Reporting a venue closure

If your venue or experience won't be operating, tell us as early as you can. Guests who have already booked need to hear from someone, and that's handled by our team. Raise the request as soon as you know — ideally at least 12 hours before the experience starts, so nobody turns up to a closed venue.

Before you start

• Know the dates and time slots affected.
• Have the Booking IDs of guests already booked. Find them on the Bookings dashboard, filtered By experience date for the affected days.
• Decide whether those guests should be refunded or offered another time.

Important: This request covers guests who have already booked. It does not stop new bookings coming in. Do that yourself as well — see Managing availability and inventory.

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.

Step 2 — Select the issue

Under “Select the specific issue you need help with”, choose Venue Closure.

Step 3 — Tell us what's happening

Give the request a clear Subject — naming the experience and the dates makes it obvious at a glance.

Then use the Description to cover:

• Which experience and option is affected.
• The exact dates and time slots.
• The Booking IDs of guests already booked.
• Why you're closing — weather, maintenance, a strike, a public holiday.
• What should happen for those guests: a refund, or a move to another date.
• Whether you expect to reopen, and when.

You can attach a PDF, image or file — such as a closure notice or a list of bookings — in the attachments section at the bottom, then click Submit.

Frequently asked questions

Why 12 hours' notice?
So our team can reach every affected guest before they set off. Many are travelling and check their phone the night before. Later than that and some will arrive at a closed venue.

It's closing right now — what do I do?
Raise the request anyway and make the urgency obvious in the Subject, with today's date and the time slots. Then close the affected slots yourself so no more bookings come in while our team works through the ones already made.

Does this stop new bookings?
No. It's about guests who've already booked. To stop new ones, close the slots or add a closure in Hub.

Should I add a closure in Hub as well?
Yes, for anything longer than a slot or two. A closure blocks the dates so nothing new comes in, while this request handles the guests already booked. Both are usually needed.

Who tells the guests?
Our team does, once you've raised the request. Please don't contact them directly — bookings are made through Headout and guests should hear it from one place.

Only part of the day is affected.
Say which time slots in the Description, and close only those slots in Hub rather than the whole day.

The closure is planned months ahead.
Add a named closure for those dates in Hub so they never go on sale. You only need this request if guests are already booked.

Need help with something else? Pick Other on the same form, describe what you need, and our team will pick it up.