Perguntas frequentes
Rooftop
What is included in the Heineken® Tour + Rooftop ticket?
You’ll start with our 1.5-hour during, self-guided tour through Heineken®’s oldest brewery. During this tour, you will learn all there is to know about our heritage, the brewing process, and much more. The tour ends in the Best ‘Dam Bar, where you can enjoy two perfectly chilled beers. Afterwards, you’ll take the special elevator up to the rooftop, where you’ll learn more about the function of the former “Moutzolder” (malt attic). On our terrace, you can enjoy one of the best views of Amsterdam while having another fresh Heineken® beer.
Do I need to book a separate timeslot for the rooftop?
If you've already booked a combination-ticket (Heineken Tour® + Rooftop), you don’t have to book a separate timeslot for the rooftop. You can access the rooftop approximately 90 minutes after the starting time of your Heineken® tour.
If you only have a Heineken Tour® ticket and you'd want to visit the Rooftop as well, please contact our staff at the entrance hall.What are the opening times of the rooftop?
Our rooftop bar is open everyday of the week.
Rooftop bar opening (open until):
Monday: 19:00
Tuesday: 19:00
Wednesday 19:00
Thursday 19:00
Friday 20:30
Saturday 20:30
Sunday 19:00
Please check availability and timeslots on our website: https://www.heinekenexperience.com/en/checkout/?adult=0
Can I do the rooftop first, and then the Heineken® tour?
If you have booked the combination ticket (Heineken® tour + Rooftop) this is not possible. You start with the Heineken® tour and go up to the rooftop afterwards.
Visit
Are pets allowed in the Heineken Experience?
Unfortunately, you have to leave your furry friends at home. Pets are never permitted in the Heineken Experience, except for service dogs.
Are you still brewing beers in the building?
No, we have stopped brewing beers in our building in 1988. Nowadays, our former brewery has been turned into a brand experience. But do not worry, you will still be able to take a look at the original brew room and enjoy one or two fresh Heineken beer(s).
Can I be late for my timeslot?
We urge you to come right on time for the timeslot you’ve booked your ticket for. This is important, as it helps us regulate the amount of people in the building at all times.
Can I book a guided tour?
This is subject to availability and the size of your group. For the opportunities for guided tours, please send an email to sales.experience@heineken.com.
Can I take pictures inside the Heineken Experience?
Yes, as long as our Heineken Ambassadors are treated with respect, photography is allowed. Photographs, videos and films may only be used for private, non-commercial purposes.
Also, we'd love to see your photos on Facebook and Instagram! Please use our hashtag #heinekenexperience, so we can find them easily.
If you would like to film or take photographs for professional and commercial purposes, please contact service.experience@heineken.com.
Can we access the rooftop terrace of the Heineken Experience?
Yes! You can access our rooftop with a Heineken® Tour + Rooftop ticket.
Does a tour include Heineken beer?
Yes, of course you get to taste our delicious beer. Our Heineken tours include two cold Heineken® beers, and the VIP tour includes some of our finest craft beers, paired with Dutch bites.
Does the Heineken Experience have parking facilities?
Unfortunately, we do not have our own parking facilities. The nearest car park is APCOA Parking Heinekenplein (link how to get there in e.g. maps) 200 meters away from the Heineken Experience.
Do I need an ID (Identity Document) to visit the Heineken Experience?
You may be asked to show a valid ID (Identity Document).
I have a ticket with a time slot. How long can I stay in the attraction?
You can take all the time you need for your visit. Only your starting time (booked timeslot) is set. On average, the self-guided tour takes about 2 hours.
Is there a cloakroom in the Heineken Experience?
Yes, we offer a cloakroom service and lockers for our guests. You can leave your possessions with us, free of charge, as long as they don't exceed 320 x 255 x 492 mm (HxWxD). Bigger items such as trolleys or carry-on luggage are not allowed. You can leave those in the nearest Lockerpoint Luggage Storage at Marie Heinekenplein 12, 1072 MH Amsterdam
What are the busiest hours?
On Saturdays, we are particularly popular, as this is our busiest day of the week.
What are your opening hours?
We are open year-round, just like the city of Amsterdam! Unlike Amsterdam, we need our beauty sleep. We would love for you to visit us during our opening hours:
- Monday: 10:30 to 19:30 (last entry 17:15)
- Tuesday: 10:30 to 19:30 (last entry 17:15)
- Wednesday: 10:30 to 19:30 (last entry 17:15)
- Thursday: 10:30 to 19:30 (last entry 17:15)
- Friday: 10:30 to 21:00 (last entry 18:45)
- Saturday: 10:30 to 21:00 (last entry 18:45)
- Sunday: 10:30 to 19:30 (last entry 17:15)
What is the Legal Drinking Age in The Netherlands?
