Hostal Pacios

We were made to leave even though I showed the receptionist our payment receipts, proof of payment, and email confirmation. He said the payment was pending. We had told the hostel beforehand that our flight was delayed and we'd arrive late. At the address on our booking, we saw the hostel's name on the gate, and a man who said he was the receptionist confirmed we were in the right place and let us in. We were inside the property, trying to work out how to get into the room we'd paid for, and waited in the cold halls. He didn't speak English, despite English-speaking staff being advertised, and communication was extremely difficult. He seemed rushed to leave because he said he had somewhere to be, and insisted we go. He didn't calmly explain the situation or try to resolve it. The police were called several times as things escalated, with shouting and complications. We tried to cooperate, but were still forced to leave despite our proof of payment. During the police involvement, we suspected he was part of a scam because he seemed to twist the story. We never went to another hostel or got the address wrong. This wasn't a misunderstanding on our part. We followed the booking instructions, arrived at the correct place, and showed valid documentation. Hi Lola, your response is inaccurate. I'm sharing this so other travellers know what happened. Don't book here for a Madrid stay, even to save money. I'd rather pay more somewhere else than go through that nightmare and hell again.