Positive Driver Review Tag

What This Tag Means to Drivers

🙌 Easy Enter & Exit

The easy enter and exit tag indicates the driver had no issue accessing the facility nor redeeming their reservation.

💰 Great Value

A spot is considered a great value when the driver feels they received a parking experience worth the price they paid. Providing great value through competitive rates encourages customers to utilize your parking facility more frequently and for longer durations.

😃 Friendly Staff

A facility is considered to have friendly staff by a driver when the staff creates a welcoming and helpful environment for them, making their parking experience more enjoyable and stress-free.

✅ Clear Instructions

A facility is considered to have clear parking instructions by a driver when the instructions enable the driver to easily enter the facility and park properly. Typically, the clearest instructions consist of 3 to 4 simple steps for the driver to follow upon arrival.

🔒 Safe & Secure

A facility is considered a safe and secure environment by a driver when its infrastructure is well-maintained, free of debris, and well-lit, which promotes visibility and deters criminal activities such as theft and vandalism. Drivers also perceive a facility as safe and secure if it provides clear access to personnel or emergency call buttons for requesting help if needed.

✨ Clean Facility

A facility is considered clean by a driver when the parking spot and surrounding areas are well-lit, litter-free, and tidy; free of biohazards or unsanitary conditions; and equipped with a good ventilation system. Overall, a clean facility should reflect the professionalism and care of its management.

Negative Driver Review Tag

What This Tag Means to Drivers

How to Address

⛔ Couldn’t Park Here

A driver may report that they 'couldn’t park here' if they were unable to park at the facility or redeem their SpotHero reservation. This could be due to a full lot, on-site staff not accepting their reservation, or other issues such as road closures, lot inaccessibility, equipment malfunctions, or incorrect hours of operation.

When a driver reports that they couldn’t park at the facility, consider the following:

1. Identifying patterns of high demand and taking advantage of inventory exceptions during that time frame to avoid oversells.

2. Utilizing blackouts if the facility is closed, has special holiday hours, or if there are road closures preventing drivers from accessing the facility.

3. Verifying that the hours of operation are up to date.

4. Ensuring there are no equipment or lot blockage issues preventing drivers from parking.

5. If applicable, ensuring that on-site staff are informed about the facility's partnership with SpotHero.

📱 Issue Redeeming

A driver may report an 'issue redeeming' if they initially encountered a full lot, had trouble using their parking pass, on-site staff did not accept their SpotHero reservation, or they were unable to park for another reason (e.g., road closures or equipment issues).

When a driver reports that they experienced an issue redeeming their parking at the facility, consider the following:

1. Verifying that any redemption instructions or requirements are clearly communicated to drivers both online via the parking pass and on-site.

2. Regularly checking for any on-site technical issues with equipment, such as scanner cleanliness, integrations, and equipment power and connectivity. Also, if applicable, ensure that on-site staff are informed about the facility's partnership with SpotHero

💵 Overpriced

A driver may report a parking spot as 'overpriced' if the cost feels too high relative to the value provided or nearby alternatives. Concerns may include poor facility quality, unexpected fees, or discovering that the online rate they paid was higher than the drive-up rate.

To stay competitive, consider the following:

1. Ensuring online rates are not above drive-up rates.

2. Regularly comparing rates with nearby competitors.

3. Enhancing value by improving facility quality and amenities.

4. Acting on driver feedback to align pricing with the experience.

5. Contacting your SpotHero rep to receive optimized rate guidance.

☹️ Poor Service

A driver may report receiving 'poor service' if they interacted with rude staff, felt dismissed, or experienced a lack of sufficient staff presence, assistance, or communication during their parking experience.

When a driver reports that they experienced poor service at the facility, consider the following:

1. Reviewing location information to verify that expectations around staff presence are accurately communicated for drivers ahead of their arrival.

2. If applicable, checking in with on-site staff about customer service best practices.

🔎 Hard to Find

A driver may report that a facility is 'hard to find' if they encountered limited or unclear entrance instructions on the parking pass, if the map pin for the location needs adjustment, if the spot title does not reflect the entrance address, if there is a lack of clear signage on-site, or if the photos were poor quality or unrepresentative of the facility.

When a driver reports that the facility is hard to find, consider the following:

1. Ensure parking instructions are up to date on the parking pass.

2. Ensure facility photos are high-quality and representative of the location.

3. Ensure SpotHero reps have map pins accurately reflecting the desired entrances.

🚨 Security Concern

A driver may report a 'security concern' if they notice issues within the facility related to safety. This could include poor lighting, a lack of on-site staff presence, or other factors, which may impact driver retention or drive away new customers.

When a driver reports that there is a security concern, ensure that the facility:

1. Is well-lit

2. Has clear signage

3. Is free of environmental hazards

4. Has access to safety and security measures, and that they are actively promoted on-site

🗑️ Poorly Maintained

A driver may report that a facility is 'poorly maintained' if they feel the facility is not in acceptable condition or is in disrepair during their parking experience. During the winter months, a driver may report this if the lot is inaccessible due to snow or icy conditions.

When a driver reports that the facility is poorly maintained, consider the following:

1. Conducting regular maintenance assessments to ensure that the facility is in acceptable condition, particularly regarding cleanliness.

2. Prioritizing critical issues such as structural problems, malfunctioning lighting, potholes, trip hazards, and biohazards, followed by aesthetic improvements and other non-urgent repairs.