Don’t ever book with PROPR

Shocked. After sharing my experience, Propr has now blocked me — which says more about their ethics than anything else. Please don’t ever book an Airbnb hosted by them. I have now heard that many people have had the bad experiences with Propr.

We booked an Airbnb hosted by Propr weeks in advance. We arrived on the 19th at 6:30pm after flying with our baby. We specifically booked a one-bedroom with a bath and paid extra for a cot. As we landed, I got a message sent at 17:30 - the apartment “smelt of smoke,” even though it had been “aired out all day.”

Their “solution”? Push us into studio apartments in a completely different part of Cape Town — no bath, no separate room for the baby, no balcony. And no refund. When I asked them to place us in something at the same level as what we booked, they admitted they had options available… but only if I paid the difference.

I said I would still go to the original apartment for the night and deal with the smell until the morning. Suddenly… the booking was cancelled. Just like that. Leaving a mom and baby with nowhere to go at night, with Propr refusing to cover any costs. They stated Airbnb had cancelled on their side which Airbnb confirmed was a LIE. The booking was cancelled by Propr.

After I shared what happened, they blocked me. And then magically, the next morning, I was contacted with a “more appropriate” option. Apparently this had “nothing to do with social media” and that this is “not their usual service.” Yet since posting, I’ve received countless messages with bad stories.

Since this we’ve spoken to a senior person who continued to defend their actions. He also changed the story to an ‘absolutely trashed’ flat.

A strict no smoking policy and apparently a “leave a couple and their and baby with nowhere to go” policy too. Better to be on the pavement with fresh air. I find it hard to believe. Leaving us with nowhere but their lesser options to go at 7pm the night of.

We are lucky we have friends and family to go to but imagine if we were arriving from overseas. It’s just disgusting. I strongly believe in not letting businesses get away with messing with people. So sharing here.