Understory

A general introduction to how Experiences and Events (Dates) work in Understory.

Experiences and Events (Dates) in Understory

How to check which tours/Experiences are scheduled on a given date, and what to do if the calendar looks empty.

Why is my calendar empty, and how do I find tours on a specific date?

How guest capacity works across experiences and individual events — including how to change the capacity on an event that is already scheduled.

How does Understory handle guest capacity in bookings and events?

Create Experiences through the Understory Backoffice

Experiences

This article describes how to create an Experience in Understory

How to create an Experience

Add custom text and PDF attachments to the booking confirmation email sent to your guests.

Additional booking information in the confirmation email

Mark an experience as exclusive so the first online booking automatically locks the event from further guests — ideal for escape rooms, cooking classes, private spa sessions, and similar self-serve…

Exclusive Bookings

Section headings like "What's included" are fixed labels controlled by your Storefront language, not free text.

Why does a section heading look different in my storefront than what I typed?

Split a single ticket's price across multiple VAT rates — for experiences that combine goods or services taxed differently, like admission plus food.

How to create a ticket with multiple VAT rates

Where to upload images for an experience, and what to do if you cannot find the image section.

Adding images to an experience

A quick guide on how to create a simple date for an existing experience and recurring dates.

How to Add Dates to an Experience

Recurring Events Repeating Dates: Recurring events let you automatically schedule repeated dates for an experience, saving time and reducing errors compared to manual entry.

Recurring Events (Repeating Dates)

Manage which storefronts your Experiences are shown in.

Add an Experience to a Storefront

In this article you will learn where to find and link directly to the Details Page of an Experience

Find the link to an Experience Details Page

How can I change the price of an experience in Understory?

How to fix a wrong starting point/meeting location shown on your guests' tickets and confirmation emails.

Wrong meeting point/location on tickets — how to fix it

What multi-session experiences are, how to create a multi-session event, how to add an itinerary, and answers to common questions.

Multi-session experiences: create and manage them

Set up Experiences and Events

Group Messaging Tool

The Waitlist feature on Understory helps you capture potential customers when your experience has no available dates or existing dates don’t fit a visitor’s schedule.

Waitlist Overview and How-To

What to do when your booking flow worked before and suddenly fails — how to tell a technical incident from a setup issue.

Booking worked yesterday but suddenly stopped working

This article describes how to see the guests attending your event

Where do I find Event Bookings

How to create a manual booking and send a booking receipt to the customer

How to Create a Manual Booking

Move bookings to different events of the same experience. Includes guidance for locked event times and bulk moves.

How to move a Booking

A quick guide on how to cancel dates for an event

How to Cancel Dates for an Event

A walkthrough of how to download a guest list of a specific event, and what fields the file includes

How to download the guest list of an Event

A checklist for hosts when customers can't complete a ticket purchase, plus when to send the case to support.

Customers can't complete a purchase — troubleshooting for hosts

Bookings

The Check-in feature lets you easily check in guests when they arrive at your experience.

How to Check In Guests

The External Check-in feature lets you share check-in access with people who don't have an Understory account.

How to Check In Guests Without an Understory Account

How to check in guests and create an external check-in pages

Guest Check-in

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Find answers and get help from Intercom Support and Community Experts

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