Terms of Visiting

Appendix No. 1 to Ordinance No. 32/2024 of 27 March 2024.

MALBORK CASTLE MUSEUM VISITOR REGULATIONS

• 1 General provisions

1. These Visitor Regulations (hereinafter referred to as the “Regulations”) define the rules for visiting the Malbork Castle Museum, located at ul. Starościńska 1, 82-200 Malbork (hereinafter referred to as the “Museum”), and shall not apply to the Museum branches in Sztum and Kwidzyn.
2. The Museum is open to visitors daily, except for the days designated by the Museum Director by ordinance. Detailed information on the opening hours, ticket prices, exclusion of accessibility for visitors, temporary exhibitions, as well as concerts, lectures and other events, is published on the Museum’s website at zamek.malbork.pl and at the ticket offices.
3. Ticket sales may be limited due to restrictions on the number of visitors in the exhibitions at any one time. The maximum number of visitors admitted to the Museum is 250 per 30 minutes.
4. You can visit the museum only with a guide or an audio guide.
5. On Mondays, admission to the Museum is free of charge. You may enter the Museum only with a free ticket, available at the Museum ticket offices on the day of the visit. One person receives one ticket.
6. On Mondays, only the Castle Grounds Tour is available, covering the castle grounds. Route: von Plauen’s ramparts, the castle outer bailey, the courtyard of the Middle Castle, the courtyard of the High Castle, the terraces, the burial chapel of the Grand Masters, the convent cemetery, the garden of the Grand Masters, the covered moat and the Western Wall.

 

• 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. The processing of data collected using the video surveillance system is based on the fulfilment of a legal obligation and the performance of tasks in the public interest in accordance with Article 6(1)(c) of the 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 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. Based on the powers granted under the Act on the Protection of Persons and Property, the Castle Guard and Specialised Armed Security Formation has the right to intervene and escort out of the visiting area any person who fails to observe the rules for visiting the Museum as specified in these Regulations.
3. The Museum reserves the right to temporarily close the exhibition rooms as required by the Museum or its lessees.
4. Visitors on the premises of the Malbork Castle Museum have the right to take photographs and films without a flash or additional light source. Photographing and filming must not disrupt tourist traffic or disturb other visitors. When visiting the museum premises, visitors must follow the instructions given by guides, security/surveillance staff and Museum staff.
5. When on the Malbork Castle Museum, do not:
6. touch any exhibits,
7. climb on landings, security installations and reinforcements, lean over railings and other barriers, climb walls, push others, slide on floors, be noisy, cause hazardous situations,
8. carry firearms, explosives or any other items that could pose a threat to health or life,
9. bring in large luggage and backpacks [note: before entering the Museum premises, the authorised Museum staff have the right to check any luggage brought in by visitors],
10. bring in animals with the exception of a guide dog supporting a blind or partially sighted person or an assistance dog accompanying a mobility impaired person; other animals must be handed over to the temporary holding facility during its opening times: once you have purchased a ticket, place your animal in a pen (a valid vaccination certificate is required), go back to the assembly point, i.e. the square at the ticket office building, and start the tour there; after the tour, take your animal back,
11. smoke tobacco or electronic cigarettes,
12. eat and drink except in the designated areas,
13. visit the premises after consumption of alcohol or psychoactive substances,
14. drop litter around the castle premises and exhibitions.
15. Children under the age of 13 are allowed in the Museum only when accompanied by an adult. Parents and guardians are responsible for damage caused by children under their care.
16. School groups are supervised by teachers/guardians. One teacher/guardian per 10 pupils has the right to a free ticket. Teachers/guardians are responsible for maintaining group discipline and for any damage caused by children and adolescents under their care.
17. The approximate time for a guided tour around the castle along the standard castle historical route is no less than three and a half hours.. Insufficient time scheduled for visiting before the Museum closes shall not constitute grounds for any complaint due to reduced accessibility to certain exhibitions and interiors.
18. Self-service lockers are available free of charge in the ticket office building, and prams can be stored free of charge in the gate’s neck. Storing items in the lockers and prams in the gate neck is at your own risk and the Museum is not liable for any related damage or loss.
19. Architectural limitations of a historical nature may make access to some sites difficult for visitors with limited fitness and mobility and wheelchair users. Visitors with an assistance dog have access to the Museum, but narrow and winding passages, corridors and stairs may make it very difficult or impossible to walk the entire route.
20. Due to the cobblestone surface and other architectural barrier, please be sure to visit the Museum in suitable footwear.

