authorized GPS, key status, today’s pickups/returns, overnight incidents, missing documents, payments, and closeouts	Mismatches are assigned before routine work begins
9:00 AM receivables review	Open balances, failed payments, unpaid extensions, promises to pay, and deposit/refund queue	Every amount has an owner and next contact time
2:00 PM readiness audit	Tomorrow’s pickups, vehicle assignments, coverage, deposits, inspections, keys, swaps, airport deliveries, and high-end/exotic readiness	No unverified vehicle is promised for the next operating period
4:00 PM receivables review	Balances due before business-hours handoff and any promised payments not received	Unpaid items are contacted, documented, and assigned
4:30 PM shift handoff	Late returns, open RAs, unresolved messages, keys, lockboxes, after-hours pickups, vehicles down/off-site, claims, refunds, and top priorities	After-hours receives a clean exception list
After-hours close	New pickups/returns, payment results, incidents, vehicle movements, customer commitments, and items needing business-hours action	Each new exception is saved and assigned for the next shift

Reservation ownership

The employee or manager assigned to a reservation remains responsible until the next named owner accepts it or the reservation is fully closed.
The owner confirms documents, payment, release status, extensions, return evidence, closeout, incidentals, customer communication, and the final balance.
Passing a question into Slack does not transfer ownership. Name the receiving person and obtain acknowledgment when the task changes hands.
The store manager owns any location reservation that is unassigned, overdue, incorrectly closed, or blocked by missing onsite evidence.
Any RA still open or missing required closeout evidence by 10:00 AM the next business day must be escalated by phone and assigned a completion deadline.
The employee who discovers an uncaptured incidental or incorrect closeout must preserve the evidence and alert the manager immediately; staff must not hide or erase the error.

Required exception format

Customer and RA or trip number.
Vehicle and responsible location.
Exact issue and verified current status.
Required action—not only a description of the problem.
One responsible owner and exact deadline.
Open, waiting, blocked, escalated, or complete status.
Link or reference to the reservation, message, receipt, photo, claim, or other supporting record.
The next shift updates the existing item when possible instead of rewriting it without closure.

Management control

Managers review missed release gates, unpaid extensions, incorrect payment entries, unclosed RAs, missed Turo tasks, vehicle-status mismatches, overdue refunds, and emergency swaps.
Do not measure completion by the number of messages posted. Completion means the system record is correct, the customer communication is sent, and the next responsibility is clear.
Do not allow the after-hours team to rebuild vehicle, payment, key, or reservation status from scattered messages.
Recurring errors must be coached, documented, and converted into a clearer SOP or system control with management approval.

Communication control

Customer communication & daily handoff

Mandatory reservation comments for every customer call, plus the communication and handoff controls each location follows.

Use Supreme Rentals CRM for direct-rental customer calls, texts, leads, and follow-up. Blue Ocean Media CRM is being renamed to Supreme Rentals CRM; during the transition, staff may still see Blue Ocean Media CRM or GHL in older instructions and screens.
Keep Slack for internal coordination; Slack is not the customer record.
Every answered, returned, transferred, disconnected, or escalated customer call must have a factual summary saved in the correct reservation comments. A Slack post, voicemail, call recording, or CRM call log alone does not satisfy this requirement.
Add the call summary immediately after the call, before starting the next call or task, and no later than five minutes after the call ends.
If no reservation exists yet, save the summary to the correct lead or quote record. When a reservation is created, carry forward any key promise, payment fact, deadline, or unresolved issue into the reservation comments.
Write facts, actions, amounts, and deadlines. Avoid blame, speculation, or promises outside your authority.
The end-of-day report must list tomorrow’s pickups and incomplete requirements, unresolved customer/payment/vehicle/claim issues, vehicles requiring closeout, and the next shift’s three most critical items.
A complete handoff states the customer, vehicle, issue, current status, and next action. ‘See Slack’ is not a complete handoff.
Before escalating, review the RA, Supreme Rentals CRM conversation, payment ledger, vehicle calendar, and available photos; state what was checked and the exact decision needed.
Return missed customer calls and pricing inquiries within 10 minutes during an assigned shift whenever possible. If the customer does not answer, send an SMS, create or update the HQ quote, and assign the next follow-up time.
If a customer call disconnects before the issue or quote is completed, call back immediately and continue the same record instead of waiting for the customer to try again.

