Rebeca S.
Yelp
So my mom and I were ready to enjoy a great night at the opera in the Teatro Real in Madrid, one of the two main opera houses in Spain, kind of like the Metropolitan Opera in NY city, except it isn't because Spain is different. I have reduced mobility and use a wheelchair. Well, guess what happened when we got to the theater? As naturally and as indifferently as a store clerk would tell you that there are out of bananas, we were told that we were not going to enjoy any opera because the platform used for accessibility was not working. That's it, no trying to find solutions, no trying to apologize for not having fixed something that is crucial for accessibility, not even thinking that this was a problem. You would think that they would check the device ahead of the event. Not at the Teatro Real. We were told quite simply that I couldn't go in and the best and only thing I could do was to turn around. I was shocked, heartbroken, in disbelief. And if you're still trying to justify this by believing that this was one of those very unlucky things, I will tell you the day after the incident the platform still not working. We had saved our money for this trip and for a night at the opera. It was not to be. Many Spanish institutions and companies treat their customers like this and they get away with it because there are really no outlets to complain in order to change things for the better. If you can believe it, the customer service/complaints department does not have a phone number, or so they told me. The feeling of powerlessness and humiliation is hard to described. As of right now I will count myself lucky if I get my money back. A disgraceful this institution.