6/10 Rating
Rating this 3 stars because of the customer service. No complaints, it was top notch. The folks at the front desk tried their best to fix our problem with the power they had, and I really appreciate their time for it. Otherwise this would be a 2 star from mismanagement on a corporate side.
Kasa's rooms are a part of a larger building with its own apartments and people living there. So elevators have to be shared. Sadly there are too few elevators for the amount of traffic and floors (6 total for 52 floors, but technically only 3 depending on which section of floors you're on), so there is often a 5-10 min wait in a line during work rush hour times.
Our toilet started leaking on day 2. My SO is a handyman, so he knew it was a type of leak the toilet has to be replaced for. Indeed that needed to happen, but the handyman on the apartment's staff didn't have an extra toilet on hand, as another Kasa apartment's toilet had the same issue a day before. The best he could do was a temp fix and hope that it held for now. We requested a new room, but Kasa was completely booked in all their locations around Chicago apparently, and had nowhere to move us, since the bath is unusable.
Customer service tried their best to work around this corporate mismanagement. It took several hours and several calls (had to call Kasa corporate through a phone tree. Kasa rep called me back to help but there was no sound on their end. I called back and had to go through the phone tree twice as it reroutes to Kasa's generic number...)
We were temp moved to another room for the night, to see if they can fix the toilet in our room by tomorrow. When moving to the temp room, I had to do a brand new check in and have another $250 hold on my credit card (along with the original hold on the first room). More bathroom trouble, this time with me getting stuck inside. The door was slightly off so when I closed it, I couldn't open it from my side. My spouse had to brute force it open. Eventually we went back to our original room and it was okay to stay there. Though on the last day before checking out, the toilet started leaking again. Hope they fixed it before the next person checked in.
Kasa requires an ID upload and facial scan on their site to finish checking in. This is mandatory. You have to show id again in person as well. With so many breaches happening to different companies everyday, I would not have booked if I knew it required you to give this info.
The rooms were clean, and it was mostly quiet, but I would not say this aparthotel is a good enough value for the cost, unless you have 3+ people in a room that need a kitchen.