How SpotHero Works

Frequently Asked Questions

Are SpotHero parking reservations guaranteed?

Yes! When you book with SpotHero, we guarantee you will have a spot to park at the price you paid or your money back. While SpotHero does not physically hold a specific spot open for each reservation, we work closely with our partners to monitor inventory levels and avoid overbooking.

What is SpotHero's cancellation policy?

Reservations can be canceled up until the minute before they begin to receive a full refund via the app, website, or our self-service phone system. Once a reservation has started it can’t be canceled or refunded, but if you’re having trouble with it, please contact our Customer Heroes for help at (844) 324-7768.*

*Certain exceptions may apply. For more information, refer to our Terms of Use and your Parking Pass.

What if something goes wrong with my reservation?

Have no fear, our Customer Heroes are here! If you need assistance with your reservation, please reach out to our Hero team at (844) 324-7768, or support@spothero.com. Please have your rental ID number ready to help them quickly locate the relevant information.

Are there any additional fees?

The SpotHero price is the entire price you’ll pay for a reservation, and all applicable taxes and fees are included in the price that you see at checkout! Some locations charge a separate oversize fee for vehicles that are taller than 65″ or longer than 181”. If not payable at the time you make your reservation, you will need to pay that fee on-site. You’ll be able to see if the spot charges an oversize fee before booking in the “spot details” section, and if you enter your vehicle make and model at checkout you can see if your vehicle is considered oversize. Potential oversize fees are also listed on the Parking Pass under “Things You Should Know.”

Can I park an RV, van, or bus?

SpotHero is intended for personal vehicles only, so we cannot accept reservations for RVs, vans, or buses at this time.

Can I make a change to my Parking Pass after I purchase it?

Yes! You can edit or cancel any upcoming parking reservation up to the time your reservation begins, and extend most active parking reservations pending availability.

Do I have to reserve online to get this rate?

Generally, yes. SpotHero is able to offer discounts on the drive-up rates at many locations we partner with. The rate you see on SpotHero is not guaranteed without a reservation.

Can I enter before my reservation starts or leave after it ends?

No. Please enter and exit within your reservation timeframe; failure to do so may result in a penalty from the facility operator. You can check your reservation times on your Parking Pass, and extend most active reservations in the SpotHero app and on the website pending availability.

Will you prorate my monthly parking spot?

No, monthly parking is not prorated. If you have an extenuating circumstance, please call our Customer Heroes at (844) 324-7768.

Does my reservation provide in and out privileges?

It depends on the location. Some facilities have in and out privileges, but at this time most facilities that SpotHero partners with do not allow drivers to enter and exit multiple times during a reservation. 

Before booking, you can check the spot details in the app and on the website or use the filters on the results page to only view spots with in and out privileges. If you have already reserved a spot, you can check to see if you have in and out privileges by checking the “amenities” section of your Parking Pass. If you see “in and out allowed” you can enter and exit multiple times as long as you are within your reservation time frame!

Business Profiles

What is a Business Profile?

A Business Profile is a tool in the SpotHero app. It’s designed with special features to help drivers easily manage business parking and expenses!

How do I create a Business Profile?

Business Profiles can only be set up in the app. In the app, select “Account,” then under “Profiles,” select "Set Up Business Profile" and follow the steps as indicated!

Can I automate receipt forwarding to my expense tool with a Business Profile?

Yes! Log into your Business Profile in “Account” in the SpotHero app. Then under “Settings” select “Expense Tools,” and select the expense tool that you use at work.

SpotHero Credit

How does SpotHero credit work?

SpotHero credit can be used to purchase parking reservations through the SpotHero app and website, when and where available for use at participating parking locations. SpotHero credit is applied automatically at checkout as long as you are logged into your account! Please note that SpotHero credit cannot be used when booking with a Business Profile.

If you would prefer to save your SpotHero credit for future use, you can opt out of using credit at checkout in the SpotHero app by unchecking “apply credit” under “payment methods.”

You can check your credit balance and purchase credit for future use in your account settings in the SpotHero app.

Does SpotHero credit expire?

If you purchased SpotHero credit, the amount you paid for the credit (excluding any promotional credit issued in connection with the purchase) does not expire and is nonrefundable. Any promotional credit provided by SpotHero is subject to an earlier expiration date, typically one year after date of issue, unless a different timeline is detailed in any applicable offer made to you or otherwise communicated to you. All credit issuances are subject to SpotHero Terms and Conditions and, for any purchase of SpotHero credit, the SpotHero Prepaid Credit Terms and Conditions.

Why didn't my SpotHero credit apply to my reservation?

Available SpotHero credit should apply automatically at checkout as long as you are logged into your account. If your credit did not apply to your SpotHero reservation, check to see if you are logged into your SpotHero account in your account settings, and ensure that “apply credit” is checked under “payment method” at checkout in the app. 

Please be aware that credit cannot be used to purchase reservations on a SpotHero Business Profile. If you have a Business Profile, ensure you are using your Personal Profile at checkout to redeem your available credit.

Can I use SpotHero credit to book parking in another country?

No. SpotHero credit can only be used to book parking at facilities that use the same currency type, so SpotHero credit cannot be used to book parking outside the credit’s country of origin.

Where can I find more information on SpotHero credit?

SpotHero credit is subject to additional terms and conditions, including but not limited to the SpotHero Terms and Conditions and the SpotHero Prepaid Credit Terms and Conditions, as applicable. Feel free to reach out to our Customer Hero team with any additional questions at (844)324-7768 or support@spothero.com.

Post-Purchase

How do I redeem my reservation?

