Frequently asked questions

Yes, the entrance ticket to the monument is included in all our products (with the exception of the purchase of the audio guide only).

If you make a booking request that includes a guided tour, you will not receive your tickets via email. Once your booking has been confirmed, you must go to the meeting point indicated in your booking confirmation email on the day and time of your guided tour (15 minutes before the start of the tour). There you will receive your tickets from our staff and you will be able to start the tour with your guide.

If you make a booking request with audioguide you must follow the instructions indicated in the booking confirmation email to download or collect it.

It is essential to carry your original physical ID card (DNI) or passport.

Yes, no problem. They can be provided in any digital format as long as the QR code is legible.

Everyone needs a ticket for access, regardless of age. Without a ticket they will not be able to access the monument.

Once the reservation request is made, as published on the website and explicitly accepted during the purchase process, including the final step where the withdrawal policy is accepted, neither name, date, time, nor tickets can be modified or canceled, and therefore, there is no right to any refund. There are no possible exceptions or reasons (COVID, illness, work-related reasons, trip cancellation, etc.), as published and defined by the return and cancellation policy of the monument published by the Government of Spain, Patrimonio Nacional, owner of the Royal Palace in Madrid: “Once tickets are purchased, no returns or exchanges will be accepted, and the purchase is considered final.”

Once the Purchase is made, THERE WILL BE NO RIGHT TO RETURN OR REFUND OF THE AMOUNT PAID, according to the public regulations of the monument, except in the following cases:

• In the event that a purchased service cannot be provided due to the closure of the monument, you will be entitled to a full refund, which will be made automatically using the same method used for payment of the ticket.

No, as stated in Law 3/2014, of 27 March, which amends the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of 16 November. As indicated in its article 103, relating to the exceptions to the right of withdrawal:

1. (l) The supply of services related to leisure activities, if the contracts provide for a specific date or period of performance.

It is not possible to eat inside the monument. There are certain places inside the monument for eating, resting or going to the toilet.

There are no lockers.

No, the visit can be made in all weather conditions.

On exceptional occasions the monument gives us very short notice of its closure. In this case we can relocate you to another day or refund 100% of your money. Closure of the monument occurs on rare occasions.