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.

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 our Customer Hero team for support.

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.

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.

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.