The legal drinking age in The Netherlands is 18+. Enjoy responsibly!
Which languages does the Heineken Experience offer?
All our tours are in English, but we also offer audio-tours in Dutch, German, French, Italian, Spanish and Portuguese. Please note: this covers only the informative part of the Heineken® tour.
You can also get some quick help in your native language in the tour by checking the badges on our crew’s shirts; their pins show the languages they speak.
Do you offer an audio-guide?
Yes, we do! All our tours are in English, but we also offer audio-tours. These are available in six different languages: Dutch, German, French, Italian, Spanish and Portuguese. Please note: this covers only the informative part of the Heineken® tour.
Tours
Are all tours available?
We're currently offering the original Heineken® tour, the Heineken® tour + rooftop, the VIP tour, the Perfect Match tour, and the Heineken® Flagship Cruise
Rock the City operates seasonally. This means that the tour is not available during the winter months.Are there any drinks included with the Heineken® Flagship Cruise?
You start the tour at the Heineken Experience, where you will enjoy your 1.5hour self-guided tour. This tour includes two Heineken® beers or soft drinks. During the 1-hour canal cruise, another drink is included (a special beer from the Heineken® portfolio or a soft drink). On the boat, you will have the option to buy more drinks.
Can I purchase extra drinks onboard of the Heineken® Flagship Cruise?
Yes, you can. On top of the one premium beer from the Heineken® portfolio, you’re able to purchase additional drinks during the entire duration of the cruise.
What is Rock The City?
The Rock the City tour starts at the Heineken Experience. After your 1.5 hour self-guided tour, you will hop on our boat for a 45-minute canal cruise. During the cruise, your tour guide will tell you all about the highlights and hidden gems of the city. You will depart at the canal in front of the Heineken Experience and will be dropped off on the same spot.
Rock the City operates seasonally. This means that the tour is not available during the winter months, and will be back in spring 2024.
What is the difference between the Heineken® Flagship Cruise and the Rock The City?
Both tours start with a 1.5h self-guided tour through the Heineken Experience, followed by a canal-cruise. Here are the differences between both tours:
Open Sloop vs. Closed Boat: The Heineken® Flagship Cruise offers an open-air experience, while the Rock The City tour takes place in a closed boat.
Intimate Setting: The Heineken® Flagship Cruise accommodates up to 30 people, compared to 60 on the Rock The City boat.
One Beer Included: Enjoy one beer from the Heineken® portfolio on the Flagship Cruise; Rock The City does not include drinks (but both offer drink purchases on board)
A Full Hour of Fun: The Flagship Cruise is a full 60 minutes, compared to the 40-minute Rock The City tour.
What is the Heineken® Flagship Cruise?
The Heineken® Flagship Cruise starts at the Heineken Experience. After a 1.5hour self-guided tour, you will hop on our Flagship Cruise for a 1-hour canal cruise. During the cruise, you will get a premium beer from the Heineken® portfolio. Furthermore, our guides will tell you fascinating stories about the city, providing you with a unique perspective on Amsterdam.
You will depart at the canal in front of the Rijksmuseum and will be dropped of on the same spot. Please make sure to be here 15 minutes before your departure time. The Rijksmuseum is a 15-minute walk from the Heineken Experience, so we recommend 30 minutes between the end of your Heineken® tour and the start of your Heineken® Flagship Cruise.
What is the Heineken® Tour?
The Heineken Experience is a brand experience within Heineken®’s oldest brewery, in the heart of Amsterdam. The historical building serves as a venue where you can learn all about Heineken® heritage, the brewing process, our sometimes crazy innovations, sponsoring and the story behind the star. You’ll also learn about the best way to taste and enjoy your Heineken® beer.
What is The Perfect Match?
Our Perfect Match tour is the best combination between beer and football. You get access to both the Heineken Experience and the Johan Cruijff Arena. You can visit at your own pace and decide which timeslot suits you best based on our availability.
Please note that neither the Johan Cruijff Arena nor the Heineken Experience are arranging transportation between our two locations.
What is the VIP tour?
