Bookings and guest tickets

Open Experiences → Bookings at /organizations/:id/experiences/bookings, or open an experience's Bookings tab. The organization page requires experience list access; editing and refund actions depend on the current role.

Review a booking

The table groups participants into one booking. Use its search and status, sales-channel or host filters to find the party. Check the experience, departure in its timezone, host, party size, payment state, external reference, attendance and synchronization status.

Open History to review changes. For a dated departure, Manifest downloads the participant list as a CSV. Linked host accounts can find My departures in the guest app and download their assigned manifests without financial information.

Pending, confirmed and cancelled bookings have different rights. A payment record or a temporarily reserved place should not be treated as confirmed admission until the booking is confirmed.

Change guest names or departure

For a confirmed booking, Edit guests changes participant names. Move booking moves the existing party to an available departure of the same experience. The party composition and original price stay the same. The destination needs enough capacity and, for a hosted product, a valid host; if the move fails, the original reservation is retained.

Check the resulting date, timezone and participant details after saving. A departure picker entry alone does not establish that the change succeeded.

Cancel and refund

Use Cancel booking to cancel the party. Cancellation and payment refunds are separate actions: cancelling does not itself establish the contractual refund amount or complete a refund.

Organization administration can use Full refund for an eligible paid direct booking and must provide a reason. Review the recorded payment and refund result before confirming the outcome to the guest. For a sale through another channel, use that channel's cancellation and refund process.

Bookings through Bókun

Check both the external reference and synchronization status. A requested move or cancellation can require action in the original sales channel. Complete that action there and wait for the provider details to match; a pending synchronization state means the change is not yet confirmed across both systems.

If provider information conflicts with Scoutello, retain the booking reference and requested change for support. Organization administration can review Unresolved bookings and failed operations. Platform administration handles unmatched external sales, provider-product recovery and reconciliation failures. Avoid creating a replacement booking solely to clear a synchronization warning.

Guest tickets and guide access

Guests can open the supplied credential link to see booking status and individual participant tickets before creating an account. Signed-in guests can also review their bookings at /bookings. Sharing these links or access codes can give another person access to the tickets, so send them only to the intended participants.

For a linked guide product, each participant can sign in and choose Claim access using their participant code or ticket credential. This attaches the guide access to that account. A purchaser email address alone does not claim access for all participants. Claiming guide access does not mark an admission ticket as used.

The guest booking view provides tickets and guide links. Changes to the booking date or party, cancellations and refunds are handled by the operator or original sales channel.

Support checks

Problem	Check
Guest cannot open the guide	Confirm the booking, participant code and account that claimed access.
Only one person has access	Each participant needs to claim their own grant; do not repeat payment for the whole party.
Move fails	Check destination capacity, host assignment, party size and the original sales channel.
Cancelled booking still has a payment	Review the separate refund action and payment state.
External change remains pending	Verify the action in the original channel and retain its reference for support.

Related: Experiences, Guide products and staffing, Planning and My Visit.