Kasa Reviews 37

I honestly don’t even know where to start.

I booked Kasa Sunset Los Angeles directly through their website at around $290 per night based on the bright, natural light-filled photos they advertise everywhere.

What I got from Wednesday to Sunday was a pitch-dark room with ZERO natural light. Why? Because there is a massive advertising banner wrapped around the entire side of the building, completely covering the windows.

Nowhere on their listing does it mention this. Not a single word. The photos show sunlight pouring in. The reality is a dark box with a vinyl banner stuck across the glass.

I will be attaching a photo to this review showing the banner wrapped around the hotel so people can see exactly what they don’t tell you when you book.

I complained immediately. I was told I’d be moved Friday. That didn’t happen. Then Sunday. More delays. Constant back and forth. Zero urgency.

Eventually they moved me.

The new room? A constant 24/7 low mechanical humming from a ceiling vent. Not subtle. Not “white noise.” A low pulsing hum that comes straight through earplugs and makes it impossible to properly sleep. It literally goes through you.

Then during heavy rain it escalated. Water started leaking through the windows. There was pooling on the floor. I emailed them. The usual generic “someone will look into it” response.

Minutes later water started GUSHING through a ceiling vent directly onto the bed. Not dripping. Gushing.

At that point I’d completely lost patience and faith in the organisation. I packed my things and paid for another hotel on my credit card that same night because I refused to stay somewhere where water is pouring through the ceiling.

They’ve offered a partial refund (remaining nights plus one extra). I rejected it. That doesn’t remotely cover spending half my trip in a misrepresented dark room and then dealing with noise and water ingress in the replacement.

I’m still waiting for them to refund the Wednesday–Sunday portion where I was placed in a room with zero natural light due to the undisclosed advertising banner.

I’ve now had to initiate a chargeback with my bank.

And to make it even worse, this building has roughly 60 units and absolutely no on-site staff. Everything is handled by a remote overseas support team. So when water is pouring through your ceiling at night, there is no one physically there to deal with it. Completely unacceptable for a property charging these rates.

This trip was supposed to be relaxing. Instead it was stressful, disruptive, and handled terribly from start to finish.

Avoid.

While the apartment in Greenville,SC was very nice, the reservation personnel was extremely frustrating to work with. I left some clothing items behind. The items were located only after I had to make calls to the company. Incorrect contact info was given. Still waiting to receive these items. This company needs to go back Hospitality 101.

Kasa support responded to my issue quickly and kept me updated throughout the process. The issue was also resolved within a few days. Professional and friendly. Thank you.

Aside from the property being in a rather unattractive and pseudo safe part of town;
Aside from the fact that the hallways reeked of weed and there were absolutely NO hangers at all - (We bought some and left them) the final insult was after 9 days they had our car towed from the garage space that we paid extra for to protect our vehicle! They had our car make & model and our license plate. They make it very clear that if you don't park in your designated spot you could be subject to towing. That's it. They ASK that you put a parking pass on the dash - never implying that failing to do so, could result in towing.
We failed one evening and they towed our car! Or rather the predatory towing company that they contract with, went in - didn't bother to check if our license or vehicle was authorized to be there, they saw we didn't have the 'pass' displayed and so they towed it. We called immediately and got an answering service - They said we would hear back that day from the 'Team'. We called 3 times, and no response. We finally got a text days later. We argued that the only towable offense - according to their 'directions' was for not parking in the designated space. They finally said that the towing charges would be refunded. We contacted them again after a week, to say no charges have been credited. They then said we need to call the towing company ourselves to ask them to credit us back! Like a towing company is going to just reverse the charge for us because we're asking them to???!!! We said, "They work for YOU!". Their first remedy after the towing happened was to offer us a 10% discount on our next stay! What a joke! At this point, they tell us they are in contact with the 'Team' and are looking into it. They are just stalling until we give up. I will write a follow up review, if they end up doing right by us. Until then, Heed this: Do not book at a Kasa VRBO. Not good.

