Preguntas frecuentes | My Top Tour

What documentation do I need to access the monument?

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

Can I bring the tickets in digital format?

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

Do children need tickets?

Everyone needs tickets to access the monument regardless of their age. Without a ticket, access will not be granted.

Can I modify or cancel my tickets?

Once a reservation request is made, as published on the website and communicated in several steps during the purchase process, you accept the withdrawal policy. Therefore, it will not be possible to modify the name, date, or time, nor cancel the tickets, and no refunds will be issued. No exceptions are possible for any reason (COVID, illness, work reasons, trip cancellation, etc.), as published in the public regulations of the monument in the Resolution of January 16, 2020, of the Alhambra and Generalife Board of Trustees, which establishes the Visit, Marketing, and Other Public Uses Regulations of the Alhambra and Generalife Monumental Complex and its assigned assets. It states that “Purchased tickets are non-refundable except in the following cases”: -When it was not possible to carry out the visit due to a fault attributable to the Alhambra and Generalife Board of Trustees. -When any of the circumstances established in Article 35 of Decree 40/2017, of March 7, regulating the organization and operation of the General Treasury of the Junta de Andalucía and revenue management, occur. The refund will be processed according to the procedure established in Chapter III of Decree 40/2017, of March 7. Under no circumstances will the management commission fee charged in the ticketing and sales system be refunded.

Can I exercise the right of withdrawal?

No, as stated in Law 3/2014, of March 27, which amends the consolidated text of the General Consumer and User Protection Law and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16. Specifically, Article 103 mentions exceptions to the right of withdrawal: The supply of accommodation services for purposes other than housing, transportation of goods, vehicle rental, food delivery, or services related to leisure activities, if the contracts stipulate a specific date or period of execution.

When will I receive my tickets for the guided visit to the Alhambra?

If you make a reservation request that includes a guided tour, you will not receive your tickets via email. Once your reservation is confirmed, you must go to the meeting point on the day and time of your guided tour (15 minutes before the start), near the La Mimbre Restaurant, located just before the access pavilion to the Alhambra and near the C30 and C32 bus stops. There, you will receive your tickets from our staff and begin the visit with your guide. Remember, your visit will be strictly limited to the route included with your ticket. If you have not reserved the complete tour, including access to the Nasrid Palaces, you will not be able to visit that part. The conditions and specifications are indicated during the purchase process and in the information for the visit, tour, or activity.

When will I receive my tickets for the audioguide tour of the Alhambra?

Depending on the option chosen. For visits with the APP audioguide, you can access the monument once you receive the tickets and instructions to use the app. If you choose the option with a physical audioguide, you will receive your tickets and the device at the MEETING POINT, which is at the My Top Tour Tickets Office: Paseo de la Sabika nº32, next to the Hotel Guadalupe. IMPORTANT: We recommend arriving approximately 30 minutes before your reservation time unless your reservation is at 8:30 AM, in which case we kindly ask you to arrive about 10 minutes before.

In the case of making a reservation that includes a GUIDED TOUR

If you make a reservation request that includes a guided tour, you will not receive your tickets via email. Once your reservation is confirmed, you must go on the day and time of your guided tour (15 minutes before the start) to our Visitor Reception Center at Paseo de la Sabica, nº 32. There, you will receive your tickets from our staff and begin the visit with your guide. Remember, your visit will be strictly limited to the route included with your ticket. If you have not reserved the complete tour, including access to the Nasrid Palaces, you will not be able to visit that part. The conditions and specifications are indicated during the purchase process and in the information for the visit, tour, or activity.

What is the maximum confirmation time for my reservation?

Please note that you are making a reservation request. Our Reservations Department will try to process this request as soon as possible. The confirmation period should not exceed 72 hours, except during peak seasons when it may take a few more hours. If the reservation is for a shorter time frame, we will respond urgently. The amount will be blocked for the reservation request to ensure funds are available if the reservation is confirmed.

Can food be consumed inside the Alhambra?

Eating is not allowed inside the Palaces, Alcazaba, Gardens, or Generalife. Certain designated areas within the complex are available for eating, resting, or using the restroom.

Can the site be accessed in a wheelchair?

