How can we help you?
Getting started
- Adding a new experience
- Adding an option to your experience
- Adding a schedule to a new listing
- Fixing a failed experience import
- Ticket and voucher types
- Using the reviews dashboard
Managing your experiences
- Updating your listing content and media
- Updating your redemption method and meeting points
- Update content and media of your products
- Reactivating your experience
Schedules, inventory, pricing
- Managing your schedules
- Managing availability and inventory
- Managing your prices
- Editing an existing schedule
- Adding a schedule to an existing listing
- Creating and managing offers
API and connectivity
- Reporting an API error
- Changing your API platform
- Updating an API code for an existing experience
- Automated connectivity options
- Manual connectivity options
Recommended for you
Adding a new experience
Managing your schedules
Managing availability and inventory
Managing your prices
Understanding your payouts and payment cycle
Listing a new experience on Hub takes two parts: first you describe the experience itself, then you add at least one option with its pricing and availability. This article covers the first part — everything up to your photos. You can stop and resume at any point, so you don't need to finish it in one sitting.
A few words you'll see
- Experience — the product you sell, like a guided tour or an attraction ticket.
- Option — a variant of that experience, such as a different language or an included lunch. Pricing and availability are set per option, and every experience needs at least one.
- Guest type — a category of guest you sell to, like Adult, Child or Senior.
- Draft — a listing you've started but not yet submitted. It stays in your Draft tab until you submit it.
- Under curation — the status once you submit. Our team is preparing your listing to go live.
Note: The form is split into three stages — Get started, Guest guidelines and Media gallery. You can move between stages using the sidebar, and each step shows whether it's complete or still needs attention.
Important: What New experience opens depends on your setup. If you don't have a booking platform connected to Headout, it opens the form covered in this article. If you are connected to one, it opens your imported catalogue or asks for a product code instead — in that case see Adding experiences from your booking platform, which is faster because we pre-fill the details for you.
Before you start
- Have your experience name ready — it needs to be between 10 and 120 characters.
- Know the city the experience runs in, and have a link to it on your own website or another travel site.
- Gather at least 5 photos. Each needs to be at least 1200×800 pixels and between 350 KB and 5 MB.
- Know your voucher setup — what guests need to carry, and how early they should arrive.
Step 1 — Start a new experience
Go to Experiences in the left-hand menu and click New experience. This opens the New experience setup form.
Step 2 — Get started
This stage has four steps.
Basic details
- Name — what guests will see. Between 10 and 120 characters.
- Product reference code — your own internal code for this experience, so you can recognise it later.
- City — where the experience takes place.
- Website link — a link to this experience on your site or another travel site, so our team can see what you offer.
Category
Choose the category that fits your experience — for example Tickets, Tours or Transportation — then pick a subcategory. Each category has its own subcategories, so choose the pair that describes your experience most closely.
Description
Write what the experience includes and what makes it worth booking, then add a few highlights — short lines that capture the best parts. This is the copy guests read when deciding, so be specific about what they'll actually see and do.
Itinerary
Lay out what happens and in what order. For a walking tour, that's the stops; for an attraction, it's what guests can access.
Step 3 — Guest guidelines
This stage tells guests what to bring and what to expect on the day. It has two steps.
Instructions
- Type of voucher — whether guests can show a Mobile voucher or need a Printed one.
- Voucher format — how we deliver it: PDF, Web page, Text, Barcode or QR code.
- Time to report — how far ahead of the start time guests should arrive.
- Dress code — anything guests must or must not wear.
- What is allowed — what guests may bring, such as outside food and drinks, photography, photography without flash or tripods, or baggage.
Accessibility
Select what applies at your venue — wheelchair accessible, pram or stroller accessible, buggy available on prior request, pets allowed, or guide dogs allowed. Guests with access needs rely on this, so only select what you can genuinely offer.
Step 4 — Media gallery
Add your Photos & videos. You need at least 5 photos, and you can add up to 25 files.
- Photos — at least 1200×800 pixels, and between 350 KB and 5 MB each.
- Videos — at least 720p.
Show variety: different angles, details, and people enjoying the experience. Avoid heavy filters, watermarks and overlaid text. You don't need to worry about the order — we arrange them for you.
