Routes parking service used to be very fast. The last two times I've parked here have resulted in an extremely long wait at the airport and at the service desk. They need a separate line for personal car pickup. Rental car pickups take much longer and slow everyone else down. There are not enough shuttles and never enough people working at the counter. The low cost does not make up for my time wasted. Over 1.5 hrs after landing and I still don't have my car. I will not be using Routes again.
Terrible service. They just DON'T care. And they are happy to admit it.
I dropped off my car and had to wait 20 minutes for a shuttle. They only have 1 shuttle and 1 driver. We loaded up, the driver disappeared for about 10 minutes and then off to the airport. We were at the international terminal, and he wasn't too familiar with it.
Coming back you need to take the bus to the rental car lot and then wait 20 minutes more for a shuttle to take you to the car lot. Then it was 39 minutes waiting in line just to pick up my car. They explained they were very busy, and their main business is renting cars so parking wasn't a priority.
Finally when I got my car I found a brand new crease in the bumper. They insisted it was there when my car was dropped off (it wasn't) and showed me their walk around diagram showing there was an issue marked. They never offered me the option of walking around the car and signing off on the initial inspection. They just took my car and drove off. When I asked about this they told me, "80% of our customers don't want to do the inspection - they just want to drop the car and leave, so we don't offer to do the inspection with them anymore." The fact they could say that with a straight face was beyond belief. My guess is they put the mark on the sheet AFTER they damaged the car realizing nobody could argue with them.
BTW, after waiting 40 minutes to pick up my car, finding it damaged, and going back inside to talk to someone about it, it took the manager more than 5 minutes to come out of his office. He seemed reluctant to come and look at the car, but agreed to. I said, "Let's go." He stopped in his tracks, looked at me and replied, "Don't rush me!" Ugh.
1. Long wait for the shuttle both going to and returning from the airport. Give yourself 30-45 minutes just for shuttle wait and drive time given traffic.
2. Long wait to pick up your car. Plan an extra 45 minutes.
3. If you're stupid enough to use these guys after reading this review, INSIST on doing a walkaround inspection before you surrender your car.
There are things they need to work on and things that were great.
Drop off was good and efficient. Pickup, however, needs some work. Upon pickup you need to go to the car rental section of the airport which is about a 5-10 minute bus ride. It’s strange that you’re not picked up at the airport itself like other transfers.
They tell you that once you arrive to the rental building to call for a ride. My husband and I called, along with 2 other women, for about 25 minutes before someone answered, and we didn’t even select the “request a ride” option on the phone- I think my husband got someone when he requested to make a reservation. They said someone was on the way.
1 van arrived and people were literally fighting to get on it because there were so many of us. One woman yelled as she was getting in that she’d waited over an hour to get on. Another van came during the loading of the first and we had to push our way to get on before the families that JUST got there and only waited a few seconds.
They definitely need to work on staffing, and making sure they’re circulating more pickup vans and answering the phones more. When people fly home they want the quickest and easiest way possible to get home, not to have to wait and fight to get there.
When I got to my car there were no noticeable issues or scratches so I was good there.
I have used this parking lot several times in the past due to having slightly better customer service than others. However, this last time about 2 weeks ago was the worst! When we returned from our trip, I called the number as requested for pick up. I was told to stand out where the shuttles were picking up and the shuttle would arrive shortly. Well 20 minutes later, there was no shuttle. I contacted the office for an explanation. I was told that their pick location had changed and needed to take another shuttle to get to the location. Please note that I had my daughter who has special needs and my mother who was in a wheel chair with me! I asked why I wasn't told when I called earlier. I was told that I needed to learn to read, and I needed to get off the phone so they could continue to do their job! I was livid! We took the shuttle to the new location to get picked up which took another 30 minutes! An hour to get back to my car and it wasn't even ready to go when I got there! They still had to go and find it after my first call an hour earlier! On top on everything else, the bathrooms were disgusting! They told us they didn't know what they looked like and when they had last been cleaned! They have lost my business! I would never refer anyone else here or use their services in the future!
It was my first time parking at Routes for almost a week. Online purchase through SPOT HERO was pretty straightforward. Here is my feedback.
Location - 4. Easy to find, but entrance is a bit tricky. A one way or Entrance sign would make it easier. ADD a note in SPOT HERO also.
Space - 5. It is spacious inside and easy to pull in most of the time.
Parking - 5. Valet drop off and pick works like a charm at the parking location. CALL ahead with your parking ticket number on the return.
Staff and service - 4. Staff is courteous and responses quickly in person and over the phone. Rental and just parking gets mixed up and confusing.
Shuttle Service - 3. Drop off to Airport was awesome. IMPROVE - Pick up from the Airport at Rental terminal in the night. Directions are confusing for first time and long wait. Have a few shuttles available. It was very painful to have families waiting, left out and kids sitting on a lap.