The monumental complex has an established itinerary for visitors accessing it in wheelchairs. The route can be seen at the following link: https://www.granadadirect.com/images/alhambra/alhambra-acceso-discapacitados.png Additionally, the Alhambra offers a wheelchair loan service. These can be collected at the access pavilion, subject to availability. You must present your ID or passport and complete the specified loan form. Once the visit is over, you must return the wheelchair.

Can I bring the tickets in digital format?

Yes, no problem. They can be provided in any digital format.

How can I reach the Mosque and its surroundings?

By booking our transfers from your accommodation. By car: there are nearby public and private parking lots. By bus: urban lines 3 and 12, stop at “Puerta del Puente.” By taxi: stop at C/ Torrijos n.º 6. On foot: head towards the historic center.

How early should I arrive?

You need to arrive approximately 10 minutes before at the meeting point.

Is the Mosque wheelchair accessible?

Yes, it is wheelchair accessible with a specific route.

Can I modify or cancel my tickets?

Each product has specific change and cancellation policies that you can consult on its page. Some state that once a reservation request is made, as published on the website and in several steps during the purchase process, you accept the withdrawal policy. Therefore, it will not be possible to modify the name, date, or time, nor cancel the tickets, and no refunds will be issued. No exceptions are possible for any reason (COVID, illness, work reasons, trip cancellation, etc.). While others allow the reservation to be modified or canceled with a specified notice period (we recommend reviewing the cancellation policy of each product on the website).

Can I exercise the right of withdrawal?

No, as stated in Law 3/2014, of March 27, which amends the consolidated text of the General Consumer and User Protection Law and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16. Specifically, Article 103 mentions exceptions to the right of withdrawal: l) The supply of accommodation services for purposes other than housing, transportation of goods, vehicle rental, food delivery, or services related to leisure activities, if the contracts stipulate a specific date or period of execution.

Are there restaurants nearby?

Yes, there are several restaurants, bars, and kiosks located near the Mosque where you can eat or buy sandwiches, refreshments, pastries, etc.

How far in advance should I book tickets?

It is recommended to book as soon as possible since tickets sell out quickly.

Is there a cloakroom service at the Mosque?

No. There are establishments near the monument that do offer this service.

Can I visit with a baby stroller?

The monument is accessible for visiting with a stroller except for the bell tower, where it is not feasible for obvious reasons.

Is there parking at the Mosque?

There are several parking options near the monument, but they are not managed by it, and the rates may vary depending on the company.

Which days is the Mosque closed?

On December 25 and January 1, the Mosque will remain closed all day except for Mass.

When will I receive my tickets for the guided visit to the Mosque?

If you make a reservation request that includes a guided tour, you will not receive your tickets via email. Once your reservation is confirmed, you must go on the day and time of your guided tour (presentation 15 minutes before the start of the tour) to the corresponding meeting point (you can check this in your email or on the product's web page). There, you will receive your tickets from our staff and begin the visit with your guide. The conditions and specifications are indicated during the purchase process and in the information for the visit, tour, or activity.

When will I receive my tickets for the audioguide tour of the Mosque?

For your APP audioguide visit, you can access the monument once you receive the tickets and the instructions to use the app (24-48 hours before via email).

What should I wear to visit the Mosque?

As it is a religious monument, certain dress codes must be followed. Transparent clothing, bare shoulders, swimwear, or skirts and shorts that do not cover the thigh are not allowed.

Can I bring digital tickets?

Yes, no problem. They can be presented in any digital format.

How can I get to the Royal Alcázar of Seville and its surroundings?

By booking our transfers from your accommodation. By car: there are nearby public and private parking lots. By metro: Line 1 (Puerta Jerez). By taxi: stop at Avenida Menéndez Pelayo. On foot: follow the signs to the historic center.

What documents do I need to access the monument and the tours?

You must bring your original ID card or passport. Photocopies, pictures, or any other format that is not the original will not be accepted.

How early should I arrive?

It is necessary to arrive about 10 minutes early at the meeting point for guided tours. For tickets with audio guides or self-guided entry, it is also recommended to arrive about 10 minutes early.

Is the Royal Alcázar wheelchair accessible?

Yes, it is wheelchair accessible with a specific route.

Can I modify or cancel my tickets?

