Groups and travel trade FAQs

How long do visits last?

We have a variety of different properties in our care, so visit length very much depends on what property you are visiting! With most of our properties, your groups can stay on site until closing unless otherwise specified. Entry is managed by a timed ticketing system with capacity limits for all time slots. For further information please see the site specific webpages.

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Are audio guides included in the visit?

We offer audio guides at a number of our properties. Audio guides cannot be booked in advance through the online portal due to limited availability. They can be invoiced to credit account clients via voucher redemption if there are headsets available on site.

Find out more about audio guides

Can we book a guided tour?

We do not offer private guided tours for group visits during standard opening hours, but you are welcome to bring your own guide with you on your visit. Alternatively, if you are interested in a pre-opening exclusive tour please contact venuehire@hes.scot for more information.

Is there coach parking available on site?

We offer bookable coach parking at Urquhart Castle, Doune Castle, Craigmillar Castle and Skara Brae through our booking portal. If there are no coach parking spaces available at your preferred slot, please choose another timeslot for your visit. Entry cannot be guaranteed without a coach space booking, even if you have admission tickets reserved.

If you do not have a credit account and require coach parking, please book your entrance tickets through the website and the contact the ticketing team. We will book a coach parking space for you if there is one available.

What classifies as a group visit?

There is no minimum group size! Please note we do not offer group rates through our website. Maximum group sizes may apply at some properties or when entering internal areas.

Do you offer any free of charge tickets?

No, however credit account holders are entitled to two free tour leader tickets per booking with paid guests. These should be booked alongside admission tickets in the same transaction.

STGA or SITOA or HOST accredited guides are also entitled to free entrance to any of our sites.

Do you offer familiarisation trips? 

Yes, to our account holders. We look at each request on a case-by-case basis. Unfortunately, due to high demand we cannot offer familiarisation trips at Edinburgh Castle, Stirling Castle, Urquhart Castle, Skara Brae and Maeshowe during July and August. Requests should be made by contacting the Group Sales team.

If you are wishing to request a media visit, please contact our Communications team at communications@hes.scot.

How do I use the online portal? 

Our portal is available 24/7 for account holders. New logins can be requested by contacting the Group Sales team. If you are encountering a technical issue or have further questions, please contact us.

What is the "collect on arrival" delivery method?

“Collect on arrival” bookings allow for tickets to be collected on site. For credit account holders these bookings are invoiced the month following the visit. We ask that that you refer to your contract for amendment terms and that you provide at least 72 hours notice for cancellations. This can be done by contacting the Group Sales team and quoting your order number.

What is the "print on web" delivery method?

Opting for the “print on web” delivery option for your credit account permits you to print tickets straight away for you to give to your clients. If you choose this option you will be invoiced for these bookings the month after the booking was made. These tickets are non-refundable and non-transferable.

There isn’t enough tickets available at the timeslot I require, what should I do?

All our sites are carefully capacity managed to deliver an excellent customer experience. We release all tickets immediately, and once a timeslot sells out, no more can be added. Please check again nearer the time for possible cancellations or choose another timeslot. Any cancellations return automatically to the website.

The date I’d like to book isn’t available. How far in advance can tickets be booked?

We aim to release tickets as soon as possible. These are released in two batches – April to September and October to March. If the month you are looking for is not available please check our website periodically. If you have a credit account with us, we will send you an email with the diary opening dates in advance.

Can I cancel a booking?

“Collect on arrival” bookings made through our online portal can be cancelled on request by contacting the Group Sales team at least 72 hours in advance of the visit. Once the booking has been cancelled you will receive a note of confirmation from us. If you have not received this, your booking has not been cancelled. "Print on web" orders cannot be cancelled outside of the month of purchase.

Can I change the date and/or time of my group's visit?

Yes - applicable to "collect on arrival" bookings only, and subject to availability. Please make a new booking through the portal then contact the Group Sales team at least 72 hours in advance of the visit. "Print on web" orders cannot be amended outside the month of booking.

Can I amend the passenger breakdown or size of my booking?

Yes - "collect on arrival" bookings can be amended up to at least 72 hours before your visit. We cannot guarantee additional pax can be added to any bookings as this is dependent on availability. Any amendment requests or notice of final numbers should be sent to the Group Sales team. Further terms and conditions may apply.

What should I do if I make an error on my booking?

If you believe that you have made a mistake when booking, send the order number and details of the mistake to the Group Sales team. No matter how small it is, the team are here to help and the sooner it is caught the easier it will be to fix!

Can I send you my final numbers?

Absolutely! We encourage you to send your final numbers and passenger breakdowns to the Group Sales team no later than 72 hours before the visit date. If there are changes, theses can always be actioned when they happen. Not only does this release tickets for other customers, but it helps to speed up the collection process upon arrival.

I have not received an email confirmation, is this normal?

Your email confirmation email should arrive shortly after booking. Please check your junk folder in the first instance. If you have not received an email, please contact the Group sales team with details of your booking (order number, email address used and site visiting). We recommend taking a note of your order number that displays at the end of the booking transaction.

I think the Explorer Pass would be beneficial for my client, how does it work?

Our Explorer Pass is ideal for your clients who are planning to visit many of our properties. The pass can be booked through the portal. You will then need to book entrance slots for your clients to guarantee entry.

I think the Edinburgh Castle Flexi ticket would be beneficial for my client, how does it work?

The Edinburgh Castle Flexi ticket can be booked through the portal and allows one visit at any point within your chosen week. Please note this product is not suitable for groups, up to 6 flexi tickets can be booked per transaction.

What payment methods are accepted?

All bookings made through the online portal will be invoiced using the information provided during the account application process. Unfortunately, we cannot accept credit card payments, part payment or payment on arrival for any credit account bookings.

Something is wrong on my invoice, what should I do? 

If you believe something is incorrect on your invoice, please get in touch with as soon as possible by contacting the Group Sales team. Please include the invoice number you are querying and details that need investigating. If you are querying an invoice, please do not pay this until the matter has been resolved. You have 14 days from the date of invoicing to raise any queries with us. Any queries raised outside this period will not be investigated. 

Can I partially pay an invoice? 

To avoid confusion and to help minimise delays, we do not accept partial payment of any invoices. If you believe something is wrong with your invoice and are raising an invoice query with us, please do not pay this invoice until we have investigated this issue. 

Get in contact with the Group Sales team about any of the issues listed above or anything else related to groups and travel trade. 

Contact the Groups Sales team