I don't have any complaints about the apartment community I stayed in but....KASA the company itself sent me a very disappointing and unprofessional email stating I smoked inside and on the balcony of the unit and that I would no longer be allowed to stay at a KASA. I don't smoke so possibly the photo they took was from the last person but to send me an email with a photo that honestly could be any balcony and say I am no longer allowed to stay at a KASA without a conversation is crazy to me. That is totally fine with me because with customer service like that I don't want to stay in one of your units. The customer service and instructions to get into your place were very complicated anyway! Thanks and yours truly, a nonsmoker!

Not the greatest experience at Kasa
Hotel is nice. Location good.

2 might be a high review ... CHECK in process very frustrating. Texting like it mentions and calling was not a good experience.

We stayed at Kasa Southside Pittsburgh. Their website did not state this location has no parking included. At check in we found out you must park in a pay garage that is located next door. Checking in meant carrying luggage down 5 flights of cement stairs, as the garage had no working elevators. Getting in the front door from parking was a good 2 city blocks away. The washing machine in the unit was broken. Kasa notified us of this at check in. We asked the Virtual Front Desk for another unit with a working washer. It took them two days to notify us we could move to another unit. The Virtual Front Desk locked us out of our original unit without telling us. All of our things were inside the unit! It took many texts and two more lock outs to get us moved. We had to repack, go to the new unit, and found we were locked out again. This wasted about an hour which caused us to miss a prepaid dinner cruise, so we lost $195.00.

The units were clean. The location was good. The Virtual Front Desk texts too polite but not efficient. Furnishings were very Walmart pressed board. Towels were tiny. The building is huge and there is a great deal of walking involved from the garage.

Would I recommend staying there again? No!

I strongly advise against staying with Kasa. From start to finish, my experience was appalling.
• My room’s AC failed, leaving the unit at 76° and humid. A technician entered at 9 PM and left a massive industrial fan so loud I could not sleep. I was promised a $50 refund for this disruption — which I never received.
• On checkout day, I attempted a late checkout through the app. Instead of honoring it, staff repeatedly knocked on my door every 15–20 minutes, harassing me even after I explained I’d be leaving at the approved time. I was later billed for the extension anyway.
• I was charged $226 for “linen damage” due to dark/brown makeup transfer — makeup that is fully machine washable and normal for Black and brown guests. This punitive charge is discriminatory and exceeds their own $200 deposit policy.
• Throughout, my communications with Kasa were ignored, and I was ultimately banned from the property.

This company demonstrated harassment, poor customer service, and clear racial bias. Their practices are predatory and unprofessional. If you value basic respect, fairness, and professionalism, avoid Kasa at all costs.

Review of the Portland Clyde Hotel
It took me some time to decide whether or not to write this review, but I believe it’s important for three reasons:
My experience deserves to be heard.
I want to help others avoid what I went through.
In today’s corporate-driven hotel industry, this is one of the only ways a guest can push back.
I booked five nights at the Portland Clyde Hotel through Booking.com because I was working nearby at Portland Stages. My requirements were straightforward: a pet-friendly hotel that was affordable and close to the theater, since I did not have a car. On paper, the Clyde seemed like the right choice. Unfortunately, the reality was very different.

1. Pet Policy Confusion at Check-In
From the start, there was a breakdown between Booking.com and the hotel. Despite booking a pet-friendly room, the hotel acted as though they had no record of my dog and treated my request as brand new. I had to present paperwork and push back before it was “straightened out.” I was then required to pay a $250 pet deposit.

2. Extension Nightmare
Midway through my stay, I learned I needed to extend by one night. I booked and paid for the additional night through Booking.com. Even though the extension was reflected in their system, the hotel insisted I pay another $250 pet deposit.
I refused, since I was not checking out and back in—I was simply extending. On the morning of my original checkout date, the hotel locked me out of my room and refused to release my belongings until I paid. I spent hours on the phone with Booking.com but got no resolution. This was an outrageous way to treat a guest.

