Question 1

Where is my booking confirmation?

Accepted Answer

We send a confirmation email within minutes of booking — check your inbox and, if it's not there, give your spam folder a quick look (it happens to the best of us). If 15 minutes have passed and there's still nothing, head to My Bookings after signing in and you'll find a live copy waiting for you there.

Question 2

How do I find my tickets?

Accepted Answer

Your tickets live in My Bookings once you're signed in. From there you can download a PDF to keep on your phone, display the QR code directly from your screen at the venue, or — if the operator uses mobile vouchers — check the email we sent you. Either way, you're covered.

Question 3

Can I reschedule my booking?

Accepted Answer

Most experiences on BeTheGuests allow free date changes as long as you do it at least 24 hours before the start time. Sign in, head to My Bookings, find your booking, and look for the "Change date" option. If it's not available for your booking, reach out to us via live chat or email and we'll do everything we can to help.

Question 4

How do I add more guests to my booking?

Accepted Answer

The easiest route is to book an additional ticket for the same experience — just search for it again and select the number of extra guests. If you'd like to combine bookings or need a group rate for 10 or more guests, chat with our team and we'll get it sorted.

Question 5

My voucher isn't being accepted at the venue — what do I do?

Accepted Answer

Stay calm — this is rare but it does happen. First, make sure you're showing the correct ticket (check My Bookings for the latest version). If the venue is still having trouble, call us immediately on our 24/7 support line and a team member will speak directly with the operator on your behalf.

Question 6

What payment methods are accepted?

Accepted Answer

We accept all major credit and debit cards — Visa, Mastercard, American Express — as well as Apple Pay, Google Pay, and PayPal. For select premium experiences, bank transfer may also be available at checkout. Whatever you prefer, we've got it covered.

Question 7

Is my payment secure?

Accepted Answer

Completely. All payments are processed via Stripe, one of the world's most trusted payment platforms, using 256-bit SSL encryption. We never store your card details on our servers — not even a little bit. Your financial information goes straight to Stripe and nowhere else.

Question 8

Why was I charged a booking fee?

Accepted Answer

A small booking fee — typically 2–5% of the experience price — helps us maintain 24/7 customer support, carefully vet every operator, and continue building a platform you can actually trust. It's always shown clearly at checkout before you confirm, so there are never any nasty surprises.

Question 9

Can I pay in my local currency?

Accepted Answer

Yes — we support multiple currencies including GBP, EUR, USD, AED, and more. You can switch your display currency using the selector at the top of any page. Please note that your bank may apply its own conversion rate for the final transaction charge, which is outside our control.

Question 10

Can I get an invoice or VAT receipt for my booking?

Accepted Answer

Absolutely. Your booking confirmation email includes a full payment receipt. If you need a VAT invoice for business purposes, just email us at admin@betheguests.com with your booking reference and company details and we'll have one with you within 24 hours.

Question 11

What is the cancellation policy?

Accepted Answer

Most experiences on BeTheGuests offer free cancellation up to 24 hours before the start time. Some special events, last-minute bookings, or peak-season tours may have stricter policies. Always check the "Cancellation policy" section on the individual experience page before booking — it's right there in plain English.

Question 12

How do I cancel my booking?

Accepted Answer

Sign in, go to My Bookings, find the relevant booking, and hit "Cancel". If the experience is eligible for a free cancellation, your refund will be triggered automatically. Easy. If the cancel button isn't showing, it means the free cancellation window has passed — reach out to us and we'll look at your options.

Question 13

When will I receive my refund?

Accepted Answer

We process our end within 24 hours of a confirmed cancellation. After that, it's over to your bank — refunds typically appear within 5–10 business days depending on your card provider. If it's been longer than 10 business days and still nothing, drop us a message with your booking reference and we'll chase it down.

Question 14

Can I get a refund if the experience is cancelled due to bad weather?

Accepted Answer

If an operator cancels an experience due to weather or safety reasons, you'll receive a full refund automatically — no questions asked. However, if an experience is designed to run in all weather conditions (many outdoor tours are), the standard cancellation terms apply. Check the listing, and if you're unsure, ask us before you cancel.

Question 15

The operator cancelled on the day. What happens now?

Accepted Answer

That's extremely frustrating and we're sorry it happened. Contact us immediately and we'll arrange a full refund or, if you prefer, help you rebook for a different date. We take last-minute operator cancellations seriously and follow up directly with the supplier.

Question 16

What is included in the experience?

Accepted Answer

Everything that's included is listed clearly on the experience page under "What's included". If something specific isn't mentioned there, it's safest to assume it's not part of the package — but you're always welcome to ask us before booking and we'll clarify in minutes.

Question 17

Where is the meeting point?

Accepted Answer

The exact meeting point — including a map pin, landmark description, and any guide identification details — is confirmed in your booking voucher. Some experiences meet at a main entrance; others have a specific side gate or a guide holding a sign with your name. We make sure the details are crystal clear before you set off.

