8/10 Very good
The Good: Although there are a lot of steps to be made prior to booking and checking in, once you stay you see why. The security measures taken are top notch. My family and I felt safe. The facility was VERY nice as well, beyond expectation. I would say that if you have small children, this may not be the ideal spot as they have a noise curfew at around 9. Very convenient location, near many ideal sites.
The Bad: Upon arrival on 5.13.22, we noticed that there was paint and plaster on the floor, stool, and counter tops along with a card that showed the dishwasher was replaced. My wife immediately responded via the virtual app about the issue, however we did not get any response. Since the property was still nice, we were not going to make a big deal and it was close to 5 pm on a Friday, close to the weekend so we did not expect any response until Monday.
The Ugly: We did receive a response. However, it was to advise us that we were being charged $250 for damages and were banned from their property. My wife responded but she was dismissed and treated rudely via email and phone by Kris Ward and Kylie Hansen respectively. She even sent timestamped pictures to them. I called and spoke to Jen, who was empathetic, then spoke directly to Kris, the Trust and Safety representative to politely explain the situation. He cut me off multiple times, took me in circles to get info on their corporate office, refused to advise who his direct report was and told me that he was the highest point of complaint and I would not be getting my $250 refunded. He advised that our complaint was not found in their system, HOW CONVENIENT! He also stated the housekeeping team did not see damage prior to our check in (I can’t see how), and that they had no record of maintenance being done in that unit (despite a card being left on the counter saying the dishwasher was replaced on 5.9.22. This was piss poor customer service. My wife nor myself had ever been treated in such a manner. She eventually logged on to LinkedIn and sent messages to the higher ups about our experience.
However....Their corporate team went above and beyond to rectify the situation. My wife was contacted by a few people expressing concern over how it was handled. We were refunded the money and provided with other compensation as well for inconvenience and experience. They even offered to help us find other lodging options in any of their other cities of business if we decided not to stay at Kasa again. It’s good to know that one bad apple was not a reflection of the Kasa bunch. Their swift and overwhelming response is my reason for changing my initial 1 star rating to a 4.