Headout

Hey Mahmed, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if you have it) or the email ID used for your booking here https://bit.ly/hedout. Once we have your details, our team will dive right in to resolve it ASAP. Thank you so much for your understanding and patience. I’ll make sure we turn this around for you! Lamar Team Headout

Hey Miss Clarke, Thanks for sharing your feedback. I understand why this is disappointing, and I agree it’s not ideal. Your booking, however, falls under a strict no-cancellation policy, so we’re unable to cancel or reschedule it at this stage. This is mentioned on the booking page and in your confirmation details. Because of this, I’m unable to issue a full refund. That said, I’ve arranged a partial refund of 50% as Headout credits, which you can use on a future booking. You’ll receive an email shortly with the details and I hope this helps a bit. We’re working on bringing more flexible cancellation options across experiences. Thanks for bearing with us. If you’re open to it, you can update your Trustpilot review here: https://www.trustpilot.com/reviews/6a6df2458a62cb820e5effde If you have any questions, just reply to this email and I’ll take care of it. 💜 Best, Avi | Team Headout

Hey Bridget, I'm very sorry for the experience you've had with us. 😞 The ticket you purchased included entry to the Moorish Castle along with an audio guide as part of a bundled package. That said, I completely understand your frustration after finding that the venue also provides a complimentary audio guide, which made the paid inclusion feel unnecessary. To make things right, I've initiated a partial refund of €6 for the audio guide portion of your booking, and I've also sent you an email confirming the details. I hope this helps make up for the disappointment you experienced. Thanks for bearing with us. If you're open to it, you can update your Trustpilot review here: https://www.trustpilot.com/reviews/6a6df867e8f3409fea416dee If you have any questions, just reply to our email and I'll take care of it! 💜 Best, Avi | Team Headout

Hi Christina, We're very sorry for the confusion and inconvenience this may have caused. We checked and can confirm that your ticket is valid until August 5. You may use it once on any day within the validity period, so you'll be able to use it on August 1 as you intended. No changes to your booking are required. If your concern has now been resolved, we'd really appreciate it if you could update or remove your Trustpilot review here: https://bit.ly/4fMdtYb. If you have any questions, simply reply to our email, and we'll be happy to help. 💜 Best, Lamar Team Headout

Hey Ioana, I'm very sorry for the experience you've had with us. 😞 I understand how disappointing it can be when larger-than-expected crowds impact your visit. During peak seasons, the venue typically accommodates a significantly higher number of visitors, which can unfortunately affect the overall experience. While the entry slot and arrival instructions were shared on both the booking page and your voucher before your visit, we completely understand that the crowd levels did not meet your expectations. We're also sharing your feedback with our local partner to help improve crowd management going forward. To make up for the inconvenience caused, I've initiated a 25% refund in the form of Headout Credits, and have sent the confirmation to you via email. I hope this helps brighten your day a little. Please feel free to reach out anytime if you'd like advice on the best times to visit popular attractions—we'd be happy to help you plan a smoother experience. Thanks for bearing with us. If you're open to it, you can update your Trustpilot review here: https://www.trustpilot.com/reviews/6a6e39b7a25dd84709017edd If you have any questions, just reply to our email and we'll take care of it. 💜 Best, Avi | Team Headout

Hey Daniel, I'm sorry for the experience you had with us 😞. This was a last-minute cancellation by our local partner, due to an unexpected system failure on their end. But we totally understand the frustration, disappointment and inconvenience this caused you. Rest assured, we took immediate action and processed a full refund for these bookings on 01/Aug/2026, and the funds should be reflected in 2-3 business days, depending upon your bank. To make up for the inconvenience caused, I have also added 25% Headout credits for your bookings, to your account as compensation and have sent confirmation of this to you via email. We know this was not the experience you wanted and not one we strive for, but we genuinely value your feedback, and hope that this conveys our commitment to improving. We do hope you will come back to Headout. I assure you, you won't regret it! Thank you for your understanding, and we look forward to serving you better in the future. Thanks for bearing with us. If you’re open to it, you can update your TP review here: https://www.trustpilot.com/reviews/6a6e3e5ec5a38128aed1cf43 If you have any questions, just reply to our email and we'll take care of it! 💜 Best, Avi | Team Headout