Terms of Visiting

Malbork Castle Museum Visitor Regulations

• 1 General Provisions

1. These Visitor Regulations (hereinafter referred to as the “Regulations”) set out the rules for visiting the Malbork Castle Museum, located at ul. Starościńska 1, 82-200 Malbork (hereinafter referred to as the “Museum”). The Regulations apply to Malbork Castle and do not apply to the Museum branches in Sztum and Kwidzyn.
2. The Museum is open to visitors daily, except on days designated by Order of the Museum Director. Detailed information on opening hours, ticket prices, changes to visitor routes, temporary exhibitions, concerts, lectures and other events is available on the Museum’s website www.zamek.malbork.pl and at the ticket offices.
3. On Mondays, admission to the Museum is free of charge. Visitors must collect a free ticket from the Museum ticket offices before entering the Museum premises.
4. On Mondays, the Castle Grounds Tour is available free of charge. It covers the grounds within the castle walls and does not include access to any interiors.
5. Ticket sales may be restricted for conservation reasons, including the protection of collections, preservation of the building and maintenance of appropriate microclimatic conditions. A maximum of 300 tickets for individual visitors is available for each 30-minute admission slot.
6. The Museum may be visited only with a guide or an audio guide, according to the visitor’s preference.

For individual visitors, the guide service or hire of an audio guide is included in the ticket price. This also applies on Mondays, when admission to the Museum is free of charge.

Organised groups wishing to book an exclusive guide service must pay the applicable guide fee at the rate in force on the day of their visit, including on Mondays.

7. Audio guides can be collected from the ticket office building.
8. Guides begin their tours at the designated assembly point outside the ticket office building.
9. Only guides holding the appropriate authorisation granted by the Director of the Malbork Castle Museum may conduct tours of the Museum.

 

 

• 2 Visits – Rules

1. For reasons of security and protection of persons and property, the castle grounds are protected and subject to 24-hour video surveillance. For the safety and protection of people and property, the castle grounds are protected by security services and subject to 24-hour video surveillance. Data collected through the video surveillance system is processed to fulfil a legal obligation and perform tasks carried out in the public interest, in accordance with Article 6(1)(c) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation). The full information clause and the Data Protection Officer’s contact details are available at: https://zamek.malbork.pl/ochrona-danych/rodo/. Surveillance records are kept for a maximum of 30 days and then overwritten.
2. The following are prohibited at the Malbork Castle Museum:

a) touching exhibits;

b) climbing onto landings, security installations or reinforcements; leaning over railings or other barriers; climbing walls; pushing others; sliding on floors; making excessive noise; or creating hazardous situations;

c) bringing firearms, explosives or other items that could pose a threat to health or life into the Museum;

d) bringing luggage or backpacks larger than 40 × 30 × 20 cm into the Museum.

Please note: before visitors enter the Museum premises, authorised Museum staff may inspect any luggage they bring, regardless of its size,

e) bringing animals into the Museum, except guide dogs accompanying blind or partially sighted visitors and assistance dogs. The person accompanying the dog must be able to produce documents confirming the dog’s role and that its mandatory vaccinations are up to date.

Other animals must be left at the temporary holding facility during its operating season. Further information is available at https://zamek.malbork.pl/przechowalnia-dla-psow-i-kotow/ . After purchasing a ticket, visitors must take their animal to a pen and provide a valid vaccination certificate. They must then return to the assembly point in the square outside the ticket office building to begin their visit and collect their animal afterwards;

f) smoking tobacco or using electronic cigarettes;

g) eating or drinking in Museum rooms;

h) entering or visiting the Museum after consuming alcohol or taking psychoactive substances;

i) dropping litter in the castle grounds or exhibition areas.

1. Under the powers granted by the Act of 22 August 1997 on the Protection of Persons and Property (Journal of Laws 2025, item 532, consolidated text), the Castle Guard and the Specialised Armed Security Formation may intervene and escort out of the visiting area anyone who fails to comply with the Museum’s rules as set out in these Regulations. During their visit, visitors must follow instructions given by Museum staff, security/surveillance staff and guides.
2. The Museum reserves the right to close exhibition rooms temporarily to meet the needs of the Museum or its lessees.
3. Visitors may take photographs and films on the Museum premises for private use only, without flash or an additional light source. Photography and filming must not obstruct visitor traffic or disturb other visitors.
4. Children under the age of 13 may enter and remain in the Museum only when accompanied by an adult. Parents and guardians are responsible for any damage caused by children in their care.
5. School groups and other organised groups must be supervised by teachers or guardians. One teacher or guardian per 10 pupils or participants is entitled to a free ticket. This ratio does not apply to groups of people with disabilities, provided that the number of guardians does not exceed the number of participants.
6. The Museum reserves the right to verify visitors’ entitlement to discounted or free admission in accordance with the current price list and applicable legislation.
7. Teachers and guardians are responsible for maintaining group discipline and for any damage caused by children, adolescents or other participants in their care.
8. Information about the visitor routes and the time required to complete each route is available at https://zamek.malbork.pl/ and in the ticket office building. Allowing insufficient time for a visit before the Museum closes does not constitute grounds for a complaint about limited access to exhibitions or interiors.
9. Self-service luggage lockers are available in the ticket office building, and a designated storage area for prams is provided on the Museum premises. Both facilities are free of charge. A refundable 2 zloty coin deposit is required to use a locker; visitors must retrieve the coin when collecting their luggage. The Museum accepts no responsibility for items left in lockers or for prams left in the storage area.
10. Owing to the architectural limitations of the historic buildings, access to some areas may be difficult or impossible for visitors with reduced mobility, medical conditions or mobility impairments, including those using wheelchairs or mobility aids.

