Frequently Asked Questions

Accessibility

• What should I know about accessibility before visiting the Heineken Experience?

  The Heineken Experience is housed in a historic 19th-century brewery with stairs and tight spaces in some areas. Wheelchair access is available for part of the experience. We recommend booking in advance and indicating your accessibility requirements during checkout. For specific questions, contact service.experience@heineken.com or visit our Accessibility Guide at heinekenexperience.com/en/accessibility-guide.

• Is the Heineken Experience wheelchair accessible?

  The Heineken Experience is a historic 19th-century brewery and accessibility is limited due to the building's listed status. Wheelchair access is possible for part of the experience. To ensure we can make the necessary preparations, please tick the wheelchair box when booking your ticket online. We recommend visiting on a weekday before 13:00 to avoid crowds. Note that canal cruise boats (Rock the City & Heineken Flagship® Cruise) are not wheelchair accessible. For full accessibility details, visit heinekenexperience.com/en/accessibility-guide.

• Is the canal cruise wheelchair accessible?

  The Rock the City and the Heineken® Flagship Cruise boats are not wheelchair accessible. If you are a wheelchair user, we recommend the standard Heineken Tour or the Heineken Tour + Rooftop instead. Contact us at service.experience@heineken.com if you have specific accessibility needs before booking.

• Are service dogs allowed at the Heineken Experience?

  Yes. Trained service dogs are welcome at the Heineken Experience. All other pets are not permitted on the premises.

• Is there support for visitors with visual or hearing impairments?

  A free ticket for a sign language interpreter is available for visitors with hearing impairments. Please contact us in advance at service.experience@heineken.com so we can prepare appropriately.

• Are there resting areas in the Heineken Experience?

  Limited seating is available in the entrance area and on the rooftop. There are no seating areas during the tour, however wheelchairs are available to use during your visit and can be requested from our friendly colleagues upon arrival.