2/10 Rating
Absolutely appalling!
We were travelling myself, my wife, our son and my mother-in-law. We had booked the room with two bedrooms for four people. When we got there, we got the code for the room with only one bedroom made for two people.
There is no personnel on site, so we had to call and text with the remote personnel. We arrived at 4pm and it took hours and hours with no solution. With night coming and my son having to sleep (he is only 2), no solution had been found. They offered a 20% discount, but that does not give my mother-in-law a place to sleep?? They also offered a refund, but given we by no means could book a hotel at the same price on the same day that was not really a solution either. They would not pay for another room for us either. I always replied to them within minutes, but sometimes they would not reply for >1 hour. We asked them to pay for one single room for our mum-in-law so she could have a place to sleep (even though she would be sleeping elsewhere) at the same standard, but they did not accept that either even though it was their fault. Please keep in mind that they had not informed us about moving us to another room before we entered either. We had to find out ourself. After more than 5 hours of waiting on our holiday and with our son already asleep in the night, they offered 50% discount. We had to book a room for my mum-in-law which was more expensive than the reimbursement we got, so we ended up with a economic loss due to Kasa's fault. I am both very disappointed with not getting the room we booked (2 person room instead of 4), but even more so of the absolutely crazy lack of customer service and response from Kasa. I usually do not complain like this, but I simply have never experienced anything like it. Basically, they were at fault all along and never offered any good solution. I had to spend more than 5 hours negotiating my way to something that still resulted in a financial loss for us.