Headout
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"Pretty sure this is a scam company"
I’m quite certain this is a scam company. I bought two tickets for the Vatican and Sistine Chapel tour, only to have the visit canceled less than 24 hours before due to so-called “operational reasons.” The lack of communication and support was unacceptable — truly poor service.
"Worried About Privacy"
After I bought my tickets, the site asked me to send scans of my passport. That made me nervous because I realized this wasn’t the official government site. I felt uneasy sharing my personal information, even though I still got the tickets I needed.
"Disappointing visit"
The visit was frustrating due to poor crowd control outside. People were queue-jumping, and too many visitors were allowed inside at once. It was so busy that I couldn’t enjoy the experience and had to skip all the indoor exhibitions because of the long queues.
"Bad experience-We booked tickets for Vatican Museum"
We booked expensive tickets for the Vatican Museum through Headout, but the experience was very disappointing. Our entry time was not respected, and we were asked to go in later with promises of a tour upgrade. They purchased the tickets in front of us for 20 euros, yet we got inside very late and had very little time to explore. In the end, there was no upgrade, no refund, and only excuses from their staff.
"Felt Safe but Paid More"
I had trouble getting tickets through the official Machu Picchu site, so I decided to use ticket-machupicchu.com . It was a bit more expensive, but I eventually received my tickets after a few days. The process felt reliable, and I was relieved not to worry about missing out.
"Overpriced and Poorly Organized – Not Recommended"
Paid £78 for a ticket to Villa Borghese, but Headout provides no support or details for the booked tour. The tour is non-changeable and non-refundable, so any changes to plans are impossible. The agency, “Once Upon a Time,” initially seemed helpful via WhatsApp and provided the ticket upon arrival, but it was useless in my case because I was late—there was no way to locate me with the tour guide even with a valid pass. Overall, it felt like a waste of money. While they might argue that my lateness was my responsibility, given the high price, a more organized and reliable service for both the ticket and tour would have been expected.
"Voucher Instead of Ticket – Extra Costs Incurred"
Instead of receiving a usable ticket, I was issued a voucher. The actual ticket could only be redeemed at a location so far away that I had to purchase multiple single-journey tickets on top, resulting in unnecessary extra costs.
"Misleading Seat Layouts – Disappointing Experience"
I booked tickets for The Lion King and chose Headout because the website showed seats with a clear view and no one directly in front of us. On the day of the show, we discovered this was not the case—people were seated directly in front of us. It appears the website had changed the seating layout, effectively selling tickets under false pretences. Extremely disappointing and misleading. I can also make a short, punchy review version that immediately warns readers about the misleading seating if you want. Do you want me to do that?
"Cancelled Last Minute – Terrible Service"
If I could give them zero stars, I would. They canceled my Vatican City trip with just two hours’ notice, offering no real explanation other than “operational reasons.” If they didn’t have tickets available, why even sell the service? Their business model is a complete shambles. Customer service was utterly useless—a “computer says no” attitude throughout. It was especially upsetting because I had planned my trip around visiting the Vatican, and last-minute tickets mean either long queues or overpriced online options. Luckily, I managed to secure tickets on my own for roughly what I had originally paid, but not without significant stress that nearly ruined my trip. Avoid these charlatans—book directly through the official site and plan well in advance.
"Caution: Potential Issues with Bookings and Customer Service"
Warning: It may be wise to consider an alternative tour operator for a smoother experience. This company has been reported to issue tickets that cannot be used, often resulting in frustrating disputes and blame over booking conditions. Thorough research and choosing a reputable provider can help you avoid unnecessary stress and financial losses.
"complaint"
I am very dissatisfied with your services. I booked and paid for two spots on a Budapest Parliament tour (3.10.2025) and a Danube cruise. While the Parliament tour itself was fine, I was surprised that tickets were sold on the street. The main issue arose at the cruise check-in: your system only recognized one adult, forcing me to purchase an additional ticket. I feel cheated! My complaints via chat went unanswered. I will not recommend your company to anyone unless I receive an apology and some compensation, ideally a €10 refund for the extra cruise ticket. I have proof of purchase and expect a prompt response.
"Beware: Poor Customer Service and No Refunds"
We requested a change to our booking, but instead of accommodating us, the company canceled our tickets. They completely refused to issue a refund or rebook us unless we paid most of the amount again—a solution they only mentioned a week later, after we had already left the country. Extremely disappointing experience. Terrible customer service, and not a company to trust.
