2/10 Rating
TLDR: DO NOT STAY HERE
I wish I could give this establishment zero stars. For starters, before checking in they give you 2 options: 1. Pay $25 extra for “incidentals” or 2. Take a $250 hold on your cc. I chose option 2 as that is standard at hotels and am used to it. However, that should’ve been my first red flag. I should’ve known then they would look for any reason to charge me “fees.”
For context, I booked a 2bd 2br apartment for a long weekend trip with friends. Upon check in their instructions indicated that I did not have parking despite paying for it days in advance. When I texted their 24 hour line they were quick to let me know that I did indeed have parking. I then asked if there were specific instructions for parking in which I was told I could park anywhere. That was a lie.
When I arrived and attempted to park the car, I parked in the garage and left, thinking I did exactly as I was expected. However, I again clarified by sending a text asking if I parked in the correct spot. It was only after I did this that I was informed that there are 2 garages and that the Kasa guest can only park in one. When I went to move the car to comply with their directions, I learned that although the car tag to open the garage works to access that garage, there are no keys given to kasa guests that will allow access to it. Basically, my car was trapped inside the garage and I couldn’t get to it. So I texted their concierge to let them know I had mistakenly parked in the wrong garage and asked if they could open it. They were unresponsive and I eventually had to follow in a tenant through the garage in order to move my car in compliance with kasa instructions. Not sure how long they would have let me be stranded with the car inside a garage I couldn’t access.
I then moved the car to the correct garage but again, there was no specification about where to park (despite my inquiry) so I drove into the garage and parked the car in an open spot. I then texted the concierge again letting them know that I had resolved the issue on my own regarding parking in the wrong garage. They replied immediately with instructions on parking. Which included that in the garage there were designated spots for Kasa guests. Something that despite asking twice for instructions I had not heard. And in fact I had been told the opposite. That I could park anywhere in the garage. I’m not sure why this wasn’t told to me before. I’m also not sure why the parking instructions were not sent to me 2 days before my trip when I explicitly asked about where to park the car. Or before I arrived when I asked again. However, immediately upon receiving the updated instructions I moved the vehicle and properly parked. I followed all instructions.
I would have chalked this up to a misunderstanding had the rest of the stay been normal. However, the second shower handle in the room was falling off and had to be handled delicately. Again, not something that you would expect in a normal stay.
Also, upon check out I received instructions to leave the garage pass (upass) and the key card access in the key lock box upon leaving. I followed those instructions and left the building. Later the same day I received a text indicating that I will be charged $100 for a missing upass. To their credit, they gave me the opportunity to return it if I had mistakenly took it. The thing is, I didn’t accidentally take it with me and they knew that just as well as I did. I delivered the pass in the lock box as instructed.
I believe this company is running a scam. They are charging me $100 because they think they can. This is fraud. It’s a lie. Everyone should be warned about this because I think if they did this to me, they are probably doing this to many people. I believe they are fraudulently charging guests extra “fees” for “not returning something” so the can make extra money on their end. They have every motivation to do this. I have no motivation to have kept their upass. I wish I had mistakenly taken it so that I wouldn’t have to fight them over $100.
This place is a scam.