Before visiting, please read the Malbork Castle Museum’s Declaration of Accessibility and the other information about access restrictions available at:

Deklaracja dostępności

13. Owing to the cobblestone surfaces and other architectural barriers, visitors must wear suitable footwear that provides stability and allows them to move safely around the Museum premises.

 

• 3 Ticket sale and booking

1. Visits to the Museum and participation in selected events offered as part of the Museum’s programme are subject to a charge, except as provided in § 1, point 3.
2. Ticket prices and information about charges for the guide service or hire of an audio guide are available on the Museum’s website at https.zamek.malbork.pl and at the Museum ticket offices.
3. Museum admission tickets may be purchased at the ticket offices, from ticket vending machines, through the Museum’s online ticketing system or through third-party ticket sellers.
4. A Museum ticket permits admission on the date and at the time specified on the ticket.
5. Discounted and free tickets are available to the categories of visitors specified in the Act of 21 November 1996 on Museums (Journal f Laws 2022, item 385, consolidated text), on presentation of the documents specified in the Regulation of the Council of Ministers of 20 July 2017 on the types of documents confirming entitlement to reduced or waived admission charges at state museums (Journal of Laws 2017, item 1471).
6. Tickets purchased online must be paid for using one of the available electronic payment methods. The regulations for purchasing tickets online are available at https://bilety.zamek.malbork.pl/). Visitors must present their ticket, either on paper or in electronic form, for inspection, together with any documents confirming their entitlement to the discounts claimed.
7. Tickets are checked electronically at the Museum entrance gate.
8. Under Article 38(1)(12) of the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2024, item 1796, consolidated text), consumers have no statutory right to withdraw from an off-premises or distance contract for services relating, among other things, to entertainment or cultural events where the contract specifies the date or period during which the service is to be provided.

Sale of tickets to individuals

1. Individual visitors may purchase tickets:

a) online at bilety.zamek.malbork.pl,

b) at the ticket offices

c) from cashless ticket vending machines in the waiting area of the ticket office building and outside its entrance

d) through third-party ticket sellers.

 

2. Tickets purchased online must be paid for using one of the available electronic payment methods. The regulations for purchasing tickets online are available on the website. If payment is not completed within 30 minutes of booking the tickets, the booking will be cancelled automatically.
3. Individual visits always require a guide or an audio guide. Visitors may choose either service, and its cost is included in the ticket price. An exclusive guide service may also be booked. Group visit rates apply to this option, and bookings must be made at least three working days before the visit, subject to availability. Booking requests must be sent to: rezerwacja@zamek.malbork.pl. In this case, tickets must not be purchased online.
4. The size of a group of individual visitors with a guide must not exceed 30 people.

 

Sale of tickets to organised groups

1. Organised groups must book their visit in advance by email to: rezerwacja@zamek.malbork.pl. The Museum does not accept telephone bookings.
2. Bookings must be made at least three working days before the visit, subject to availability. Admission is not guaranteed for groups arriving without a prior booking.
3. Booking requests must specify the date and time of the visit, the number of visitors, a contact telephone number for the tour manager or group guardian, and the required language of the guide or audio-guide service.
4. The person making the booking will receive confirmation by email.
5. Organised groups may visit the Museum only with a guide or audio guides, according to their preference. Charges apply as set out at https://zamek.malbork.pl/wizyta/wizyty-grupowe/ .
6. A guided group may include a maximum of 30 people. Groups of more than 30 people will be divided into smaller groups. Groups equipped with a tour-guide system may include up to 40 people.

 

• 4 Validity of tickets and refunds

1. A one-time ticket to the Museum permits admission on the date and at the time specified on the ticket.
2. The “One Ticket for 2 Castles” ticket, which provides admission to the Malbork Castle Museum and Sztum Castle, is valid for 14 calendar days from the admission date specified on the ticket. It permits one visit to each site during its opening days and hours.
3. Unused tickets purchased through the Museum’s online ticketing system may be returned within 14 calendar days of the transaction, under the right of withdrawal and in accordance with the online ticket sale regulations at https://bilety.zamek.malbork.pl/regulamin.html.
4. Refund requests must be sent to techline@zamek.malbork.pl The amount paid will be refunded to the bank account from which payment was made within 14 calendar days of receipt of the request.
5. Museum admission tickets purchased electronically cannot be exchanged for a different date or ticket type. Visitors wishing to make such a change must request a refund, provided that the refund period has not expired, and then purchase new admission tickets.
6. Used tickets are not refundable.
7. Tickets purchased from the ticket offices and ticket vending machines can be returned only at the ticket offices, not later than one hour before the event.
8. Tickets purchased through third-party ticket sellers are non-refundable.

 

• 5 Final provisions

1. The Regulations are available on the Museum’s website atwww.zamek.malbork.pl and at the Museum ticket offices.
2. When purchasing a ticket to the Museum, you accept these Regulations.
3. Visitors required to leave the Museum premises under § 2, point 3 are not entitled to a ticket refund. In such cases, the ticket is deemed to have been used.
4. The Museum reserves the right to amend these Regulations. Any amendments will be announced on the Museum’s website at www.zamek.malbork.pl and at the Museum ticket offices.
5. Invoices shall be issued in accordance with the applicable regulations.
6. The information clause concerning the processing of personal data and the Data Protection Officer’s contact details are available at: https://zamek.malbork.pl/ochrona-danych/rodo/.
7. Comments, complaints and requests concerning the Museum’s activities, programme and services for visitors and other users may be submitted using the forms available at the Museum information desk and the Museum ticket offices, or by email to: sekretariat@zamek.malbork.pl.