Frequently Asked Questions about the Royal Palace of Madrid

After completing your purchase, you will receive a booking confirmation email. If the tickets are nominative, you will always receive a form to complete your personal details via email, WhatsApp and SMS. It is essential to complete it within 30 minutes of booking in order to issue the tickets correctly.

Our delivery commitment is:

Once the tickets are available, you will receive them by email and, additionally, we may send them via WhatsApp and/or SMS for your convenience. Furthermore, 24 hours before your visit, you will receive an automatic reminder through the same channels.

For guided tours, tickets are not sent in advance, as they are delivered directly by the guide to our client.

The type of tour purchased (digital delivery or in-person delivery) is clearly indicated in the booking confirmation email sent immediately after purchase.

Yes, all our products include the monument entrance ticket (except when purchasing only the audioguide).

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

If you book with an audioguide, you must follow the instructions indicated in your confirmation email for download or collection.

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

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

Everyone needs a ticket to access the Royal Palace of Madrid regardless of age. Without a ticket, access to the monument will not be permitted.

Once the booking request has been made, as published on the website and explicitly accepted during the purchase process (including acceptance of the cancellation policy), it is not possible to modify the name, date, time, or cancel the tickets. Therefore, no refund is available. There are no possible exceptions (COVID, illness, work-related reasons, trip cancellation, etc.), as defined by the monument: “Once tickets have been purchased, no refunds or changes will be accepted, and the purchase is final.” After purchase, THERE IS NO RIGHT TO REFUND OR REIMBURSEMENT, in accordance with the monument’s public regulations, except in the following case:

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

No. As established by Law 3/2014 of March 27, amending the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of November 16. Article 103 states, regarding exceptions to the right of withdrawal:
1) The provision of services related to leisure activities if the contracts provide for a specific date or period of performance.

Eating inside is not allowed. There are designated areas within the premises for eating, resting or using the restroom.

There is no cloakroom service at the Royal Palace of Madrid.

No, the visit takes place under any weather conditions.

On exceptional occasions, the monument may notify us of a closure with very little notice. In this case, we can reschedule your visit for another day or refund 100% of your payment. Monument closures occur only rarely.