Parking in downtown Cincinnati can be a hassle. We aim to make it easy, accessible.
We manage nine garages and seven surface lots throughout downtown and Over-the-Rhine. Every day, thousands of people use these facilities to shop, dine, work and explore. Our goal is to make parking as convenient, secure and affordable as possible.
That's why we've embraced modern tools like mobile payments and License Plate Recognition (LPR) cameras. In addition to payment kiosks, our lots provide the option for customers to pay for parking via text-to-pay or mobile pay by scanning a QR code. These technologies enhance customer service, provide flexibility for patrons and support a safe environment. The mobile payment options also help avoid citations by allowing parkers to receive reminders and extend their stay right from their phone.
As such, we wanted to provide clarity on a recent letter to the editor published in the Enquirer claiming our practices are deceptive ("Cincinnati's deceptive parking practices drive visitors away," May 27). We understand that parking can be frustrating − and that technology is not perfect (3CDC certainly has room for improvement, too, for that matter). But we aren't trying to deceive anyone, and we also believe it's important to set the record straight.
Letter: Broken kiosk, faded signs and a $65 welcome to Over-the-Rhine
In the case highlighted by the letter:
The individual paid for two hours of parking.
He stayed for two hours and 13 minutes.
He was issued a citation.
The individual also noted our parking kiosk didn't print a receipt when he paid, which would have been timestamped, showing when he paid for parking. Our lots do not require the display of a receipt on a dashboard, so when a customer pays, the time begins on his or her parking stay. This is automatically recorded, and the system then begins counting down the time. If the parker wanted to extend his time, he could have contacted 3CDC directly or gone back to the kiosk to pay for additional time; parkers regularly do both, and we are always willing to work with parkers who contact us for all manner of questions or concerns.
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Additionally, to alleviate timing challenges, our signage clearly states that a parker has a 15-minute grace period upon entering the lot prior to incurring any charges. To mitigate issues where parkers might be running a few minutes late returning to their car, we also offered a 10-minute grace period at the end of a parker's time. As a result of the underlying facts in this particular instance, we have since extended that grace period to 15 minutes. In addition to providing multiple different payment options and grace periods, we do our best to provide ample signage that clearly defines the rules for parkers. The lot cited in the letter to the editor features seven different signs stating that pre-paid parking is monitored and enforced by cameras.
We're not trying to "catch" anyone − we're trying to keep the system fair and accessible. We're focused on providing good customer service and a positive experience. And we're committed to improving. That includes better signage, clearer instructions, and a willingness to work with any customer who feels they were wrongly cited or paid an incorrect amount for their parking. We also intend to add on-site staff at the 1400 Vine Lot during peak times to provide an extra layer of customer service, as we do at all the garages we manage.
In short, we believe parking should be easy, fair and safe. We're working every day to make it better − and to support the vibrancy of downtown by ensuring that access to it is as seamless as possible. It's an essential service that aids small businesses and helps keep our downtown welcoming for everyone. We are sorry that this parker had a negative experience, and we hope to have the opportunity to welcome him back to OTR again soon, as it is a neighborhood full of history, unique experiences, and incredible local businesses.
Stephen Leeper is president and CEO of Cincinnati Center City Development Corp. (3CDC).
This article originally appeared on Cincinnati Enquirer: Downtown Cincinnati parking is getting improvements you need | Opinion
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