3. AI Front Desk & Lack of Real Service
This hotel operates with an AI-first system, and the front desk staff act as little more than gatekeepers. They are not empowered to resolve issues and instead read from scripts or push responsibility back onto the guest.
Specific examples:
Lighting: My desk lamp was missing a bulb. I needed proper lighting to work, but their response was dismissive:
“Regarding the lightbulb issue, we sincerely apologize for the delay. Our team was notified, but as lightbulb replacement is not categorized as an emergency maintenance request, it can take some time to be addressed.”
While they may not consider this an emergency, for a guest who relies on a safe and functional room to work, the lack of lighting was an emergency. It took three days before the bulb was replaced.
Shower Handle: On my first shower, the metal handle fell off and hit my toe. The damage to the tile was never repaired. Their written response?
“At this time, we are unable to guarantee that this issue can be resolved during your stay. I apologize for the trouble and inconvenience it has caused.”
Technology: I could not get the Roku remote to work. Rather than sending someone to check, they emailed me generic instructions on how it “should” work. The remote turned out to be broken.
Data Security: To extend my booking, the hotel required me to re-upload the front and back of my ID—even though I had already done this four days earlier. I refused at first because of security risks, but they insisted. This left me deeply uneasy about how my personal information is handled.

4. Noise Levels & Refusal to Relocate
This is an old building with poor soundproofing. The guest above me woke at 6 a.m. daily, stomping in high heels and dropping shoes onto the hardwood floor. It consistently woke me up.
I asked to be moved. The hotel had available rooms, but they refused. Their only “solution” was to tell me to use the earplugs they provide.

5. Neighborhood Safety Concerns
The area around the hotel felt unsafe. There is a heavy homeless presence, and while many individuals caused no issues, others were visibly struggling with mental illness. I was told someone had been stabbed nearby just a week before I arrived. This made walking my dog in the area stressful and concerning.

6. The One Bright Spot
The cleaning staff were the only positive part of my stay. They were attentive, kind, and professional. The cleanliness of the rooms was entirely due to their hard work, not management’s policies.

Conclusion
While the rooms themselves were clean, the overall experience at the Portland Clyde Hotel was unacceptable. From pet policy disputes and deposit extortion, to dismissive maintenance responses, to unsafe conditions inside and outside the building—this was not a welcoming or professional stay.
If you value basic hospitality, safety, or respectful treatment, I strongly recommend choosing another hotel.

We stayed in a Chicago 2-bedroom kasa for 4 nights and had an awesome experience. The apartment was clean, comfortable, and had everything we needed.It even had a balcony with a beautiful view! There was an employee from Kasa in the lobby when we arrived to help us. We paid for an early check in, and everything was ready when we arrived. We received several texts leading up to the trip with clear and concise instructions and information. It was seamless! We will be looking for other kasa rentals for our future travel.

Not Dog Friendly – Poor Service and Communication

We booked a 3-week stay at The Dexter (managed by Kasa) for the Traverse City Horse Show with my wife, daughter, and two dogs. The reservation required three separate bookings, but this was clearly one continuous trip.

We chose this hotel because it's listed as a sponsor of the horse show and advertises itself as dog friendly. Midway through our stay, on July 4, I received a call from an overseas call center saying our final 8 nights were being canceled due to “damage” in the original unit. No manager was available, and I wasn’t told what the damage supposedly was until two days later: a small scratch on a door frame.

They admitted the delay in communication was due to being short-staffed over the holiday. When I asked whether the decision was made hastily without proper review, I received no real answer. The decision was declared final, and we were forced to find alternate accommodations with no further discussion.

The unit itself was dirty when we arrived—full of sand and with no hot water. We had to clean it ourselves.

This property is not dog friendly, and the customer service was impersonal and dismissive. I would not recommend staying here, especially if you’re traveling with pets or expecting reliable hospitality.

My 12-year-old daughter and I arrived at their Airbnb located at 230 Bull Street in Savannah GA around 10:55 PM after a long, 7-hour drive, hoping for a smooth check-in, hot showers, and a good night’s rest. Instead, we experienced the most stressful and unnecessarily complicated check-in process I’ve ever encountered on Airbnb.

