What customers mention most
Our experience with this property was extremely upsetting and completely unacceptable. During our stay, my partner and I discovered an undisclosed camera-like device inside the accommodation. This was never disclosed anywhere in the listing, house rules, or check-in information. Naturally, finding something like this inside a private rental caused immediate distress and concern regarding our privacy and safety. The host/property management later attempted to dismiss the issue by claiming it was “just a sensor,” which frankly is difficult to take seriously considering we have clear photographs of the back of the device stating “Indoor PHOTO Detector.” Regardless, guests should never be left discovering undisclosed monitoring devices themselves during a stay. The situation became serious enough that Airbnb’s Safety team intervened, refunded our stay, and relocated us to alternative accommodation. That alone demonstrates the severity of what occurred. What should have been an enjoyable trip to Málaga instead became stressful, disruptive, and emotionally draining. What has made this even more frustrating is the handling afterward. We have repeatedly tried to resolve this properly and discuss the matter further via email, yet our attempts have largely been met with delays, lack of response, and what feels like stalling tactics rather than genuine engagement or accountability. This was not a minor inconvenience — it was a serious breach of trust and privacy that completely impacted our experience. Based on how this situation was handled from start to finish, we cannot recommend this host/property management and would strongly urge future guests to exercise caution.
I stayed with 7 other friends in REMS' 5 bed, 10 person villa near El Canado in Málaga. The villa itself was lovely - set high above Málaga, it had excellent views over the city and the sea. It was well stocked and had all of the amenities you could need during your stay. My only niggle with the property is that I couldn't find any tea towels, which would have been useful for washing up/drying hands. 2 of the rooms had balconies, which again has beautiful views of the property and beyond. So why the 2 star review? REMS left a lot to be desired. On one of the days, the water to the property stopped, meaning we couldn't shower or get a drink. We messaged REMS on AirBnB who responded quickly and asked for photos/videos of the issue. This is understandable, but we then went back and forth for 2 hours over message sending numerous videos and pictures before an engineer was sent out. I understand that these would be needed to help the engineer identify the problem, however I was up and down like a yo-yo and it was disruptive to our day, hunting for fuse boxes etc. around the property. We were told we could go out, however understanbly none of us had showered. The engineer finally arrived in the early afternoon and thankfully sorted the issue. My second gripe with REMS is that the pool cleaner came on our final morning (a Thursday), before our 11am checkout. It's great the pool is cleaned regularly, however it stopped us from using it before we left that morning which was disappointing given the weather the day before was poor and we didn't get the opportunity to go in. Could the pool not have been cleaned post-checkout? Finally, 2 weeks after our stay, which coincidended nicely with the end of the window I could leave an AirBnB review (intentional I wonder...), REMS tried to (unsuccesfully) charge me €46.27 for a 'burnt microwave'. The cleaner had noticed this during their cleaning, however neither myself or any of my party had used the microwave. I hadn't thought to take any pictures as we hadn't used it. The request was rejected by myself and thankfully by AirBnB - the before and after pictures were not taken from the same angle, so it was unclear when the damage had occurred as you could not see the side of the microwave the burn was on in the before picture. I found this situation frustrating because 1. The burn had not been caused by us and 2. Because the issue was raised exactly 1 day outside the review window on AirBnB which I can only assume was intentional. In short - beautiful villa, questionable company.
Very disappointing experience. We reported two cockroaches during our stay, and the host told us a cleaning team would be sent. When we followed up, it was clear no one had come — the cockroach we had trapped in a glass was still there. Despite being assured it had been cleaned and that they would check and get back to us, we never heard anything again and ended up staying three days with the issue unresolved. After our stay, we complained and were first offered a €50 refund, which was not acceptable given the price we paid. This was later increased to €90, but with unacceptable conditions: €45 immediately and €45 only after three months (once the review period had passed). We were also told we could receive the full €90 immediately if we gave a 10/10 rating.
Really sweet people, clean rooms and cheap. Recomend !!!!!!!
The damp house with water weeping off the ensuite walls all the time, the damp bedclothes , the paint peeling off the wall in multiple places (hidden by a sofa in the living area) the mould, the painted over areas where there clearly was rising damp , and the continuous damp smell in the ensuite bedroom was totally different to the pictures of Calle Goya in Belamendena on Booking.com . Despite raising this with the REMS company over many weeks they finally returned a standard letter ( addressed to someone else not me !! ) saying "systems confirmed to be functioning correctly. " .Dampness is not a system that functions correctly. There are videos and pictures to back up what we said but they just keep denying any issue. This house should never have been let out in winter . We live in a cool country in but do not need to leave the heat on at night even in winter . Even with the heat on all night in this house it was so damp I had to sleep in a track suit. The property ruined this section of our holiday and then the total lack of meaningfully dealing with our bad experience of a reasonable expectation to rent a property fit to live in was strung out and ignored . Avoid anything managed by REMS.
