We booked a room due to the view that we had of the space and the mountains. The room that we received was looking into a whole lot of buildings and was not what we had booked. We immediately went back to reception and inform them that we received the wrong room and could they double check. We then waited an hour for them to try and sort it out I were given three options either cancel the reservation, be happy to stay in the room or upgrade at an additional fee. We did not want to upgrade. We just wanted the room that we booked.
Eventually they agreed to upgrade us the following day but we had to stay in the room for the night. With loud music in the 2 opposite rooms next door as well as passage smelling of dope, we decided that we did not want to stay in this establishment any longer. Propr eventually AGREED to charge for the 1 night and credit the following 2 nights as we needed to book alternative accommodate.
We specifically asked for this confirmation because we told them that we are going to need to book and look for alternative accommodation. We then went and booked alternative accommodation at a greater expense to us due to the short notice. An hour later we received a message via Airbnb that Propr is now not cancelling our reservation.
We checked out the next morning and they refused to give the refund as they claimed that there was no agreement or discussion referring to a refund. We told them to look on their internal system. They came back still insisting there was no agreement or discussion of a refund on record. This is their internal communication system so they would definitely have a record. We were very lucky as we insisted on taking a photo at the reception of the internal communication between management and the staff on duty confirming the refund, as we had a feeling.
Only once letting them know that we are taking this further with Airbnb and having actually sent them the photo of their internal correspondence did they then agreed to refund us.
The sad part of the whole interaction is a complete lack of integrity. Choosing to be deceitful and be dishonest and lie about the communication was rather shocking. If we had not taken a picture of Managements internal communication system with the staff, we would definitely be out of pocket.
If we see any properties managed by Propr we will definitely avoid them. A lack of good business ethic and integrity guarantees you a lost client. Just a really sad and negative experience.