Frequently Asked Questions about your tickets to the Reina Sofía Museum in Madrid
How and when will I receive my tickets?
1. Booking confirmation
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 this form within 30 minutes of booking so that the tickets can be correctly issued.
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.
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. In addition, 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, as they are delivered directly to the customer by the guide.
- Delivery takes place at the meeting point, on the day and at the 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, which is sent immediately after purchase.
Is the entrance ticket to the Reina Sofía included in my purchase?
Yes, entrance tickets to the museum are included in all our tours.
What should I do if I have a booking with a GUIDED TOUR?
When you purchase a ticket with a guided tour, we inform you of the meeting time and place. We recommend arriving at least fifteen minutes early so you can prepare comfortably.
What should I do if I purchased my tickets with an AUDIO GUIDE?
When you purchase tickets with an audio guide for the Reina Sofía Museum, you will receive two emails. One is the purchase confirmation, and the other contains a link to your private area with access instructions, where you will find both the tickets and the audio guide.
What documentation do I need to access the monument?
The tickets are not nominative.
Can I carry my tickets in digital format?
Yes, when you purchase your tickets, they will be delivered in digital format and can be presented that way. At the time of entry, you may be asked to zoom in on the code displayed on your screen or increase the screen brightness for better readability.
Do children need tickets to access the Reina Sofía Museum?
Children enter the Reina Sofía Museum free of charge; depending on their age, they may be asked to present an identity document at the entrance to confirm eligibility for free admission.
Can I change or cancel my tickets to the Reina Sofía Museum?
No. Once the ticket purchase has been completed, it is not possible to modify details such as name, date, or time. Tickets cannot be canceled either, so refunds are not available. These purchase conditions are specified during the online purchase process on our website and are explicitly accepted in our cancellation policies.
No exceptions of any kind are contemplated (illness, COVID-19, work-related reasons, or trip cancellation).
Once the purchase is effective, RETURNS AND REFUNDS ARE NOT ACCEPTED. Only one exception is considered: if the monument closes without prior notice due to force majeure. In such a case, a full refund of the ticket price will be issued automatically using the same payment method used for the purchase.
Can I exercise the right of withdrawal?
There is no right of withdrawal in accordance with Law 3/2014 of March 27, which amends the consolidated text of the General Law for the Defense of Consumers and Users, approved by Royal Legislative Decree 1/2007 of November 16. Article 103, which lists the exceptions to the right of withdrawal, establishes that the right of withdrawal does not apply to: (l) The provision of services related to leisure activities, where the contract provides for a specific date or period of performance.
Is it possible to eat inside the monument?
No, eating or drinking is not permitted inside the Reina Sofía Museum, nor is it allowed to bring food or drinks into the facilities. However, there is a café available inside the monument.
Is there a cloakroom service at the monument?
Yes, there is a cloakroom service at the museum, although availability is limited, and visitors are advised to arrive without belongings that require storage.
Is the visit canceled in case of rain?
No, the visit to the Reina Sofía Museum can take place regardless of weather conditions.
What happens if the monument closes?
If the monument has to close due to force majeure, the option to reschedule the visit for another date and time will be offered, and if such a change is not possible, a full refund of the ticket amount will be issued using the same payment method used for the purchase.
Are pets allowed to enter the monument?
No, animals are not allowed to enter the Reina Sofía Museum, except for assistance dogs or therapeutic support dogs that are duly justified.
Can I enter the Reina Sofía Museum at a different time than the one selected during my purchase?
No, in order to control capacity, it is necessary to attend your visit on the selected date and time.
How long can I stay inside the Reina Sofía Museum?
There is no time limit for enjoying the museum once you enter. In addition, keep your ticket for the entire day because, once you have accessed the venue, it will allow you to exit and re-enter if needed.
How much time do I need to visit the Reina Sofía Museum?
A visit to the Reina Sofía Museum to see the main works can take approximately 2 hours. If you also wish to see the temporary exhibitions, you can spend between 3 and 4 hours in total.
Which are the 3 most important museums in Madrid?
Known as the “Art Triangle,” the three most important museums in Madrid are the Reina Sofía Museum, the Prado Museum, and the Thyssen-Bornemisza National Museum.
What works of art are displayed at the Reina Sofía Museum?
Without a doubt, the most representative work at the Reina Sofía Museum is Picasso’s Guernica, but there are many other extremely important works in the museum, such as The Face of the Great Masturbator by Dalí, Woman and Dog in Front of the Moon by Miró, or The Fair, by Maruja Mallo, among many others.