All of the instructions for how to redeem your reservation can be found in the Parking Pass. Each location is different, so it’s important to review your Parking Pass before you park. You can access the Parking Pass via the email confirmation that is sent to you or by logging into the app or the website. If you have any questions about the redemption process, give our Customer Heroes a call at (844) 324-7768 so we can help out right away.

What if I'm purchasing SpotHero Event Parking and the event runs late?

If an event runs late and you have purchased SpotHero Event Parking, there’s no need to leave early. We work with parking operators to ensure that adequate personnel and resources are available to accommodate the extended parking needs whenever possible for large events. If for some reason a parking operator is unable to accommodate an event when it runs late and you experience any issues while exiting, please don’t hesitate to reach out to our Customer Hero team for support.

Do I need to download the SpotHero app?

You don’t need to, but it does make your experience easier! When logged in, the app will store all of your Parking Passes. If you don’t have the app, that’s ok too! You can always show your reservation by pulling your Parking Pass up from your email or bringing a printed out copy of your reservation.

Can I transfer my pass to a different location?

Reservations cannot be transferred to different locations, as rates may vary between spots. That said, if your reservation hasn’t started yet, you can cancel it and book another spot at a different place!

I didn't receive / can't find my Parking Pass

You can access your Parking Pass by logging into your SpotHero account via the app or the website. You should also receive an email confirmation after booking a spot. If you have not received your Parking Pass, please give our Customer Heroes a call at (844) 324-7768 and we’ll make sure you get it to the correct email address!

Billing

When will my card be charged for my reservation?

Your card is charged when you press “pay and reserve” at checkout to book your spot, rather than when the reservation starts or ends.

How do I apply credit to a reservation?

SpotHero credit will apply automatically toward your next reservation at checkout as long as you’re logged in and not checking out as a guest. To view your available credit, you can visit the “Account” or “Account Settings” section of the app, available credit will be listed under your account information.

Can I sell my Parking Pass / reservation?

Selling reservations made through our site or app is a violation of our terms and conditions. If we learn you are engaging in the reselling of a parking pass/reservation, your reservation will be canceled and you will not receive a refund. Remember, you can always cancel your reservation before it begins if your plans change!

Can I use a commuter benefits card on your site?

Absolutely! Please note:

If you have any trouble or questions, feel free to contact our Customer Hero team for more information at (844) 324-7768.

Monthly

How does the monthly billing cycle work?

Most locations are set up with the billing cycle to be on the 1st and the 15th of every month. Some facilities do offer a flexible start date: you can start parking any day of the month you like and are billed 5 days prior to the start of the following month. Billing details are listed under “spot details” prior to purchase, and on the Parking Pass after booking.

Are there any additional fees for monthly reservations?

That depends! Some locations may require a fee for your access card or transponder, however, that will all be detailed in the description of the location before you purchase. All extra fees will be paid to the garage or lot office after purchase. Please make sure to read the description before finalizing your payment.

Package Plans

What is an Event Parking Package?

Event Parking Packages allow drivers to purchase parking for multiple events at once via a “package plan.” You will be able to select from a list of event packages and then choose the facility you want to park in from among all participating facilities with available inventory!

Can I cancel my Event Package?

Yes. If you can't make it to an event or change your mind, we allow cancellations of single reservations or the entire event package, anytime before the reservation(s) start. Currently, this functionality is only available by contacting our Customer Hero team at (844) 938-3688. We are working hard to make this available online and in the SpotHero app. 

Note: This cancellation policy applies only to upcoming reservations—not reservations that have already passed.

Can I share my parking reservations with my friends and family?

Yes! While we don't currently have a formal transfer process, your confirmation email will include links to all of the parking passes in your event package. You can either forward that entire email to the person attending the event or copy and share the link/URL for a single parking reservation. They can view it in any mobile phone browser. If you share parking reservations, make sure the vehicle information on the reservation is accurate so you don't risk getting towed!

Can I change my reservation times for Event Packages?

Event parking times are set to match the approximate times of the event and generally cannot be modified. If the event runs long (for example, overtime or extra innings) all facilities that offer Event Packages will let you out with no extra charge as long as you leave right after the event has ended.

Ticketmaster

Can I change the time of my parking reservation?

You cannot change the time of your parking reservation. The preset time on your reservation ensures that your parking will be reserved 1-2 hours before your event and 1 hour after. Please see your parking pass for exact start and end times.

What if I'm purchasing a spot for an event and the event runs late?

If an event runs late, there’s no need to leave early. We work with parking operators to ensure that adequate personnel and resources are available to accommodate the extended parking needs whenever possible for large events. If for some reason a parking operator is unable to accommodate an event when it runs late and you experience any issues while exiting, please don’t hesitate to reach out to the SpotHero team at 844-755-7768 or support@spothero.com.

How can I request a refund for my SpotHero parking reservation if I'm unable to attend the event?

You can cancel your parking reservation up until the minute before it starts via the parking pass, SpotHero website, or SpotHero app. To see the start time of your parking reservation, check your parking pass.

Where is my refund?

Refunds may take up to 21 days to process. If you do not receive a refund in 21 days, please reach out to Fan Support. 

Can I sell or transfer my parking pass?

SpotHero parking passes can’t be sold or transferred through your Ticketmaster account. 

What if something goes wrong with my reservation?

If you need assistance with your reservation, please reach out to the SpotHero team at 844-755-7768 or support@spothero.com. Please have your rental ID number ready to help them quickly locate the relevant information.

What if I have an oversized vehicle?

Some locations charge a separate oversize fee for vehicles that are taller than 65″ or longer than 181”. You’ll need to pay that fee on-site.