Tip: Click Preview listing at any point to see how your experience will look to guests on Headout.
Step 5 — Save your progress or carry on
Click Save & Exit whenever you want to stop. Your listing is kept in the Draft tab on the Experiences page, and you can pick up where you left off.
When you're ready to continue, add an option — that's where pricing, guest types and availability live. See Adding an option to your experience. Your experience can't be submitted until it has at least one option.
Frequently asked questions
Do I have to complete this in one go?
No. Click Save & Exit at any point and your progress is saved as a draft. Find it under the Draft tab on the Experiences page.
Why can't I move to the next step?
A step needs its required fields filled before you can continue. The sidebar marks any step that still has an error or missing information, so check there first. On the photos step, Next stays disabled until you've added at least 5 photos.
My photo was rejected — why?
Photos must be at least 1200×800 pixels and at least 350 KB, and no larger than 5 MB. Videos must be at least 720p. If a file falls outside that, you'll see a message explaining which limit it missed.
Can I list the same experience with different inclusions or languages?
Yes — that's what options are for. Create the experience once, then add an option for each variant. You can duplicate an existing option rather than building each one from scratch.
Can I edit the experience after it's live?
Marketing content on a live listing — the name, description, itinerary, photos — is updated by our team rather than directly by you. Raise a ticket with the changes you want and we'll action them. Pricing, availability and schedules stay in your control on Hub.
Who sets the category and subcategory if I'm not sure?
Pick the closest match. Our team reviews this during curation and will adjust it if a different pairing helps guests find your experience.
Can't add your experience on Hub? If a step won't accept your details or something isn't working, raise a ticket and our team will help you get it listed.
The Schedules dashboard is where all your schedules live. This article explains what you're looking at — the columns, the statuses, and what each action does. For step-by-step guides to adding and editing schedules, see the links at the end.
A few words you'll see
- Schedule — the dates, days, time slots, pricing and inventory for an option over a date range.
- Option — the variant of an experience a schedule belongs to. Each schedule covers one option.
- Event — a special schedule for a promotion or limited run.
- Closure — dates you're closed, such as a holiday or a maintenance day.
- Price sync — whether this schedule's prices are kept up to date automatically.
Not available on every account. Managing schedules on Hub depends on your setup. If you don't see Schedules in the left-hand menu, your experiences are managed a different way — for example through an API or channel-manager connection. Raise a ticket with the changes you need and our team will action them.
Finding your way around
Click Schedules in the left-hand menu. Your experiences appear as cards, each holding a table of that experience's schedules and closures.
Every card header has three buttons for adding something new:
- Schedule — a standard, ongoing schedule.
- Event — a special schedule for a promotion or limited run.
- Closure — dates when nothing should be bookable.
To narrow the list, search by schedule name, or filter by Schedule type and Status. Applied filters show as tags you can clear one at a time, or all together with Remove filters.
What the columns mean
- Schedule name — the name you gave it. Only you see it.
- Option — which variant of the experience it applies to.
- Type — Normal for a standard schedule, Special for an event, or Closure.
- Date range — the period it covers.
- Price sync status — Active if prices update automatically, Inactive if you set them yourself.
- Status — where the schedule has got to. See below.
- Actions — what you can do to that row.
Statuses
- Active — live and bookable.
- Inactive — deactivated and not bookable. Use Activate to bring it back.
- Under review — submitted and waiting for our approval.
- Draft — started but never submitted.
- Expiring soon — the end date is approaching. Use Extend to push it out.
- Expired — the end date has passed, so it's no longer selling.
- Rejected — not approved. Open it, fix what was flagged, and submit again.
- Missing information — the schedule was deactivated after a change to the experience's timings or duration, or by an inventory sync. You can't edit these yourself — raise a ticket and our team will restore it.
A schedule with an unsubmitted change shows an extra row beneath it reading “Draft pending · not yet active”. That's your saved edit waiting to be submitted — the row above it is still the live schedule.
Note: While a change is under review, the schedule keeps selling with its current, already-approved settings. Guests aren't affected until the update is approved.
What the actions do
- View details — a read-only summary. Not shown for drafts.
- Edit — open the schedule to change it.
