The museam is fantastic and would highly recommend. However, plan to go directly to the museum to purchase your tickets. While Viator sends you multiple messages on your tour through their app and email, none of them will actually get you into the museum. We specifically purchased through Viator to skip the lines and simplify. Instead we got exactly the opposite. We had to wait in line, spent 20 minutes at the ticket counter and reviewed everything we received from Viator. Ultimately, the agent said nothing Viator sent was valid for entry and we had to repurchase our tickets for entry. When I followed up with Viator they said they would review a possible refund and I would need to submit as much documentation as possible to support my claim for a refund. The whole experience was a nightmare and I paid twice and now I need to justify a refund for potential consideration? Run from booking this trip on Viator and go directly to the museum. The line was reasonable and Viator will only result in major headaches for you. Also, I am a very regular customer with Viator and use Viator for all my tour bookings. With this experience, they have lost a loyal customer and don’t seem to care.
Thank you for sharing your feedback. We’re pleased to hear that you enjoyed the Reina Sofía Museum. Regarding the tickets, we would like to clarify that the valid entry tickets were sent via WhatsApp to the contact number provided in the booking, in good time before the visit. We had also previously tried to reach you by email and through WhatsApp, and our listing clearly advises guests to check these channels for ticket delivery. Unfortunately, it appears that the tickets may not have been seen or used at the time of entry, which led to the unnecessary inconvenience described in your review. We’re sorry that this caused frustration, but the tickets were provided correctly and on time.
