2/10 Rating
One of the worst hospitality experiences I’ve ever dealt with.
Kasa’s cancellation policy is 48 hours. I had purchased the extra cancellation protection and a legitimate personal emergency and contacted them 16 hours in advance to explain the situation and ask for help. (Because apparently emergencies are supposed to follow a schedule?) Despite this, they refused any refund, any future voucher, or any flexibility whatsoever.
I wasn’t asking for anything unreasonable, just a future credit and some basic empathy. Instead, I was treated like a cash cow. I’m now out $2,000, with absolutely nothing to show for it.
To make matters worse, there is no real customer service. No one answers the phone. I had to call three separate times just to get a call back. When I finally did, it was a generic call center that has zero authority to help and has to “ask upper management” before doing anything , which effectively means nothing gets done.
Because I didn’t want the booking to go to waste, a close friend rushed last minute to take my place. This is someone who stayed here a year ago under previous management and actually recommended the property to me. He immediately said the experience was nothing like it used to be.
During his stay, a fire alarm outside the unit went off for roughly 3 hours, until close to 2:00 AM. Management was contacted multiple times while the alarm was actively blaring. No urgency. No response. Nothing was done until hours later. He barely slept.
When he asked for any form of compensation due to the overnight disturbance and inability to sleep, his request was flatly ignored.
So to summarize:
• No flexibility during a documented emergency
• No refund, no voucher, no empathy
• A middleman call center with no authority
• A serious overnight disturbance ignored for hours
• Refusal to compensate for an uninhabitable situation
• A drastic decline in quality since new management took over
This place was once recommended. Under current management, it absolutely should not be.
Text interactions are documented below with photos. Telephone communications are not.