Open these resources

Required customer-call reservation comment

Date and exact time of the call, whether it was inbound or outbound, and the employee who handled it.
Customer or caller name, reservation or Turo trip number, assigned vehicle or unit, and responsible location.
The reason for the call and the customer’s question, request, complaint, payment statement, or reported event in factual language.
The facts verified before responding and the systems checked, such as HQ, the signed RA, Supreme Rentals CRM, Turo, the payment ledger, vehicle calendar, photos, or claim file.
Every exact date, return time, amount, payment received, payment status, refund status, approved fee, and outstanding balance discussed. Write $0.00 when no balance remains.
Relevant vehicle condition, location, mileage, fuel or charge, keys, coverage, approved-driver, roadside, late-return, extension, or incident details.
Documents or evidence requested, received, missing, or promised, including photos, license or coverage verification, receipts, estimates, police reports, or claim material.
What the customer agreed or refused to do and every deadline or return promise the customer gave.
What the employee explained, collected, approved, denied, or stated was pending. Identify the approver for an exception without copying private approval messages.
The next action, one responsible owner, and the exact follow-up deadline. An unresolved note without an owner and deadline is incomplete.
The escalation path used, who answered, the decision received, and any follow-up still required.
Any safety concern, threat, dispute, chargeback statement, attorney or police reference, or other high-risk language stated by the customer—recorded without opinion or exaggeration.
A link or reference to the call recording, transcript, receipt, photo set, agreement, estimate, claim, or other supporting evidence when available and permitted.

Copy this call-summary format

CALL SUMMARY — Inbound or Outbound | Date/time | Employee | Customer | RA/Turo trip # | Vehicle/unit | Location.
REASON — Why the customer called and the exact request, complaint, payment question, or incident reported.
VERIFIED — Systems and records checked; current return date/time; vehicle status; payments; fees; and outstanding balance.
CUSTOMER STATEMENT — Key facts, commitment, refusal, requested outcome, and any promised date or time.
STAFF RESPONSE — Information provided, payment collected, action completed, approval or denial, and anything still pending.
NEXT ACTION — Responsible owner, exact deadline, required customer follow-up, and escalation result.
EVIDENCE — Recording or transcript reference and links to supporting documents when applicable.

Call documentation timing

Save the summary immediately and within five minutes after the call; do not rely on memory at the end of the shift.
For a missed or unanswered return call, record the attempt time, number of attempts, whether voicemail was left, whether an SMS was sent, and the next attempt time.
For a disconnected call, call back immediately, record the disconnect and callback result, and continue the same reservation comment trail.
For an extension payment, document the payment and then send the required SMS within five minutes showing the approved return date, exact time, and outstanding balance, including $0.00 when paid in full.
For a Turo call, add the internal summary to the company reservation comments and repeat every trip-critical confirmation in the Turo message thread.
If automatic recording or transcription is missing or inaccurate, write the summary manually; technology failure does not remove the documentation requirement.
If the call creates an urgent safety, possession, payment, claim, or legal issue, begin the phone escalation immediately and complete the comment as soon as the caller is safe and the escalation is underway.

End-of-day handoff checklist

List every next-day pickup with location, time, assigned vehicle, and incomplete requirement.
Identify after-hours pickups and confirm whether the vehicle and instructions are ready.
List overdue vehicles, extension requests, failed payments, and non-return concerns.
List vehicles awaiting closeout, inspection, cleaning, fuel, charging, repair, or manager review.
List open claims, customer disputes, refunds, credits, chargebacks, or legal concerns.
Name the three highest-priority items for the next shift.
Assign each unresolved item to a person or role with a clear next action.
Confirm the manager and after-hours team received the handoff.

Communication rules

Do not use personal phone numbers or private accounts for company customer communication.
Do not leave decisions only in Slack when they belong in the reservation or claim file.
Do not write only ‘called customer,’ ‘spoke to guest,’ ‘left voicemail,’ or ‘see Slack.’ State the result, facts, next action, owner, and deadline.
Do not paste full card numbers, CVV codes, passwords, access codes, lockbox codes, unnecessary license numbers, or precise tracking details into reservation comments.
Do not copy opinions, insults, blame, jokes, or unsupported conclusions into the permanent customer record.
Do not use insults, blame, speculation, sarcasm, or emotional language with customers.
Do not promise refunds, vehicles, claim outcomes, discounts, or exceptions before approval.
Do not share customer, payment, tracking, access, or claim information with unauthorized people.
Do not close a conversation without stating the next action when the issue remains unresolved.

Next release

Legal source library — pending documents

Exact contract language will be incorporated after current source documents are reviewed.

Operations first: legal text is not yet incorporated. Staff must continue using the signed agreement attached to each reservation.

Needed: current New Hampshire Rental Agreement.
Needed: current Massachusetts Rental Agreement.
Needed: Terms of Service and Privacy Policy.
Needed: Damage Waiver terms and current branch fee schedules.

