Last updated: 20 October 2026

1. Purpose and scope

These Terms and Conditions govern all bookings made on real-alcazar.es with SPOON, a French limited liability company (SARL), registered office 3, boulevard Jean Monnet, 56260 Larmor-Plage, France, SIRET 915 021 828 00016 (full details in our Legal Notice). By confirming a booking, the customer accepts these Terms and Conditions in full.

2. Our concierge service

SPOON is an independent concierge service. SPOON purchases official admission tickets to the Real Alcázar de Sevilla in the customer’s name and on their behalf. SPOON does not resell tickets and is not the official ticket office, owner, operator or representative of the Real Alcázar de Sevilla, and is not affiliated with the Patronato del Real Alcázar.

Our concierge service includes: handling and securely processing the ticket purchase, checking availability, delivering the confirmed official tickets, personalised assistance and customer support, and access to our multilingual audio guide.

Customers who prefer to buy their tickets directly, without concierge fees, can do so on the official website: www.alcazarsevilla.org

3. Mandate

By ticking the acceptance box and confirming payment, the customer expressly authorises SPOON to purchase official admission tickets to the Real Alcázar de Sevilla in their name and for their account, for the date, time slot, number of visitors and visitor categories selected during booking.

4. Prices

The total price of each booking includes:

• the official admission price, set by the Patronato del Real Alcázar for each visitor category, passed on at cost and paid to the official provider in the customer’s name
• the concierge service fee, which includes access to our multilingual audio guide, set per visitor category
• a payment handling fee equal to 5% of the booking amount, charged by SPOON

Concierge service fees and the payment handling fee are SPOON’s own fees and are separate from the official admission price. The detailed breakdown and the total price, including all fees, are displayed before payment. Prices are in euros and include all applicable taxes.

5. Booking process

To book, the customer selects the date and time slot, the number of visitors and their categories, enters their details, reviews the booking summary and price breakdown, ticks the acceptance box and pays. The contract is concluded once payment is confirmed. A confirmation is sent by email to the address provided.

The customer is responsible for the accuracy of the information provided, in particular visitor names, categories and email address. Errors may prevent the issuing of tickets or access to the monument.

6. Payment

Payment is made by bank card through our secure payment provider Stripe, at the time of booking. The customer’s bank may require additional authentication (3D Secure). SPOON never has access to or stores card details.

7. Delivery of tickets

Official tickets are sent by email to the address provided at booking. The customer should check their spam folder. If tickets have not been received 24 hours before the visit, the customer must contact us at booking@real-alcazar.es.

8. Reduced and free tickets

Reduced and free admission categories (seniors, students, children) are subject to the eligibility rules of the Real Alcázar de Sevilla. Visitors must present valid proof of eligibility (identity document, student card) at the entrance. SPOON cannot be held responsible if the monument refuses access because a visitor does not meet the conditions of the category booked.

9. Visit conditions

Each visit is subject to the access rules of the Real Alcázar de Sevilla, including entry times, security checks and prohibited items. We recommend arriving 15 to 30 minutes before the time slot. Late arrival may result in refusal of entry by the monument. Tickets must be kept throughout the visit.

10. Right of withdrawal

In accordance with Article L221-28, 12° of the French Consumer Code, the right of withdrawal does not apply to leisure services to be provided on a specific date or during a specific period. Bookings made on real-alcazar.es are therefore not subject to a right of withdrawal.

11. Cancellation and modification by the customer

Official admission tickets are non-cancellable, non-modifiable and non-refundable, in accordance with the conditions of the Real Alcázar de Sevilla. The concierge service is performed as soon as the booking is confirmed. Consequently, no refund is due in the event of cancellation, modification, no-show or late arrival by the customer.

12. Cancellation or closure by the monument

If the Real Alcázar de Sevilla cancels a visit or closes all or part of the monument, SPOON will pass on to the customer any refund obtained from the official provider, in accordance with its policy. Concierge service fees and the payment handling fee cover services already performed and remain due, without prejudice to the customer’s statutory consumer rights.

13. Payment disputes

A chargeback does not constitute a cancellation request. Any payment dispute will be handled in accordance with the procedures of the card network and the issuing bank. SPOON reserves the right to provide evidence of the booking, the delivery of tickets and the services performed.

14. Liability

SPOON is responsible for the proper performance of its concierge service. SPOON cannot be held responsible for decisions of the Real Alcázar de Sevilla (opening hours, closures, access rules, content of the visit), for events of force majeure, or for consequences of inaccurate information provided by the customer.

15. Audio guide

The audio guide is provided for the personal, private use of the customer and the visitors included in the booking. Its content is protected by intellectual property rights and may not be reproduced or distributed.

16. Customer service, complaints and mediation

For any question or complaint, contact us at booking@real-alcazar.es. We will reply as soon as possible.

In accordance with the provisions of the French Consumer Code on consumer dispute mediation, after contacting us first and in the absence of a satisfactory response, the customer may use a free consumer mediation procedure with: CM2C, 49 rue de Ponthieu, 75008 Paris, France, phone +33 1 89 47 00 14, website www.cm2c.net/declarer-un-litige.php, email litiges@cm2c.net.

17. Personal data

Personal data collected during booking is used solely to purchase tickets in the customer’s name, deliver them and provide customer support. Details on the customer’s rights are set out in our Legal Notice.

18. Applicable law

These Terms and Conditions are governed by French law. This does not deprive consumers residing in another country of the protection afforded to them by the mandatory provisions of the law of their country of residence.