Each product has specific policies for changes and cancellations that you can consult on its page. Some establish that once a reservation request has been made, as stated on the website and throughout the purchase process, you accept the withdrawal policy. Therefore, it will not be possible to modify the name, date, or time, nor cancel the tickets. There is no right to a refund, regardless of the reason (COVID, illness, work reasons, trip cancellation, etc.).

Can I exercise the right of withdrawal?

No, as stated in Law 3/2014, of March 27, amending the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16. As indicated in article 103, regarding the exceptions to the right of withdrawal: The supply of accommodation services for purposes other than housing, transportation of goods, vehicle rentals, meals, or leisure-related services, if the contracts specify a specific date or period of execution.

Are there restaurants nearby?

Yes, there are various restaurants and bars near the Royal Alcázar, offering a wide range of prices and options.

How far in advance should I book tickets?

It is recommended to book as early as possible since tickets sell out quickly.

Are there nearby parking facilities?

There are several parking options near the monument, but they are not managed by the Royal Alcázar and rates may vary depending on the company.

What days is the Royal Alcázar of Seville closed?

The Royal Alcázar is closed on December 25, January 1 and 6, and Good Friday.

When will I receive my tickets for the guided tour?

If you make a reservation request that includes a guided tour, you will not receive your tickets via email. Once your reservation has been confirmed, you must go to the meeting point at the designated date and time of your guided tour (15 minutes before the start of the tour). There, our staff will hand you your tickets, and you can begin the tour with your guide. Conditions and specifications are provided during the purchase process and in the tour or activity information.

When will I receive my tickets for the audioguide tour?

For your audioguide APP tour, you can access the monument once you receive the tickets and instructions to use the app (24-48 hours prior via email).

Can I bring digital tickets?

Yes, no problem. They can be presented in any digital format.

How can I get to the Royal Alcázar of Seville and its surroundings?

By booking our transfers from your accommodation. By car: there are nearby public and private parking lots. By metro: Line 1 (Puerta Jerez). By taxi: stop at Avenida Menéndez Pelayo. On foot: follow the signs to the historic center.

What documents do I need to access the monument and the tours?

You must bring your original ID card or passport. Photocopies, pictures, or any other format that is not the original will not be accepted.

How early should I arrive?

It is necessary to arrive about 10 minutes early at the meeting point for guided tours. For tickets with audio guides or self-guided entry, it is also recommended to arrive about 10 minutes early.

Is the Royal Alcázar wheelchair accessible?

Yes, it is wheelchair accessible with a specific route.

Can I modify or cancel my tickets?

Each product has specific policies for changes and cancellations that you can consult on its page. Some establish that once a reservation request has been made, as stated on the website and throughout the purchase process, you accept the withdrawal policy. Therefore, it will not be possible to modify the name, date, or time, nor cancel the tickets. There is no right to a refund, regardless of the reason (COVID, illness, work reasons, trip cancellation, etc.).

Can I exercise the right of withdrawal?

No, as stated in Law 3/2014, of March 27, amending the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16. As indicated in article 103, regarding the exceptions to the right of withdrawal: The supply of accommodation services for purposes other than housing, transportation of goods, vehicle rentals, meals, or leisure-related services, if the contracts specify a specific date or period of execution.

Are there restaurants nearby?

Yes, there are various restaurants and bars near the Royal Alcázar, offering a wide range of prices and options.

How far in advance should I book tickets?

It is recommended to book as early as possible since tickets sell out quickly.

Are there nearby parking facilities?

There are several parking options near the monument, but they are not managed by the Royal Alcázar and rates may vary depending on the company.

What days is the Royal Alcázar of Seville closed?

The Royal Alcázar is closed on December 25, January 1 and 6, and Good Friday.

When will I receive my tickets for the guided tour?

If you make a reservation request that includes a guided tour, you will not receive your tickets via email. Once your reservation has been confirmed, you must go to the meeting point at the designated date and time of your guided tour (15 minutes before the start of the tour). There, our staff will hand you your tickets, and you can begin the tour with your guide. Conditions and specifications are provided during the purchase process and in the tour or activity information.

When will I receive my tickets for the audioguide tour?

For your audioguide APP tour, you can access the monument once you receive the tickets and instructions to use the app (24-48 hours prior via email).

Frequently Asked Questions

Alhambra

Mosque

Royal Alcazar

Sagrada Familia