Question 18

What should I bring?

Accepted Answer

Each listing has a "What to bring" section. For most city tours you just need your voucher and a pair of comfortable shoes. For adventure experiences — think kayaking, climbing, or desert safaris — we'll spell out everything from sunscreen and water bottles to specific safety gear. Always worth reading before the day.

Question 19

Are experiences suitable for children?

Accepted Answer

Age requirements and family-friendliness vary by experience. You'll find minimum age information and a "Family-friendly" tag on every listing that welcomes children. If you're unsure whether something is right for your group — or you have a child with specific needs — just ask us. We'd rather you have a brilliant time than a surprised one.

Question 20

Are experiences accessible for people with reduced mobility?

Accepted Answer

Accessibility information is included on each experience listing where available. We've worked hard to label experiences that are wheelchair accessible or suitable for limited mobility, but if you have a specific requirement, please contact us before booking so we can confirm the details directly with the operator.

Question 21

How do I create an account?

Accepted Answer

Hit "Sign in" at the top of any page and choose "Create account". All you need is an email address and a password. Alternatively, you can sign up in one tap using your Google account — no new password to remember. Creating an account also unlocks your 2% welcome discount on your first booking.

Question 22

How do I reset my password?

Accepted Answer

Click "Forgot?" on the sign-in page (or go to /auth/reset-password). Enter the email address on your account and hit "Send reset link". Within a minute you'll receive an email with a secure link — click it, choose a new password, and you're back in. The link is single-use and expires after 1 hour, so use it promptly. If the email doesn't arrive, check your spam folder and make sure you're using the address you signed up with.

Question 23

How do I update my personal details?

Accepted Answer

Sign in and head to your Account settings (accessible from the profile icon at the top of the page). From there you can update your name, email address, phone number, and notification preferences. Changes save instantly.

Question 24

How do I delete my account?

Accepted Answer

We're genuinely sad to see you go. Head to Account settings, scroll to the bottom, and select "Delete account". This will permanently remove all your personal data in line with GDPR. Bookings you've already made remain valid — account deletion doesn't affect past purchases or outstanding vouchers.

Question 25

I can't sign in — what should I do?

Accepted Answer

A few things to try: (1) Reset your password — click "Forgot?" on the sign-in page, enter your email and we'll send a link straight away. (2) If you originally signed up with Google, use the "Continue with Google" button instead of entering an email and password — there's no separate password for Google accounts. (3) Make sure you're using the same email address you registered with. Still stuck? Hit the live chat button below and we'll get you back in within minutes.

Question 26

How does the Wishlist work?

Accepted Answer

Tap the heart icon on any experience page to save it to your Wishlist. You'll need to be signed in to keep your Wishlist saved across devices and sessions. It's the perfect way to plan a future trip without committing — or to send some very obvious hints to someone who owes you a birthday treat.

Question 27

How do I use a discount code?

Accepted Answer

At checkout, look for the "Have a promo code?" field and enter your code before confirming payment. Hit apply and the discount will update your total instantly. Discount codes are case-sensitive, so copy-pasting is your safest bet. Only one code can be used per booking.

Question 28

Where is my welcome discount?

Accepted Answer

Your 2% welcome discount code is emailed to you when you create an account, and it's valid for 10 days on your first booking. Enter it in the "Have a promo code?" field at checkout. If you sign up during checkout, we apply it to that order instantly. If it doesn't show up, reach out to us before you complete the payment and we'll make sure you don't miss out.

Question 29

Can I combine multiple discount codes?

Accepted Answer

Generally, only one promotional code can be applied per booking. Your welcome discount, however, is automatically stacked on top of any sale prices already applied to an experience — so you get the best of both. We'll always show you the final price before you confirm.

Question 30

My discount code isn't working. What should I do?

Accepted Answer

A few things to check: make sure the code hasn't expired, that it applies to the experience you're buying (some codes are category-specific), and that you haven't already used it on a previous booking. Still not working? Chat with us and we'll sort it out on the spot.

Have an existing booking?

Frequently asked questions

Your Bookings

Payments & Pricing

Cancellations & Refunds

Experience Details

Account & Profile

Wishlist & Discounts

Still need help?

Have an existing booking?

Frequently asked questions

Your Bookings

Payments & Pricing

Cancellations & Refunds

Experience Details

Account & Profile

Wishlist & Discounts

Still need help?

Help centre

Have an existing booking?

Frequently asked questions

Your Bookings

Payments & Pricing

Cancellations & Refunds

Experience Details

Account & Profile

Wishlist & Discounts

Still need help?

Help centre

Have an existing booking?

Frequently asked questions

Your Bookings

Payments & Pricing

Cancellations & Refunds

Experience Details

Account & Profile

Wishlist & Discounts

Still need help?