"Great Tour, Terrible Refund Process"
The tour itself was wonderful, and our guides were excellent. However, one attraction was closed, and we were promised a partial refund since our chosen time slot had no guide. It has now been three weeks, and we are still being given the runaround—only receiving emails stating they “are looking into it” with no resolution. This is extremely frustrating, and if this issue is not resolved as initially promised, I will not book through them again.
"SCAM – Terrible Service and Misleading Policies"
Do not book this tour—this company is a scam. Their website claims you have 14 days to receive a credit, but they refuse to honor it. I missed my booking because it was listed in military time, and when I emailed them after returning to my hotel, they took almost a week to respond. They then offered me a credit or rebooking, but if they had replied promptly, I could have used the credit while still in Amsterdam. Many others have reported similar issues—this is not an isolated case. I strongly do not recommend using this service.
"It’s very sad that inside the castle… Disappointed"
While the castle’s exterior is stunning, the interior did not live up to expectations. I had hoped for a more engaging display, such as the residential quarters, to get a better sense of life in the palace.
"Poor communication"
We waited at Stop 8 for an entire hour, only to find out that the bus route had changed. There was no prior notification, which caused us to lose valuable time on our holiday and added unnecessary stress to our trip.
"It was nice to get a slotted time for this but I wish the check in person was easier to find"
It was great to have a slotted time for the tour, but finding the check-in person was confusing. We arrived early as suggested, yet couldn’t locate the staff at the meeting point. After some effort, it was eventually sorted out. This experience would have been a full 5 stars if the meetup directions had been accurate.
"Cancelled us and refused to refund our tickets"
The customer service is absolutely terrible. When we requested a change to our booking, they cancelled us instead and completely refused to issue a refund or rebook us unless we paid most of the money again. Their offer to rebook only came after we had already left the country a week later. Awful company—definitely not to be trusted.
"NONE"
Misleading Ticket Policies – Extremely Frustrating The website implied that tickets could be canceled, upgraded, or have names changed. I booked Disneyland for November 13 but wanted to switch to November 14 to attend their Christmas special. However, the only option was to cancel the entire booking, request a refund, and attempt to rebook—something that didn’t seem feasible at the time. This lack of flexibility and misleading information has left me very dissatisfied.
"Dissatisfied purchase"
The website claimed that tickets could be canceled, upgraded, or names changed, which led me to believe making adjustments would be easy. I discovered that Disneyland on November 14 would feature their Christmas special, so I tried to change our tickets from November 13 to November 14. Unfortunately, there was no way to do this directly. The only option was to cancel entirely, request a refund, and attempt to rebook—something that now seems nearly impossible due to limited availability. This rigid policy and lack of flexibility left me very dissatisfied with the service.
"Ticket issues…"
I arrived at the London Eye with a phone that couldn’t access my ticket passes, so I had to sort everything out at the ticket office on site. This took about 15 minutes since the issue was not with the London Eye itself but with the website. Fortunately, the staff at the Eye were extremely helpful and courteous, making the situation much easier to handle.
"Very pricey all together (paid £78) for a ticket to Villa Borghese"
I paid £78 for a ticket to Villa Borghese, which felt very pricey considering the service provided. Headout themselves couldn’t give any details or support for the tour, and the booking was non-changeable and non-reimbursable—so any shift in plans could ruin your experience. The agency “Once Upon a Time,” contacted via WhatsApp, seemed helpful at first but proved useless when I arrived late; they couldn’t locate me or coordinate with the tour guide despite my valid pass. Overall, it felt like a waste of money. While they might argue it was my own fault for being late, given the high price, better organization and support for customers would have been expected.
"Forced into getting App"
I was forced to download an app and subscribe just to purchase museum tickets. It was completely unnecessary and made what should have been a simple transaction frustrating and inconvenient.
"Booking was v straightforward"
Booking was straightforward, and our guide was excellent. However, we were puzzled to be charged for Acropolis entry on World Architectural Heritage Day (27th September) when entry should have been free. The main issue was that the Acropolis and Acropolis Museum visits were continuous, which was difficult for a family member with Chronic Kidney Disease who needed food, drink, and rest. Unfortunately, the food at the museum was inedible, forcing us to leave in search of healthy options, and we could not return. While the morning had been excellent, the experience overall was not good value for our family’s needs.
"Tours from Krakow"
The tours and transfer/pick-up went smoothly, but the information on the Headout website and app was largely useless. Customer support was virtually non-existent, and all follow-up communication with the tour organizers had to be handled via email, SMS, or WhatsApp.
"Incompöete Service"
The company is very quick when it comes to selling tickets, but when you have questions about refunds or issues, they show no reaction at all. Great at making a sale, terrible at providing support.
