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.
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.
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.
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!!
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.
Rented a villa with REMS. Nothing but a disaster. REMS left us with; Bed bugs, we were full of bites. They were in the beds. No pool No WiFi No TV No Aircon in some rooms No oven/grill Upstairs windows don't lock Wires exposed No electrical appliance instructions No welcome pack One bedroom with no curtain/blind. My daughter had an electric shock from one of the plug sockets. No water after 9.30pm Only one shower was working The cinema room was not a true cinema room. We were there for 4 nights and none of this was resolved during their stay. They didn't care about sorting it. One maintenance man came at 9pm (after we waiting all day). He promised to come back the following day, but didn't turn up after we waited in whole day again. Airbnb gave us a refund and moved us to a different villa. They have relisted the property now and deleted the original listing on Airbnb. Very untrustworthy.
If I could leave zero stars I would have. Poor communication and terrible customer service. Thy took payment for a 4 day stay via air b&b then double booked the apartment and gave no apology or help in resolving the issue. There was no communication until I arrived when they told me I had no reservation and did not help me. Airb&b organised a refund but the REMS team were unapologetic and extremely unhelpful. I would not recommend this company. I have just read the reply to the review which they have just left 4 months after the experience. Airb&b took payment and considered the booking complete. I reviewed the policy and any payment taken is considered confirmed and complete. Complete lack of accountability from this company. AVOID.
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.
