Updating your redemption method and meeting points

You can update how guests start your experience — and where they need to go — directly on Hub. Set whether guests meet a host, collect tickets at a counter, or walk straight in, add the exact locations with photos and directions, and preview the voucher your guests will receive before anything goes live.

A few words you'll see

• Redemption — how a guest turns their Headout booking into entry on the day.
• Location — an address guests need: a meeting point, an exchange counter, or the venue entrance.
• Host — whoever greets guests on the ground, such as your guide or a staff member.
• Voucher — the confirmation a guest receives after booking. It carries the instructions you set here.
• Reporting time — how early guests should arrive before the start time.

Not available on every account. This isn't switched on for everyone yet. If you don't see Manage experience details in the menu, raise a ticket with the changes you need and our team will make them for you.

Before you start

• Know how guests currently start — do they meet someone, collect a ticket, or go straight in?
• Have the full address of each location, including postal code, plus a Google Maps link if you have one.
• Have up to 2 photos per location showing the entrance, signage or the exact spot.
• Have a phone number guests can call for urgent help on the day.

Step 1 — Open Manage experience details

Go to Experiences, find the experience and the option you want to change, open its manage menu, and choose Manage experience details.

The form has three steps — Location details, Guest requirements and Preview voucher — and you move through them with Save & next.

Step 2 — Set how guests begin

Under “Where do guests begin their experience?”, pick the one that matches:

• Meet a host — guests meet a host at a given location or meeting point.
• Exchange Headout voucher at counter — guests collect physical tickets at the counter.
• Go directly to venue — guests show their digital ticket at entry.

If you choose Exchange Headout voucher at counter, you'll then be asked “Where is the exchange counter located?” — either Venue location (the same address as the main venue) or Different location (a separate address or spot, like a gate or kiosk).

Note: Guided tours are set up slightly differently — instead of a redemption method you'll go straight to adding your locations.

Step 3 — Add your locations

Search for the location, then check the address details:

• Address line 1 and Address line 2.
• Postal / ZIP code, City and Country.
• Landmark — something nearby that makes it easier to find.
• Google Maps link — so guests can navigate straight there.

Add instructions telling guests how to find the spot or recognise your host — where to stand, what the guide is wearing or holding, which door to use. Then add photos showing landmarks, signage or the exact spot. You can add up to 2 photos per location, and they make a real difference to guests arriving in an unfamiliar city.

You'll be asked “Do you want to add another location?” Choose Add location to add more, or answer no to move on.

If you have more than one location

Tell us how guests should treat them under “Select how guests need to visit the locations”:

• Guests visit only one of these locations — they pick whichever suits them.
• Guests visit all locations in any order — for flexible routes where order doesn't matter.
• Guests visit all locations in a specific order — for guided routes where it does.

Step 4 — Guest requirements

This step covers what guests need to do and bring:

• Reporting time — how early guests should arrive, in hours and minutes. Add a buffer so nobody misses the start.
• Emergency contact — a number guests can call for urgent help. It's only shared with guests after they book.
• Photo ID — whether guests need to carry a valid government photo ID.
• On-time arrival — whether arriving on time is required.
• Anything else guests should know — essential tips or instructions not covered above.

Tip: Keep the last box short and practical. It's for things guests genuinely need before arriving, not a second description of the experience.

Step 5 — Preview the voucher and submit

Click Continue to preview to see the voucher exactly as your guest receives it, with everything you've just set. You can switch languages to check how it reads for guests booking in other markets.

When it looks right, click Submit. You'll be asked to confirm, because “Once you save and submit, these changes will apply to all future bookings.”

Depending on what you changed, you'll then see either:

• “Your changes are saved successfully” — they're already live for guests.
• “Your changes are under review” — our team is checking them, and they go live once that's done. The experience shows Under review until then, and Approved afterwards.

Frequently asked questions

I can't see Manage experience details — why?
It isn't switched on for every account yet. Raise a ticket with the changes you need and our team will make them for you.

Do my changes affect bookings guests have already made?
No. Changes apply to all future bookings. Guests who already booked keep the voucher they were issued, so if something is changing at short notice, raise a ticket so we can help contact anyone already booked.

Why are some changes reviewed and others instant?
Anything guests read on their voucher — additional information in particular — is checked by our team before going live, so nothing confusing reaches a guest mid-trip. You'll see Under review while that's happening.

How long does the review take?
Usually quick. The experience shows Under review and changes to Approved once done. If it's still under review after a few days, raise a ticket.

Do I have to add photos?
For some setups yes, and for others they're optional — but add them either way. A photo of the entrance or the meeting spot is the single most effective way to stop guests getting lost.

Can I change the meeting point for just one date?
No. What you set here applies to every future booking for that option. For a one-off change, raise a ticket.

What's the difference between the meeting point and the exchange counter?
The meeting point is where guests meet your host. The exchange counter is where they swap their Headout voucher for a physical ticket. If your counter isn't at the main venue, choose Different location and add its address separately.

My address won't save.
Address line 1 needs to be at least 10 characters, so a very short entry is rejected. Check the postal code too, then try again.

Can't update your experience details? If the option isn't available to you or something isn't saving, raise a ticket and our team will action it and get back to you.