10/10 Exceptional
This is my second Kasa property. The space was great, easy to find, comfortable, quiet, clean. The check-in was a catastrophe. A little background: they send a link to complete registration in advance of your arrival: you have to upload an official picture ID. Unfortunately, my driver's license expired (oops) and their link was broken, only allowing me to upload a driver's license, which, of course, they rejected twice. I tried using their text and messaging tools to contact them for help but they didn't respond. I had to call (twice) over the course of two hours to get the help I needed. Unfortunately, I had to become STERN (ick) which I did not enjoy but it was after 9PM when I made the second call to their customer service and I had to re-explain the problem. Saturday night in Alexandria VA with no confirmed hotel room is not great.
The second call resulted in a fix. All they had to do was send me a new link. I uploaded my passport and immediately got my hotel access codes. Also, they refunded a portion of my stay and gave me a spectacular room with a courtyard. lol