2/10 Rating
Absolutely TERRIBLE! We were locked out and stranded! Nothing went right! Nobody cared. DIRTY! See pictures and videos of dirty floors, dirty bathrooms, no toilet paper and caked-on dirty balcony. To be expected from a technology company that convinces an apartment complex to let them rent out unused apts. No work goes into making it a good stay for guests. It is made VERY CLEAR to not ask anyone that actually works on-site for any help. We couldn't check-in and in fact did not even know where to go. You are not told a location until the day of arrival. In our case, not until we found somewhere else to stay because we could not check-in due to a technology glitch. Imagine having to drive around or finding somewhere to park, in an unfamiliar town, so someone in India can try to fix your issue. You can chat or call someone, but no one local to speak with and the call center employees from India certainly don't know what is going on, nor do they care. We asked how long until we know where we are staying or when the glitch will be fixed. They just said they could not give us an answer. A text then follows up and tells you you will have an answer in 24 hours! We finally decided to make other plans and told the chatbot to cancel our reservation. All of a sudden, because they are losing revenue, someone is trying to convince you to stay and our issue gets resolved. We didn't want to stay there anymore. Lack of empathy answer from them was "you only had to wait 30 minutes" without considering that they just told us they did not know when the issue would be resolved nor did we have anywhere to go/wait. It was a 2-night stay and they refused to refund us (they offered a $30 credit, I refused and then they negotiated to $40-$50 (Nice job, KASA, caring about keeping that $$$, not how we were treated). They send you an email that offers you gift cards. I didn't look at it because I was upset with them. Guess what, it expires after a week or two! Since we were paying we went over the next afternoon. THE PLACE WAS DIRTY! Elevator had trash in it. Entering the unit, it was obvious the place was not cleaned well. Dirty floor, dirty carpet, dirty showers and bath tubs. The balcony furniture and even the walls were caked with dirt. Dirty towel left between washers. 1 bathroom had NO TOILET PAPER. No extra tp anywhere, either. 1 roll for 2 bathrooms. Chat with the chatbots and again, they tell you it will be 24 hours for resolution. No one can clean the apt because nobody works there. No one can bring you toilet paper because NOBODY WORKS THERE! I imagine they have to pay a random cleaning company to bring you toilet paper. It took 6 hours to get some. Light out in 1 bathroom. Door slams against wall because hardware is damaged. Dirty TV screen. Trim falling off door. There isn't a manager to ensure cleaning is done correctly or maintenance to make sure things work. The technology company, KASA, just crosses their fingers and hopes that nothing goes wrong! We had it after the little dog next door kept barking and barking. Chat bots or call center workers from another country can't help. We had to leave. Did not spend a night in the place. What if the front door lock or balcony was not locking correctly? What if someone is playing music too loud all night? Overflowing toilet? Appliances not working? No one around to help and no one to care. VERY UNNERVING. Also NO POOL, only street parking where there are tow signs everywhere, NO GYM for working out. Bedroom walls do not go all the way to the ceiling so no privacy.