- Duplicate — copy it as the basis for a new one. The quickest way to build next season.
- Deactivate — stop it selling without losing it. Becomes Activate once deactivated.
- Extend — push the end date out. Appears on expiring and expired schedules.
- Delete — remove it permanently.
The menu only offers what makes sense for that row, so you won't see every action on every schedule. Delete appears only when the option has more than one schedule, because each option must keep at least one. Closures can be deleted but not edited — delete the one you have and add a new one.
Changing several at once
Tick the checkbox on several rows to act on them together — Deactivate, Extend schedule or Delete. Options grey out where they don't apply: you can only deactivate schedules that are active, only extend ones that are expiring, and you can't delete every schedule belonging to an option.
Frequently asked questions
I don't see Schedules in my menu — why?
Your experiences may be managed outside Hub, for example through an API or channel-manager connection. Raise a ticket with the changes you need and our team will make them.
Do my changes go live immediately?
No. New schedules and edits go through a quick review, shown as Under review, then become Active once approved.
What's the difference between a schedule and an event?
A schedule is your regular, ongoing availability. An event is a special schedule for a promotion or limited run — it shows as Special in the Type column.
How do I stop selling without losing a schedule?
Use Deactivate, and Activate when you want it back. Everything is kept, so nothing needs rebuilding.
What does Price sync status tell me?
Whether this schedule's prices are maintained automatically. Inactive means you set them yourself.
Why can't I change the duration or entry type?
They're set on the option and shared by every schedule under it, so they're locked in the schedule form. If one is genuinely wrong, raise a ticket and we'll help.
A schedule says Missing information.
It was deactivated after a change to the experience or an inventory sync. Hovering the warning icon on the row explains which. You can't edit these yourself — raise a ticket with the experience and schedule name.
Need a hand? If you can't see the Schedules option or something isn't working, raise a ticket with the experience name and what you'd like changed — our team will action it and confirm once it's done.
Step-by-step guides
- Adding a schedule to a new listing — setting up the first schedule while creating an experience.
- Adding a schedule to an existing listing — adding another schedule or event to a live experience.
- Editing an existing schedule — changing dates, times, pricing or inventory.
You can manage your inventory directly on Hub, in real time. Open, close or remove slots from sale, set how many spots you have, and do it for a single slot or a whole date range in one go — changes reflect on the Headout website straight away, so you're never overselling or sitting on empty availability.
A few words you'll see
- Option — the specific variant of your experience you're managing.
- Slot — a specific date + time guests can book.
- Date range — a start and end date, used when you want to update many dates at once.
- Availability — whether a slot is Open (bookable) or Closed (not bookable).
- Quantity — how many spots you have for a slot. You set this in Step 4.
Connected via API? If your inventory is synced from an API / channel-manager connection, make changes in your API platform — they sync to Headout automatically. If your inventory isn't API-synced, manage it here on Hub.
Before you start
- Know the experience and option you're updating, and the dates / slots affected.
- Decide whether each slot should be Open or Closed, and if open, how many spots (Limited or Unlimited).
Step 1 — Open Availability & pricing
In the left-hand menu, click Availability & pricing.
Step 2 — Select the experience and option
Choose the experience from Select an experience, then the Select an option it belongs to, and click Search. To update a stretch of dates, set the date range too.
Step 3 — Open the Inventory tab and pick what to change
At the top of the table, make sure you're on the Inventory tab (not Pricing). Each row is a date and time slot. Select what you want to change:
- One slot — tick the checkbox next to that date/slot.
- A few slots — tick each one you want.
- A whole date range (bulk) — tick the checkbox in the table header (next to Date) to select every date and slot in your range at once.
Step 4 — Set availability and quantity
For the selected slots, set what you need for each guest type:
- Open / Closed — whether guests can book the slot. Close a slot to stop sales for that time.
- Limited — set a fixed number of spots — enter the quantity available.
- Unlimited — no cap on spots — shown as ∞ .
If you selected multiple slots, your change applies to all of them. When you're done, click Next: review changes.
Step 5 — Review and confirm
On Review inventory changes, check the before/after for each slot. Use Discard if you need to start over. When you're happy, click Confirm & save.