Open these resources

Documents to add for each location

The currently active Rental Agreement template and revision date.
Current Terms of Service and Privacy Policy.
Damage Waiver terms, exclusions, pricing, and maximum out-of-pocket amounts.
Approved deposits, fees, taxes, mileage schedules, and vehicle-class rules.
Customer notices, acknowledgements, and required state-specific disclosures.
The management-approved effective date for each legal document.

Until legal sources are added

Do not quote this operations summary as exact contract language.
Do not tell a customer that the manual replaces the agreement they signed.
Do not reuse one state’s agreement or disclosure for another state without approval.
Do not edit legal language based only on a staff request or customer objection.
Escalate any conflict between this manual and the signed Rental Agreement.

Fast answers

Staff FAQ

Approved short answers for common questions.

What is the smoking charge?+

Smoking and vaping are prohibited at every location. Documented evidence may result in a $300 violation fee.

Can a customer book or pick up after 5 PM or on Sunday?+

Customers may book online 24/7, and pickup may be available after hours. The selected vehicle is not guaranteed until staff confirms that it is available and prepared. High-end and exotic vehicles may require confirmation during business hours.

What is the minimum age?+

Customers must be at least 21. Renters ages 21–25 pay a $25-per-day young-driver fee.

Do we accept debit cards?+

Yes. The customer must still meet identity, required deposit, payment, and coverage requirements.

How much is the deposit?+

Every reservation requires a deposit with no exceptions. Deposits start at $300 and may be up to $1,000 depending on vehicle class.

When does a deposit return?+

Deposit release takes 10 or more business days after return and completed closeout. Weekends and holidays do not count.

How many miles are included?+

The vehicle includes either 100 or 200 miles per day. Confirm the exact allowance and rate on the reservation.

What coverage does a renter need?+

Confirm transferable full coverage with comprehensive and collision, or offer the applicable Damage Waiver.

How much is the Damage Waiver?+

Damage Waiver pricing is reservation-specific. Verify the exact daily price, product, and maximum out-of-pocket amount in HQ before quoting it, and never call it insurance.

Can we extend a rental before payment?+

No. Check availability and account standing, collect and verify the required payment, preserve the correct fees, and rewrite the agreement at 28 days. Within five minutes after any extension payment, send the guest an SMS from Supreme Rentals CRM with the approved return date, exact return time, and exact outstanding balance, including $0.00 when paid in full.

What SMS is required after an extension payment?+

Within five minutes after every extension payment, text the guest from Supreme Rentals CRM with the approved return date, exact return time, and exact outstanding balance. State $0.00 when paid in full. If the payment is partial, do not say the extension is approved; state the current approved return date/time, payment received, remaining balance, and missing requirement.

What if the customer never picked up?+

Confirm the vehicle and keys were never released, leave the RA unchanged, and ask a manager to review and approve cancellation.

Who may process a security-deposit refund?+

A trained VA or other permissioned staff member may process an eligible refund only after completed closeout, 10+ business days, itemized deductions, and written manager approval.

What if HQ shows two VSF fees?+

Do not charge the customer. Exactly one VSF tier should apply based on total rental length. Stop and have the duplicate corrected before proceeding.

Can a VA choose a discount or new rack rate?+

No. Use the published rate. A manager may approve a case-specific discount; a new standard rate or fee requires management approval.

Can we release a car if the RA or insurance fields are incomplete?+

No. Stop the release until the RA, identity, coverage or Damage Waiver, payment, deposit, signature, and supporting documents are complete.

What is required before we release keys?+

Confirm the five release gates: license, coverage or Damage Waiver, deposit, rental payment or authorized billing, and signed RA plus pre-trip inspection. Record ‘RELEASE APPROVED’ only after all five are complete. If one is missing, keep the keys secured and do not place the reservation in Rental status.

Where do we confirm whether a vehicle is available?+

Check the exact unit across HQ, Turo, physical location, operational readiness, future reservations, key status, and current evidence. An open calendar, GPS dot, photo-channel post, or old key sheet alone does not prove that a vehicle is ready and available.

What must be on the location key sheet?+

Use one current key sheet showing each vehicle and plate or unit ID, key status, approved lockbox assignment when applicable, availability, update time, and employee. Update it at opening, before after-hours handoff, and immediately after a change. Never post lockbox codes in an open channel.

What is required for a vehicle swap?+

Verify the replacement’s location, branch, readiness, keys, calendar, class, rate, deposit, and customer acceptance. Update HQ or the applicable Turo process, complete a new pre-trip inspection, and repeat the full release gate before handing over keys.

What happens after a missed pricing call?+

Return the call within 10 minutes during the assigned shift whenever possible. If the customer does not answer, send an SMS, create or update the HQ quote, assign the next follow-up time, and keep one owner on the lead.

