KasaReviews of kasa.com

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.