Truestory Booking
Manage you Truestory events and bookings
In the booking system, you can create and manage events for your experience(s). You can view bookings, download participant lists, cancel event, move bookings, and more. The system can only be used by hosts who are connected to the booking system through collaboration with Truestory, either through allocation or direct integration with the system.
How to guides
Frequent used guides
FAQ
We have collected guides in text and video on how Truestory Booking works, and information about everything you need to know about Truestory Booking.
Find it here: Truestory Booking
If you have forgotten your login to the booking system, you can reset your password by clicking on the link here. Choose "forgot password" and follow the instructions in the email you receive to reset your password.
We got you. Just send us an email at [email protected] with info about the old and the new email, and we will update it for you. You will receive an invite on the new email, and you need to follow the instructions in this email to complete your account.
Truestory can currently integrate with Understory, EasyTableBooking, BookVisit and Regiondo. We are constantly developing our systems, and therefore, we are also continuously expanding the systems we can integrate with. Please write to us at [email protected] if you would like to learn more or if you use one of the two systems mentioned above that we can integrate with.
- German hosts: We support integrations with select third-party booking systems to make managing your availability seamless. Please contact your Partnership Manager or email [email protected] with the name of the booking system you use, and we will help you get it connected.
- Scandinavian hosts: Unfortunately, we are not able to integrate with new third-party booking systems in Denmark, Norway, or Sweden at this time. If you use our existing supported integrations, please reach out to [email protected] for assistance.
Sorry to hear that! Send us an email at [email protected], with information about the problem, and we will look into it and reach out.
If you have forgotten your login credentials for the partner site, please write to us at [email protected] and we will resend them to you.
- First a quick reminder: we pay out redeemed tickets during the month after the experience took place.
- If your payout is lower than usual, it is most likely because the guest used a ticket or voucher purchased during a previous Host paid discount campaign (for example, a Christmas promotion). Even if that campaign ended months ago, the payout will reflect the discounted price at the time of purchase.
- If you've checked your past campaigns and still see an issue, please contact [email protected].
The money is transferred to your account once per month, cf. the cooperation agreement. You receive the money for the previous month's redeemed experience tickets.
- You can see all redeemed experience tickets under "Tickets"
- If it says "Redeemed" in the column under "Payout", it means that the ticket will be included in the next payout.
- If it says “#xxx” in the column under “Payout”, it refers to a specific payment voucher with id #xxx”. This means that the money has already been paid out.
- Under "Payouts" in the menu on the left, you can see all payment slip and associated tickets, and download payment slip.
Experience vouchers cannot be redeemed once the expiry date has passed. In such instances, you must contact Truestory to request an extension of the voucher's validity period. Once Truestory has updated the voucher, it can be processed in the system using the booking code.
Kindly reach out to us at [email protected].
It is your responsibility to verify that all bookings and booking codes are valid. It is important not to accept a Truestory gift card from the customer as it is not possible to redeem a Truestory gift card on Truestory Payout. A Truestory gift card can only be used as payment on the Truestory platform for purchasing an experience. If you are in dialogue with a customer with a Truestory gift card, please ask them to use it on your experience directly on Truestory as payment. Once they have done that, they will receive an order confirmation with a booking code specific to your experience, which can be redeemed on Truestory Payout.
If you realize that the payment was made using a Truestory gift card after the customer has left, kindly reach out to us at [email protected].
See the difference between the two codes / two types of gift cards:
A Truestory gift card has a 10-digit gift card code with CAPITAL letters and numbers. See an example here.
An Experience Ticket for your specific experience has a 9-digit booking code with lowercase letters and numbers. See an example here.
If you realize that the payment was made using a Truestory gift card after the customer has left, kindly reach out to us at [email protected].
It is your responsibility to ensure that the customer's ticket is valid. You can log in to the partner site to validate the ticket before the customer's experience (see the guide on how to do that here). However, you must only redeem the ticket when the customer arrives for the experience.
It’s important you let us know as soon as possible, so we can update your account and payments. Send us an email at [email protected] with all the information, and we will take care of it.
We always recommend holding your events, regardless of the number of participants. Reviews of your experience and your reputation as a host require that there have been customers on the experience. If you choose to cancel the event due to too few bookings, you must do so at least 5 days before the event. Once you cancel the experience, the customer has the option to refund their purchase.
Our customers have a free right of exchange and return throughout the validity of the experience ticket. This means that a sale to your experience does not necessarily remain a sale to you if the customer chooses to exchange or refund. You can see the number of redeemed tickets on the partner site, which is the number of customers who have been on experience with you. If you would like insight into the number of experience tickets sold here and now, you can always write to us.
- We are happy to help you keep your product page fresh and accurate! Please email your requested updates (such as new pricing, high-resolution images, or text descriptions) to [email protected].
- Our content and supply team will review the details and implement the changes for you as soon as possible to ensure your page remains optimized for conversions.
- German hosts: That's great! One way is to make sure your experience and product page is updated with new pictures, videos and price. Reach out to your Partnership Manager to hear about your options.
- Scandinavian hosts: Unfortunately, we are not currently investing in local marketing in Denmark, Norway, and Sweden.
- German hosts: If you haven’t heard from us, we haven’t received any. You will receive an email from us if someone has requested a private event. If you are unsure if your experience is available for a private event request, reach out to your Partnership Manager
- Scandinavian hosts: Unfortunately, the private event request feature has been turned off in Denmark, Norway, and Sweden. Customers are not able to request a private event or group events in these markets.
- German hosts: Awesome! You can offer a time limited discount (i.e. 10-14 days) on your experiences to boost conversion. Send your Partnership Manager an email and let them know, and they’ll set it up for you.
- Scandinavian hosts: Unfortunately, we no longer run discounted campaigns in Denmark, Norway and Sweden.
- German hosts: That's great! You can send in your information using this link, and our supply team will reach out to you.
- Scandinavian hosts: Unfortunately, we are not able to onboard new experiences in Norway, Denmark, or Sweden at this point.
- We are truly sorry to see you go! If you would like to pause or remove an experience, or end our collaboration, please send a brief email to [email protected].
- Note: To ensure a smooth transition for any customers who may have already booked or hold valid vouchers, our team will review your account and handle the final offboarding process for you. You will hear from us.