FAQs for Tourism Professionals (JUN2025)

The relationship between the Patronato del Alcázar de Segovia (hereinafter, the Patronato) and its clients, including professionals and distributors registered on the Clorian platform, is governed by the General Terms and Conditions of Contract.

Acceptance of these conditions is an essential requirement at the following times:

1. When registering as a distributor on the Clorian platform.
2. When making each purchase of tickets and/or services for the Alcázar de Segovia.

The Patronato and the ticket sales service provider reserve the right to unilaterally modify any information or condition appearing on the web platform or in other public information systems, without obligation of prior notice or specific, individualised communication to users. Such modifications will be published on the official website and will come into effect from the moment of their publication.

It is the professional’s responsibility to periodically consult the General Terms and Conditions of Contract, available on the Clorian platform and on the Alcázar’s website, to stay informed of any updates.

2.1. What is the Clorian platform and why is it necessary to operate with the Alcázar?

Clorian is a technological ticket sales platform used by numerous museums and monuments in Spain, including the Alcázar de Segovia. It allows tourism professionals to manage and purchase tickets centrally. To operate with the Alcázar de Segovia as a professional and access special rates and conditions, it is essential to be registered and use this platform.

2.2. How do I register as a professional on Clorian to operate with the Alcázar?

The process consists of two phases:

1. Registration on Clorian:

   • Access https://seller.clorian.com/es/register and complete the registration application form.
   • You will receive an email with a username and a temporary password, which you can change later.
   • Warning: Pay special attention when entering data such as CIF/NIF (tax identification number), company name (razón social), and trading name, as subsequent modification is complex and requires contacting atencionalcliente@alcazardesegovia.com. If your company (same CIF/NIF) is already registered, you will not be able to create a new account; the administrator of the existing account must create a user for you.

2. Request for authorisation to operate with the Alcázar de Segovia:

   • Once registered and logged into Clorian, open the user menu (top right corner).
   • Select “Other Organisers”.
   • Search for and select “Operate with the Alcázar de Segovia”.
   • The Patronato will review your request and enable you within an estimated two to three working days. We recommend you carry out this process in advance of your booking needs.

To modify contact details or billing address (other than CIF/NIF, company name, or trading name), you can do so from the user menu in Clorian. For changes to invoicing frequency, contact atencionalcliente@alcazardesegovia.com.

2.3. I work in an agency with several people; can we have independent Clorian user accounts?

Yes. The company’s main account (administrator) can create additional users linked to it. Once logged into https://seller.clorian.com with the administrator user and accessing the Alcázar de Segovia booking page:

1. Click on the username (top right corner) to open the menu.
2. Select the user management option.
3. You can create new users by specifying email, password, first name, surname, and telephone number.

There are three user profiles:

• Operator: Can make bookings and manage them, but does not have access to “User Management” or “Other Organisers”.
• Administrator: Has access to all functionalities, including creating and modifying users and requesting to operate with new venues.
• Sales Agent: Can purchase without information on amounts and payments. Does not have access to any settings.

3.1. Is the use of radio guide systems mandatory for providing explanations in the Alcázar?

Yes, the use of radio guide systems (transmitter with a microphone for the guide and individual receivers with headphones for each visitor) is mandatory for all tour guides providing explanations inside the Alcázar’s rooms, regardless of group size (from the first visitor). The use of digital radio guides where the visitor’s mobile phone acts as a receiver, always with headphones, is also authorised.

This measure aims to reduce ambient noise, improve the visit quality for all audiences, and optimise working conditions for professionals.

3.2. Does the Alcázar rent radio guide equipment?

No, the Patronato del Alcázar does not currently offer a radio guide rental service. Professionals must provide their own equipment.

3.3. Must I identify the members of my group? How?

Yes, it is mandatory for all members of a group managed by a professional to wear a visible identifier throughout the visit. This identifier facilitates the validation of group tickets, prevents unauthorised individuals from joining the group, and helps locate clients who become disoriented within the Alcázar or encounter problems and become separated from the group.

Valid systems include, among others:

• Stickers with the operator’s logo or name (or any element that differentiates them).
• Neck straps (lanyards) from radio guide systems, if they are a distinctive colour.
• Any other item that helps to unequivocally distinguish the members of a group and differentiate them from others.

It is the professional’s responsibility to inform their clients of this obligation to wear the visible identifier upon entering the Alcázar and throughout the visit.

