Before deciding to finalize the reservations I made for family members, I specifically asked if the hostel had an elevator because they would be bringing heavy luggages. This was confirmed by a hotel.com agent. During check in however, my family members said the elevator wasn't working and they had to drag their bags 3 floors up with no offer of assistance from the staff. This was very disappointing. The good side is that the rooms were very clean and comfortable, the front desk Andres was friendly and handsome, and the location was excellent. Everything was very close: churches, free walking tours, nice restauranfs, flamenco show and especially Chocolateria San Gines for the best churros! Hopefully, they will fix their elevator so they will get a perfect review!