Frequently Asked Questions about the Royal Palace of Madrid

Yes, all our products include the access ticket to the monument (except for the purchase of the audio guide only).

If you make a booking request that includes a guided tour of the Royal Palace, you will not receive your tickets by email. Once your reservation is confirmed, you must go on the day and time of your guided tour (arrive 15 minutes before the start of the tour) to the meeting point indicated in the confirmation email. There you will receive your tickets from our staff and begin your visit with your guide.

If you make a booking request with an audio guide, you must follow the instructions in the confirmation email for download or collection.

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

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

Everyone needs tickets to access the Royal Palace of Madrid, regardless of age. Without a ticket, entry is not permitted.

Once the booking request has been made, as published on the website and explicitly accepted during the purchase process, including the last step where acceptance of the withdrawal policy is marked, tickets cannot be modified (name, date, time) or cancelled, and there is no right to a refund. No exceptions or reasons apply (COVID, illness, work-related reasons, trip cancellation, etc.), as published and defined by the relevant public authority. Once the purchase has been made, THERE WILL BE NO RIGHT TO RETURN OR REFUND, except in the following case:

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

No, as established by Law 3/2014 of March 27, amending the General Law for the Defense of Consumers and Users. Article 103 clearly states the exceptions to the right of withdrawal: 1) The supply of services related to leisure activities, if the contracts provide for a specific date or period of performance.

No food is allowed inside. There are designated areas within the premises for eating, resting, or using the restroom.

There are no cloakroom services at the Royal Palace of Madrid.

No, visits take place under any weather conditions.

On rare occasions, the monument may notify us of a closure at very short notice. In such cases, we can reschedule your visit for another day or refund 100% of your payment. Monument closures occur only in exceptional cases.