To start with the positives, the apartment is in a great location, is well equipped and comfortable. The apartment is as described and as you see in the photos. Propr were willing to provide a later check-out but in circumstances where I did not respond in time to say how much extra time I needed, they kept our bags safely at their office.
The negatives… the property is managed by an agency rather than a private host and this was clear to me from the poor check-in process and ineffective communication when we had a couple of issues.
Starting off, the lock box outside Propr’s office from which we collected the key was not locked - it already had the code that I was meant to put in to unlock it.
The person who checked us in was useless, she gave us no information other than to say that the wifi was “eh-eh” and that maintenance may or may not come around at about 5pm to fix it. I had to press her to understand what this meant and when she gave me no clarity, I got a telephone number from her to call for info.
I called Propr guest communication as soon as the check-in person left. They did not know about the wifi issue but said they would enquire and get back to me. Long story short, guest communication was informed that maintenance had come over and resolved the wifi issue. That was incorrect; nobody had come and eventually the wifi was connected at 10:30 the following morning. I understand that technology fails but there was very poor communication about when it would be resolved and my husband lost a whole afternoon/evening and half a morning not being able to work.
The biggest issue was that shortly after we checked in and tried to get clarity on when someone would come for the wifi, we tried to leave but the key for the only entrance gate to the apartment did not work. We were locked in. I immediately called guest communication. While very polite, guest communication could not resolve the problem and had to communicate with others. However, the person did not come back to me about what I could expect. So I called (repeatedly) the number that the check-in person had given me. Eventually someone picked up. I explained that we were locked in. She said she would get her team on it so I assumed this is a manager or someone in a position of authority. Again, she did not call me back to tell me what would happen to resolve the situation and she stopped answering my calls. My biggest concern, which I explained to propr, was that I had my 2.5 year old son with me, no food for him and in the event of an accident, I would not be able to get out. Eventually, after I constantly badgered guest communication, threatened that I would call a locksmith myself, someone came with a spare key almost 3 hours after I informed them that we were locked in. Again, issues arise but I felt the communication was really bad and that this would not have happened with a private host. The following day, I was in touch with someone at Propr, who apologised and refunded us EUR 60 (price for a night was EUR 90-100). In my view this was not fair compensation, which I noted. But I also acknowledged that fairness is subjective and I did not want to engage on the matter any further.
Other more minor issues… We did not have the check-in manual that explains the house rules and other information which Propr expected to be there. The safe did not work (we got batteries to operate it two days after we checked in). I saw marks on the top of one of the toilet systems and plenty of dust on the lamp on the side table in the main bedroom, which suggested to me that these surfaces were not wiped, which I would have expected them to have been. I did not raise this with Propr as I was done complaining and just wanted to enjoy my holiday.