Frequently Asked Questions

Punctuality is key. We recommend arriving a few minutes before your reserved time. If you arrive more than 5 minutes late, you will not be able to enter and will lose your reservation. In this case, it is not possible to change the date or request a refund.

No, it is prohibited. Before starting, you must store phones, keys, wallets and other personal items in secure areas provided for this purpose. This ensures your comfort and safety. Taking photos or recording during the experience is strictly prohibited. Violating this rule will result in immediate interruption and termination of the game for the entire group, without refund. At the end, you will recover your belongings and can take a souvenir photo.

Yes, we have parking spaces at the entrance of the complex for your convenience.

Yes! No problem, as long as you are between 2 and 8 people.

We may exercise the right of admission or immediate expulsion in the following cases: Recording, photographing or violating privacy rules. Being under the influence of alcohol or substances. Carrying dangerous or threatening objects. Violent or disrespectful attitudes towards staff or companions. Intentionally damaging game objects or sets. Remember that misuse of objects may generate additional costs that will be claimed from you.

Yes, all sessions require advance booking through our website. We only open for groups with confirmed reservations.

Reservations can be modified if you notify us at least 72 hours in advance. You can: Change the date and time (only once). Leave the reservation pending for another future date. To make changes, write to us at info@madlandmadrid.es. Important: We do not make refunds. If you do not attend on the new agreed date, the reservation will be lost without possibility of refund.

A basic level of agility is necessary, as you will need to crouch, pass through small spaces and occasionally climb. If you have doubts about the physical requirements, contact us for more details.

Magic Universe is a unique 2.5-hour immersive experience that combines special effects, lights, sounds and surprising mechanics to transport you to a fascinating world. You will be the protagonist of an unforgettable magical adventure, designed to make you forget time and reality.

Groups are from 2 to 8 players, which guarantees a private and personalized experience. As Magic Universe is composed of three different routes, up to 24 people can play at the same time, distributed among the three groups.

From 12 years old. Those under 16 must be accompanied by an adult. If there is no adult in the group, it will be mandatory to have an actor/monitor, with an additional cost of 40 euros per group.

Magic Universe includes moments of darkness, strobe lights and some jump scares, but it is designed for all participants to enjoy. If you have doubts, contact us for more details.

No, the experience is completely private for your team. However, you may encounter other characters, creatures or players at certain moments along the route.

Magic Universe is not suitable for: Pregnant women. People with heart problems or epilepsy. Children under 12 years old. People with extreme fear of heights. People with difficulty walking. Additionally, those under the influence of alcohol, drugs or narcotics, or people carrying a baby cannot participate.

We recommend comfortable clothing that allows you to move with agility, avoiding loose garments, hoods and jewelry that may get caught. It is better not to wear delicate clothing or shoes, as the experience could dirty them.

Yes, the facilities are designed to guarantee your safety at all times. Our staff monitors you during the experience and is prepared to act in any emergency, evacuating you if necessary. However, we do not assume responsibility for misuse or intentional improper use of the facilities.

Magic Universe is not suitable for people with reduced mobility or who use wheelchairs due to stairs and moments that require agility. If you have another type of functional diversity, contact us and we will do everything possible to adapt the experience to your needs.