When guests needed to reschedule, Sensorio gave them a self-serve way to return their tickets for Tixr Credits toward a future date, keeping revenue in-house and operational lift low.
Sensorio is an immersive light art experience set across the rolling landscape of Paso Robles, featuring thousands of glowing fiber-optic orbs that transform an open field. Guests pick any available day to visit, book on Tixr, and spend their evening moving through Sensorio at their own pace across installations, fire pits, live music, and food and drink options.
That flexibility is part of the appeal, but it also means a steady stream of guests who book in advance and later need to reschedule when plans change. Rather than telling guests they’re out of luck, Sensorio gave them the option to return their tickets for Tixr Credits equal to the full value of their purchase, redeemable toward any future visit.
"Tixr has given us more flexibility and control. We've streamlined operations, improved guest communication, and can manage demand and changes more efficiently." –Brittany Horning, Project and Office Manager, Sensorio
Turning Reschedules Into Repeat Visits
Most guests who can't make their date still want to visit. With Tixr Credits, they could. The full value of their ticket carries forward to a future date, the original ticket goes back into available inventory, and the visit still happens.
More than 93% of fan-initiated Credits issued were applied to a new purchase in Sensorio’s first month with the feature active. Guests who needed to reschedule still got to experience Sensorio on their own terms, keeping the relationship intact and setting the stage for the repeat visits that drive future revenue.
"Tixr lets us retain revenue while giving guests flexibility. Most people still want to visit — credits just shift the timing." –Brittany Horning
Guest Flexibility Without Friction
For guests, the alternative to Credits is rarely a good one. When plans change, most events offer no path forward at all, and the few that do require fans to track down support and wait on a response.
With Tixr Credits, Sensorio guests could handle the entire process themselves, without being locked into a new date right away. Credits appeared instantly in their Tixr account and could be applied to any future Sensorio date on their own timeline, letting them rebook when it worked for them.
And when guests did reach out for support, the Sensorio team could also issue credits directly, skipping the manual back-and-forth of a traditional exchange.
"Guests appreciate the flexibility and ease — it gives them control without added friction." –Brittany Horning
Lowering Sensorio’s Operational Lift
Managing date changes at scale is one of the quieter operational challenges for an experience that has welcomed over 850,000 visitors since opening. With guests handling returns on their own while Credits are active, the Sensorio team has spent significantly less time fielding and resolving individual support inquiries.
When a guest did contact support, the team could issue credits on their end just as quickly, making every date change faster to resolve regardless of who initiated it.
"Credits have reduced customer service volume and freed up our team to focus more on the guest experience instead of processing requests." –Brittany Horning
Credits are just one part of how Sensorio manages the full guest journey through Tixr. The team handles table reservations for the Premium Terrace (including food and beverage), post-purchase add-ons, and fan-initiated ticket upgrades through Tixr, giving guests a complete picture of their evening before they arrive. That commercial depth has paid off — revenue grew 25% year-over-year, with VIP sales nearly doubling in the same period.
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Sensorio is investing in a future built for deeper, year-round engagement, from new installations to experiences like their Winemaker Dinners, pairing full-course meals with featured winemakers, with more in the works. As that vision grows, so does the value of ticketing that scales without adding operational weight.
"We're focused on keeping the experience fresh — new installations, seasonal programming, private events, and more ways to engage guests while staying true to what makes Sensorio special." –Brittany Horning
Explore Sensorio on Tixr.
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