When we arrived, the “Check-In Instructions” link was unavailable. I messaged the host and was told I hadn’t been assigned a room yet—despite having booked and paid for a specific room earlier that day. We sat outside the property in our car for quite some time, unsure of what to do, while watching what appeared to be multiple suspicious interactions take place just steps away from us. As a mom traveling with a child, this felt incredibly unsafe.

After messaging and calling for help, I was told instructions would be emailed to me shortly. They never came. I called again and waited on hold for a long time before finally speaking to someone helpful, who stayed on the phone with me while trying multiple access codes to get us through the side gate. That didn’t work either—until several attempts later.

Once we got through the gate, we encountered more access issues at the next door. When we finally made it inside, we waited for the elevator—which never opened because apparently it was out of order—while I stayed on the phone with support, exhausted and emotional. I was literally brought to tears on the phone as I sat on the ground with my daughter, not understanding how everything could go so wrong.

Eventually, we were told to retrieve a key from a lockbox on a gate beneath the main entrance. After more fumbling through instructions, we were finally able to access the room—over an hour after we had arrived. It was nearly 3:00 AM before we were able to go to bed after showering.

To try and “make it right,” I was offered a laughable $60 refund—barely 1/5 of what I paid. When I asked for a late check-out so we could recover from the ordeal, I was flatly denied. My daughter and I’s safety and well being are worth a lot more than a $60 refund!

This experience was exhausting, frustrating, and simply unacceptable—especially for the price I paid. I expected a relaxing and safe experience for me and my daughter, and what I got instead was confusion, stress, and hours of lost sleep. Despite the room itself being beautiful, I will never book here again!

My review to them: I am 47 years old. Maybe I'm too old to be your customer. I found you through Marriott and hoped to earn double points. I've been in Airbnb and Virbo homes, and Kasa is clearly the most complicated. It appears that you spent a significant amount of time explaining your long procedure rather than simply shortening it. I got a handicap room with low switches and appliances, but I'm 6'9" and wish I had known that before signing up. Light bulbs were out or missing, I only had two towels, a busted closet, no television in the bedroom, taped over light switches, and broken kitchen knobs. The parking issue was unclear, and it cost me $215 to get my car back from the tow yard. I received eight emails from you, but only one contained detailed parking instructions, which I ignored because I assumed I had already gone through them during the application process. I received a text message containing the most of the parking directions, but the placard portion was missing. 0 stars, buddy.

Wow! Looking at the overall ratings I no longer feel like my negative rating was going to be unique. Booked 8-nights at 900 S. Clark Street in Chicago through my Marriott Bonvoy membership.

Booking was easy, liked the fact there was onsite parking and the "Virtual Desk" appeared responsive. Then I checked in...the first unit was beyond dingy and disgusting -- scuffed walls everywhere, filthy stove top, stained furniture and a broken bedroom closet door.

It then required over twenty minutes to finally connect with a Kasa rep to demand a switch to a different unit. That "simple" process required over two hours in what did not appear to be a heavily booked set of units.

The replacement unit was only somewhat less disgusting, but at that point I needed to get back to work after already postponing a couple of critical business calls.

I made the best of the stay...including doing a fair amount of my own cleaning to make the place habitable.

Cannot understand dirty scuffed walls and stained furniture, and a less-than-spotless refrigerator and oven. At least the bed was clean...

Complained to Kasa directly after check-out requesting a refund of at least 50% of the points I'd "spent" for the rental. Their response: a $30 Gift card and a refund of one night.

I finally found their corporate contact phone hidden within the Marriott Bonvoy site. Spoke to a CRS who had some degree of empathy, but the ultimate resolution was a few more points returned to my account, and no way near what the stay cost. Very disappointing.

A total rip-off unless one enjoys staying in an atmosphere of "ick".

Practically any other alternative would be better.

Was hoping it would be a great service. It's not. And senior management comes from Private Equity...that kind of sums it up.

