The way to retrieve your tickets depends on the type of visit booked.
FREE ENTRY OR WITH AUDIOGUIDE
In this case, you can retrieve your tickets through any of these options:
If you don’t have an account yet, you can register directly from the same pop-up by clicking on “Register”. Once created, you will be able to access and retrieve your tickets at any time.
GUIDED TOURS
In this case, you will not receive the tickets in advance. The guide will have the tickets and will hand them to you at the start of the tour. You will only need to present your voucher or confirmation email at the meeting point.
Remember to always have your booking reference number handy and check the information provided in the confirmation email, as some monuments have specific instructions.
The reservation number can be found in the confirmation email you receive at the end of the purchase. It is the number that appears at the top right and generally starts with 0 followed by 8 digits.
In addition, in all emails you receive later regarding your reservation, this number will always be indicated so you can easily locate it.
It depends on the type of Audioguide.
DIGITAL AUDIOGUIDE
If you have chosen the digital version, you can enjoy it through our app MY TOP TOUR, available for Apple and Android. (unless your visit is for the Orsay Museum or the Cathedral of Seville with augmented reality*).
Once installed, you only need to log in with the email address used for the purchase and the password you previously set up.
After completing your purchase, you will receive an email with instructions to create your password and activate your account on MY TOP TOUR. If you don't find this email, don't worry: from the login screen of the app, select the option “Forgot password” and you will receive a link to easily set it up.
Once inside the application, you can access your audioguide from the main menu in the 'Audio guides' section.
If you need additional help, you can check a brief tutorial at this LINK.
We recommend downloading the audio tracks before your visit when you have a good internet connection; this way you can listen to them offline at the monument.
* Orsay Museum: you will receive an email with instructions to download the audioguide through the 'Pop Guide' App
* Cathedral of Seville with augmented reality: you will receive an email with instructions to download the audioguide through the 'VizitAR' App
PHYSICAL AUDIOGUIDE
If you have selected a physical audioguide device, you can pick it up according to the visited monument:
• Alhambra: at the visitor service office of MY TOP TOUR, located at Paseo de la Sabica nº 32. • Casa Batlló or La Pedrera: the pickup is done directly at the monument itself. • Thyssen Museum: you can choose to either download the audioguide from the museum's official app or pick up an audioguide device right there.
We recommend arriving sufficiently early to enjoy your visit without rush.
Please contact our customer service as soon as possible at +34 958 53 50 28, clearly stating the type of mistake made.
Our team will assist you in accordance with the regulations of each monument.
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Cancellations are subject to the conditions set by each monument in its ticketing regulations. In these cases, we apply the same policy defined by the monument itself regarding cancellations.
For specific conditions of each, you can refer to the 'Cancellations' section corresponding to each monument on our website.
Date or visitor information modifications are subject to the conditions set by each monument in its ticketing regulations. In these cases, we apply the same policy defined by the monument itself regarding changes.
To check the specific conditions of each one, you can refer to the 'Cancellations' section of each monument on our website.
If you need an invoice, please fill out the form at the following link:
Billing Form
Our team will process it as soon as possible.
The meeting point for all activities is indicated in the confirmation email and, generally, also in the service description on our website for each monument under the 'Itinerary and meeting points' section.
Please note the following: • If your visit is with an audio guide or App, the meeting point corresponds to the access to the monument independently, except for the Alhambra with Audio Guide where the meeting point is our shop at Calle Paseo de la Sabica, 32 in Granada. • If your visit is guided, the meeting point is where you will meet with the guide.
We recommend arriving with sufficient time in advance (at least 15 minutes before).
It is very important to know this point to avoid issues with access to the monument.
To apply a discount code, enter it in the field 'Discount Code' during the checkout process, before completing the payment.
If you haven't found an answer to your question, click the button below “Do you still need help?” and write to us.
Our customer service department will respond to you as soon as possible.
If you have any question or comment, write to us, we will be happy to assist you!
You can book directly from our website or app: choose the activity, select the date and the number of people, and complete the payment.
Availability is always updated, so if the desired date does not appear during the purchase process, it means that it is not available for that activity.
Upon completing the booking, you will receive confirmation via email.
It is important to pay special attention to the named tickets: make sure to correctly enter the details of the documents for all participants, as they cannot be modified later.
Also, keep in mind that it is not possible to create bookings solely for children. If you are traveling with minors, they must always be included in the booking along with the adults, even in cases where there is no cost.
All our activities are conducted by professional local guides. The language of the guide is always specified in the selected product before completing the purchase. We recommend reviewing it carefully to ensure you choose the desired language.
Guided tours with audio guides allow you to explore the place at your own pace.
With My Top Tour, depending on the monument, you can have access to a digital or physical audio guide.
If your reservation includes a digital audio guide, after purchase you will receive access in the app, where you can download it along with your tickets. You will also be able to share it with the other participants of the reservation.
If your reservation includes a physical audio guide, you must collect it at:
• Alhambra: our store at Paseo de la Sabica, 32, Granada. • La Pedrera, Casa Batlló and Thyssen: directly at the monument itself.
To apply a discount code, enter it in the 'Discount Code' field during the checkout process, before completing the payment.
Monuments may close due to holidays, renovations, events, or exceptional weather conditions. Always check the activity details to see the updated information and availability.
We offer reduced rates for children, students, and seniors over 65 years old on many of our activities. Check the product sheet to see the prices by category.
The information is always up to date, so if the option does not appear during the purchasing process, it means it is not available for that activity.
We offer experiences for private groups with special prices.
Contact us indicating the activity, date, number of people, and any special requirements.
If you experience problems during the booking before entering payment details, try using another browser or device, check your connection, and try again.
If the problem occurs after entering payment details, before making a new booking, check if you have received the confirmation email and if the charge appears on your account.
If the amount is held but you have not received the confirmation email, please contact our customer service through the form you find below by clicking the button ¿Still need help?
We will get in touch with you as soon as possible.