The VIP will take you around 2,5 hours, in which we will guide you through our brewery and explain everything there is to know about our company. To finish the visit, we will take you to our private (and secret) bar where we will serve five premium beers from our portfolio, accompanied by snacks that have been carefully selected to match the beers. In this intimate environment, you will have the chance to interact with the guide, as well as the other guests. All in all, our VIP tour is a definite ‘not to miss while in Amsterdam!
Where does the Heineken® Flagship Cruise depart from?
The Heineken® Flagship Cruise will depart from Museumbrug 2, 10711XX Amsterdam. Please make sure to be here 15 minutes before your departure time. The Rijksmuseum is a 15-minute walk from the Heineken Experience, so we recommend 30 minutes between the end of your Heineken® tour and the start of your Heineken® Flagship Cruise.
Tickets
Can I buy my ticket at the desk?
We only sell tickets online. Make sure you book your ticket via our website in advance! Buy your tickets here.
Do I have to print my ticket?
No, the unique code on each ticket can be scanned from the screen of your smartphone or tablet. Be green, keep it on screen.
I bought a ticket for the wrong date. Can I exchange my ticket or get a refund?
Sadly, we are unable to give any refunds. Not even in case of circumstances beyond your control, such as public transport problems or personal circumstance. We can always try to rebook your ticket to another date. Please send an email to service.experience@globalticket.com.
I have an Amsterdam pass. Where do I book my tickets?
Book your tickets now via https://tickets.heinekenexperience.com/amsterdampass
I want to visit the Heineken Experience with a group. How many tickets can I buy in one go?
It is absolutely possible to visit us as a group! You can buy up to 25 tickets in one go.
Considering that we experience particularly busy times on Saturdays, it is not possible to book groups during the weekend.
What are your customer service business hours?
We are available from Monday to Friday from 09:00 to 17:00.
Children & minors
Are children allowed in the Experience?
Children are not allowed in the Heineken Experience. If you wish to know more about it, please visit our webpage https://www.heinekenexperience.com/en/children-and-minors/
Minor accompanied by an adult are also not allowed inside the Heineken Experience.
What is a minor?
Anyone under Legal Purchase and/or Drinking Age (LPDA). At the Heineken Experience, we consider everyone under the age of 18 a minor.
What is the Legal Purchase and/or Drinking Age (LPDA)?
The youngest age a person is legally permitted to purchase and/or drink alcoholic beverages. At the Heineken Experience the Legal Purchase and/or Drinking Age is 18.
What is the minimum age requirement to enter the Heineken Experience?
You must be 18 or older to enter the Heineken Experience.
Minors accompanied by an adult are also not allowed inside the Experience.
Why are children not allowed in the Experience?
We actively restrict exposure of our branding to minors. We understand the negative effects that consumption of alcohol has on Minors which is why we actively restrict exposure of our branding to minors.
Rescheduling and refund
Can I change the date and/or start time of my Heineken® Tour?
Yes, up until an hour prior to the start of your visit you can do this via this link https://tickets.heinekenexperience.com/en/self-service . You can reschedule your Heineken® Tour tickets purchased on the Heineken Experience website by entering your ticket number (starting with 77) and your corresponding email address. After sending your request, you will receive an email with a link to choose a new date/time.
If it's less than an hour before the start of your visit? Please send an email to service.experience@globalticket.com
Can I let someone else use my ticket?
Yes, you can. The tickets are not personal.
Is it possible to cancel my booking and get the cost of my ticket(s) reimbursed?
Sadly, we are unable to give any refunds. Not even in case of circumstances beyond your control, such as public transport problems or personal circumstances. Still, we will do our best to help you. If possible, we will try our best to rebook your ticket(s) to another date. For questions regarding your ticket, please send an email to service.experience@globalticket.com.
Until when can I change the date and/or start time of my tour?
Up until an hour before the start of your Heineken® Tour.
Can I change the date and/or time of my Heineken® Tour + Rooftop/VIP-tour/Rock The City Tour/The Perfect Match Tour?
Yes, you can by sending an email to service.experience@globalticket.com. Please note that for The Perfect Match Tour and the Live Your Music Tour we can only change the date and/or time of your tickets to the Heineken Experience.
To change the date and/or time of your tickets for the Johan Cruijff ArenA (The Perfect Match), please reach out to our colleagues there: tour@johancruijffarena.nl
Gift card
What is the Heineken Experience gift card?
The Heineken Experience gift card makes it possible to surprise someone with a visit to the Heineken Experience. You can choose between three different tours, and you can select the number of tickets that you want to gift. After purchasing the Gift Card, you will receive a unique voucher code, which you can share with the person that you want to surprise. He or she can exchange the code for the selected number of tickets, at the date and time that fits his or her schedule best.
