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Managing Bookings

This guide explains how to view, modify, and manage your bookings after they've been created.

Accessing Your Booking​

There are two ways to access and manage your booking, depending on whether you created an account during the booking process.

With an Account (Registered Users)​

If you created an account during booking:

  1. Log in to your account
  2. Navigate to "My Bookings"
  3. Find your booking in the list
  4. Click to view details and manage

Benefits of having an account:

  • See all your bookings in one place
  • Faster checkout for future bookings
  • Save payment methods
  • Access booking history

Without an Account (Guest Access)​

If you booked as a guest without creating an account, you can still access your booking using the secure link in your confirmation email.

How it works:

  1. Open your booking confirmation email
  2. Click the "Manage Booking" or "View Booking" link
  3. You'll be taken directly to your booking details
  4. No login required - the link contains a secure token

Important notes about guest access:

  • The link is valid for 30 days from when it was sent
  • Each link is unique to your booking and cannot be used for other bookings
  • Keep your confirmation email safe - it's your key to managing the booking
  • If you need a new link, contact support or request a confirmation email resend

What you can do with guest access:

  • View all booking details
  • See payment status
  • View waiver requirements
  • Cancel your booking (subject to cancellation policy)
  • Reschedule your booking (subject to reschedule policy)

What requires an account:

  • Viewing multiple bookings at once
  • Saving payment methods
  • Managing your profile

Creating an account later:

You can create an account at any time using the same email address you used for booking. Your existing bookings will automatically be linked to your new account.

Viewing Your Bookings​

Finding Your Booking​

You can access your booking using:

Booking Reference Number

  • Provided in your confirmation email
  • Format: "BK-2025-10-15-001" or similar
  • Enter on the booking lookup page

Email Address

  • Use the email address used when booking
  • System will show all bookings for that email

Booking ID

  • Unique identifier provided in confirmation
  • Use for support inquiries

Booking Details Page​

When you view a booking, you'll see:

Booking Information

  • Booking reference number
  • Status (Hold, Confirmed, Completed, etc.)
  • Date and time
  • Duration
  • Location/venue

Activity Details

  • Product name
  • Variant (if applicable)
  • Number of participants
  • Any add-ons included

Pricing Information

  • Total amount paid
  • Payment method used
  • Payment status

Contact Information

  • Name on booking
  • Email address
  • Phone number (if provided)

Important Dates

  • Booking created date
  • Last updated date
  • Confirmation date
  • Activity start time

Booking Statuses​

Understanding your booking status helps you know what actions you can take.

Hold​

Your booking is temporarily reserved but payment hasn't been completed.

What it means:

  • Slot is reserved for you
  • Payment must be completed before expiration
  • Hold expires after set time (typically 15 minutes)

What you can do:

  • Complete payment to confirm
  • Cancel the hold
  • Cannot modify booking yet

Tentative​

Your booking is confirmed as Pay-on-Arrival — you will pay at the venue.

What it means:

  • Your slot is reserved
  • You will pay when you arrive
  • Confirmation details have been sent

What you can do:

  • View booking details
  • Cancel (subject to cancellation policy)
  • Contact support for changes

Confirmed​

Your booking is confirmed and online payment has been initiated.

What it means:

  • Booking is secured
  • Payment is being processed or has been completed
  • You're all set for your activity

What you can do:

  • View booking details
  • Cancel (subject to cancellation policy)
  • Reschedule (subject to reschedule policy)
  • Contact support for changes

Partially Paid​

Part of the payment has been received (e.g., a voucher was applied).

What it means:

  • Your booking is confirmed
  • A remaining balance is pending
  • You may need to pay the difference at the venue or online

What you can do:

  • View payment breakdown
  • Complete remaining payment
  • Contact support for questions

Full payment has been received.

What it means:

  • Booking is fully paid
  • No outstanding balance
  • Ready for your activity

What you can do:

  • View booking details
  • Cancel (subject to cancellation policy)
  • Reschedule (subject to reschedule policy)

Arrived​

You've arrived at the venue and checked in for your activity.

What it means:

  • You're present for your booking
  • Activity should be starting or in progress
  • Booking is active

What you can do:

  • Enjoy your activity!
  • Contact staff if you need assistance
  • Cannot cancel or reschedule at this point

Completed​

Your activity has finished successfully.

