We never received the tickets and tour guide never showed up so we had to purchase extra tickets to get inside the palace. Tried to find a guide but nobody was able to help us. Also tried to call their customer service but the call just goes off after a minute or so. When we mentioned the name Pancho Tours inside, one of the workers just rolled their eyes and said oh no! and didn’t want to comment further. We still haven’t received our tickets, this is 3 hours after the tour was meant to commence. We will ask for a full refund and hope for the best, but our advice is to stay away from them and find a legitimate tour provider.

COMPANY IS A KNOWN SCAM - DO NOT USE THEM EVER. I am sad to say I fell for this. I bought tickets quickly on my mobile phone and did not do my usual due diligence. The website is designed to confuse consumers into thinking it is affiliated with the Palacio Real - it is not. I purchased tickets and audio guide for Dec. 17th at 1:15 pm. I ran to the Palace and waited, kept calling, emailing and texting and never received my tickets or audioguide. I spoke to the Visitor Information kiosk and they told me I had fallen for a scam, that this happens to hundreds of tourists. They also told me the price charged is 3x what the actual tickets cost. I then went to the Palace ticket office and they told me the same thing - Pancho Tours is a well known scammer that unfortunately keeps getting away with this. NEVER BUY TICKETS ANYWHERE OTHER THAN THE OFFICIAL PALACE WEBSITE OR TICKET OFFICE. I had to buy new tickets at the palace. Pancho Tours claimed they sent me the tickets but I never received anything. Then, almost comically, they sent me the tickets and audio guide on December 18th, 23 hours after my scheduled visit. Those tickets haven't even been opened or accessed. I am now struggling to get reimbursed by my credit card company.

Just go directly to the palace. They gave me the wrong time then when I called (I was early thank goodness) no one answered. Save your self some money and book direct.

We booked our tickets for the Royal Palace through Pancho Tours (by accident) their website popped up and looked very similar to the official palace website. We were sort of surprised by the expense for the tickets to tour the palace and the fact that we were forced to purchase the "audio guide" but went ahead with our purchase. We saved the email and downloaded our tickets when we arrived at the palace, not reading the fine print because we had secured the tickets and could go ahead with our plans. We did not realize that we needed to bring our own headphones (to listen to Pancho's tour) and we would not be listening to the "official" palace tour and able to pick up the audio guide upon arrival at the palace. When I went to pick up the audio guide at the palace the gentleman looked at me and said "you booked with Pancho, we don't support Pancho and we can't help you, you should have purchased directly from us!" This made it obvious to me that I am not alone in this. I feel very cheated! We were unable to listen to Pancho's tour because we did not have headphones.

A total scam they make it look like it’s the official royal place site, charge you a fortune. All they do is buy the tickets from the official site give you an audio guide that you can get for free and charge you double the price. The Royal place people say it’s a known scammer. DO NOT use them

DO NOT USE THIS COMPANY!! We purchased 4 tickets for the Royal Palace + Audioguide Tour. I received the tickets and instructions to download an audioguide app and was told that I would receive a code to use the audioguide. After not receiving the code, I started messaging them. They sent a code which did not work. I messaged them back and they sent a new code telling me to wait until the day of the visit. I sent multiple messages asking if the code would work for all 4 of us and they never answered. We showed up for out tour and the code did not work. I messaged several times with no reply. I went to a Audioguide desk inside the Palace for assistance and showed them our tickets. They took one look at the tickets and said the company was scammers who scam people out of money every day. Avoid my mistake and go directly to the Palace website and purchase your tickets for 16E. THEY ARE CROOKS!

Booked on-line for 2 tickets with audio guide - not knowing it was over double the price of the official website prices. Audio guides from the palace are not included - this is done via your mobile, ours did not work. When we showed the palace rep. our email she advised the website was a scam. Please beware.

Should have read the reviews before booking ! A complete scam!! No one showed up with our tickets ! And each ticket was two times more than what the official website offers! We waited over an hour ! With two little kids, a hot summer day ! It was miserable! No one responded over WhatsApp or email or phone. Finally we had to get tickets ourselves by standing in line for an hour. Now I don’t know how to process the refund too !

My husband (Andre de Souza) and I have bought 2 tickets for Palacio Real in Madrid for today (July 02nd, 2024), but unfortunatelly the guide tour did not have our name on the list and we could not enter. We called in the phone that was in the email confirmation and the agency (amigo) did not find our confirmation as well. We tried to call in the phone from Pancho and nobody answer the phone at all. We tried also to send a claim through their website and it was not possible because it gives an error. We find ourselves stolen by this company.

Terrible, guide did not show up. Could not get the contracted tour company on the phone . It’s ridiculous, just crushed was so prepared to see The museum and take the tour.

Scam. Don’t buy an audio guide and ticket through them. They charge you 28 euros extra for nothing. Ignore their website, they have a no refund policy even if you cancel immediately. There are plenty of tour guides on site willing to give a private tour if you wish.

I booked a tour through Feel the City Tours (booking ID 4316527005) for the Madrid Royal Palace. I guess they contracted out to Pancho Tours because Pancho Tours sent me an email on Jul 7th, cancelling the tour due to lack of a tour guide. They said I'd get a refund within 5-7 business days. Fine. That time had passed, so i followed up began an email correspondence with Andrea in marketing and there were excuses like the accountant was on vacation and later that because she just came back from vacation she was busy. Then they stopped replying to my emails. So I tried What's app and they never replied to that. I still don't have my refund.

Tour guide never showed up and we called a few times to check their status. company still refusing to refund. Do not recommend

We found booking this tour online thru Trip advisor to be simpler than the Prado's website. Once at the museum, we did in fact skip the ticket line, however, we complied with the tour provider's instructions to be at the meeting spot 10 minutes ahead of a 1pm tour, and actually entered the museum at 1:15 due to waiting for late signups. So, a speedy entrance to the museum probably isn't a good reason to do this. However, the tour itself was informative and our guide Javier was professional and friendly. He helped our group understand the major art pieces. Since the museum was crowded, it was challenging to hear among other people and tour groups viewing works at the same time (all with headsets and guides using an AV system). One thing the tour provider could do to improve is conduct a headset check before proceeding into the galleries. I struggled to hear Javier, but my 3 companions said they could hear fine.

Very bad tour due to poor English speaking guide. Not organized. A lot of waisted time due to unknown or inadequate preparation.