 

• 3 Ticket sale and booking

1. Visits to the Museum and participation in selected events offered as part of the Museum’s programme offer are available for a fee.
2. The fees are specified in the price list available on the website at zamek.malbork.pl and at the Museum ticket offices.
3. Museum tickets are available at ticket offices, in ticket vending machines and online.
4. A museum ticket gives you admission to the Museum on the day specified on the ticket.
5. A discounted ticket is sold only upon presentation of the document giving the right to a discount at the time of purchase.
6. When you purchase a ticket online, you must print it or present it in electronic form. Purchased tickets are subject to electronic control at the entrance gate of the Museum.
7. Tickets purchased at a ticket office shall be refundable not later than one hour before the event.
8. Pursuant to Article 38(1)(12) of the Consumer Rights Act of 30 May 2014 (Journal of Laws 207.683, consolidated text of 30 March 2017), the right to withdraw from an off-premises or a distance contract is not granted to the consumer with regard to a contract for services related, inter alia, to entertainment or cultural events, if the contract specifies the day or period of service provision.

 

• 4 Sale of tickets to individuals

1. Individuals can purchase tickets online at bilety.zamek.malbork.pl, at the ticket offices on the Museum premises and in two cashless ticket vending machines located in the waiting area of the ticket office building and outside the building.
2. Purchased tickets are subject to electronic control at the entrance gate of the Museum.
3. You must pay for tickets purchased online in accordance with the available electronic payment methods (the regulations for purchasing tickets online are available on the website). Failure to complete a cash transaction within 30 minutes after booking tickets results in the booking being automatically cancelled.
4. Individual tours always have a guide or an audio guide. Guides leave the ticket office building every 30 minutes.
5. The size of a group of individual visitors with a guide must not exceed 30 people.
6. The hire of an audio guide or a guide service is included in the ticket price.
7. The valid price list is available on the website at zamek.malbork.pl.

 

 

• 5 Sale of tickets to organised groups

1. Visits to the Museum for organised groups are possible after prior booking via e-mail at rezerwacja@zamek.malbork.pl. The Museum         does not accept telephone bookings.
2. Bookings are accepted no later than the 3rd day prior to the day of the visit, subject to availability.
3. Visits to the Museum in organised groups are possible with a guide or audio-guides.
4. Guided tours around the Museum are led by guides holding an appropriate certificate issued by the Castle.
5. The maximum number of persons in a guided group is 30. Organised groups of more than 30 persons are divided into smaller groups. Groups equipped with a tour-guide system may be composed of up to 40 persons.
6. When making a booking for organised groups, provide the date, time, number of visitors and contact telephone number as well as the requested language of the guide or audio-guide service.
7. The client shall receive a booking confirmation.

 

• 6 Validity of tickets and refunds

1. A one-time ticket to the Museum gives its holder the right of admission to the Museum on the date and at the time specified on the ticket.
2. One-time museum tickets are valid in accordance with the timeframe specified on the ticket and during the Museum’s opening hours.
3. The “One Ticket for 3 Castles” ticket giving its holder the right of admission to the Malbork Castle Museum, the Sztum Castle and the Kwidzyn Castle is valid for 14 days from the date specified on the ticket. The ticket gives its holder the right to a single admission to each of the Museums on the days and at the times when they are open to visitors. In justified cases, refunds of tickets purchased on-line are made to the bank account from which the payment was made, based on a refund order sent to techline@zamek.malbork.pl.
4. You cannot exchange museum tickets purchased by electronic means for tickets for another date or another type of ticket.
5. Used tickets are not refundable.
6. Unused tickets purchased online are refundable within 14 days of the transaction (right of withdrawal).
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. The online ticket sale regulations of the Malbork Castle Museum are available online at https://bilety.zamek.malbork.pl/regulamin.html.

 

• 7 Final provisions

1. The Regulations are available on the Museum’s website atzamek.malbork.pl and at the Museum ticket offices.
2. When purchasing a ticket to the Museum, you accept these Regulations.
3. Your failure to observe these Regulations constitutes grounds for an authorised person to order you to leave the Museum premises. For organised groups, failure to observe the Regulations by one visitor may result in the entire group being ordered to leave the Museum premises.
4. An order to leave the Museum premises shall not constitute grounds for applying for a refund of the ticket, which in such case is deemed to have been used.
5. The Museum reserves the right to amend these Regulations; any such amendments shall be made public on the Museum ‘s website at zamek.malbork.pl and at the Museum ticket offices.
6. Any comments, complaints and requests concerning the Museum’s activities, its offer and its services for visitors and users can be submitted at the Museum information desk, at the Museum ticket offices and by e-mail to sekretariat@zamek.malbork.pl.
7. Invoices shall be issued in accordance with the applicable regulations. This Ordinance takes effect as of 27 April 2024 and, as of that date, Ordinance No. 85/2023 of 29 September 2023 is repealed.