You wonder about reviews trustworthiness? Here’s an extent of it. You’re more than welcome to read through.
Foreword.
We went through mishaps in bathroom. Cleanings during our stay were not provided yet we did not complain about that because found level of cleanliness disappointing. On top of that, A/C heating system can be unpleasant (more detail as follows).
Story.
Host is a pro within property management with a portfolio of hundreds of units across South Africa and Middle East. They are quick and thorough with providing information to guests yet misaligned when it comes to deal with time sensitive essentials and / or issues.
Ultimately very friendly and welcoming, host is on the real team of maybe 20/30 running after the organizational which makes the customer experience a bit complicated from time to time. The situation we came through became slightly tolerable thanks to Propr team and their friendly approach although Airbnb policy and the business model of property air / online managed created by Airbnb itself does not match with efficiency and high quality customer service.
We booked 1-month stay at unit on 14th floor in Bree Street. The Boxy (31 sqm) yet well designed 1-bed, faces the quietest and nicest side of the building ie. facing Lion’s Head / Signal Hill and partly ocean view. Amazing sunsets in a city flat so far in 10 years of traveling back and forth Cape Town across different accommodations.
Basically brand-new mini-flat coming with full set of Smeg appliances although should not be thinking at it as a plus (Entry-level appliances provided by builder). The Samsung 55 in. flatscreen is a plus in such boxy lounge for real. Sofa enough for two although not loungy. King bed, big enough for any type of person but mattress already tired speaking of which, we were fighting to sleep in the middle to feel comfortable. We’re in good shape and fit fyi. A window in bedroom, straight next to bed, comes with air leaks you feel it even shutting up curtains.
Back to Kitchen, it comes with high quality pots, doable frying pans (we found just one out of three not scratched usable) although cutlery not enough for a long stay ie. 2-3 weeks or monthly stay. No drinkable water at the check in but ¼ milk box. Mini set of olive oil / herbs - pepper very much appreciated. No salt though.
Facts.
At the check in found huge water leaks in the bathroom, shower over flooding caused troubles, big ones ie. first shower at noon after long haul flight (20h) arriving 5.40 am, we ended up soaking up the water from the floor and doing massive cleaning across bathroom & bedroom. Thereafter we invested ten days to find a solution to shower problem with Propr’s maintenance team, the guest experience team. It took time, patience, flexibility by us back and forth from host office, extensive email conversation et cetera.
In the end the problem solving was 1h work but it took 10 days for host to go for it through all the third parties involved in the situation. We got refund for the inconvenience yet how can you really compensate ten days which do not affect just the price of the accommodation?
Most importantly, no one of those “happy customers” leaving incredible reviews on the unit ever reported the issue to host. Maintenance team first visit after claim admitted shower stupid design and tiles outward inclination increase the issue (ie. the problem was factual by the first day the builder delivered it to owner).
Let’s talk about central heating A/C system which releases heavy weed flavors across? In spite of the no smoking signs one will get the smelly joints smoked by tenants on the same floor and delivered through the A/C unit anytime, in particular at 10 pm and / or 5/6 am. whilst you’re keen for some rest instead.
Debrief.
Living a digital nomads lifestyle we got the habit to triple check things yet can’t help but admit the Airbnb business does not work with mid-term needs (short term too). Thriving business for anyone but customers. Airbnb overall don’t care of providing anything but blah blah blah.
In general, property description never match with things on the real. Hosts got the habit to treat guests as chickens in a farm. Service fee in South Africa utterly unfair for customers, privilege hosts (this is how Airbnb opens up new markets). When into trouble Airbnb automated system tosses canned response and closes cases.
We have faced extra costs for the inconvenience of booking via Airbnb and faced extra trouble with the rebooking. Never ever again through Airbnb.
Narrowing down to Propr, it is a fair pro host which makes your stay pleasant despite the possible inconvenience and we’ll definitely consider to book straight through them in the future although the Cape Town short-term market is highly competitive which brings to lots of third parties involved hence the alternative accommodations became way too distant from customers’ needs, waay pricey vs market demand.