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Managing your bookings

After you book, you can view your booking, change it, cancel it, and message the venue. How much you can do depends on whether you have an account.

There are two ways to open a booking:

  • With an account. Sign in with your email address and password. Forgot password? on the sign-in page lets you reset it. You can create an account during checkout, or from the sign-in page with Create one.
  • As a guest. Every confirmation email has a link to your booking. It works without signing in for 30 days.

As a guest you see the banner You're viewing this booking as a guest. You can view the booking, show the QR code, add it to your calendar, send messages, and edit, reschedule or cancel it under Manage Booking, with the same rules as signed-in customers. A Reschedule your booking link in an email opens the reschedule page directly. Share copies a plain link without your access, so sharing it doesn't let anyone else change the booking. If the email link has expired, sign in with the same email address or contact the venue.

My Bookings​

My Bookings lists all your bookings, sorted into the tabs Upcoming, Past, Cancelled and All.

  • Search by booking ID, product or location.
  • Sort by date or price.
  • Open Filters to narrow by Date Range, Product or Location.

Each booking card has View Details. Upcoming confirmed bookings also have Reschedule and a cancel button.

My Bookings page with the Upcoming tab showing three booking cards with View Details, Reschedule and Cancel buttons

Booking details​

Open a booking to see:

  • the date, time, location and Party Size
  • Pricing Details, including any discount or gift card used
  • the Check-in QR Code and Booking Reference to show at check-in
  • Add to Calendar (Google Calendar or Download .ics File)
  • Print & Share
  • participants and Waivers. If a waiver is still Not Signed, click Sign Waiver. A guardian can sign for a minor.
  • Messages (see below)

The Manage Booking section has Receipt, Share, Edit Booking, Reschedule and Cancel Booking. Buttons only work when the venue's rules allow the change.

Booking detail page with the date, party size, pricing, contact details, the check-in QR code and Add to Calendar options

The same booking detail page on a phone

Messaging the venue​

The Messages section on a booking lets you write to the venue about that booking, for example about allergies or arrival time. Type in Write a message... and click Send.

Your messages are marked You and replies are marked Staff. When the venue replies, you also get an email with a link back to the booking. Messaging works for guests too, through the email link.

Editing a booking​

Edit Booking opens a page with these sections:

  • Reschedule: move to another date or time (see below)
  • Participants: add or correct participant details
  • Add-ons: change your add-ons. Standard add-ons can only be changed before payment.
  • Party Size: change the number of people. The new total and the price difference are shown before you click Update Party Size.

When a booking can't be changed any more, you'll see This booking can no longer be edited.

Rescheduling​

  1. Click Reschedule on the booking.
  2. The page shows your Current Booking. Pick a new date under Select New Date and a time under Available Times.
  3. Check the price change. It shows Same price, or how much more or less the new time costs, and any reschedule fee.
  4. Click Confirm Reschedule.

Each venue sets its own reschedule rules: how close to the start you can still reschedule, how many times, and whether there's a fee. If you're too late, you'll see Reschedule Not Available with the reason. Past bookings can't be rescheduled.

Cancelling​

  1. Click Cancel Booking on the booking.
  2. The dialog shows how long is left until your booking, and a Refund Summary with the Original Amount, any Cancellation Fee and the Refund Amount.
  3. If you like, pick a reason under Reason for cancellation (optional).
  4. Click Confirm Cancellation, or Keep Booking to back out.

The venue's cancellation policy decides the fee and how late you can cancel. You can see the policy on the experience page under Policies. If it's too late to cancel online, you'll see Cancellation Not Available. Contact the venue in that case.

Refunds go back to the way you paid: the card or bank payment, or your gift card or voucher for the part paid with one. How long a card refund takes to appear depends on your bank. See Payments.

note

Cancelling from the card on the My Bookings list asks for a simple confirmation and doesn't show the refund summary. Open the booking first if you want to see the refund before you cancel.

Waitlist​

When a course is full, the course page lets you join its waitlist instead of enrolling. You'll see You're on the waitlist!.

If a place opens up, the venue offers it to people on the waitlist in order, and you get an email. Accepting the offer holds the place and takes you to checkout.

Offers expire after one hour

A waitlist offer is held for you for one hour. If you don't accept it in time, it goes to the next person in line. Some screens say you typically have 24 hours. The one-hour limit is what actually applies.

My Waitlist (you need to be signed in) is meant to list your entries with their status and position, and let you Leave Waitlist.

Known issue

My Waitlist currently shows Failed to fetch waitlist entries for signed-in customers. Use the link in the waitlist email to accept an offer, or contact the venue to leave a waitlist.

Account settings​

Account Settings (from the bottom of My Bookings) lets you:

  • update your name and phone number
  • Change Email Address. A verification code is sent to the new address.
  • Change Password
  • manage Saved Payment Methods for faster card payments
  • set your notification preferences
  • Delete Account. This needs your password and anonymises your data.

Account Settings page with profile information, email address and password sections

Check-in​

At the venue, show the QR code from the confirmation page or your booking details. Staff scan it to check you in. If you scan the QR code with your own phone, it opens a Check-in page that shows the same code and your booking reference.

Reviews​

After your visit, the venue may email you a link to review it. The review page, Share Your Experience, asks for a star rating and an optional title and text. Click Submit Review. Reviews are published after the venue has checked them. See Reviews for the venue's side.