Frequently Asked Questions... and answers!

  • Basics

  • Why should I choose Roost?

    Roost is a community built on sharing that gives spare space value instead of letting it go to waste. It is the most safe and convenient way to find and rent parking and storage right in your neighborhood. Creating an account is completely free, and Roost hosts and renters are also protected by our $10,000 guarantee. We also offer 24/7 customer support to ensure that all users have a positive, enjoyable experience.

  • Where is Roost available?

    Roost is most active in the San Francisco Bay Area and Washington DC. If you live somewhere else but have spare space, you’re in luck! We are now accepting new hosts nationwide in all major cities, and you can create your listing here.

  • How do I sign up?

    Creating an account and posting a listing is completely free. Get started by creating an account here.

  • Renting

  • How do payments work?

    All payments are done automatically through Roost’s secure payment system. As a renter, your card will not be charged until the start date you have selected on your reservation request. You will only be charged if your request is accepted by the host. If you are renting on a month-to-month basis, after your first month you will be charged on the first day of each following month for the duration of your rental.

  • What happens after I make a reservation request?

    After you make a request, the host has until your selected start date to accept or decline. If your request is accepted, we will email you additional details about the listing and your payment will be processed on the start date you selected. If the host declines your request, you will not be charged.

  • What are acceptable items for storage?

    As long as your host approves it, you can store almost anything except:

    • Inherently dangerous materials, including gasoline, compressed gas, propane tanks, kerosene, lamp and motor oil, acid, grease, corrosives, fertilizer, paint, cleaners, chemicals, narcotics, or hazardous, toxic or biological waste; asbestos or products containing asbestos, fireworks, explosives, weapons or ammunition
    • Radioactive equipment or anything that contains radioactive materials
    • Perishable food products
    • Any animals or plants; alive or dead
    • Stolen or illegal items
    • Anything the host has deemed inappropriate to be stored on their property

    For your protection, we also do not recommend storing items with a collective value over $10,000 (excluding automobiles) or anything of significant sentimental or monetary value.

    If you are unsure, feel free to contact support@roost.comfor advice.

  • Are stored items protected?

    Our Roost Renter Guarantee exists to address certain situations, such as natural disasters. We also recommend you confirm your homeowner’s or renter’s insurance to ensure your property is covered. These policies usually cover your property stored outside of your home in event of theft of damage. We also encourage you to take inventory of items you put into storage. This information is necessary when making a claim for damage or theft.

  • How do I access my stored items?

    Accessibility is determined by the host and can also be discussed prior to moving in. Most spaces will have one of two types of access, which you will find listed under the listing’s details:

    • 4/7 Access – You will be given a key, code, or garage door opener (if needed) so that you may access the space whenever you want.
    • Scheduled Access - You may access the space during times you schedule with the host.
  • How do I cancel a reservation?

    We understand that situations change. If your reservation did not work out, contact us immediately by calling 844-467-6678 or emailing support@roost.com. We will happily refund cancellations with sufficient reason. For more information on our cancellation policy, see our Terms & Conditions.

  • How long can I rent a space?

    We don’t require you to choose a check-out date; the majority of Roost spaces get rented as ongoing month-to-month rentals. We support both short and long-term rentals, however most hosts give preference to those who plan to rent on an ongoing basis as opposed to short-term rentals.

  • Can I send someone else to drop off or pick up my items?

    We understand that often it is the moving company who drops off or picks up the items from storage. If this is the case, please make sure to let the host know in advance whom to expect.

  • What do I do if a host asks for a check?

    All payments are processed on our secure platform, so your host should never ask you for a check, cash, or any other form of payment. If you are asked to pay outside of the Roost platform, let your host know you have already paid through Roost and contact us at 844-467-6678 or support@roost.com.

  • Hosting

  • What type of space can I rent out?

    You can rent out any type of extra space you have, including but not limited to garages, driveways, warehouses, closets, basements, spare rooms, attics, backyards, or crawl spaces. Our most successful hosts get creative and list multiple spaces in their home.

  • Will strangers be coming in and out of my house all the time?

    You set the accessibility for your space; so if you would like to restrict access to pre-scheduled times, you can easily select “scheduled access” on your listing. You’re not required to give your renter a key or garage opener if you’d prefer to be there to let them in. If you do allow 24/7 access, you can charge a premium for it. Most hosts also end up having one renter who rents long term, so in most cases. Also, chances are your Roost renter is not a stranger but simply a friendly neighbor you haven’t met yet!

  • How much should I charge?

    For first time hosts, we recommend pricing your space competitively to others in your area. You can look up similar parking or storage prices in your area, or call us at 844-467-6678 and we’ll be happy to assist in pricing your space.

  • What if the renter doesn’t pay or their credit card fails?