What it means:

  • You attended and completed the activity
  • All services were provided
  • Booking is finished

What you can do:

  • Leave a review (if available)
  • Book again
  • View booking history

Cancelled​

Your booking has been cancelled.

What it means:

  • Booking is no longer active
  • Refund may have been processed (see cancellation policy)
  • Slot has been released

What you can do:

  • View cancellation details
  • Check refund status (if applicable)
  • Create a new booking

No-Show​

You didn't arrive for your booking.

What it means:

  • You missed your scheduled time
  • May incur fees (see no-show policy)
  • Activity was not provided

What you can do:

  • Contact venue if you arrived late
  • May be able to reschedule (venue discretion)
  • Check if fees apply

Expired​

Your hold expired before payment was completed.

What it means:

  • The temporary reservation has ended
  • The slot has been released back to availability
  • You can try booking again

What you can do:

  • Create a new booking for the same or different slot
  • Contact support if you believe this was an error

Cancelling a Booking​

Before Cancelling​

Check Cancellation Policy:

  • Each activity has its own cancellation policy
  • Policies determine:
    • Whether cancellation is allowed
    • Time window for free cancellation
    • Cancellation fees
    • Refund eligibility

Common Policy Types:

  • Full Refund: Cancel within X hours/days, get full refund
  • Partial Refund: Cancel within X hours/days, minus fee
  • Credit Only: Receive credit instead of refund
  • No Refund: Too close to activity time, no refund

How to Cancel​

Self-Service Cancellation:

  1. Find your booking using reference number or email
  2. Open booking details
  3. Click "Cancel Booking" or "Cancel"
  4. Review cancellation policy and fees
  5. Enter cancellation reason (optional)
  6. Confirm cancellation
  7. Receive cancellation confirmation

Cancellation Confirmation Shows:

  • Cancellation date and time
  • Refund amount (if applicable)
  • Cancellation fees (if any)
  • Refund processing time
  • Cancellation reference

Important:

  • Cancellation policies are enforced automatically
  • Fees are calculated based on cancellation timing
  • Refunds processed according to policy rules
  • Some bookings may not be cancellable (too close to start time)

After Cancelling​

What Happens:

  1. Booking status changes to "Cancelled"
  2. Refund is calculated based on policy
  3. Payment provider processes refund (if applicable)
  4. You receive cancellation confirmation email

Refund Processing:

  • Refunds typically take 3-5 business days
  • Original payment method is refunded
  • Voucher balances are restored to voucher
  • Partial refunds show breakdown

If You Need Help:

  • Contact support with booking reference
  • Admin may be able to override policy in special circumstances
  • Emergency cancellations may be handled differently

Cancellation Fees​

Cancellation fees depend on:

Timing:

  • How far in advance you cancel
  • Closer to activity time = higher fees
  • Many policies have sliding fee scales

Policy Rules:

  • Fixed fee (e.g., €10 cancellation fee)
  • Percentage fee (e.g., 20% of booking amount)
  • Minimum notice requirement (e.g., 24 hours)

Example Fee Calculation:

Booking Total: €100
Cancellation Policy: 50% fee if cancelled within 24 hours
Cancellation Fee: €50
Refund Amount: €50

Rescheduling a Booking​

Before Rescheduling​

Check Reschedule Policy:

  • Each activity has reschedule rules
  • Policies determine:
    • Whether rescheduling is allowed
    • Time window for rescheduling
    • Reschedule fees
    • How many times you can reschedule

Common Policy Types:

  • Free Reschedule: Reschedule within X hours/days, no fee
  • Reschedule Fee: Small fee to change times
  • Limited Reschedules: Maximum number of times you can reschedule
  • No Reschedule: Too close to activity time, cannot reschedule

How to Reschedule​

Self-Service Rescheduling:

  1. Find your booking
  2. Open booking details
  3. Click "Reschedule" or "Change Time"
  4. View reschedule policy and any fees
  5. Search for available alternative slots
  6. Select new date and time
  7. Review new pricing (if changed)
  8. Confirm reschedule
  9. Receive updated booking confirmation

What to Check:

  • New slot availability
  • Price differences (new time may cost more/less)
  • Any reschedule fees
  • How many reschedules you have left

Reschedule Process​

Step 1: Find Alternative Slots

  • System shows available slots for the same product
  • Filter by date range
  • Check capacity for your party size

Step 2: Select New Time

  • Choose from available slots
  • Confirm new date and time
  • System validates new slot availability

