2/10 Rating
A Disheartening Experience at Stile by KASA
While Stile by Kasa professes to embody luxury, my recent stay left me questioning the very essence of that term. Previously known as the Ace Hotel, this establishment has evidently neglected its maintenance since the takeover. Upon entering my junior king suite, I was confronted with a disheartening scene: carpeting that appeared to be a decade old, marred by unsightly stains, and furniture that seemed to have weathered far more than just time.
The drapes were a particular point of concern, featuring dark brown water stains and evidence of mildew that suggested a lack of basic care. It was astonishing that a hotel would charge guests for such subpar accommodations. While I appreciated the prompt response from management in removing the drapes and refunding a portion of the resort fees, it hardly compensated for the overall experience.
On my last day, while adjusting the temperature in the shower of a smaller room, the heavy brass shower handle unexpectedly fell off and struck my right toe with significant force. The pain was immediate and intense. In the days that followed my checkout, my toe became increasingly swollen, ultimately leading to the loss of my toenail. I promptly informed the front desk of the incident and submitted photos of my injury to Kasa Management. Unfortunately, my efforts to seek compensation were met with indifference; despite the severity of the situation, no action was taken on their part.
What compounded my frustration was the inconsistent communication from Kasa's safety team. Initially, they acknowledged the defect and assured me that maintenance had been addressed. However, after seeing the images of my injury, their narrative shifted, asserting that they no longer believed the handle was defective. This left me bewildered and deeply disappointed.
On a brighter note, the onsite staff exhibited commendable professionalism and kindness, a testament to their dedication despite the apparent shortcomings of the management. It's clear they are deserving of better support and resources.
In conclusion, Kasa's prioritization of profit over guest experience is evident, leaving much to be desired in terms of upkeep and quality. Until meaningful improvements are made, I cannot recommend Stile by Kasa as a luxury destination. Greed is indeed very ugly. I wish I could post photos because it was far worse than it sounds.