I had the misfortune of booking through this company recently. The property was an active building site. The entire building was covered in scaffolding outside and in. Woke up to builders working and even looking in the window. There was no heating. Every time we plugged in an electrical item like hairdrier the fuse blew. Probably dangerous. None of this was communicated prior to arrival, we obviously would not have chosen to stay on an active building site. This is a disgrace and this company should be avoided at all costs.
Good service
Our experience was extremely distressing and completely unacceptable. During our stay, my partner and I discovered an undisclosed camera device inside the accommodation. This was not mentioned anywhere in the listing or house rules. As guests, we expect basic privacy when staying in a private rental, and this discovery caused immediate concern and distress for both of us. We reported the issue promptly, and Airbnb’s Safety team became involved, which resulted in our stay being refunded and our relocation to alternative accommodation. This response alone indicates the seriousness of the situation. What was meant to be a short and enjoyable stay in Málaga was instead overshadowed by stress, uncertainty, and the disruption of having to move at short notice. Despite the seriousness of the incident and the fact that two guests were affected, the handling of compensation afterward was deeply disappointing. The offer made did not reflect the gravity of a privacy breach, the distress caused, or the loss of enjoyment of our trip. Communication was slow, and we were left chasing for updates on a matter that we believe warranted urgent attention. This was not a minor inconvenience — it was a fundamental breach of trust and personal privacy. Based on our experience, we cannot recommend this host/property management and would urge others to be extremely cautious. Note there reply says it was a sensor. It’s comical. The said “sensor” we have a photo that clearly show the back of it that says indoor PHOTO detector. Tried emailing you to discuss the further. You haven’t responded!!
Amazing experience and customer service. Will definitely be staying with REMS again!
Booked an apartment in the centre of Malaga for a 3 night stay. The correspondence from time of booking, to meeting a lovely lady from the REMS office to let me in to the apartment, to being able to leave my luggage at their office, to getting a taxi to the airport was seamless. The staff at the REMS office bring customer service to a new level, it was a pleasure dealing with them all.
3 days in Malaga luxury apartment no hot water or heating whole stay. Arrived late Friday night to no hot water. I heating! Promised it would be dealt with on the Saturday after many calls and emails finally told could not be fixed. They could not move us but told if we left we would be refunded. On Sunday we looked for somewhere but as it was a bank holiday it was impossible to find anywhere. They have now offered me 50euro for a stay that costed 880 euro for the inconvenience !!! Not hot water is a serious fault more than inconvenient . Company id awful if anything goes wrong. They sent a reply with apologies but NO COMPENSATION be careful as if there is a problem no help or compensation available . IT WAS UP TO REMS TO FIND ALTERNATIVE ACCOMMODATION IT SHOULD NOT HAVE BEEN LEFT TO US TO DO SO.
Three weeks ago myself and my partner had the pleasure of staying in a REMs apartment right in the centre of Malaga. The communication before and during our stay was impeccable! As we had an early flight on the day of arrival, we were able to drop our cases off at their head office, so we could go and explore until able to check in. The apartment was really cosy, with everything we needed and shops, bars and restaurants all on our doorstep. Also only a short walk to Malaga port and Malagueta beach. We really can't recommend REMs enough and we will definitely book with them again, as we really would like to visit Malaga again, hopefully next time to see the big Christmas light switch on! A special thanks to Reem, Kristina, Irena and Michelle that I had direct contact with, but the whole team were brilliant. Thanks Sarah
Just stayed in a fabulous apartment in malaga.The service from REMS was fantastic.They kept in contact several times during our stay to ask if everything was OK and to let them know if we had any questions.We did have a small issue with the door and within 10 minutes one of their staff (Florenza)was at the door to help us.Outstanding customer service
Great experience with REMS Group. Fabulous apartment in a great location. Super comfortable, spacious, modern & clean. Planning to return as soon as possible.
Stunning apartment in very good location. Comfortable beds, spacious, clean and modern. Will be back for sure.
Based on 40 verified customer reviews, REMS holds an average rating of 4.1 out of 5 — rated Great on ReviewTerminal. 78% of customers gave 4 or 5 stars.
