Never book with PropR. Appealing customer service and ********** experience.

I sent the below message to a Propr agent on Thursday - full list of experiences and grievances. Another agent responded saying she will get back to me by end of day; and in the meantime offered me a complimentary 2 hour late check out. She did not get back to me until Friday, with the solution of a 10% discount on my next visit. What a joke - as if I would ever book with them again. ********** service and poor communication. See message below which was sent to them, highlighting their countless mistakes:

Attention: Justin

The service I received from Propr for my stay has been utterly **********.

You promised that you would get back to us regarding the check in disaster on Sunday, and up until now; the only communication I received was “what to do for check out”. Upon seeing my email today, I am even more aggravated.

I am reaching out to you one final time, highlighting the grievances and menace of an experience I have had.

I will definitely make my review about my experience public on AirBnB and Hello Peter, once I have checked out and if my grievances are not compensated.

Honestly, this type of service is incredibly unacceptable.

1. I messaged at 7:16am on Sunday as soon as I made my booking 2. ⁠I requested an early check in, which I understand was not possible 3. ⁠After agreeing to a 3pm check in, at 11:44am I got informed that I can only get the keys at 4pm due to cleaning service issues. An inconvenience, but I accepted it. 4. ⁠I arrived promptly at 4pm, waited for 10 mins, to find no one. The person texting me, Warrick, said that *Yolani* was there to give me the keys. I waited again, to no avail. I then called and spoke to Chelsea, who kept me on hold for 16 mins, “figuring it out”. The call got disconnected and no one called me back. 5. ⁠I texted Warrick, asking for a call back, which he didn’t. 6. ⁠I then tried to get a hold of him by calling Propr; to which the person who answered the phone said “Warrick is not online”. Once I told him of my issue, Warrick suddenly became available and took my call. He said he was mistaken and it was not Yolani who came, but another team member. 7. ⁠The “concierge” didn’t even come and introduce himself. He was hovering outside by the security desk. When I approached him asking if he was from propr, he asked what unit I was looking for. How on earth am I supposed to know the unit number?!? The concierge then said that the cleaner took the keys. And then he just walked on his way up and down to security, point blank refused to give me any direct contact number to reach anyone, and sending vn’s to someone saying his battery is going to die. 8. ⁠When I reported such to Warrick on the call, he said “the concierge has already left to fetch the keys, just wait”. I responded to Warrick by saying that the concierge guy was standing next to me, not gone anywhere!! Then Warrick spoke to him on my phone and then told me that he will be back in 5 mins. 9. ⁠At 4:50pm I sent Warrick a WhatsApp to list my grievances and follow up about receiving the key. He did not respond. 10. ⁠Until 6:05pm, I did not hear a word from anyone. I then messaged on WhatsApp and that’s when you, Justin, called and spoke to my partner. You promised to give us feedback and you promised that the concierge would be there waiting. When my partner went down, the concierge said to him “oh where’s the girl. Because she must come up to see the place because I left my phone upstairs in the room”. Infuriated, my partner told him to go and get his phone and then took the keys and left.

What good is it to me if I can leave my bags there but don’t have access to my room. I was fortunate that my mate lives across and had allowed me to use his premises during this chaos. However, it was a huge imposition and I really over stayed my welcome. I was not here on holiday; and had things to do besides wait around for keys.

I paid money to have a service, and I’ve not received that service.

I don’t know what kind of service you guys are running, but I look forward to hearing your compensation for my ****py experience.