Can we close a return without a dashboard photo or final mileage?+

No. Confirm the vehicle is physically returned and obtain the missing mileage, fuel, key, and condition evidence before closeout.

How often should Turo messages be checked?+

Check Turo at opening, mid-shift, before business-hours handoff, and during the after-hours shift. Assign every unresolved trip-critical message to a responsible person.

What must we ask before sending a quote?+

Confirm pickup location; exact pickup and return dates and times; pickup, delivery, or after-hours need; vehicle or class and acceptable alternative; legal name, phone, and email; age; license and additional drivers; transferable full coverage or the exact HQ Damage Waiver; card type and ability to pay now; deposit; mileage; and every applicable delivery or approved charge.

What is the goal of a quote?+

The goal is a paid reservation. Confirm live availability, present the complete amount and deposit clearly, ask to secure the vehicle now, send the approved payment request, and verify the receipt before marking the reservation paid or confirmed.

Can I just give a caller the daily price?+

No. Company policy requires every call requesting pricing to be converted into a complete quote. Collect the required details, confirm live availability, create and send the quote from HQ, ask for the reservation, and collect payment when the customer is ready.

How must an issue be escalated?+

Call the store manager first. If there is no answer, immediately place a Slack call. If there is still no answer, call Angel for Salem or Medford and Jay for Manchester or Cranston. Then document the decision and next action in Slack and the correct company record.

What are the damage and claim deadlines?+

Address safety immediately, start the phone escalation within five minutes, open the incident record and vehicle hold within 30 minutes, upload available evidence within two hours or by shift end, and assign the claim within one business day. New Turo damage must be reported no later than 24 hours after trip end. Always follow an earlier contract, legal, insurer, or platform deadline.

What is the difference between a Turo trip and a direct rental?+

A direct rental follows the signed Supreme Rentals Rental Agreement, approved company policy, HQ, Supreme Rentals CRM, and the approved company payment process. A Turo trip follows the active Turo trip, trip-specific Car Sharing Agreement, current Turo Terms and policies, Turo messages, payment flow, trip changes, reimbursement, and claim workflow. Never move money, fees, extensions, swaps, or required documentation between channels.

Where must a customer call summary be saved?+

Save every customer call summary in the correct reservation comments immediately and within five minutes after the call. Slack, a call log, voicemail, or recording alone does not count. If there is no reservation, use the lead or quote record and carry key facts into the reservation when it is created.

What must a customer call summary include?+

Include the date and time, inbound or outbound direction, employee, customer, RA or Turo trip number, vehicle, location, reason, facts and systems checked, dates and amounts discussed, payment status and balance, promises or decisions, evidence, escalation result, next action, owner, and exact deadline.

Know the policy.Handle it correctly.

Every daily tool, one place

Core operations

Communication & administration

Company & locations

Support & knowledge bases

Daily operating constants

Ask when the SOP is unclear

Ask the SOP

Manual authority & decision rules

Key rules

Every staff member must

Staff must not

Escalate immediately when

Staff decision guide

Key rules

Before escalating

Complete escalation format

Locations, hours & after-hours service

Open these resources

Before confirming an after-hours pickup

Do not promise or send

Escalate to the responsible location when

Roles, permissions & escalation

Key rules

Before taking an approval-controlled action

Approval controls

Management approval is required for

Phone-first escalation chain

Location fallback

Every escalation call must state

If nobody answers

Quote → reservation → payment

Open these resources

Required questions before quoting

Every quote must clearly show

Quote controls

If the customer does not pay

Booking eligibility & required verification

Open these resources

Reservation verification checklist

Mandatory release gate

Do not confirm or release when

Escalate before proceeding when

Vehicle pickup & handoff SOP

Key rules

Open these resources

Vehicle-ready checklist

Customer handoff checklist

Never release the vehicle when

Pre-trip & post-trip inspection

Open these resources

Required photo coverage

Photo quality rules

Do not clean, move, or rent again until

Vehicle status, keys & photo coordination

Key rules

Open these resources

Key-sheet standard

Photo-channel and evidence rules

Vehicle-status controls

Vehicle swaps, airport delivery & dispatch

Open these resources

Vehicle-swap checklist

Airport and alternate-location dispatch checklist

Back-to-back reservation control

Card payments vs. manual payment records

Key rules

Open these resources

Before processing a card

Before recording a manual payment

Payment actions staff must not take

Escalate before continuing when

Security-deposit refund workflow

Payment-aging and refund queues

Core fees, deposits & mileage

Fee review checklist

Fee controls

Escalate fee questions when

Extensions & 28-day rewrites

Know the policy.
Handle it correctly.