How do I create or access my customer account?
Simply add items to your shopping cart and continue to the check-out page to create a customer account with your information. To access an existing account, navigate to the Sign In page and enter your login information to access your existing account. This can be found at the top right portion of the page.
What if I’ve forgotten my password?
From the Customer Account Sign In page, simply enter the email address you used to create the account. Then, select Forgot Your Password to have your password emailed to you.
How do I order from your website if I don’t have an email address?
We use email addresses to verify all online purchases. As a result, you will need to have a working email address to make a purchase and to receive all vouchers.
Can I use my account to place an order for another person?
It is not recommended to use your primary account to place an order for another person. A new account should be created for each separate travel party.
Can I save my itinerary and order it later? Is a saved package guaranteed?
Yes. You can add items to your shopping cart and return later to complete the purchase. When you return, login to your account and “View Shopping Cart.” Items in your shopping cart are not reserved or guaranteed, as availability can change. Additionally, pricing is subject to change. Reservations are guaranteed only when an order has been paid in full on a debit or credit card.
What if my name is misspelled on my reservation?
The name on your reservation must match your government-issued photo ID. Many venues require a photo ID to match the voucher in order to redeem the product. If you notice an error, please contact our customer service department immediately so we can correct the mistake or contact the venue.
How will I know if the products I’ve selected are actually available?
The shows, attractions, activities and lodging products you see on our website only appear when real inventory exists, as controlled by the managers of those travel products. If you see it, it’s available.
This assures our customers that what they can select from our website is truly available and immediately secured upon purchase.
At what point are my reservations guaranteed with the products I’ve selected?
All theaters, attractions, lodging, and hotel products are IMMEDIATELY notified of your purchase. Our reservation system communicates directly to their reservation system in a number of different ways to lock in your reservations immediately.
How do I get my vouchers?
After your purchase, you will be automatically directed to a confirmation page. On this page, you will have the option to print your voucher. We will also send your confirmation and voucher to the email address you provided while creating an account. Some venues may have delays in providing a voucher after purchase. Once the confirmation is received, your voucher will be sent to your email address.
What if I misplace my vouchers?
At any time you can Sign In to your account, select “Order History” from the navigation menu and select your order number to re-open the order confirmation/voucher page. From there you can open and print your vouchers. You may also contact us at any time to have them emailed again. Multiple vouchers do not grant you extra products. Only the purchase quantities will be redeemed.
How do I redeem my voucher?
Each voucher provides specific instructions on how to redeem your purchase under the “Note” section. Typically, you print and present the voucher anywhere a ticket purchase or check-in occurs with a photo ID. Some vouchers can be scanned at a turnstile with a bar code or can be redeemed on a smartphone.
What do I need to bring to check-in to a hotel?
You will need to bring a photo ID and the hotel voucher for check-in. Most hotels require a credit or debit card on file for any incidental expenses or resort fees owed directly to the property.
What is the age restriction for hotel check-in?
Most hotels require you to be at least 18 years old to check-in. There are a few properties that require you to be 21 to 25 to check-in. This age requirement will be listed under the description on the hotel page or FAQ section.
How do I make a special request for a show or hotel?
Once you have selected your date and show time/lodging type, a special needs box is available to write a request under the “Have Special Needs.” We will gladly pass your request to the hotel, show or attraction when your reservation is placed. Each venue will do its best to honor your request but cannot guarantee that your requests will be accommodated.
What does reserved seating mean?
Each theater will assign you the best available seats at the time of your purchase. Some venues do not assign seats and are based on a first come first serve basis the day of the show. However, you will be made aware of this type of seating on the product detail page or within the “Note” section of your voucher.
When can I find out my seat location?
You can contact our customer service department 24 hours after your purchase has been made to inquire about your seat location. Our agent will contact the venue directly to inquire about seat numbers. Some venues do not disclose the seat location or do not assign seats as they are first come, first serve.
What if I'm not happy with the product I have ordered?
All the product information and reservation information is provided by the travel supplier. If you feel dissatisfied with the product as a result of the information provided on the website, DO NOT redeem the voucher. Contact us immediately to resolve any issues. Redeeming the voucher represents acceptance and no refunds will be issued on consumed products.
Do you offer military discounts or other types of discounts?
Our company can only offer the tickets at the price available online. Generally, military discounts can only be applied by contacting the venue directly.
How do I use a coupon from an advertisement or promotion?