Which tours are available with the Heineken Experience gift card?
With the Heineken Experience gift card, you can choose between the Heineken® tour, the Heineken® tour + rooftop, the VIP tour or the Rock The City tour. The Gift card is not available for The Perfect Match tour and The Live Your Music tour.
Do I need to choose a date for the Heineken Experience gift card?
No. A date only needs to be chosen when exchanging the Gift Voucher for actual tickets.
In case the person that you are surprising with a gift card wants to change the date of his or her ticket(s) after exchanging the gift card, he or she can do so via the Rescheduling and refund page on our website or by contacting us at service.experience@globalticket.com.
How can I exchange the Heineken Experience gift card for Heineken Experience tickets?
The Heineken Experience gift card can be exchanged for Heineken Experience ticket(s) via our webpage in the following link: https://tickets.heinekenexperience.com/voucher.
By filling the code in your gift card, you can pick your preferred date and timeslot, and you will receive your Heineken Experience tickets in your inbox.
For how long is the Heineken Experience gift card valid?
The Heineken Experience gift card is valid for 2 years since it was purchased.
Renovation
Heineken Experience
How can I reach the HEINEKEN Headquarters?
You can reach the HEINEKEN Headquarters at 003120 52 39 777.
What is the Heineken Experience?
The Heineken Experience is a brand experience within Heineken’s oldest brewery, in the heart of Amsterdam. In 1988 the former brewery closed down, because we got too big for our boots. Today, the historical building serves as a venue where you can learn all about Heineken heritage, the brewing process, our sometimes crazy innovations, sponsoring and the story behind the star. You’ll also learn about the best way to taste and enjoy your Heineken beer.
Payment
What payment options can I use?
When it’s time to purchase your tickets, you can use any of the payment options supported by our ticketing platform. If you want to buy something from our store (Heineken® merchandise), you can use our contactless payment options. Please leave your cash at home!
What payment options can I use on the website?
When it’s time to purchase your tickets, you can use any of the payment options supported by our ticketing platform.
Direction
How can I reach the Heineken Experience?
Our old Heineken brewery and brand experience can be found at Stadshouderskade 78, 1072 AE in Amsterdam.
You can also take trams 1, 7, 19 or 24, and metro 52. They stop right around the corner.
If you have any questions, send us an email at service.experience@heineken.com.
If you prefer talking to us via the phone, you can reach us at +31202611323 for ticket-related questions, and at +31207215300 for anything else.
You can also talk to us on Facebook or slide into our DMs on Instagram.
Where is the Heineken Experience located?
Our building is located at Stadhouderskade 78, 1072AE, Amsterdam, The Netherlands.
Heineken® Silver
What does Heineken® Silver taste like?
Heineken® Silver is brewed at a chilled -1°C, resulting in an extra-refreshing lager with a less bitter taste and a crisp, subtle finish that’s effortless to drink.
How does Heineken® Silver taste different to the original Heineken® beer? What ingredients are different?
Heineken® Silver features all the same pure, 100% natural ingredients people love from our original recipe. What makes Heineken® Silver different is the ice-cold lagering process. By brewing Heineken® Silver at -1°C, more cold haze is allowed to form and be filtered out. This removes proteins and rough-tasting tannins, leaving a delightfully refreshing taste that’s accessible and easy to drink.
Is the Heineken® Silver brewing process different to Heineken® Original?
Heineken® Silver is made with a uniquely different brewing process to our original recipe. By brewing Heineken® Silver at an ice-cold -1°C, a cold haze is allowed to form, filtering out more proteins and rough-tasting tannins. The result is a fresh, crisp finish that’s easy to drink.
Which markets is Heineken® Silver launching in in 2022?
Heineken® Silver is launching in 19 markets, including Albania, Bulgaria, Denmark, Finland, France, Gibraltar, Greece, Hungary, Italy, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Russia, Spain, Switzerland, and the United Kingdom. It will also launch in Norway during 2022 for on-trade outlets.
Why is Heineken® Silver a lower ABV than Heineken® Original?
With a lower ABV of 4%, Heineken® Silver is an easy-to-drink, extra-refreshing beer designed to be more accessible for more consumers.
Wheelchair
Is the Heineken Experience wheelchair accessible?