"Thé Academy"
In front of the Academy, a staff member was very nervous and loud, which added unnecessary stress. I only managed to locate him a few minutes before my reservation time, making the start of the visit quite rushed and unsettling.
"Liar"
I booked a table on the Captain Cook Cruise through Headout, selecting the 4-course meal with window seats. The website offered a “book now, pay later” option, so I chose that. However, when we arrived, I didn’t get the window seat I had selected and paid for. This felt misleading and dishonest—Headout’s website gave the impression that special seating could be guaranteed, but it clearly was not honored.
"River Seine"
The experience was seamless! The boat was clean and comfortable, and the audio guide was clear and easy to follow. Definitely money well spent—highly recommended! 😆
"Instructions for Audio download were not clear"
The instructions for downloading the audio guide were unclear—it should have stated that it needs to be downloaded before entering the Basilica Cisterns. Additionally, the directions to the attraction were confusing, as they led us to the exit instead of the entrance.
"A little more expensive than the website and not very helpful when wanted to change the date considering I had paid more than other sites"
The service was a little more expensive than booking directly on the website, and the staff were not very helpful when I wanted to change the date, despite having paid more than other sites. I feel there should be more flexibility for customers in situations like this.
"We didn’t receive the correct we code…"
We did not receive the correct QR code for our Hagia Sophia visit, which caused significant delays. Resolving the issue took far too long and added unnecessary stress to what was supposed to be an enjoyable experience.
"False title"
I booked a fast-track tour with hotel pickup for a 6 AM start, but what I actually got was a pickup 12 minutes’ walk from the hotel, rescheduled to 3:50 AM—only informed the day before at 4 PM, which meant I missed the 24-hour cancellation window. I arrived at 5:10 AM and had to wait outside in the dark and cold until 7:50 AM to finally get tickets. No fast-track access was provided. The guide was good and the tour enjoyable, but I felt seriously overcharged for what I received.
"WARNING: This company is a SCAM"
I had the worst experience of my life with this company. I booked a tour including entrance tickets to the Alhambra Palace in Granada, Spain. The meeting time was scheduled for 8:00 AM, but I received a sudden cancellation message at 12:30 AM the night before the tour—with no explanation. Since I was asleep, I didn’t see it until the next morning, only to find my plans ruined. To make matters worse, my refund requests were completely ignored. Even after more than a week, I received no response. This is utterly unacceptable and feels like nothing but a scam. I traveled all the way from Japan to Granada, spending over a day in flights just to see the Alhambra, and all my time, money, and effort were wasted. I’m sharing this to warn others: do NOT use this company. Save yourself from being scammed.
"Negative Stars and Poor Customer Service"
I purchased tickets for a guided tour of the Acropolis, but the experience was completely frustrating. The directions to the local office were unclear, and when we arrived at 3:30 PM, the door was locked. An individual eventually answered but was unhelpful, only pointing to a handwritten sign. We tried to find our group but had no luck. When we made our way to the Acropolis, we discovered the QR code we received was not a valid entrance ticket, so we were denied entry. Calling the number provided in the email resulted in more disappointment, as the customer service representative refused to contact the guide or provide a manager’s contact information. The website and chat bot promised support, but none was given. This company’s lack of coordination and assistance ruined the experience entirely. By contrast, local guides we used previously in Athens were organized, attentive, and even reached out to participants who were lost—despite it being a free tour. Avoid this company entirely and use local guides or the official Acropolis website.
"Stay away!!!"
We made the huge mistake of buying tickets for Park Güell through this company. The official ticket price was €18, but they sold them for €23 and then added another €3 for an audio guide that was supposed to be free! In the end, we paid €26 per ticket instead of €18. It felt like a complete rip-off. Extremely frustrating—we will never use this company again!
"No tickets and denied entrance"
When I arrived at the meeting point, I was told that Headout should never have sold me that ticket because the tour was overbooked. They said they would cancel and refund me, but I didn’t receive any written confirmation at the time. Update: They eventually reimbursed 100% of my money and even provided a discount for another purchase.
"Zero customer service"
I booked the 10 AM trip from Pompeii to Vesuvius and paid extra for an audio guide to make the visit more informative. Upon arrival, we were told to walk to the top with no audio guide provided and no instructions on where to collect it. Returning to the Pompeii office, they offered the guide after the tour had ended, which was useless for the walk itself. When I requested a refund for the audio guide, it was refused with the excuse that online bookings are non-refundable. The trip was essentially just a bus ride to the Vesuvius car park and back, with the entrance fee included—nothing educational and zero customer service. I would strongly advise going elsewhere.
