Question 1

What is La Casa de Papel: The Experience all about?

Accepted Answer

Money Heist: The Experience” is an immersive event, and the result of a collaboration between Netflix and Fever. Starting in NYC, this interactive superproduction takes groups of people and transforms them into members of the world&#x27;s premier band of thieves.

Question 2

What does the experience involve?

Accepted Answer

Guests will participate in an immersive experience where they take part in a heist. Participants will get to live out, first-hand, scenes inspired by the hit series “Money Heist”. The experience will also include a pre-show where guests will learn about the role they&#x27;re about to play, as well as a post-show where guests may buy drinks and snacks, in addition to other twists specially designed for the occasion.

Question 3

Should I show up early?

Accepted Answer

Yes. All participants should arrive at least 20 minutes in advance to drop off their belongings and validate their tickets prior to the experience.

Question 4

What if I&#x27;m late?

Accepted Answer

Registration and ticket validation will close 5 minutes before the session&#x27;s start time. If you arrive too late for registration and ticket validation, we unfortunately cannot guarantee your entry to the experience.

Question 5

How long does the experience last?

Accepted Answer

The experience lasts 60 minutes. The duration of the post-show is up to you: stay as long as you want!

Question 6

Can I come with friends?

Accepted Answer

Of course! The more, the merrier. All you need to do is buy your tickets for the same session and go together.

Question 7

Will the actors from the series be there during the experience?

Accepted Answer

Although they will not be physically present, several actors of the series were involved in the preparations for the experience.

Question 8

Will there be merchandising?

Accepted Answer

Yes, it will be possible to purchase themed merchandise during the experience. This includes clothing, accessories, key rings and mugs, for example.

Question 9

How can I buy my tickets?

Accepted Answer

On this website in the Tickets section
On Fever's website
On the Fever app, available on Google Play and Apple Store
You will find information and help at the ticket office to buy tickets online or on the Fever app.

Question 10

Are tickets sold at the ticket office?

Accepted Answer

Sadly, no. It is not possible to buy tickets at the ticket office for this event. All tickets must be purchased through our website or mobile app. Ticket sales will remain open on digital platforms until sessions are sold out.

Question 11

Can I exchange my ticket or get a refund?

Accepted Answer

Unfortunately, it is not possible to get a refund. However, you can change the date of your ticket up to 5 days before the day of the session you purchased. To change your ticket date or time, email us here

Question 12

Help! I can&#x27;t find my ticket. What should I do?

Accepted Answer

You can find your ticket:

On the Fever app, in the Tickets section. If you haven't already, you can download the app from Google Play and Apple Store.
In the purchase confirmation email Fever sent you.
If you still can't find your ticket, write here or https://lacasadepapelexperience.com/

Question 13

Should I print my ticket?

Accepted Answer

No. You don&#x27;t need to print anything, just show your QR code at the door. You can find it in your ticket, in the Fever app or in your purchase confirmation email.

Question 14

Can I give a ticket as a gift?

Accepted Answer

Yes, Fever offers gift cards to be used especially for La Casa de Papel: The Experience.

Question 15

Is it possible to pay for my ticket in cash?

Accepted Answer

No, the experience cannot be purchased with cash. All tickets will be sold through our website or the Fever app.

Question 16

What is the recommended age? Is there an age restriction?

Accepted Answer

Recomended Age: 16+. Minimum Age: 14. Due to the theme and design of Money Heist, children under 14 will not be allowed inside the experience.

Question 17

Is there a dress code?

Accepted Answer

We recommend that you wear comfortable clothes and shoes. Wearing a Covid protective mask is mandatory in order to participate in the experience.

Question 18

Can people with reduced mobility participate?

Accepted Answer

The vast majority of the event is accessible to people with reduced mobility. Due to particular infrastructures, the ending of the experience could not be adapted for people with reduced mobility. But don&#x27;t worry, we&#x27;ll offer an alternative (equally exhilarating) ending specially adapted for people with reduced mobility.

Question 19

Will there be a place to drop off my belongings during the experience?

Accepted Answer

Yes, lockers will be available to participants. You can collect your belongings when you leave.

Question 20

Can I keep my cell phone with me during the experience?

Accepted Answer

Yes, but you can&#x27;t use it... Those are the rules!

Question 21

Are photos allowed during the experience?

