Question 1

What are the opening and closing times of the stadium?

Accepted Answer

They will vary depending on the event, activity or service provided at the stadium. Please consult the corresponding event, activity or service.

Question 2

What are the public transport options to reach the stadium?

Accepted Answer

You will find detailed information on transport options on the plan your visit page.

Question 3

What is the age policy for accessing events?

Accepted Answer

It depends on the type of event.
For a sporting event, in general seating or VIP Area, minors must be accompanied by a supervising adult.
For events and concerts, minors under 16 years of age must be accompanied by a supervising adult.

Question 4

Do children pay an entrance fee?

Accepted Answer

Children need a ticket to access the venue. Prices and specific conditions will vary for each event.

Question 5

Do adults accompanying minors get in free of charge?

Accepted Answer

No.  Adults accompanying minors are required to have their own ticket.

Question 6

Is smoking allowed in the stadium?

Accepted Answer

No, smoking is prohibited in the whole stadium.

Question 7

Is there a cloakroom?

Accepted Answer

Yes, there is a cloakroom outside the stadium. Its location and fee may vary in each event.

Question 8

What happens if I don't pick up my item of clothing?

Accepted Answer

Please contact the stadium's customer service.

Question 9

What can I do if I lose something?

Accepted Answer

Please contact the stadium's customer service if you lose or misplace one of your possessions.

Question 10

How do I find my seat?

Accepted Answer

You may ask seating staff by showing them your ticket.

Question 11

Is there a security check to access the venue?

Accepted Answer

All events have security measures implemented for accessing the venue.

Question 12

How long will it take to get through the security checkpoint?

Accepted Answer

We recommend that you arrive with ample time before gates open.

Question 13

Is there access and seating for people with reduced mobility?

Accepted Answer

Yes. Please contact the organiser of your event for more information.

Question 14

Do I have to purchase a specific ticket for persons with reduced mobility?

Accepted Answer

Yes. Please contact the event organiser.

Question 15

Do I need to be accompanied to the reduced mobility area by stadium staff?

Accepted Answer

Staff will inform you at the gate where your seating area is located.

Question 16

Can I buy any ticket if I am a person with reduced mobility?

Accepted Answer

PRM tickets are available, please contact the organiser.

Question 17

Are there lifts at the stadium?

Accepted Answer

Yes, the stadium has lifts. Their operation may vary in each event.

Question 18

Can assistance dogs access the stadium?

Accepted Answer

Please contact the organiser of the event.

Question 19

I am injured and on crutches, do I need a reduced mobility ticket?

Accepted Answer

Please contact the event organiser.

Question 20

I mistakenly bought a Reduced Mobility ticket, but I don't have this condition, what should I do?

Accepted Answer

Please contact the event organiser.

Question 21

I am a person with reduced mobility, but I have bought a normal ticket. What should I do?

Accepted Answer

Please contact the event organiser.

Question 22

Can I bring food to the event?

Accepted Answer

This will be determined by the organiser. Please check the information on their website.

Question 23

Can I bring drinks to the event?

Accepted Answer

You can bring a plastic water bottle of no more than 50 cl. without a cap. Access with alcoholic beverages is prohibited.

Question 24

Can I leave and re-enter the stadium during an event?

Accepted Answer

This will depend on the organiser's policy. Please check the information on their website.

Question 25

Can I access the stadium with a camera?

Accepted Answer

This will depend on the organiser's policy. Please check the information on their website.

Question 26

Can I access the stadium with a backpack?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 27

Can I access the stadium with a banner?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 28

Can I access the stadium with my motorbike helmet?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 29

Can I access the stadium with an umbrella?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 30

Can I take an iPad or Tablet with me to take photos?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 31

Can I access the stadium with a a selfie stick?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 32

Are babies allowed in the stadium?

Accepted Answer

Babies are allowed in the stadium as long as they have a ticket.

Question 33

Is it possible to access the stadium with a baby stroller?

Accepted Answer

This will depend on the access policy of each event. Please check the information on the organiser's website.

Question 34

Are there baby changing facilities?

Accepted Answer

No. There are no baby changing facilities at the stadium.

Question 35

Are there medical services at the stadium?

Accepted Answer

Yes, there are medical services during all events.

Question 36

Where are medical services located?

Accepted Answer

During the events, medical personnel are located at different points of the pitch and throughout the stands.

Question 37

What do I do if I require medical attention?

Accepted Answer

Please contact the organisation's staff.

Question 38

Are there defibrillators at the stadium?

Accepted Answer

Yes, the stadium has defibrillators.

Question 39

Are there consumer complaint forms?

Accepted Answer

Yes. The stadium has a Customer Service department where you can request complaint forms.