You'll see “All the changes have been saved successfully.” — your inventory is now updated on Headout.
Good to know: inventory changes go live immediately, whether you update one slot or a whole range. Closing a slot removes it from sale — guests can no longer book it — and you can reopen it any time.
Stopping sales
Closing slots here is how you stop sales for a few slots or a single day — set them to Closed as above, and reopen them when you're ready. For anything longer, use one of these instead:
- A run of dates — add a closure. Go to Schedules, click Closure, give it a name (only you see it) and the dates when bookings should be unavailable, then Save closure. You can add closures yourself and delete them, but changing a saved one needs a ticket.
- A whole schedule, indefinitely — open the schedule's Actions menu on the Schedules page and choose Deactivate. Choose Activate to bring it back later.
- The experience entirely — this isn't self-serve. Raise a ticket telling us which experience and option, and from when.
Important: None of these cancel bookings guests have already made — they only stop new ones. If existing guests are affected, raise a request under Customer Booking Related so our team can contact them.
Frequently asked questions
Can I update capacity for many dates at once?
Yes. Set a date range in Step 2, then tick the header checkbox on the Inventory tab to select every slot in the range and update them together.
Can I update only some days in the range?
Yes — instead of the header checkbox, tick the checkbox next to just the dates you want; only those are updated.
Do inventory changes reflect immediately?
Yes. As soon as you click Confirm & save, the update is live on Headout.
How do I close or remove a slot from sale?
Set the slot to Closed on the Inventory tab, then Next: review changes → Confirm & save. It's removed from sale on Headout immediately, and you can reopen it any time by setting it back to Open.
What does Unlimited (∞) mean?
There's no cap on how many guests can book that slot. Use Limited with a quantity when you have a fixed capacity.
I can't edit inventory — why?
Usually because your inventory is synced from an API/channel-manager connection (update it in your API platform instead), or the option isn't managed on Hub. If neither applies, raise a ticket and we'll help.
You can update your prices directly on Hub, any time. Reprice a single time slot, or change a whole date range in one go — either way the new price goes live on the Headout website straight away, with no waiting for approval. The price you set is what guests pay when they book.
A few words you'll see
- Experience — the product you sell (e.g. “Skip-the-line Colosseum tour”).
- Option — a specific variant of that experience. Pricing is set per option.
- Slot — a specific date + time guests can book.
- Date range — a start and end date, used when you want to reprice many dates at once.
- Retail Price — your standard list price, before any discount.
- Discount % — a percentage you knock off the retail price.
- Listing Price — what the guest actually pays. You can type it directly, or let Hub calculate it from your retail price and discount.
- Commission % — the percentage Headout keeps per booking. Shown for reference and not editable here.
Connected via API? If your experience is fulfilled through an API / channel-manager connection, make price changes in your API platform — they sync to Headout automatically, so you won't edit them here.
Before you start
- Know which experience and option you're repricing, and the dates / slots it should apply to.
- Have the new retail price (and any discount) ready for each guest type.
Step 1 — Open Availability & pricing
In the left-hand menu, click Availability & pricing.
Step 2 — Select the experience and option
Choose the experience from Select an experience, then the Select an option it belongs to, and click Search. If you want to reprice a stretch of dates, set the date range too. Until you pick an experience and option, you'll see the prompt “Select experience and option to manage availability and pricing.”
Why both? Prices are set per option, so Hub needs to know exactly which one you're changing.
Step 3 — Open the Pricing tab and pick what to reprice
At the top of the table, switch from Inventory to the Pricing tab. Each row is a date and time slot. Select what you want to change:
- One slot — tick the checkbox next to that date/slot.
- A few slots — tick each one you want; the same new price applies to all of them.
- A whole date range (bulk) — tick the checkbox in the table header (next to Date) to select every date and slot in your range at once.
Step 4 — Enter the new price
For each guest type (for example Adult and Child), you can update the price in either of two ways — whichever is easier for you:
- Enter a Discount % — the percentage off your retail price. The Listing Price updates to match. Leave it at 0 for no discount.
- Enter the Listing Price — type the exact price you want guests to pay, and the Discount % adjusts to match.
The Retail Price column stays as your list price, and Commission % is read-only.