We do not accept any coupons or promotion codes offered by the venues directly. You will need to contact the company promoting the coupon for the redemption process. Any coupon or promotional code offered by us can be entered in the “Enter Promo Code” box at the time of check-out on the payment screen.
Can I purchase a gift card or gift certificate?
Gift cards and certificates are available to purchase. They can be for any amount and used towards any of the products offered on any destination website. To purchase, simply contact our customer service department or select the Gift Certificate option for purchase on our website and check-out. We send the Gift Certificate code by email after the purchase is complete.
Do you charge booking or ticketing fees? When are resort fees collected?
When you select the product, the cost per item is displayed. Once you place that item into the cart, the tax amount and service fee are calculated and added to the overall total.
There are a few lodging properties that charge resort, cleaning, insurance or booking fees that are paid directly to the property upon check-in. This fee will be listed under the description of the room type, FAQs section and also available to view on your voucher. All cleaning, resort, and booking fees will be collected by the venue upon check-in and not included in the pre-paid reservation. Some resorts require the resort fee to be collected by us at the check-out on the website and you will see it in the shopping cart before purchase.
Do I have to pay sales taxes?
Yes. There are taxing laws which require the price for a product, ticket or lodging be displayed separately from the amount of tax collected to be accurate with tax collection and remittance. Therefore, tax is calculated and displayed separately from the price of the product, once it is placed in your shopping cart. You will NOT BE CHARGED any additional taxes beyond what is displayed in the shopping cart.
What are my payment options?
We currently accept all major credit cards including Visa, MasterCard, Discover, and American Express. Debit cards bearing the Visa or MasterCard logo may also be used. We also accept Gift Certificates that have been purchased from us. Keep in mind that funds are immediately drawn from your account. We do not accept pre-paid cards.
When will I be charged for my purchase?
We will instantly reserve and guarantee your reservations as you make them. In order to do this, and assure the products you have selected are reserved for you, we collect full payment at the time of order.
If I cancel, when will I see the credit posted?
In the event of cancellation, and the cancellation occurred by the allowed cancellation date, the value of the resulting credit will be placed on your account. You may use that credit to make future bookings or, if your cancellation was less than 90 days from your original charge date, you may elect to receive a refund of your credit back to your original form of payment. To do so, please contact us to request the refund.
My card shows a charge but I never received a confirmation number?
If you received an error message during check-out, this pending amount is most likely a pre-authorization. A pre-authorization generally drops off within 2-5 business days depending on your bank's policies. You must receive a confirmation number for the reservation to be processed.
Why is my credit card not processing when I tried to place my reservation?
In order to process your card, the billing information must correctly match the card holder's information. To prevent fraud, we can only capture funds with the correct information.
What should I do if I do not recognize charges or there are unauthorized charges on my credit card statement?
Your charges for all shows, attractions and lodging properties made on our website will appear as SmokyMountainHeartsong in Branson, MO. If you have unauthorized charges or see charges from us that you do not recognize, please contact our customer service department for assistance. We will ask a few questions including your card number, date and amount to search all reservations related to this card number.
Can I make a change to my order after purchase?
Yes. You can change your order at NO COST before the cancellation date. To modify the number of tickets, admissions, rooms or number of nights, you must cancel the original order and make a new order for the new date or time. This can be done from within your account by logging in or by contacting customer service by telephone. Any additional costs for changes would be charged to a card number you provide for the new purchase. We do not keep your credit card information on file for security purposes.
Do you charge a fee to cancel my purchase?
For each product you have ordered, there is a cancellation date listed. Any cancellations made by that date will receive a FULL REFUND with absolutely NO CANCELLATION FEES. There are a few products that we sell that are non-refundable. However, you will be made aware of that before ordering. Any products past the cancellation date cannot be changed or canceled.
What happens if the show or activity is cancelled or rained out?
In the unlikely event that a show or activity is cancelled or rained out, refunds will be handled based upon the discretion of the theater or attraction.
By using my email address, am I assured I won’t receive spam?
When creating your customer account, you will have the option to receive additional promotional emails from us. If you do not select to do so, you will only receive emails related to your account, including order and voucher information.
Is my customer account information confidential?
Is this website secure from hackers, phishing or other threats?
Our website subscribes to a service provided by TrustedSite certification. This service is indicated by the green address bar in your browser. This is the highest level of online security available on the web.
We are also tested daily with McAfee Secure, which tests our websites for vulnerabilities and other issues that help protect our customers.