3.4. What other obligations do I have as a professional during the visit to the Alcázar?

As a professional, your cooperation is expected to:

1. Ensure compliance with the general visit rules by your group.
2. Not provide explanations without using the mandatory radio guide system.
3. Scrupulously respect the assigned entry times and, especially, the ascent times for the Tower of Juan II.
4. Verify that group members are wearing their visible identifier.

Repeated or serious non-compliance with these rules, as well as with the General Terms and Conditions of Contract, may lead to the temporary or permanent suspension of accreditation as a distributor to operate with the Alcázar.

3.5. Is it necessary for a group leader to always accompany my clients?

It depends on the type of visit:

• Mandatory: If the group is to receive explanations from a guide or if they are to move cohesively through the interior, it is essential for a group leader or guide to accompany them throughout the entire tour.
• Recommended: For groups of 15 PAX or more, even if they do not receive direct explanations and visit independently, the presence of a leader is advisable, at least for ticket validation and initial organisation.
• Not necessary: If the tickets correspond to individual clients who will visit the Alcázar on their own and separately (e.g., an agency selling individual tickets to clients who do not form a cohesive group). However, if the booking is large, the presence of a leader at the entrance is recommended.

4.1. Do I need to book in advance, or can I purchase tickets at the ticket office on the day of the visit?

As a general rule, all professionals must make their bookings and ticket purchases through the Clorian platform using their distributor account. This guarantees access to special rates and conditions for professionals.

4.2. What happens if I arrive at the Alcázar without a prior booking and need to purchase tickets for my group?

If a professional arrives at the Alcázar without a prior booking through Clorian, they may purchase tickets at the physical ticket offices, but under the following conditions:

1. The rate corresponding to individual visitors (general public ticket office price) will apply.
2. The professional’s free admission will not apply.
3. Providing explanations in the rooms will not be permitted, even if a radio guide system is available.
4. The group will not be able to move as a cohesive group; members must enter and visit the monument as individual clients.
5. Tickets will be individual and must be validated one by one.
6. The standard invoice for said purchase must be requested by email from atencionalcliente@alcazardesegovia.com, providing the booking number shown on the tickets.
7. You will have to wait in the general visitor queue and will not have priority.

4.3. What is the maximum number of tickets I can purchase per booking and per transaction?

Each booking cannot exceed 30 people (including the guide or group leader). However, in a single transaction (within the same “shopping cart” on Clorian), you can include several bookings (e.g., for different sessions or to split a large group) and make a single payment.

4.4. Can I form groups of more than 30 people inside the Alcázar on the day of the visit?

No. On the day of the visit, IT IS NOT PERMITTED TO EXCEED 30 PEOPLE PER GROUP INSIDE THE MONUMENT. This measure is not arbitrary and is adopted due to the architectural peculiarities of the Alcázar, with narrow areas and limited spaces where larger groups hinder the visit and the flow of other professionals and individual visitors. Moving with groups of more than 30 people inside the Alcázar de Segovia will result in the group’s expulsion and may lead to the temporary or permanent suspension of accreditation as a distributor to operate with the Alcázar.

Furthermore, group leaders are requested to facilitate the visit through the Alcázar by not obstructing passage in the rooms and managing their clients so that they do not hinder general transit.

4.5. How long do I have to pay for my booking? Can I leave it in the shopping cart and pay later?

Payment for bookings made through the Clorian platform must be made immediately after confirming the details in the shopping cart. The system automatically resets the shopping cart every 30 minutes, deleting unpaid bookings.

4.6. How can I pay for my bookings?

Payment methods vary depending on the channel:

• Clorian Platform (web):

  • Credit or debit cards (virtual POS). You can link your cards to your Clorian account to speed up future purchases.
  • Clorian credit balance (Bolsa de saldo): This is a deposit that the professional loads in advance via bank transfer to Clorian’s account (ES78 0081 0379 8800 0124 7726, indicating as reference “Bolsa: [your distributor code]”). The balance is deducted with each purchase and can be used to pay any Clorian organiser that accepts this method. You can request a refund of the remaining balance by contacting info@clorian.com.

• Alcázar Ticket Offices (only for extensions to existing bookings managed by professionals):

  • Credit or debit cards.
  • Cash.

4.7. I have a booking, but more visitors have joined at the last minute, and there is no distributor quota left for that session. What can I do?

