Kasa Avis 

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.

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.

BEWARE!! Do not book with this business!! Booked a studio condo in Pittsburgh in August for a stay in October. We tried to upload our ID to the website and it wasn’t working so we called to find out the unit was no longer available- no one called us to tell us and if we didn’t call we wouldn’t know! We are still fighting to get a refund! DONT USE THIS COMPANY!

There are so many adjectives I could use to describe this place such as Dirty , Nasty, High price slum lord , I could go on and on but you get the picture. I discovered after dropping some change in the cushion of the couch and turning the cushion over, there had been nasty cat pee( or some other type of animal pee on the cushion. It appears as though it had been tried to be cleaned , but the pee stain was to heavy. I asked customer service to replace the couch , they refused, telling me I could move to another room . But why should I be chastised and uprooted to another room because of the cleaning people's negligence. I emailed the owner Mr. Pedan(the owner ) twice and he has ignored me , that is really sad , he is making all of that money off of people and want even buy a new couch in this room where someone else's animal has peed on the cushion. That is truly in my perception a high priced slumlord.

Jeg havde en fantastisk 3 år men så vente de alle sammen og utroligt ondskabsfulde jeg hæver stemme. En gang også blev så utroligt ondskabsfulde de høre til i SS

Kasa Living is horrible !!!!! STAY AWAY. my son and I checked in a two bedroom suite and when we went through the unit the bathrooms were covered in MOLD, in the kitchen cabinet had opened food in them along with DRUGS and chewing tobacco!!!! I packed my son and went to the Indigo hotel up the block which was great. I called Kasa and sent all the pictures of what we saw. They had to audacity to tell me their house keeping went in the room and didn't see any of the findings!!! I also got a police report prior to leaving. they will not refund me my money STAY AWAY!!!!!!

Great location. But too many problems. Paid for the garage, but it would not open. Plumbing problems, could not shower. Access card system broke, so could not get up to apartment in elevator. One thing after another, and very little compensation in return. Left early, even though they would not refund.

Stayed at South Clark Street Chicago. Good clear arrival instructions. Nice apartment as per photos. Tea & coffee were supplied as well as toiletries etc just as you'd expect if staying in a hotel. Great location & lovely views of the city. Would stay again & would recommend

Got to complex, door lock wouldn't work. Asked for help which they reset the code remotely multiple times but was a mechanical issue not a code issue.

After 45 minutes of standing in a dark alley they couldn't provide me access so I told them I was leaving.

They said they would talk to a manager to see if another unit was available, and I said I need to find another place now and can't wait. No unit number was given to me.

The next morning they informed me that they won't give me my money back.

Horrible company. DO NOT USE THEM!!!!

Reviewed all instructions ahead of time.
Parked in temp space. Code in App would not unlock the gate. Pressed help button on gate. Walked to room - got key fob. Brought back to car. Key fob would not operate car gate. Got out of car and stood next to gate in several areas and tried to operate key fob. Didn't work anywhere. Waiting until car exited - Drove in. Walked to door with luggage. Auto unlock in app did not work. Code worked. Enter unit. Both ceiling fan and AC not working - reported to maintenance crew on chat - Was told no guarantee of repair that day - unit was 81 degrees. It was 115 degrees outside. Was told celling fan is broken - a part is on order - and AC maintenance should arrive late tonight. Requested full refund and checkout. Refund was issued next day.
They literally have no way of working if the automated systems don't work as expected. Please stay away if you like to talk to people in person. There's no crew on site, everyone comes from somewhere else, not even sure if there's security either.