Rescheduling a booking
Moving a guest's booking to a new date or time is handled by our team, not from Hub. Send the Booking IDs with the new slots and our Customer Booking team actions it and confirms with the guest.
A few words you'll see
- Booking ID — the Headout reference for a single booking. You'll find it on the Bookings dashboard.
- Time slot — the start time the guest is booked onto, in 24-hour format.
Before you start
- Have the Booking IDs ready. Look them up on the Bookings dashboard and search by guest name if that's all you have.
- Know the new date and time slot for each booking.
- Check the new slot is open and has availability — see Managing availability and inventory.
- For several bookings, write one per line, or put them in a CSV and attach it.
Step 1 — Open the request form
- Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
- Click Submit a request.
- Choose Customer booking related.
- Under “Select the specific issue you need help with”, pick Reschedule a customer booking.
Step 2 — Enter the bookings and their new slots
You'll be asked for:
- Single Booking or Multiple Bookings? — required.
- Please enter the Booking ID(s) along with new date and time slots — required.
Use the format the form asks for, one booking per line:
Booking ID - New Date (YYYY-MM-DD) - New Time Slot (HH:MM)
Tip: Check the new slot is actually open before you send the request. If it's closed or sold out, our team has to come back to you and the guest waits longer.
Step 3 — Add a subject and description, then submit
Give the request a clear Subject naming the experience and the date. Use Description for anything else our team should know — whether the guest asked for the change or you did, and whether they've already been told. You can attach a CSV, PDF or image at the bottom.
Click Submit. Our team is notified and will get back to you, and you can track the request in the Help Centre.
Frequently asked questions
Can I reschedule a booking myself on Hub?
No. Reschedules are actioned by our team so the guest is contacted and the new slot is confirmed properly. The Bookings dashboard is for viewing and exporting.
What format do the dates need to be in?
Exactly as the form asks: Booking ID - New Date (YYYY-MM-DD) - New Time Slot (HH:MM). So 2026-09-14 - 14:30, not 14 Sept, 2.30pm. Sticking to the format means the request can be actioned without coming back to you.
Can I reschedule several bookings at once?
Yes. Choose Multiple Bookings and list each one on its own line, or attach a CSV. If they're all moving to the same new slot, say so in the Description as well.
The new slot is closed or sold out.
Open it first, or pick a slot that has availability. Our team can't move a booking onto a slot that isn't bookable.
The guest wants to cancel, or wants a different experience.
Raise that as a cancellation instead — see Cancelling or refunding a booking.
The guest never turned up, so I want to move them to another day.
Report the no-show first so it's on record — see Reporting a customer no-show. If you're happy to offer them a new slot as well, say so in the Description of this request.
How long does it take?
Our team picks it up and comes back to you. If the booking is for today or tomorrow, say so clearly in the Subject so it's obvious at a glance.