I purchased 4 tickets for my family for the 14:00 tour on Monday, 13 July. One of my children, who is 3 years old, became unwell on our way to the Bernabéu Stadium, which caused a delay. As a...
I purchased 4 tickets for my family for the 14:00 tour on Monday, 13 July. One of my children, who is 3 years old, became unwell on our way to the Bernabéu Stadium, which caused a delay. As a result, we arrived approximately one hour late. Unfortunately, despite explaining the situation, we were not allowed to enter the stadium. I had paid €140 for the tickets, so this was very disappointing for my family and me. I understand that there are entry policies, but considering the circumstances, I had hoped for more flexibility or assistance. The experience was upsetting, and I do not feel that the situation was handled in a customer-friendly manner.