2/10 Rating
Convenient location, but significant service failures made for an uncomfortable stay
Likes: The location is excellent, just off the 101, making it easy to get around Hollywood and the surrounding areas. The main bed was comfortable, and having a kitchenette was a really useful addition for preparing breakfast or simple meals. Depending on which apartment you're in, you can also get great views of the Hollywood Sign and Griffith Observatory, which is nice.
Dislikes: We booked a two-bed apartment for four guests, with one standard bed and one sofa bed. However, when we arrived, only the standard bed had been prepared. The sofa bed hadn't been made up, and there was no bedding provided. We ended up borrowing pillows from the main bed and using a small, dirty throw blanket from the cupboard.
We contacted Kasa, who told us the issue had been resolved while we were out for dinner. But unfortunately, when we returned, nothing had changed. We then spent the evening going back and forth with customer support, only to be told they had no timeline for resolving the issue and asked us to "bear with them." By 3am, there was still no bedding, so the two guests using the sofa bed had no choice but to sleep with two borrowed pillows and the dirty throw. During our stay, we also spoke to another guest in the lift who had been told to take a duvet from a different apartment, suggesting this wasn't an isolated issue.
To make matters worse, the apartment's air conditioning appeared to be stuck at 77°F. Despite multiple attempts to adjust it, the temperature never changed, making an already uncomfortable night even worse.
As we were leaving, we were greeted by what appeared to be sewage backing up into the entrance of the car park. There was foul-smelling, dirty water with visible debris covering the exit, making it difficult to avoid walking through.
Kasa ultimately offered a $50 refund for the entire stay. Given that two guests effectively went without a proper bed setup for the night, this felt wholly inadequate.
Overall, this was a very disappointing stay. Mistakes can happen, but it's how they're handled that matters. The lack of urgency in resolving such a basic issue, combined with poor communication and compensation that didn't reflect the inconvenience caused, left us extremely disappointed. I wouldn't stay here again or consider booking another Kasa property in the future.