REMS

Great villa, questionable company..

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.