Headout

Hi Lewis, I’m truly sorry for the confusion and frustration caused around your Colosseum booking. To clarify, your original 10:15 AM timeslot was no longer available, so alternate options were shared with you. You then selected the 12:30 PM timeslot, and your updated tickets for 12:30 PM have already been issued and sent to you. Your booking is still confirmed for the new timeslot. I understand how the cancellation message for the original slot may have made it seem like the entire booking had been cancelled, especially when you were then told a refund could not be processed. I’m sorry this was not explained clearly during your chat with us. A confirmation email with the updated ticket details has been sent again for your reference. I’m sorry again for the confusion and the poor support experience this caused. Thank you so much for your understanding and patience. If you have any questions, just reply to our email and we’ll take care of it. 💜 If you’ve got a moment, we’d love for you to update your TP review here: https://www.trustpilot.com/reviews/6a6b248afaa14e90ae72c40f -Samson, Headout.

Hi Rolf, I’m truly sorry for the frustration caused when you were unable to access your tickets at Tivoli Gardens and had to purchase new tickets at the venue. I can confirm that the tickets for your Headout booking were delivered as promised before your visit and were valid for entry. However, I understand that you were unable to access them through the app when you needed them, and showing only the booking/payment confirmation at the entrance was not enough for admission. Considering the inconvenience and the duplicate payment you had to make at the venue, we have issued a refund as a one-time exception. The refund will be returned to your original payment method, and a confirmation email with all details has been sent. If you have any questions, just reply to our email and we’ll take care of it. 💜 If you’re up for it, feel free to update your TP review here: https://www.trustpilot.com/reviews/6a6bac7aede9fa592bcf29be -Samson, Headout.

Hi Geraldine, I'm truly sorry for the disappointment this situation has caused, especially since this experience was planned as part of your special day. 😞 Unfortunately, due to operational constraints, our local partner was unable to operate the original Colosseum Underground tour as scheduled. While they did share alternative options—including a full refund, an alternative tour with partial compensation, and a Colosseum Underground Night Tour—we completely understand that receiving this update via WhatsApp was unexpected and left you feeling let down. As discussed over email, we've coordinated with our local partner regarding your preferred option, and I'm happy to confirm that they've approved your request to join the Colosseum Underground Night Tour on 6 August at 7:00 PM. We've also shared the updated details with you via email. Thanks for bearing with us. If you're open to it, you can update your Trustpilot review here: https://bit.ly/4wvmtYT If you have any questions, just reply to our email and we'll take care of it! 💜 Best, Avi | Team Headout