El HostALL

The Booking listing gave us no idea what we’d actually find. We paid €125 a night expecting a basic level of quality, but the room was in awful shape: stained walls, old bedding, ragged towels, and a bathroom in deplorable condition. The trash bin was broken and rusty, the shower didn’t work properly, its sliding doors wouldn’t stay put, and a blocked drain flooded the floor while I showered. The mattress was so worn I couldn’t sleep, and TV cables stuck dangerously out of the wall. The entrance and reception were just as dismal, with a strong cheap-detergent smell, cold hospital-like lighting, neglected doors, and an unwelcoming feel. Nothing advertised on the platform matched reality. We feel completely scammed, and this has seriously damaged our trust in Booking’s quality checks. People rely on the platform to find stays that meet expectations, yet places like this are still being promoted. It shows a serious lack of oversight. We complained to Booking, expecting them to deal with the hotel. We provided all the necessary evidence, but three weeks later there’s still no resolution. This only adds to the impression that Booking isn’t committed to taking responsibility for its customers.

The location was wonderfully central, with major city sights within walking distance and the metro just a few steps away. I lived in Madrid about five years ago, and this was my first time back. Staying at El Hostall, with such kind staff, made the return even nicer. My mom and I had a great time about a week ago. The room was spacious and very clean, and the staff were helpful and kind. We checked in late, around 11pm, and I stayed in touch with a staff member to let her know when we’d arrive. I’ll definitely stay here next time I’m in the city.

The location was good and the staff were friendly, but the rest of the stay was terrible, and the hotel doesn’t deserve its current rating. The single room I booked didn’t meet basic standards. The bed sagged so badly I couldn’t lie straight. I told the receptionist I’m a sports coach recovering from a back injury and that this bed made the pain much worse, but he said he couldn’t help then. The walls were thin enough that I heard the neighbours talking and doing other things until 3am. I’d been told I’d have a balcony, but an air conditioning unit took up the whole thing. The hotel felt old, the towels had holes, and the beds were clearly long overdue for replacement. The next day I was moved to an upgraded room, but its shower was broken. Water went everywhere when I turned it on and soaked many of my things. The receptionist kindly used duct tape on the shower head as a temporary fix and promised it would be repaired the next day. By then I felt very uncomfortable and was exhausted from being kept awake, so I booked another hotel for my final two nights. They said someone would contact me about a refund, but no one did. I called and emailed several times and have been ignored ever since.

The rooms are simple and a bit small, but they were clean, and I slept comfortably during my three nights here. It’s well placed near the center and metro stops. You can hear neighbours snoring, so bring earplugs.