    One of the perks of using Roost is we always guarantee your payments. That means even if the renter’s credit card gets declined, we’ll still pay you for your space and we’ll deal with getting the correct payment information from the renter.

  • What are my responsibilities and obligations?

    Hosts are never obligated to accept a request; however, a timely response is appreciated. All reservation requests expire on the renter’s requested start date. Once the renter's items are in the host's possession, the host has the responsibility to keep items in their care, safely and securely.

  • What if my state or county requires me to pay a parking tax?

    You are responsible for paying any applicable taxes to your local government. Tax laws differ by state and county, and not all states or counties charge a tax. Be sure to check with your local government to see what, if any, taxes apply to you, and for instructions on how to register for and pay your taxes.

  • How do I cancel or decline a reservation?

    Pending reservations can be declined on the Reservations tab on the menu on the left of your screen. Clicking the red “X” will decline the reservation.

    If you need to cancel an active reservation, contact us by calling 844-467-6678 or email support@roost.com. We ask that you give the renter proper notice to arrange for retrieval of belongings.

    For more information on our cancellation policy, see our Terms & Conditions.

  • What do I do if a renter damages my property?

    Renters are responsible for damages they cause. However, hosts should try to be present to facilitate hand-offs. Additionally, we encourage hosts to get a homeowner’s or renter’s insurance plan if they don’t already have it. For more information, see our Terms & Conditions.

  • What happens to abandoned property?

    In the event that a renter’s payment method ceases to work, Roost will continue to pay you and we will contact the renter to troubleshoot the issue. Should all proper channels of contact fail and we do not hear from the renter within 30 days of the first delinquent payment, their property will be considered abandoned, and will be removed, donated, or recycled by us or our partners.

    Please do not ever handle or remove a delinquent renter’s items by yourself, as doing so may cause potential legal issues. Always contact support@roost.com for assistance.

  • Will my landlord allow this?

    The majority of all lease agreements do not have any stipulations about renting out your parking or storage space. Check your lease, and if you are still unsure we encourage you to double check with your landlord.

  • How do taxes work for hosts?

    As a host, your earnings may be subject to US income taxes. To assist with US tax compliance, we may collect your taxpayer information. US persons may fill out a Form W-9. At the end of January, we will provide hosts who've earned over $20,000 and had 200+ reservations with a Form 1099-K showing their reportable earnings from the previous year. You can learn more about how the IRS classifies taxpayers for US tax purposes at irs.gov. If you're unsure of which form to submit, we encourage you to consult a tax professional who can clarify your tax status.

  • Account

  • How do I change my password?

    To change your password, go to your profile on the left side of the screen. Click your photo, and select “My Profile” from the menu. When you are on your profile, select “Edit Profile” and you will see a place to change your password.

  • I forgot my password. How do I reset it?

    To reset your password, select “Forgot Password” on the login page. Enter your email address and we will email you a link to reset your password.

  • How do I delete my account?

    While we’d hate to see you go, you can always email support@roost.com for assistance in removing your account.

  • How do I change my account settings?

    To change your account settings, click on your profile photo in the bottom left of the screen and select “Settings” from the menu. If you are trying to change your payment settings, click on the “Payment” button on the left side of the page.

  • Where's my profile picture?

    We recommend you use Facebook to login with Roost; this will automatically grab your profile picture. Don’t worry, we never post anything or share your information with anybody.

    At this time the only way to update your photo is by linking Facebook. If you had signed up using email and password, you can still connect your Facebook profile in your account page under Account Settings.

  • Payments

  • What payment options are available?

    We accept all major debit and credit cards including Visa, MasterCard, Discover, and American Express.

  • As a host, when will I get paid?

    For reservations under 30 days, payments are directly deposited into your bank account the first week of the reservation. For recurring month-to-month reservations, payments are automatically deposited into your account at the beginning of every month. Any remaining balance will be paid out once the full reservation period has ended.

  • As a host, how will I get paid?

    Roost’s payment system is designed to make transferring money between renters and hosts as simple and reliable as possible. Renter’s are billed automatically by Roost, and all payments are directly deposited into the host’s bank account at the beginning of each month. Using Roost’s payment system is required to make a reservation, and it helps ensure that both parties are protected under our Terms of Service and cancellation policies. Never ask your renter for a check, cash, or any other form of payment.

  • Why did my credit card payment fail?

    If your card is not accepted, make sure you are entering the correct zip code and check the expiration date. If your card still does not work, contact your card issuer or bank.

  • Privacy

  • Are my contact details publicly accessible?

    No. Safety is our top priority, and we will never display your full name, phone number, or address publicly on the website. Your contact information is only shared when your reservation is officially accepted, and your details are only shared with the individual host or renter you are renting with.

  • Is my listing's address kept private?

    Yes. The address of your listing is kept private and is only shared with a renter after you have approved their reservation request.