2/10 Rating
0 out of 10 I would not recommend this property to anyone. My experience was incredibly disappointing, and I regret booking this stay. I made my reservation back in April for a trip with my mother, and based on the pictures advertised online, I expected clean, comfortable accommodations. Unfortunately, what we encountered upon arrival was nothing like what was advertised.
The room was filthy, the beds were practically on the floor, and the room had an unpleasant odor. The overall condition of the accommodations immediately raised serious concerns about cleanliness and sanitation. I was traveling with my mother, who cannot comfortably sleep in a low bed, making the situation even more unacceptable. After spending money on a reservation months in advance, we should not have had to walk into a room in that condition.
We immediately returned to the front desk to express our concerns. Although an alternative room in a newly renovated unit was offered, I was not comfortable moving my mother into another room after the initial room had already given us serious reasons to question the property’s cleanliness standards. At that point, our confidence in the accommodations was gone. A guest should not have to wonder whether the next room will be sanitary or feel pressured to accept a room transfer simply because the original room was unacceptable.
What made this experience even more frustrating was Kasa’s response when I requested a refund. Rather than meaningfully addressing the condition of the room and the reason we did not feel comfortable staying, the response emphasized that an alternative room had been offered and that my reservation was subject to the cancellation policy. This approach felt dismissive and failed to acknowledge the actual problem. I did not cancel because I changed my mind or simply decided not to stay. I was dissatisfied with the condition of the accommodations provided and did not feel comfortable proceeding with the stay.
The fact that another room was offered does not erase the initial experience or automatically resolve the concerns that prompted us to leave. I expected a company managing hospitality accommodations to take these complaints seriously, demonstrate accountability, and make a genuine effort to reach a fair resolution. Instead, I was left having to defend why I did not feel comfortable accepting another room and continue pursuing a refund.
This was a disappointing experience from the condition of the room to the handling of my complaint. The online pictures created expectations that the actual accommodations did not meet, and the response to my concerns only added to my frustration.
I booked this stay months in advance, was traveling with my mother, and expected a clean, comfortable place to stay. That is a basic expectation, not an unreasonable demand. I would strongly encourage anyone considering this property to carefully research recent reviews and think twice before booking.
I am still seeking a full refund and a proper review of this situation. Based on my experience, I would not book this property again, and I cannot recommend it to others.