Propr poor service: No recovery of forgotten items & Management miscommunication

I booked with Propr in December 2023 and checked out on the 2nd of January 2024 (Stayed on 35 on main, Cape Town). I forgot a few clothes in a drawer in the apartment I was staying in. 1. I contacted them via whatsapp asking about the clothes. A person called Nathalie responds and says they’re not there and nothing was found by their cleaning team. I then come the following day telling them that I am 100% sure the clothes are there (also describing where they are exactly). I then get a response that my clothes are found and can be collected from their offices in Somerset Square in Greenpoint, Cape Town and that I should arrange for collection (Signed at the end ‘Guest Experience Team at Propr‘) I then send a friend to go collect the clothes. He goes there only to come back empty handed with reason that they said they could not find the clothes. Angered by this, I text Propr on whatsapp telling them that this unacceptable as I asked him to go there for the clothes and he instead got his time wasted. Additionally, I don’t think it is fair to have our stuff mixed up with other people’s because now seemingly we might not get all the clothes we left there.

2. Nathalie responds saying their team will contact me once the clothes have been located. I respond telling them that that is not what they said when they told us we may come and collect the clothes. Nathalie then responds “Hi Ekho We will be in touch as soon as we hear back to let you know about the clothes.” …which to me looked like some chat gpt generated response??? -I follow up 2 days later on whatsapp - I get a response that they’re still looking for the clothes and that they have over 500 properties and people leave stuff (signed at the end “Propr Guest Experience Team) -I follow up the following day on whatsapp and I get a response that a manager has been added to the task to see if the process can be sped up(signed ‘Suzanne’) -I follow up 3 days later on whatsapp and they say they will get back to me as soon as they have an update. (Signed at the end ‘Taylor’) At this point I realise that they’re giving us a run around and I call the number on the Propr website. The first consultant on the phone said my friend may come and get the clothes the following day they’re ready- I get off the phone to find out from the friend what time he can go and collect the clothes. When I call back to give the time, the 2nd consultant says they do not know anything about our clothes and she would inform us by morning what was happening, and guess what? they never contacted me. My friend still went and still got nothing- They were saying they can’t find the clothes. I asked to speak to the lady there (Andile) on the phone and asked her to please look thoroughly and that my friend cannot leave without the clothes. She said she’s going to look again. The friend texts me later saying they’re saying they cannot find the clothes.

Basically to sum it all up, if you’re to ever forget your belongings in any of Propr apartments forget about getting them back and they’re going to give you a run around in trying to get them. Additionally, there is so much miscommunication in their team/management.

That’s it! I’m never booking with Propr again