Frequently Asked Questions about your tickets to the Prado Museum
How and when will I receive my tickets?
1. Booking confirmed
After completing your purchase, you will receive a confirmation email for your booking. 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 making the booking in order to correctly issue the tickets.
2. Ticket delivery
Our delivery commitment is:
- Up to 24 hours before the visit for advance bookings.
- Up to 1 hour before the visit for bookings made less than 24 hours in advance.
When 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.
3. Exception: tours with in-person ticket delivery
For guided tours, tickets are not sent in advance because they are delivered directly by the guide to our customer.
- Delivery takes place at the meeting point on the day and time of the visit.
- The customer must go to the meeting point indicated in the booking confirmation email.
The type of tour purchased (digital delivery or in-person delivery) is clearly indicated in the booking confirmation email sent immediately after purchase.
What does the purchase of a Prado Museum Ticket include?
When purchasing a ticket to the Prado Museum, access to the permanent collection and, where applicable, to the temporary exhibitions in force on the date of the visit is included.
If I book a GUIDED TOUR of the Prado Museum, is the entrance ticket included? +
Yes, bookings that include a guided tour cover both the guide service and museum admission. It is advisable to verify the specific details at the time of booking to confirm that both services are included.
If I make a booking that includes a Prado AUDIO GUIDE, is the entrance ticket included? +
Yes, the ticket is included. The audio guide is an additional service purchased together with the entrance ticket.
What documentation do I need to access the Prado Museum? +
To access the Prado Museum, it is necessary to present the corresponding ticket, either in digital or printed format.
Can I carry my museum tickets in digital format? +
Yes, the Prado Museum accepts tickets in digital format. You can show your ticket on your mobile device to the access staff.
Do children need to purchase Prado Tickets? +
Yes, all visitors, regardless of age, need a ticket to access the museum. However, there are reduced rates for children between 6 and 12 years old.
Can I modify or cancel my Tickets? +
Once the booking request has been made, as published on the website and explicitly accepted during the purchase process, including the final step where the withdrawal policy is accepted, it will not be possible to modify the name, date, or time, nor to cancel the tickets; therefore, you will not be entitled to any refund. No exceptions are possible for any reason (COVID, illness, work-related reasons, trip cancellation, etc.), as published and defined by the monument’s return and cancellation policy. Once the Purchase has been completed, THERE WILL BE NO RIGHT TO RETURN OR REFUND OF THE AMOUNT PAID, in accordance with the monument’s public regulations, except in the following cases:
- 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 processed automatically using the same payment method used for the ticket purchase.
Can I exercise my right of withdrawal? +
No, as stated in 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. As indicated in Article 103 regarding exceptions to the right of withdrawal:
(l) The supply of services related to leisure activities if the contracts provide for a specific date or period of performance.
Is it allowed to eat inside the museum? +
It is not permitted to consume food or drinks in the museum’s exhibition rooms. However, the Prado Museum has Café Prado, where visitors can have breakfast, lunch, or a snack. Café Prado is open Monday to Saturday from 10:00 am to 7:30 pm, and Sundays and public holidays from 10:00 am to 6:30 pm.
Is there a cloakroom service at the monument? +
Yes, the Prado Museum offers a free cloakroom service where visitors can leave coats and personal items that cannot be taken into the exhibition rooms. This service is available at all museum entrances, although capacity is limited.
Is the visit canceled in case of rain? +
No, visits to the Prado Museum are not canceled in case of rain, as it is an indoor space. The museum remains open according to its regular schedule, regardless of weather conditions.
What happens if the monument closes? +
In the unlikely event that the Prado Museum closes on the date and time of your visit, it is recommended to contact our customer service department directly for information regarding possible refunds, date changes, or any other solution that may be offered.