4/10 Rating
My stay at Kasa was overshadowed by serious privacy concerns
I enjoyed San Diego, but unfortunately my stay at Kasa was overshadowed by serious privacy, maintenance, and communication concerns.
On August 26, I verbally reported a sewage-like odor coming from the bathroom to an employee. The employee came into my unit while I was present to investigate. I did not personally submit a separate maintenance request or authorize anyone to enter my unit later while I was away.
The following day, I returned from the pool and was alarmed to find the door to my unit open and a maintenance manager already inside my bathroom. I had received no call, text, notification, or other advance notice that anyone would be entering my unit while I was gone. When I questioned him, he told me there was a maintenance request concerning the bathroom sink/drain. I explained that I had not submitted that request and told him how upsetting it was to return to my accommodation and unexpectedly find someone inside.
I was traveling alone, and this made me feel extremely uncomfortable and unsafe in a space I was paying to occupy privately. I immediately documented the incident with Kasa by text and specifically expressed that I did not want anyone entering the unit while I was away.
There were also maintenance issues with the unit itself. The bathroom and bedroom doors did not properly close/lock, and some of the kitchenware was rusted. I reported these issues so there would be documentation that they were present during my stay.
Kasa subsequently arranged for maintenance to inspect the doors, but they could not provide me with a specific arrival time. Because I had plans and did not want anyone entering while I was gone, on August 28 I cancelled the maintenance visit in writing. I explicitly asked that no one enter my unit while I was away, and Kasa confirmed by text that maintenance would not stop by.
Despite that confirmation, later that morning someone came to my door and announced “maintenance.” Thankfully, I was still inside and did not open the door. I contacted Kasa again and was given an apology and told that a note would be added. After what had happened the previous day, having maintenance arrive after I had specifically cancelled the visit and received confirmation that they would not come was especially troubling.
After checkout, Kasa's response to these incidents and the maintenance problems was to offer me 10% off a future stay. Considering that my primary concern involved privacy and feeling uncomfortable with employee access to my unit, an incentive to stay with Kasa again did not feel like an appropriate resolution.
There has since been another issue that I want to document carefully. I discovered that a five-star review had been submitted through Expedia for this stay that I did not write or submit. I contacted Expedia customer service to report the unauthorized review and was given a case number. I do not know how the review was submitted or who was responsible, so I am not attributing it to Kasa; however, I think it is important to disclose given that the five-star review does not represent my opinion or experience.
I have retained my text correspondence with Kasa, including my report of the unannounced entry, my written cancellation of the subsequent maintenance visit, Kasa's confirmation that maintenance would not come, and my message documenting that maintenance nevertheless arrived.
The apartment had positive features and I enjoyed my trip to San Diego, but the way these incidents were handled significantly affected my stay. Guests should be able to expect clear communication before employees enter an occupied accommodation, particularly when the guest is away. I hope Kasa reviews what happened, including the work order and entry procedures involved in my stay, and improves its procedures so another guest does not have the same experience.