KasaReviews of kasa.com

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.

I booked Kasa through Hotels.com for a family reunion in Dallas. 26 hours before arrival, I receive a text message. Initially it looked like a welcome text so I almost didn't read the full message. Glad I did because it was a cancellation due to a maintenance issue. BUT looking at Hotels.com, the booking still showed, so my payment was tied up. I was on the phone for 1.5 hours with Hotels.com trying to get this sorted because Kasa DID NOT cancel the booking with Hotels.com. Fortunately Hotels.com customer service, albeit slow, rebooked our stay, but shame on Kasa for how they handled the booking. If they are going to use 3P booking platforms, they need to follow through on cancellations. After reading others reviews, it seems this cancellation was fortunate, but I definitely will never trust them again with my travel plans.

Absolutely the worst hotel experience of my life, and I’ve stayed at some crap holes. I booked a room at the Clyde Hotel in Portland, Or. This used to be the old Ace Hotel which was pretty cool. Then Kasa bought it, cut costs, eliminated staff, etc. Kasa is a private equity front, so finance goons who buy up anything of value and strip them for parts, cut staff, minimize costs, etc. Their idea is it’s “convenient” to run a hotel with just online booking and AI. I booked through Priceline and had no information about the “virtual front desk” when I got there. The only “staff” I could find to ask was a rude, insufferable cretin who has no business working in a public facing job. I think the staff are actually just residents who get a free room in exchange for working at the place. The virtual check in requires paying another $17, uploading your ID and scanning your face before you get a text ten minutes later with your room number and key codes. The shared bathroom locks were different than the room locks and I couldn’t get them to work. Again, asking a question was met with contempt, like it was a personal affront and not a normal part of running a hotel. In the hour or two I was there I saw multiple people waiting in the lobby trying to figure out how to check in. On top of that the room was small, cramped, had zero ventilation and smelled like farts. There are plenty of decent hotels in Portland. Don’t waste your time on the Clyde or any other Kasa property.