2/10 Rating
Stay away from Kasa — discriminatory, unprofessional, and downright predatory.
I have never experienced treatment this unprofessional from a hotel group. My unit was stuck at 76° with humidity my first night, and instead of fixing it, they sent a technician into my room at 9 PM, disrupting my evening and leaving me with an industrial fan so loud I couldn’t sleep. I was promised a $50 refund for that miserable night — I never received it.
On the day of checkout, I tried to book a late checkout through their app. Instead of a simple charge, I was harassed with repeated banging on my door every 15–20 minutes, despite my saying I’d be out by 1 PM. They later tried to charge me anyway.
The worst part? They slapped me with a $226 “damage” fee for makeup transfer on linens — something completely removable with normal washing. This is not “damage,” it’s racist and punitive, especially when it disproportionately impacts Black and brown guests who use darker-toned makeup. Adding insult, I had already paid a $24 deposit, and their demand even exceeded their own posted $200 security deposit policy.
Instead of addressing my complaints, Kasa banned me and doubled down on these predatory charges. Their behavior is hostile, discriminatory, and completely unprofessional. If you value respect, fairness, or even basic hospitality, do not book with Kasa.