4/10 Rating
Great unit and location, but no hot water and a slow, scripted response
I stayed two nights in October 2026 for work. The unit is large and comfortable (if a bit dim) and the Lower East Side location was great for me.
Shortly after check-in, Kasa texted that the building had a boiler outage and promised updates. That was the last I heard until I followed up myself. I had no hot water from check-in to checkout, and I wasn’t offered another unit or property.
What frustrated me most was the support. Kasa has no front desk, and every text and email reply felt scripted, restating policy rather than engaging with what I’d said. When I asked for compensation at checkout, they offered $100 on a $682 stay, then 25%, which they called “final.”
Update: Later that night, after their “final” offer, a human from Kasa’s escalations team reached out, acknowledged the lack of updates and alternative accommodations, and increased the total refund to $250. I appreciated that, and it’s the response I’d have hoped for on day one. If you stay here and something goes wrong, push early to reach a real person. I’m all for leveraging automated service agents for routine asks, but a service disruption this significant deserves human attention.