"Very confusing check-in procedures on the email"
The check-in instructions in the emails were very confusing, with mentions of validating tickets at kiosks that weren’t necessary. At the Acropolis, the procedure was unclear, and with no signage, we had to ask staff to make sure we were in the correct line. Despite the long lines, we got through quickly and entered the gate a few minutes early. The site was extremely crowded, making it hard to fully enjoy. A practical tip: wear sturdy shoes with good soles, as the marble and stone paths are slippery and uneven.
"I would not use HeadOut again"
I would not use Headout again. They guaranteed timed entry to a museum in Florence, but their local contact rebooked us to a later time on the same day with only about 2 hours’ notice—and then completely cancelled the reservation without informing us. This broken guarantee and lack of communication wasted a lot of our time and ruined the one day we had in Florence that had been planned around their promised entry time.
"Misleading Website and Poor Service – Avoid This Company"
Our experience with this company was extremely disappointing. We booked “fast track tickets with an English guide” for Auschwitz through their website, but it turned out to be a complete scam. Upon arrival, we had to wait in line from 5:00 AM to 8:30 AM to purchase tickets that we had already paid for online. Instead of the fast-track English tickets promised, we were only offered a normal ticket with a German guide and a single English guidebook for our group, even though we had paid for two. The agency representative only gave us cash to buy tickets after we insisted, otherwise we would have paid twice. The website falsely advertised the transfer from Krakow to Auschwitz and the ability to purchase tickets in advance, which is untrue. This misleading information caused additional costs, frustration, and left us in a very bad situation. It’s clear that many other customers experienced the same issues, so this seems to be a systemic problem. This was a terrible experience and not at all what we paid for.
"Everything went well with the booking till I needed a refund"
The booking process went smoothly, but when I had to cancel, getting a refund turned into a nightmare. Despite multiple emails and online chats, and being promised twice that my issue was escalated, I still haven’t received any resolution. This experience has made me hesitant to use Headout again.
"It was more complicated than we’ve expected"
The experience was more complicated than expected. While the office staff were friendly and helpful, getting tickets to bypass the line required visiting multiple stations, exchanging vouchers, and finally entering the attraction. The process takes time and isn’t always clear, making the guided tours less straightforward than they appear. Next time, it’s better to have a personal guide for a smoother experience.
"Instead of ticket received voucher"
Instead of receiving actual tickets, I was issued a voucher that could only be redeemed at a location very far away. This inconvenience forced me to purchase multiple single-journey tickets in addition to the original booking, creating unnecessary extra costs and frustration.
"Did not go to Plaça Catalunya."
The shuttle was fast and comfortable, but it didn’t go to Plaça Catalunya as scheduled, only to Espanya. I was only informed of this upon boarding, which left little time to adjust my plans. Headout offered no refund or assistance for the onward journey. While I later learned there was a large protest in Barcelona that day, this should have been communicated in advance. Since the app is required to access tickets, it would have been reasonable for them to post any route changes or disruptions there as well.
"Book way ahead of your activity!"
Headout was extremely slow in sending my tickets for Bran Castle. I had booked them for 6 PM but only received them at 6:30 PM, after the venue had already closed, and we were not allowed entry. I would not recommend booking with them unless you purchase tickets at least a day in advance. Hoping for a refund.
"Steer well clear of this company"
Steer well clear of this company—it’s a complete rip-off. I paid 87 euros for two people to visit the Acropolis with an audio guide, even though tickets at the door would have been just 40 euros. What wasn’t made clear until after payment was that an additional fee was required for an app to download the guide onto your phone, which I couldn’t use due to poor signal. When I raised my concerns via live chat, I was told I’d hear back in 1–2 minutes after escalation—but nobody ever responded. Absolutely avoid this company.
"Duration of receiving tickts"
The ticket was promised to be sent within 4 hours, but it arrived much later than expected. This delay was puzzling and caused unnecessary frustration.
"Bad organization but great guide"
We waited at Stop 8 for an hour, unaware that the bus route had changed. There was no notification beforehand, which wasted valuable holiday time and caused unnecessary inconvenience.
"Hard to get connectivity at times."
At times, it’s hard to get a stable connection, which can be frustrating during the trip.
Headout
Headout is an authorized and trusted partner of the venue, offering curated experiences to enjoy this attraction. This is not the venue's website.
Address
82 Nassau Street, #60351 New York, NY 10038 USA
Website
https://www.tickets-machu-picchu.com/
Email
[email protected]
Telephone
+1 347 897 0100