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Frequently asked questions

Parking
How many types of parking do you have?

We have four types of parking: valet parking, shuttle parking, park sleep and fly, and parking on walking distance. Visit the parking types page for more information about each service.

What if my arrival at the car park is delayed?

You should let us know that you will be late before arrival so we can change it directly.

Do I have to leave my car keys at the car park?

Some parking facilities require you to leave your car keys while others don’t. You can easily filter on this preference in the filter function. The car park uses your car keys to make the car park more manageable; they won’t drive your car unnecessarily.

Booking
Can I cancel my reservation?

Provided it’s at most 48 hours before departure (unless stated otherwise in your confirmation email) you are allowed to cancel your reservation. You may be charged a cancellation fee of up to 15% of the booking fee unless you purchased cancellation insurance.

After cancellation of your reservation from 14/09/2020, we will refund the outstanding amount to you as a voucher. With this voucher you can make a new reservation at a later date by entering your original reservation number (Mobian ID). You will receive 100% of the value of your original booking amount (minus transaction and cancellation insurance costs, if applicable) as a discount on your new booking.

You can redeem your voucher until 01/01/2022. If the voucher has not yet been redeemed by this date, we will automatically refund the outstanding amount to you. Please note that if you do not have cancellation insurance and you have not used your voucher by this date, a 15% cancellation fee will be deducted from your refund.

For more information check out our COVID-19 FAQs page.

To cancel your booking, click here (and enter your booking number and email address) or send an e-mail to info@parkhero.co.uk with your reservation number and request during service hours, Mon-Fri 9:00 am – 5:00 pm.

What if I have a complaint?

We apologize for any bad experiences that you may encounter at the parking facility. We encourage you to report your complaint directly to the parking company and record video or take pictures if necessary. Submit your complaints directly to us by mail for our official records. If your car was damaged you are required to directly file a complaint with the car park.

Can I make adjustments to my reservation?

Yes, you can make adjustments up to 48 hours before the booking begins! Simply send us an email to info@parkhero.co.uk with your request and remember to include your booking number.

Security
Where will my car be parked?

Your car will be securely parked as shown in the pictures on our website.

What if my car is damaged at the car park?

If your car is damaged at the car park make sure to directly notify the parking facility. Insurance rules require you to report it at the parking spot itself. It is recommended that you also take some pictures or videos. If you have opted for valet parking, make sure to thoroughly inspect your car.

What if I can't take my keys with me when departing the airport?

You can leave your keys with the parking to be safely stored until your return. They won’t use the keys to drive your car unnecessarily, but it may be necessary to occassionally move your car to make the car park more manageable.

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