Yes, but... the Heineken brewery is a historical building and unfortunately, this makes it difficult to make it wheelchair accessible. If you let us know you want to visit by wheelchair, by checking the box when buying your online ticket on our website, so we can make the necessary preparations for you to experience the tour with the least amount of trouble. We recommend booking a tour during weekdays before 13:00 CET to avoid the crowds as much as possible.
Please be aware that the boat in the Rock the City tour is not wheelchair accessible.
Store
Can I visit the Store?
The store can be visited without a ticket to one of our tours. The opening hours are the same as for the Heineken Experience.
Do you have an online Store?
Yes! We are selling a selection of our store products online in Beerwulf. Our products are available in the Netherlands, UK, Germany, Belgium and Austria. They can be purchased using one of the following links:
What are the opening hours of the Heineken® Flagship Store? And do I need a ticket to visit the store?
The store can be visited without a ticket to the Heineken Experience. The opening hours are the same as for the Heineken Experience if you have a ticket. If you don't have a ticket you can visit the store until 19:00 during weekdays and 20:30 during the weekend.
Please keep in mind that you cannot re-enter the Heineken Experience after your visit to the Store. We recommend that you schedule your visit to the Store after your visit to the Heineken Experience.
After visit
Do you have another question?
We are all (h)ears. Contact us on Facebook (Heineken Experience), Messenger, Twitter and via E-mail (service.experience@heineken.com).
Rate the Heineken Experience
Tell us what you loved about us and what we could be doing better. We value all feedback so please rate our experience on Google Reviews or TripAdvisor.
Site feedback (please rate your Heinekenexperience.com)
We are always working to improve our Heineken online experience, so we’d love to hear what’s working and how we can do better.
Lost and found
I have lost something, what can I do?
Please send an email to service.experience@heineken.com and we will try to help you as soon as possible.
Discount and Voucher
Do you offer student discount?
Unfortunately, we do not offer student discount.
I have an I Amsterdam city card. How can I receive my discount?
Book your tickets now via https://tickets.heinekenexperience.com/iamsterdam
Digital souvenirs
How long does it take for my photos/videos to be mailed?
Sometimes, it could take a few days to receive your digital souvenir. Make sure to check your spam folder too!
I did not receive my digital souvenirs. What should I do?
Please contact service.experience@heineken.com.
My link does not work. What should I do?
Please contact service.experience@heineken.com. We will help you out!
Meetings and events
Can I cancel my reservation?
If you have any questions regarding your reservation, please contact us at heinekenexperience.events@heineken.com.
Can we book a room for a business meeting?
You absolutely can! Please contact heinekenexperience.events@heineken.com for more information.
Can we contact you directly?
For sure! Send us an e-mail heinekenexperience.events@heineken.com (link that opens in a new message) or call us on +31 (0) 20 721 5300 (Monday to Friday 09:00 – 17:00 CET)
Can we have drinks and snacks?
Our team upon request can organize drinks, snacks and food. Please get in touch with our team at heinekenexperience.events@heineken.com.
How can we contact the Heineken Events team?
You can send us an e-mail at heinekenexperience.events@heineken.com or call us on +31 (0)20 721 5300 (Monday to Friday 09:00 – 17:00 CET)
How can we pay for the room?
If you have any questions regarding your payment, please contact us at heinekenexperience.events@heineken.com. We’ll be happy to help you organize and secure your payment.
How long in advance do I need to book the room?
You know what we say: the sooner the better! Feel free to fill in the form on our website or send us an email at heinekenexperience.events@heineken.com. Our team will be happy to help you out.
What benefits and services do you offer?
Conveniently located in Amsterdam’s city center. Free Wi-Fi connection. On-site support. Heineken Ambassadors to help you brew the perfect event and serve the perfect beer. Access to tea and coffee. Inspiring workspaces.
What is the maximum capacity of the venue?
Combining spaces, we can organize events for up to 1300 persons.
What type of event can be organized at the Heineken Experience?
We organize all types of events. From meetings to exhibitions, product launches to dinners. And let’s not forget we brew beer so we know how to organize a party!
Why choose Heineken Experience as event venue?
The Heineken Experience, in the heart of Amsterdam, brings the feeling of the brand alive. Our venue has multiple spaces, varying in sizes, for groups between 5 and 350 persons. Our staff is friendly, helpful and knows everything there is to know about Heineken, beer and Amsterdam. And they would love to share it with you and your guests in an interesting way! All our spaces are equipped with various AV facilities to bring your event to a success.
Teremos todo o gosto em responder a todas e quaisquer perguntas que possas ter.