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Frequently Asked Questions
Find the most frequently asked questions and concerns in this section to help you prepare for your visit to our experiences.
HOW FAR IN ADVANCE DO I HAVE TO BOOK?
Season dates are open three months before the season begins. It's recommended to book at least two weeks in advance to secure a spot on your desired date. Saturdays tend to fill up quickly, and Sundays do so quickly. However, be sure to check, even if it's for the same week or even the same day. We have a last-minute ticket policy.
HOW LONG DOES THE CANDELILLA EXPERIENCE LAST?
Candelilla lasts from 3:20 to 4:30 hours depending on the chosen experience. Time goes from the start of the experience to the closing ceremony. It's recommended to allow enough time to avoid leaving the experience mid-event. It's not possible to remain at Casa Sauto after the event ends.
HOW CAN I BOOK?
All reservations are made through our RESERVATIONS website. Select the experience you wish to book, and the system will guide you through the simple process. Reservations can be made with all major debit and credit cards, as well as by bank transfer. If you reserve by bank transfer, the transfer must be made within 24 hours of booking, or the reserved spots will be released.
HOW DOES PAYMENT FOR THE EXPERIENCE WORK?
You can pay a 50% deposit when booking, and the remaining 50% can be paid up to one week before the event. Alternatively, you can reserve by paying the full amount. If you choose to do the 50% deposit, the remaining amount must be paid on time. Failure to do so will result in your reservation being forfeited, and the deposit will not be refunded.
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IS IT POSSIBLE TO CANCEL OR RESCHEDULE MY RESERVATION?
Rescheduling a reservation is only possible if a cancellation request is made 20 days prior to the reservation date. Rescheduling is only possible for the same event, in the same season. If we are already less than 20 days away from the event, the possible alternative is to exchange the reservation with someone else and not lose the tickets. There are no cancellations or refunds.
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IS CANDELILLA PET FRIENDLY?
No, it is not suitable for pets.
IS UNCORKING POSSIBLE?
No, only scheduled drinks are served.
IS IT POSSIBLE TO ORDER EXTRA DISHES OR DRINKS IN ADDITION TO THE EXPERIENCE?
No, it's not a restaurant, and there's no a la carte service. Allergies and restrictions are taken into account to tailor the experience to everyone's needs.
CAN I CHANGE THE NAMES, ALLERGIES, AND CELEBRATIONS OF MY ATTENDANTS?
Attendees and their restrictions can be changed up to 48 hours before the event. Last-minute changes are possible within 48 hours of the event, however, allergies, restrictions, or celebrations cannot be accommodated.
CAN MINORS ATTEND?
Candelilla is an experience designed for ages 15 and up. It is not suitable for children due to its duration, content, and the fact that it requires long attention spans. The Casa Sauto site is a museum with delicate exhibits, posing a risk to children.
HOW MANY PLACES CAN BE RESERVED?
The table is shared. You can reserve from one seat to as many as are available on the desired date. Availability is displayed on the reservations website at the time of booking. If the system does not allow your reservation, it is because there are no longer enough seats on that day.
CAN I ADD MORE PEOPLE TO MY RESERVATION?
It's possible. All you have to do is go to the booking site and search for the same date as your reservation. You'll need to make a new reservation using the same name and email address. You can always request assistance via WhatsApp.
CAN GROUPS ATTEND OR HAVE PRIVATE EVENTS?
Candelilla can accommodate groups or private events with a minimum of 15 people. We have plans and packages available. Submit your request using the button below:
ARE THERE DISCOUNTS OR COMPLIMENTS FOR GROUPS OR INFLUENCERS?
Candelilla does not offer any exchange or courtesy discounts; our experience is worth every penny. In the case of groups, the package quote can be discussed on a case-by-case basis.
ARE THERE ANY PROMOTIONS AT CANDELILLA?
Candelilla offers a "LAST MINUTE" discount option. This discount applies only to tickets purchased on the day of the event and paying full price. You must check the reservations page for last-minute availability. No last-minute rescheduling or cancellations are possible.
WHAT IS THE DRESS CODE?
Unless otherwise stated for a specific event or season, guests are free to attend as they please. For some historical or period events, guests will be required to observe a special code.
ARE THERE VEGETARIAN AND VEGAN OPTIONS?
Candelilla can adapt its menu to make it vegetarian (using broths, dairy products, and eggs). 100% vegan menus are not possible.
IS IT POSSIBLE TO HAVE AFTER-DINING ONCE THE EVENT IS OVER?
No, the Casa Sauto venue must be vacated within 15 minutes of the experience ending. It is a private residence, and guests may not occupy any other space outside the Candelilla Ballroom, nor may they remain in any other area of the venue after the event.
IS IT POSSIBLE TO TAKE PHOTOS AND VIDEOS DURING THE EXPERIENCE?
All photography is permitted, but videos may only be taken with a maximum duration of 1 minute. Recording of all or part of the immersive audio recordings, explanations, and lectures during the event is prohibited. Guests who do not comply with these measures will be required to leave the experience without a refund or rescheduling.
All audiovisual material captured during the experience may only be used for personal social media purposes, provided that Candelilla is tagged. By accepting the booking terms and conditions, guests agree that all audiovisual material captured during the experience is the property of Candelilla.