If you selected multiple slots, you'll see a note confirming the new price applies to all selected slots. When it looks right, click Next: review changes.
Step 5 — Review and confirm
On Review pricing changes, check the old-vs-new price for each slot. If something's not right, use Discard or go back and edit. When you're happy, click Confirm & save.
You'll see “All the changes have been saved successfully.” — your new prices are now live on Headout.
Good to know: price changes here go live immediately — there's no review step, whether you change one slot or a whole range. For a recurring seasonal pattern (e.g. peak vs off-peak), see How to update seasonal rate card.
Frequently asked questions
Can I change the price for many dates at once?
Yes. Set a date range in Step 2, then tick the header checkbox on the Pricing tab to select every slot in the range and reprice them together.
Can I reprice only some days in the range?
Yes — instead of the header checkbox, tick the checkbox next to just the dates you want; only those are updated.
Can I just set the final price the guest pays?
Yes — type it into the Listing Price field and the discount adjusts to match. Or set a Discount % instead and let the Listing Price calculate. Use whichever is easier.
Will guests see the new price straight away?
Yes. Once you click Confirm & save, the new listing price is live on Headout immediately.
Does a price change here need Headout's approval?
No. Prices updated from Availability & pricing apply right away — there's no review step. (Pricing set inside a schedule is different — that goes through a quick review.)
What's the difference between Retail Price, Listing Price and Commission?
Retail Price is your list price. Listing Price is what the guest pays after your discount. Commission % is Headout's cut, shown for reference — you don't set it here.
The price fields are greyed out or I can't edit them — why?
Usually because the experience is fulfilled via an API/channel-manager connection (edit prices in your API platform instead), or the option isn't managed on Hub. The Commission % column is always read-only. If none of this applies, raise a ticket and we'll help.
Can't update prices on Hub? If the option isn't available to you or something isn't working, raise a ticket and our team will action it and get back to you.
Headout pays you monthly, against a report we send at the start of each month. This article explains when the report arrives, when the money lands, how to change how often you're paid, and where to look when something doesn't match.
A few words you'll see
- Headout Standard Reporting — our standard payout basis, and the one most partners are on.
- Self Report (SR) — the monthly statement of your bookings that we send you.
- Settlement currency — the currency your payout is made in.
- Payout frequency — how often you're paid.
How the monthly cycle works
- On the first working day of each month, we send your report covering the bookings made in the previous month. Bookings made in November are reported on 1 December.
- Payment is released on the same day.
- The money should reach your account within 3 working days.
Note: The report covers bookings by the month they were made, not the month the guest travels. A booking made in November for a March visit appears in your November report.
Changing how often you're paid
Monthly is the standard. You can ask to be paid more often, which carries a charge on the final payable amount:
- Monthly (Standard) — no charge by Headout.
- Bi-weekly — 1.75% charge by Headout on the final payable amount.
- Weekly — 2.25% charge by Headout on the final payable amount.
To change it, click Help, then Submit a request, choose Finance, and select Update Payment Frequency. You'll be asked which frequency you want.
You can see your current frequency in Hub under Settings → Finance, in the Payouts section.
Where to check your details
Go to Settings → Finance. There you'll find your finance contacts, your bank account details, your settlement currency and your payout frequency.
Some of it you can edit yourself and some needs our team — see Managing your payout and bank details.
Frequently asked questions
When exactly do I get paid?
Payment is released on the first working day of the month, for the previous month's bookings, and should land within 3 working days.
It's been more than 3 working days.
Raise it with us — see Reporting a missing payment.
The report doesn't match my records.
Raise a discrepancy and our finance team will check it. If you're owed more, the correction is applied in the next billing cycle rather than as a separate payment — see Reporting a payment discrepancy.
Can I be paid in a different currency?
Your settlement currency is in Settings → Finance → Payouts. Check with your bank that the account accepts that currency before changing it.
What's the difference between retail price and what I'm paid?
Guests pay the retail price. You're paid the net amount after our commission. Both appear on the Bookings dashboard, per booking.
Still not clear? Raise a request under Finance and choose General Query,
Still need help?
Can't find what you're looking for? Our support team is here to assist you.
Submit a request