Accepted Answer

Photos are not allowed during the experience. But don&#x27;t worry: there will be a photobooth at the end of the experience where you can take as many photos as you want!

Question 22

Can I come in with food or drink?

Accepted Answer

Access with food or drink is not allowed.

Question 23

I already have the outfit and mask they wear in the show. Can I bring them?

Accepted Answer

Unfortunately no, but we will provide outfits for all participants at the start of the experience.

Question 24

What are the prohibited items at the experience?

Accepted Answer

Outside Food & Beverages
Animals / Pets (Service Animals ONLY)
Coolers
Drones
Drugs & Drug Paraphernalia
Flammables (fireworks, explosives, road flares, etc.)
Flashlights
Laser Pointers
Professional Cameras (Defined as having a detachable lens)
Promotional Items / Unauthorized Solicitations / Vendors (Including flyers, samples, giveaways)
Selfie Sticks / Tripods
Toy Guns / Water Guns
Video Cameras
Weapons (Guns, ammo, pocketknives, tasers, pepper spray, etc., including off-duty law enforcement or concealed carry permits.)

Note: We do not tolerate Touching / Fighting / Taunting / Threatening Remarks or Gestures towards cast members.

Question 25

Will there be a changing room?

Accepted Answer

The outfit we will give you can be worn over your clothes, so you won&#x27;t need to get changed.

Question 26

Should I wear a mask?

Accepted Answer

Wearing a mask will be mandatory during the experience, regardless of vaccination status.

Question 27

Is vaccination mandatory to attend this experience?

Accepted Answer

In compliance with NYC Health, in order to access this experience, people 12 and older must provide evidence of at least one dose of a COVID-19 vaccination authorized for emergency use by the FDA or WHO before the experience opening time, as of September 6, 2021. The minimum age for this experience is 13, so all guests must provide proof of vaccination. All staff, cast, and crew members are fully vaccinated for their own protection and for the safety of guests.

Question 28

What is an acceptable proof of vaccination?

Accepted Answer

We will check that you have received at least one dose of a COVID-19 vaccine before you attend the experience. Proof of vaccination may include:

NYC COVID Safe App: Android | iOS
Excelsior Pass
CDC Vaccination Card (or photo)
NYC Vaccination Record
An official immunization record from outside NYC or the U.S

If you received the vaccine outside the U.S., you must have an official immunization record that includes:

First name and last name
Date of birth
Vaccine product name (only vaccines authorized by the WHO are acceptable)
Date(s) administered
Site where the vaccine was administered, or name of the person who administered it

Question 29

I have not been vaccinated and have already purchased tickets to this experience. Can I get a refund?

Accepted Answer

You may still attend this experience by providing evidence of at least one dose of a COVID-19 vaccination authorized for emergency use by the FDA or WHO before the experience opening time. This applies to people 12 and older. Please reach out to us here for any other questions.

Question 30

Will there be temperature checks?

Accepted Answer

Because proof of vaccination and masks are required, we are not checking temperatures upon entry.

Question 31

What if I have a fever or my temperature is high?

Accepted Answer

If your temperature is high, you will not be able to participate in the experience. You can, however, contact customer support to reschedule your visit when your health allows it.

Question 32

Will we be in contact with other groups?

Accepted Answer

The groups will consist of a maximum of 20 people; physical distancing and health & safety measures will be applied throughout the experience.

Question 33

Will we have to touch any objects?

Accepted Answer

The objects as well as the furniture will be disinfected, and santizer will be made available throughout the experience.

Question 34

What measures will actors take to protect participants?

Accepted Answer

All actors are fully vaccinated. While they will not wear masks during the experience, they are also regularly tested in order to detect potential contamination as quickly as possible.

Question 35

What measures will be put in place to guarantee the safety of users during the experience?

Accepted Answer

Jumpsuits will be cleaned between sessions, and the space and its objects will be disinfected frequently in order to create a safe environment for everyone.

Question 36

What happens if the government announces a new lockdown?

Accepted Answer

The event will not be canceled, only postponed. In this specific case, we will communicate the new dates and logistics information to you by email. If you have any further questions, you can send an email here

Question 37

I purchased my ticket for a pre-lockdown session and didn&#x27;t cancel it, how am I supposed to book my new ticket?

Accepted Answer

Information regarding date changes will be communicated to users by email. If you have not received information about your reservation, do not hesitate to contact us directly.