Question 40

If I am a Real Madrid C.F. Club Member or Season Ticket Holder, may I access events and concerts held at the Bernabéu with my Membership Card and/or Season Ticket?

Accepted Answer

No. You may only access events and concerts with the corresponding tickets for each event. Season Tickets are only valid for access to Real Madrid C.F. football matches. Club Member Cards do not give access to concerts, events, or football matches.

Question 41

Are minors allowed to attend events?

Accepted Answer

Yes, minors under the age of 16 must be accompanied by a supervising adult.

Question 42

Is it possible to queue at the door?

Accepted Answer

Yes, feel free to queue there if you want to.

Question 43

Is it possible to camp in front of the venue?

Accepted Answer

No, camping on the street is not allowed according to current regulations.

Question 44

Do all areas have good visibility?

Accepted Answer

During the purchase process, promoters will indicate which seats may have reduced visibility, side visibility or similar issues.

Question 45

Do children have to pay admission?

Accepted Answer

Children must have a ticket to enter the venue. Prices and specific conditions may vary in each event.

Question 46

Is there a cloakroom?

Accepted Answer

Yes, there is a cloakroom outside the stadium. Its location and fee may vary in each event.

Question 47

What happens if I don't pick up my item of clothing?

Accepted Answer

Please contact the stadium's customer service.

Question 48

Is there access and seating for people with reduced mobility?

Accepted Answer

Yes. Please contact the organiser of your event for more information.

Question 49

Do I need to be accompanied to the reduced mobility area by stadium staff?

Accepted Answer

Staff will inform you at the gate where your seating area is located.

Question 50

Where can I find out about events taking place at the Bernabéu?

Accepted Answer

On our website, social media, and newsletters.

Question 51

If I am a Real Madrid C.F. Club Member or Season Ticket Holder, may I access events and concerts held at the Bernabéu with my Membership Card and/or Season Ticket?

Accepted Answer

No. You may only access events and concerts with the corresponding tickets for each event. Season TIckets are only valid for access to Real Madrid C.F. football matches. Club Member Cards do not give access to concerts, events, or football matches.

Question 52

Do adults accompanying access the stadium for free?

Accepted Answer

No. Adults accompanying minors must have a ticket of their own.

Question 53

What time can we enter the room to do the set-up?

Accepted Answer

From 7am in the morning.

Question 54

Can I use my branding and personalise the space?

Accepted Answer

Yes, as long as it is not related to the Real Madrid C.F. brand.

Question 55

Is the rental fee for a usage of half day or a full day?

Accepted Answer

The rental fee is a flat rate, regardless of the number of hours used during the day.

Question 56

Until what time can we use the space?

Accepted Answer

Until midnight. After this time, the music should be turned off and the open bar should end.

Question 57

Until what time can we dismantle?

Accepted Answer

There is no time limit for dismantling unless you do not make excessive noise. We understand that complex events need more time to dismantle.

Question 58

Can I work with my usual suppliers?

Accepted Answer

Except catering and stadium security service, all other services to adapt the space can be contracted with your usual suppliers. Real Madrid C.F. can, however, provide you with a quote for any additional services you may require.

Question 59

Do you have exclusivity with the catering?

Accepted Answer

Yes, the catering is exclusive of Real Madrid C.F.

Question 60

What optional services can you offer me within the space?

Accepted Answer

We can quote for any type of service, from audiovisuals (LED screens, sound, lighting, streaming, holograms...), stages adapted to the needs of the event, decoration options (furniture, carpet installation), entertainment options (music groups, animation, teambuilding, sports activities...), personalisation of the event, hostesses, entertainers, speakers...

Question 61

Are there any restrictions for holding the event?

Accepted Answer

Our spaces are subjected to the contraction of a guaranteed minimum for our catering service. -          50 pax for small and medium format rooms. -          150 pax for Press Conference Room + Mixed Zone and Presidential Box  -          400 pax for the pitch usage Events can be held for less than these numbers, as long as the guaranteed minimum is contracted.

Question 62

What are the terms and conditions for contracting the event and the payment format?

Accepted Answer

To confirm the booking of the chosen space, 100% of the rental fee must be paid. 50% of the global budget must be paid to two weeks before the event and the 50% of the remaining global budget must be paid up to two days before the event. You can pay either by bank transfer or by a payment link that we will send you.

Question 63

What is the cancellation policy?

Accepted Answer

The deposit will only be refunded in case Real Madrid C.F. cancels the booking due to any internal conflict, which would make incompatible the celebration of both events. The catering will have a fixed guaranteed minimum in the sent service order and the commensals may not be reduced.

Question 64

How can I access the venue?

Accepted Answer

The Santiago Bernabéu stadium is located at Avda. Concha Espina, 1. You can find the access details to each contracted space on the fact sheet of our spaces on our website.