2/10 Rating
This is an ILLEGAL company. They've leased a bunch of apartments in a prime location to post an online B&B, and do nothing else to actually run the operation. There is literally NO STAFF on premises for any kind of help. They force you to upload ID during check-in. Our room was supposed to be available by 4pm, but it was being cleaned until 5pm. And, we saw what kind of a shallow job the cleaners had done.
The bedding smelt bad-- like old mold. Next day is when we discovered it was an unlivable room. Barely any good supplies in the bathroom or bedroom. Kitchen was poorly stocked. The mold smell was so bad, our clothes were reeking of it even after returning from the trip. Bathroom exhaust wouldn't work, and it was raining in there from all the condensation after shower. Everything, including toiler paper, was drenched after a while.
We called their 24/7 helpline. First few agents that picked up sounded like unbothered teenagers. Finally got to a lady after trying several times. According to her, *registering our complaint* about the room was the main part of their process. When the issues would be taken care of? No one knew, and it was seemingly not important at all. We said we would check out, and asked for a refund for the remaining stay. She just couldn't do that, and offered to move us to another of their great rooms. We moved to a real hotel in the downtown right away.
Our short trip was marred by this awful experience at Kasa. Their 5-star reviews seem totally staged. For our check-in getting delayed, they offered us a refund on the cleaning fee, which was supposed to be processed more than a month ago. Still no sign of the refund, and they cannot even share more details of the same.
The apartment complex is taking a huge risk by letting Kasa manage a portion of their apartments. It looks like nothing but an illegal operation, as I said in the beginning.