Step 3: Review Changes

  • Compare old vs new time
  • See any price adjustments
  • Review reschedule fees

Step 4: Confirm

  • Accept new booking details
  • Any additional payment is processed
  • Receive updated confirmation

Price Adjustments​

Rescheduling may change pricing if:

  • New time slot has different pricing
  • Pricing rules change between dates
  • Promotions no longer applicable

Price Increases:

  • You pay the difference
  • Original payment method charged

Price Decreases:

  • You receive credit/refund for difference
  • Refunded to original payment method

Price Protection:

  • Original promotions may not apply to new time
  • New promotions may be available
  • System calculates new total automatically

Reschedule Limitations​

Maximum Reschedules:

  • Some products limit number of reschedules
  • System tracks your reschedule count
  • Example: "Maximum 2 reschedules per booking"

Time Restrictions:

  • Must reschedule before minimum notice period
  • Cannot reschedule after cutoff time
  • Example: "Reschedule at least 2 hours before start time"

Availability:

  • Alternative slots must be available
  • Party size must fit new slot capacity
  • Product must still be offered at new time

Special Situations​

Late Arrivals​

If You're Running Late:

  1. Contact the venue as soon as possible
  2. Explain your situation
  3. Arrive as soon as you can
  4. Venue may accommodate if possible

Late Arrival Policies:

  • Some activities cannot start late
  • You may miss part of the activity
  • No refunds for partial attendance
  • Contact venue for options

No-Show Corrections​

If You Were Marked No-Show but Arrived:

  1. Contact the venue immediately
  2. Provide proof of arrival (if available)
  3. Venue staff can correct the status
  4. Fees may still apply if too late

No-Show Fees:

  • Policies vary by product
  • May charge percentage of booking
  • May charge fixed fee
  • Check product policy for details

Payment Issues​

If Payment Didn't Process:

  1. Check your payment method
  2. Verify sufficient funds
  3. Try confirming booking again
  4. Contact support if issues persist

Payment on Arrival:

  • Must pay when you arrive
  • Bring payment method
  • Booking may be cancelled if payment not received

Change Requests​

For Other Changes:

  • Changing party size
  • Adding/removing participants
  • Modifying add-ons
  • Updating contact information

How to Request:

  1. Contact support with booking reference
  2. Explain change needed
  3. Staff will check if change is possible
  4. May require cancellation and rebooking
  5. Fees may apply for changes

Booking Modifications Checklist​

Before modifying a booking, check:

  • Current booking status
  • Applicable policies (cancellation/reschedule)
  • Time window for modifications
  • Any fees involved
  • Refund processing time (if cancelling)
  • Alternative availability (if rescheduling)
  • Impact on pricing

Common Questions​

How do I access my booking without an account?​

Click the "Manage Booking" link in your confirmation email. This link contains a secure token that gives you direct access to your booking details without needing to log in. The link is valid for 30 days.

I didn't receive my confirmation email. How can I access my booking?​

Check your spam/junk folder first. If you still can't find it, contact support with your booking details (name, email, booking date) and they can resend the confirmation email with a new access link.

Can I cancel and get a full refund?​

This depends on your cancellation policy and timing. Check the policy shown when you view your booking.

How long do I have to cancel?​

Each product has its own policy. Common windows are 24-48 hours before the activity.

Can I reschedule multiple times?​

Some products allow multiple reschedules, others limit it. Check the reschedule policy for your booking.

What if I miss my booking time?​

Contact the venue immediately. They may accommodate late arrivals, but you may miss part of the activity.

How do I know if my cancellation was processed?​

You'll receive a cancellation confirmation email. Check your booking status - it should show "Cancelled".

When will I get my refund?​

Refunds typically take 3-5 business days to process and appear in your account.

Can I change the number of participants?​

This depends on availability and capacity. Contact support with your booking reference to check.

What if the venue cancels my booking?​

If the venue cancels, you'll receive a full refund automatically and a cancellation notice.

Getting Help​

Contact Information​

For Booking Issues:

  • Use booking reference number when contacting
  • Provide email address used for booking
  • Include details about the issue

Support Channels:

  • Email support (check confirmation email for address)
  • Phone support (if available)
  • Online support chat (if available)
  • Venue direct contact

Information to Have Ready​

When contacting support:

  • Booking reference number
  • Email address used
  • Date and time of booking
  • Description of issue
  • What you've already tried

Next Steps​