Google Business
Worst place I have ever stayed. Kasa and their customer service were truly a nightmare.
I had a business trip to Minneapolis. I found Kasa through Hotels.com, which made me believe they were a legitimate hotel.
Here’s a non-exhaustive list of what went wrong.
1. Kasa is not a real hotel. It appears to be a tech company that rents handfuls of units in apartment buildings and then lists them as “hotel suites.” So it’s like AirBnB, except because it’s a faceless company that holds the apatment lease there’s no human host to talk to when things go wrong.
2. Check-in. I received a text message with check-in instructions, but they were wrong. Because there’s no on-site receptionist, I called the 24/7 customer service line, only to get an automated message and hold music. I was never able to speak with a person. I only got inside the building because I followed a tenant, after waiting outside for 20 minutes.
3. Incomplete “hotel" amenities. There was no shower curtain. There was a kitchenette, but very few supplies, no sponge or dish soap, and only one dish towel. Multiple light bulbs were burnt out.
4. Surveillance. I had a friend over for dinner. It was just two of us having a conversation, but at 10 pm, I received an automated text message saying that noise sensors in the unit detected noise and that this could cancel my reservation. After reading other guests’ reviews, this is a common experience. I didn’t consent to being surveilled, and frankly it’s creepy that Kasa has money for noise sensors and surveillance technology but not for a receptionist, customer service, or basic things like a shower curtain.
5. Parking—this was the nightmare that harmed my client trip and ultimately caused me to book another hotel and leave my Kasa reservation early. In my original reservation with Kasa, I requested parking. However, when I arrived and tried to access the parking garage, my online reservation denied my request because I “did not register a license plate number at 3:30 pm.” Note: I arrived on an evening flight, for a business trip, and I was driving a rental. I had no way of knowing my license plate number at 3:30 pm. AND Kasa had already charged me for parking. What hotel locks guests out of the parking garage after 3:30 pm, for parking spots they already paid in advance for?
After multiple failed attempts to call Kasa, I got a text from their customer service after midnight. Via text message, I was able to get them to add my license plate to my reservation at 1 am. HOWEVER, the following night, when I parked my car in the parking garage WITH Kasa’s parking permit displayed on my dashboard per their instructions, my car got TOWED for $300. The apartment building staff told me that this happens *all the time* to Kasa guests. So on a morning when I was supposed to meet with my client, I was instead working to get my car out of the impound lot.
At that point, I no longer felt safe at Kasa. I left after staying for only two nights, despite booking for five nights, and paid to stay the remainder of my business trip at another hotel.
Throughout all of this, I was never able to get a customer service person on the phone. I only received texts that they made no exceptions about refunds. Truly awful. Do not stay at Kasa. Go stay at a regular hotel with an actual front desk receptionist, instead of paying these faceless companies for their grift.