If the specific distributor quota on Clorian is exhausted for a session, but you already have a confirmed booking and need to add more people, you can try to extend it at the Alcázar ticket offices. This extension will be made using the capacity allocated to individual clients (not the distributor quota) and is subject to the following conditions:

1. The total resulting group size (tickets previously booked on Clorian + tickets purchased at the ticket office) must not exceed 30 people, including the leader or guide.
2. The number of additional tickets purchased at the ticket office cannot exceed 100% of those originally booked on Clorian (e.g., if you booked 12, you can add up to 12 more at the ticket office, provided the total group size does not exceed 30 people).
3. Inform the ticket office staff so that these new tickets are charged, where applicable, to your professional account. These extension tickets purchased at the ticket office will be subject to the individual client rate in force at that time; no free admissions or other specific professional discounts will be issued for these additional tickets.

4.8. Can I provide explanations to educational centres or groups that have purchased their tickets through other channels?

No. For a group to be guided by an external professional benefiting from professional conditions (including the possibility of providing explanations with a radio guide system), the professional must be the one who fully manages the purchase of the group’s tickets through their own Clorian account. Educational centres or other groups are not permitted to purchase tickets at specific rates from their sales channels and then independently hire a guide to provide explanations inside the monument under professional visit conditions.

5.1. Why are free admissions not applied to professionals’ clients?

The Patronato del Alcázar applies special reduced rates for all professionals from their first purchase through the Clorian channel. These professional rates are not cumulative with other promotions, discounts, or free admissions (such as those applicable to children under 6 years of age or persons with a disability level greater than 65% in the individual sales channel). Professionals can only purchase general rate tickets for their clients at the reduced professional price, both on Clorian and, where applicable, for booking extensions managed according to the established conditions.

5.2. Can I bring my groups on general free admission days and benefit from that rate?

No. As mentioned, professional rates are not cumulative with other promotions, discounts, or free admissions. Therefore, free access days or times (e.g., Tuesday afternoons for EU citizens, according to the calendar) are intended exclusively for individual visitors who purchase their tickets through channels intended for private individuals. Groups managed by professionals must always follow the procedure established for this collective, making their booking and purchase through the Clorian platform at the corresponding professional rate, regardless of the day or time of the visit.

6.1. Can I change or reschedule the date and time of my booking?

Yes, each booking can be rescheduled only once by the professional directly from their account on the Clorian platform (https://seller.clorian.com). This rescheduling is only possible if done before the start of the originally booked session.

• Second or subsequent rescheduling of the same booking is not permitted, not even through the Alcázar’s Customer Service.
• Remember that, for security and visit quality reasons, the Alcázar’s capacity is limited. Repeatedly rescheduling visits at the last minute may prevent other professionals from accessing with their groups and could be interpreted as improper use of the system, in addition to the significant operational and economic implications for the Patronato del Alcázar.

6.2. In what cases can I get a refund for my booking?

As a general rule: refunds are not issued for unused tickets or for errors in planning by the distributor, transport delays, or late arrival at the Alcázar.

• Only in exceptional cases, duly justified by force majeure (e.g., serious illness proven by a medical certificate), may a refund for the booking be requested.
• The refund request, accompanied by the relevant supporting documentation, must be sent to atencionalcliente@alcazardesegovia.com within a maximum of three calendar days following the planned visit date. The absence of conclusive proof will prevent the refund from being processed.

6.3. Does the Alcázar refund the cost of tickets I do not use?

No, the Patronato del Alcázar does not issue refunds for tickets purchased and not used by professional groups. Each confirmed booking reduces the quota of available tickets for that session, for both other professionals and the general public.

We remind you of the available options: you can try to extend your booking at the ticket offices (according to the conditions stipulated in point 4.7) if you need more tickets for the same group and session, or reschedule the entire booking (once only, before the session starts) if you anticipate not being able to use it.

7.1. How do I access the Alcázar with my groups and who validates the tickets?

Before reaching the access control point on the bridge, organise your clients into a queue and have the group ticket (printed or on a mobile device) generated on Clorian ready. Ensure that all group members are wearing their visible identifier.

The access control staff, located at the entrance to the Alcázar, will validate the group ticket, verifying that the number of group members matches that indicated on the ticket.

Remain with the Alcázar staff during ticket validation until the last client in your group has entered, verifying that all members of your group are present and that the count is correct. No subsequent claims will be accepted if clients have been left outside or if individuals not belonging to your group, having inserted themselves into the queue, have been mistakenly counted as group members. It is your responsibility to verify these aspects at the time of entry. If you have made a booking extension at the ticket offices according to the conditions in point 4.7, security staff will include these individuals in the group count.

