Frequently Asked Questions

No. Your ticket can be scanned directly from the screen of your smartphone or tablet. There is no need to print anything, just have your QR code ready at the entrance.

Yes. Heineken Experience tickets are not personal and can be used by another person. Just make sure they have the QR code available on their phone or printed out.

You can buy up to 25 tickets in a single booking online. Note that group bookings on Saturdays are not available due to high visitor volumes. For groups of 25 or more, or for a tailored group experience, please contact our sales team at sales.experience@heineken.com.

Online ticket purchases support the payment methods available through our ticketing platform, including major cards and local payment options. Inside the Experience and at the Flagship Store, we accept contactless card payments only. Cash is not accepted.

Enter your voucher or discount code at checkout when booking online at heinekenexperience.com/checkout. If you experience any issues applying your code, contact service.experience@heineken.com.

Book your visit using your I Amsterdam City Card at tickets.heinekenexperience.com/iamsterdam. Enter your card voucher code to reserve a timeslot. Make sure your card is valid on the date of your visit.

The Heineken Experience does not currently offer student discounts. If you have a discount code or voucher, you can apply it at the voucher page. Holders of the I Amsterdam City Card can book via a dedicated link. See the question above.

Yes. You can reschedule your Heineken® Tour, Heineken® Tour + Rooftop & Heineken® Rooftop Bar tickets up to one hour before your visit starts at tickets.heinekenexperience.com/en/self-service. Enter your ticket number (starting with 77) and email address to request a new date or time. For changes in other tours email service.experience@heineken.com up to 24 hours before your visit.

Heineken Experience tickets are non-refundable, including in cases of illness, transport disruption or other personal circumstances. However, we will always try to rebook your tickets for another date. For assistance, contact service.experience@heineken.com

The Heineken Experience gift card lets you gift a visit to a friend or family member. Choose a tour type and the number of tickets. The recipient receives a unique voucher code they can exchange for tickets on any available date within 2 years of purchase. Exchange your gift card at tickets.heinekenexperience.com/voucher. Gift cards are only available for Heineken® Tour, Heineken® Tour + Rooftop & VIP Tour.

Redeem your gift card at tickets.heinekenexperience.com/voucher. Enter the unique voucher code, select your preferred date and timeslot, and your tickets will be sent to your inbox.

The Heineken Experience gift card is valid for 2 years from the date of purchase.

Yes. The Heineken® Flagship Store is open to anyone and can be visited without a tour ticket.

The Heineken® Flagship Store follows the same opening hours as the Heineken Experience: 10:30 to 21:00. Visitors without a tour ticket can visit the store until 20:30.

Yes. A selection of Heineken® merchandise is available online through Beerwulf, with delivery to the Netherlands, UK, Germany, Belgium and Austria. Visit beerwulf.com to shop online.

Digital souvenirs are usually emailed within a few hours, but can sometimes take up to a few days. If you have not received yours, check your spam folder first. Still nothing? Email service.experience@heineken.com.

First, check your spam or junk folder. If your digital souvenirs are not there, contact service.experience@heineken.com with your booking details and we will help you out.

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.

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.

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.

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

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.

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.