I booked a 3-bedroom unit at Kasa Southside Flats Pittsburgh via their website in July 2024 for a May 2025 family event. On check-in (May 8), I got a 2-bedroom unit, and staff admitted they never had 3-bedroom units at this location—a clear misrepresentation. The unit was substandard: sticky kitchen floor, smelly towels, a noisy portable AC, and wet towels under a bathroom roof repair. I immediately contacted Kasa, but decoded_text they refused to provide a 3-bedroom or cover my Marriott hotel costs for guests ($370/night market rate). Their offer to relocate me the next day was too late, as I’d already booked the hotel. Kasa’s rejection of my complaint is unacceptable. I’m pursuing a consumer protection complaint and warn others to verify bookings with Kasa carefully. Disappointing for a repeat guest!

I booked with Kasa through ARBNB 5 months before my son's graduation at the Bell Hotel in Athens, GA. A WEEK before, they cancel my booking due to a technical error. The room is listed on their direct website for 5X the amount!!. They said the technical error was that it shouldn't have been listed at that price that far out! I had also confirmed that everything was correct 3 months out and I was assured it was. They decided they could rent it for more and canceled my reservation! ARBNB was no help either. Do not book with this company!!

Simply put, the worst hospitality experience I've ever had. Even if you are tech savvy, never, never use Kasa. It takes an endless stream of emails and texts just to get into the hotel and room (each message is overly long and confusing. There are super-annoying we-don't-trust-you features like giving you the room access code only 30 minutes before check-in. Wifi or cell problems? Too bad mate, you'll be stuck in the rain outside the place you've already paid to stay in. We're staying at the Clyde Hotel, which has on-site staff - but they are powerless to do anything at all. They just send messages to corporate who may or may not get back to you. (Hint: they don't. I asked for a new room (the original one had a constant high-pitched drone which the staff knew about but rented the room anyway). 27 hours later and we're sitting in the lobby, still not in a new room.
I'll be asking for a one day refund in a moment but I'm sure that will require another half dozen emails and a long, long wait. I'm guessing some Tech Bro runs Kasa and has never stayed in any of their properties. Simply put, the worst hospitality experience I've ever had.

Like a virtual escape room trying to get into the property and you'll need to set aside ample time to understand the obtuse, vague, and confusing instructions.

We were given a door code with no instructions on how to activate the lock, a critical piece of information buried in corporate bloatware app info. Great, so after being talked down to by support for not being accustomed to their escape room style hospitality I felt welcomed enough to park the car... which meant digging through more archiac info only to find that you're supposed to hunt down select parking spaces not listed, a random allotment that may or may not contain vehicles. If there's no parking they expect you to text them like a Boomer trying get his grandson to "turn on the Internet". It's completely ridiculous that they can't put together a packet with these instructions so after a long journey you're not digging through app B, article 16-c parking addendum 15. Even security in the building had no idea how the super confusing system worked. The car info could be a simple keychain with the spaces written down, but instead you have to click through 18 different slides in a web app, absolutely ridiculous when you're driving around a metro alone at night.

A simple piece of paper or email with the full instructions would have amended all of this which is why this review is being written. The fact support was condescending and rude added to the distaste but we shouldn't have ever needed support for something that could have been addressed with process improvement.

One of the worst experiences I've ever had, trash tier corpo gaslighting from support, property itself was fine but don't go through this nightmare just to be talked down to Millennials that can't conceive why a check-in process shouldn't be 15-20 steps like a gotcha app...

Screaming this from the mountains because I'm not taking anymore vacations in a world that thinks Kasa is a reasonable way to provide hospitality services.

Woefully disappointed.

#1: 9 March 2025 - booked a reservation for check-in 8 June 2025. CREDIT CARD CHARGED FOR ENTIRE STAY THE SAME DAY.
#2: 10 March 2025 - cancelled reservation. Would not waive $90.00 "facility charge" for two seniors who don't swim. DID NOT REVERSE $400++ CHARGE ON CREDIT CARD!

The trip ended well, but… if you’re not tech comfortable, or want to be tied to your phone all the time, or just want a hotel, never go with them. Spot in Texas was ok, modern apartment, clearly not my style, but dry bed.

However, the site looked like a hotel, not until too late did I realize it wasn’t. I’m not tech savvy or comfortable and so I didn’t sleep well the entire time.

Clean apartment, nice enough but just a poor experience due to limited transparency. GenX or older, I’d suggest a pass.