Under no circumstances will individuals with individual tickets purchased through other channels (e.g., clients who have purchased tickets individually at the general ticket offices) be allowed to join the professional group to enter or move around with it.

7.2. What is a session, access times, and capacities?

A session refers to the time slot allocated for access to the different areas and services offered by the Alcázar. For each session, there is a limited number of tickets (capacity).

There are two main types of sessions at the Alcázar:

• Palace and Museum Sessions: These are 30-minute intervals starting from the “Palace and Museum” time indicated on your ticket, during which you must validate your tickets and enter the Alcázar with your clients. For security reasons, access will not be permitted for those arriving late with respect to this 30-minute time slot. Early entry before the start of the assigned session is also not permitted.

• Ticket Availability for Professionals: Ticket availability per session (capacity) is divided into quotas for individual visitors and quotas for professionals (distributors). This aims to:

  • Avoid an excessive concentration of groups simultaneously, improving the quality of the visit.
  • Ensure that professionals have tickets available even on days of high individual demand.
  • If the distributor quota for a session is exhausted, you must try to book in another session.
  • Remember: The Palace and Museum sessions determine the access interval to the Alcázar, not the length of stay inside, which is unrestricted within the monument’s opening hours (the average stay is usually around 40 minutes).

• Tower of Juan II Sessions: Also operates by 30-minute sessions, with a much more limited capacity (50 PAX per session) due to its characteristics. This capacity is shared between distributors and private individuals.

  • For the ascent to the Tower, punctuality is crucial: visitors must be at the indicated meeting point at least 5 minutes before the exact time stated on their ticket for the Tower. Latecomers will not be admitted, for security reasons.
  • The stay in the Tower is limited to approximately 25 minutes.
  • Important Warning: The ascent involves 152 steps, many of them via a narrow spiral staircase. Visiting the tower is not recommended for individuals with mobility problems, vertigo, claustrophobia, or respiratory/cardiac difficulties. It is the professional’s responsibility to duly inform their clients about these conditions.

7.3. How much time do I have in the last session of the day?

It is essential to note that access to the monument (Palace and Museum) and the ticket offices ends thirty (30) minutes before the official closing time of the Alcázar. All visitors must leave the Palace and Museum rooms ten (10) minutes before the official closing time. Plan the arrival and visit of your groups with sufficient time to comply with these rules, as they are mandatory and admit no exceptions. For the Tower of Juan II, the last ascent will be scheduled to allow completion of the visit and descent before the monument closes.

8.1. Do Alcázar de Segovia tickets include VAT?

No. According to Law 37/1992, of 28 December, on Value Added Tax, museum visit services, such as those at the Alcázar de Segovia, are exempt from VAT.

8.2. What are the invoicing details for the Patronato del Alcázar de Segovia?

The invoicing details are:

• Registered Name: PATRONATO DEL ALCÁZAR DE SEGOVIA
• Address: Plaza Reina Victoria Eugenia s/n
• Postcode and City: 40003 – Segovia
• CIF (Tax ID): Q4078001G

8.3. Can I choose the invoice issuance frequency?

Yes. When requesting registration to operate with the Alcázar through Clorian, or subsequently, you can communicate your desired frequency for invoice issuance by sending an email to atencionalcliente@alcazardesegovia.com.

The options are:

• Immediate: An invoice is issued for each purchase made. Remember that one purchase can group several bookings.
• Daily, weekly, fortnightly, or monthly: A detailed invoice is issued with all purchases from the selected period.

Invoices will be sent to the email address specified in your Clorian registration and will also be available for consultation and download in your Clorian user panel (section “Invoice Search”).

Finally, we would like to remind professionals that you have abundant reference material available in our virtual library, where you can read and download various books related to the monument’s history and artistic value free of charge:

• Virtual library: https://www.alcazardesegovia.com/publicaciones

Additionally, we provide the following resources:

• High-quality images: In the Press/Media Kit section of the Alcázar de Segovia website, you can download photographs of the monument and its surroundings: https://www.alcazardesegovia.com/press-media-kit
• Informative videos: On our YouTube channel, you will find videos about lectures, the history of the Alcázar, and other content that may be useful for you and your clients: https://www.youtube.com/@AlcazardesegoviaOficial
• News and updates: We encourage you to follow us on our social media channels to stay informed about the Alcázar’s latest news and updates:
  • Instagram: https://www.instagram.com/alcazar_segovia/
  • X (formerly Twitter): https://x.com/Alcazar_Segovia
  • TikTok: https://www.tiktok.com/@alcazar_segovia