4/10 Rating
Before booking, please be aware that Kasa apartments are run like a managed service. There is only a staff member on-site for a few hours each day, usually between 11am and 7pm, to handle check-ins. Outside of these hours, you must use their app or email to contact customer support.
Upon our return from dinner after checking in, we noticed a gap in the blinds due to one being broken, allowing sunlight to enter early in the morning. We contacted customer service for maintenance, and their response was:
“I understand the concern with the blinds letting sunlight in early in the morning. Our units are equipped with blinds that may not fully block out the light, and it seems like this is the case in your unit. Unfortunately, we are unable to provide an onsite solution to adjust or replace the blinds during your stay. For a temporary solution, you might consider using an eye mask for sleeping or arranging a makeshift cover with a towel or blanket to block out the light. I understand this is not an ideal solution, but it may help mitigate the issue for the time being.”
If this had been the only issue, I could have let it go. However, we also heard a tapping or dripping noise coming from behind the wall, which kept us up for most of the night—hardly ideal after a 9-hour flight. We contacted customer service again and asked to move rooms. They said we could move later that day once another guest had checked out.
After returning later in the day, we found the new room hadn’t been cleaned yet. The on-site staff member said it would be ready in 30 minutes, but we waited over 90 minutes and had to follow up ourselves. Because all rooms are accessed via keycode, the remote team needed to generate a new keycode for us—a process that couldn't be handled by the on-site staff and took another 90 minutes.
This remote team, not even located in the USA, had to be contacted to move our booking and generate a new keycode. The on-site staff encouraged us to go out for the evening, assuring us that customer support would email us the new keycode, but I wasn’t confident and didn’t want to risk being locked out. Eventually, we received the new keycode.
I've never stayed in a hotel or apartment where the on-site staff do so little apart from handling check-ins. The remote customer support team lacked communication and urgency.
Luckily, the rest of our stay was fine once we moved to the new room, but the poor customer service means we won’t stay here again and do not recommend it to anyone.