REMS Reviews 

Great service

We recently stayed at an apartment in Malaga through REMS. The apartment was nice and in a good location. However after checking out we were contacted by REMS and accused of causing some damage to a cupboard unit. They said there was a burn mark and took 145 euro’s off my credit card. We know the damage was not by us as we don’t smoke and had not even touched that bit of furniture. I would not recommend using this company for Bookings.

DO NOT BOOK THIS ACCOMMODATION
- especially if you are expecting a peaceful holiday.

Unfortunately, what was supposed to be a relaxing family holiday in Fuengirola turned into an extremely disappointing and frustrating experience.

We paid approximately €2,900 for a 10-night stay and specifically chose this accommodation because of its location. We travel to Fuengirola every year and deliberately wanted to stay within walking distance of the beach, promenade and restaurants. We were travelling with our young son, so being able to walk everywhere - including returning home with the stroller in the evening - was an important reason for choosing and paying for this particular property.

We arrived on Thursday. At approximately 9:00 AM on Friday, after our very first night, we were confronted with extremely loud construction works directly next to the accommodation. The noise was impossible to ignore and seriously affected our stay.

Most importantly: these construction works were NEVER disclosed to us before booking or before arrival. There was no warning in the Airbnb listing or reservation information that we would be staying next to an active construction site.

We immediately contacted REMS on Friday morning and made it very clear that the level of noise was unacceptable. They acknowledged the construction and noise disturbance in writing.

Initially, we were told that there would be no construction during the weekend, which supposedly gave us some time to find a solution. However, we were woken up by the construction noise AGAIN on Saturday morning.

We tried to remain patient and reasonable because we understood that finding alternative accommodation at such short notice might take some time. Unfortunately, this patience worked entirely against us.

One alternative eventually offered to us was in Benalmádena, further away from the location we had intentionally chosen. It would have meant becoming dependent on transportation to reach the beach, promenade and restaurants. For a family travelling with a young child, this was absolutely not a comparable replacement for an accommodation specifically booked in central Fuengirola within walking distance of everything.

Despite reporting the problem on Friday morning immediately after our first night, a suitable financial solution was only offered to us on Monday.

We were eventually offered a refund of approximately €1,800 of the €2,900 we paid, because we had technically already stayed several nights at the property.

This is the part we find particularly unacceptable.

We did not choose to spend those days happily accepting the situation. We reported the problem immediately on Friday morning and spent the following days waiting for REMS to provide an appropriate solution. During that time, we continued to experience the very noise disturbance we had complained about from the beginning.

As a result, we are effectively losing approximately €1,100 for days during which our holiday was already being seriously disrupted, while we had notified them almost immediately that the accommodation was not what we had booked or expected.

We have videos clearly documenting the construction site and the level of noise from the accommodation, as well as written communication confirming that REMS was aware of our complaint and acknowledged the disturbance.

For almost €3,000, we expected a relaxing family holiday — not to wake up to major construction works that had never been disclosed to us and then spend several precious holiday days trying to negotiate a solution.

Construction itself can obviously happen and may sometimes be outside a host’s control. What IS within a host’s control is informing guests beforehand, communicating transparently and resolving a serious complaint promptly once it is reported.

Had we known about these works before booking, we would never have booked this accommodation.

Instead of enjoying the holiday we saved and paid for, we have spent days dealing with noise, messages, negotiations and the stress of finding somewhere else to stay at the last minute.

Based on our experience, I strongly recommend booking somewhere else. If peace, transparency and reliable problem-solving are important to you — particularly when travelling with children — I would not take the risk of booking this accommodation.

We stayed at apartmrnt in c.alvaro de bazan appartment was very spacious.host was very helpful and accommodating.clean and very modern would definitely come back and stay.
Also Debra was very helpful.

I was very disappointed with my stay.

Before arriving, I informed the property of my arrival time, but when we arrived, no one was available to check us in. We had to wait outside for around two hours in the hot July weather in Málaga, with our two children, standing in the street under the sun. Despite the situation, we were not even allowed to enter and sit inside while waiting. This was extremely stressful and unacceptable, especially with young children.

During our stay, we experienced several other problems. My child accidentally wet the bed, but we were told that because our stay was only two nights, changing the bed sheets would require an additional charge. The coffee machine was broken; we were told someone would come to fix it, but nobody came. There were also not enough blankets available — we only received one blanket for four people. Every time we contacted them, we received the same repeated answers, but the problems were not actually resolved.

Overall, the accommodation did not meet the standard advertised or the level of service we expected. The lack of support and the way our concerns were handled made our stay very disappointing.

Although Airbnb offered a partial refund, it did not reflect the inconvenience, stress, and poor experience we had. I hope the property improves its service so future guests do not have the same experience.

Oumaima was very helpful in guiding us through how the apartment opened and REMS answered our questions promptly.
I would recommend them again

Beautiful apartment in a great location! Air con was brilliant and nice and spacious! Very well equipped

Service is really really bad, got an apartment with a smell you can’t handle for longer than 5minutes. Needed to wait for 4ours. Wanted my money back and they won’t give money back. They got me an apartment outside of the city 40minutes away. No transportation nothing. Don’t go here! They want help you.

Great communication! Very clean space and a great location! Thank you very much for this stay! Hopefully be back soon!

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, disappointing 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.