KasaReviews of kasa.com

Over the past two weeks, I’ve stayed in two different Kasa rentals in Austin and experienced the same pattern of customer support in both. I report an issue, receive an apology and a request for patience, and am told the local team will follow up. Then nothing happens. I have to reach out again, re-explain the problem, and answer the same questions, often without any meaningful update or resolution. Despite repeated assurances that someone will follow up, Kasa has yet to proactively communicate a concrete resolution. I eventually called and spoke with a customer support representative, only to receive the same assurance I’d already heard repeatedly via text: they would contact the local team and get back to me. For the cost of a Kasa rental, I expect a reasonable level of customer service: ownership, proactive communication, and timely resolution. Apologies and requests for patience are not substitutes for follow-through. Kasa has made it easy to contact customer support, but that is not the same as providing effective support. After two weeks of this experience, I have little confidence that another apology or assurance will lead to a different outcome. Being a message away only matters if someone takes responsibility for what happens next.

0 stars if I could. We booked a single night stay in Boston, however due to the incoming dangerous weather, our TRAIN into Boston was cancelled. We are hours away with no other form of transportation due to weather, Kasa would rather we travel into a storm that shuts down AMTRAK and all flights in the area, than refund us for a single night. Book with ANYONE else if you can.

I booked a 5 night stay at kasa for work. I paid the extra ~$300 to have a room I can cancel. I tried to cancel today, 3 days before my stay. I understand that the policy states you must cancel 5 days before the stay to get a full refund but they will not issue any amount of refund. So Kasa hotels will receive $1500 of my money and I will never even step foot on the property. They will not have to clean it. They even have the potential to book it to someone else and double down on their money. So again, they are receiving $1500 that I will never get back and I won't even be staying at the property. They had zero remorse for the situation, offered no credits of any type. I am simply out of the money. I understand clearly what the policy says but to offer to middle ground at all is insane. I am sure it is a beautiful hotel and I would have enjoyed the stay but the business ethics are awful.

Unfortunately, we had a really bad experience booking this Kasa property through Airbnb. I wouldn’t book Kasa through Airbnb if it’s a last-minute booking. If you’re going to book Kasa through Airbnb, I strongly recommend completing all of the required check-in steps as early as possible and making sure you have all of the information you need well before your arrival. Kasa operates virtually, and we didn’t realize until later in the evening that our reservation was still showing as pending because we were expected to complete additional forms and check-in information through links sent to our phones. The problem was that the links they sent us didn’t work. It took several hours to get the bugs fixed. Even after the issue was finally resolved, we were told at around 1:00am that they had accidentally overbooked the property and could not accommodate us. At that point, we had already made the trip and were left without the place we had booked. We contacted Airbnb and, thankfully, they are refunding us, but we ultimately had to drive all the way back home in the middle of the night. Really was a terrible experience. If you do book a Kasa property through Airbnb, I would verify everything, including that the reservation is fully confirmed and all required forms have successfully gone through, well in advance of your trip.

Scam, not a hotel. The building doesn't say Kasa on it anywhere. No real person on site. Just a phone number to a 3rd world. Customer service is a 0

I would give no stars if I could! We traveled 14 hours via car only to arrive at the destination with no place to sleep. The booking via VRBO still showed as valid. However someone emailed us and cancelled us while we were traveling and didn't really have access to email. When we arrived he had an email cancellation from Kasa. We checked our booking via VRBO, it said it was still valid. Someone really dropped the ball here. We had to frantically look for a place to stay. Wound up paying more money for a place we had no idea what to expect. The whole process is just wrong. They didn't even offer an upgrade to another one of their properties. Just a generic email written by AI stating they were sorry! I feel like they should be held accountable and not be allowed to do this to people. We would expect them to try and make amends with a customer. They just washed their hands and said. Nope to bad so sad. Buyer beware. Please spend your hard earned money somewhere else! No customer service! No help!

They entered my property without permission. Left dirt, dust and documents. They falsely claimed it was an emergency. Avoid.

My reservation was canceled by Kasa only two days before check-in, leaving me scrambling to find alternative accommodations near Santa Clara University at the last minute. The biggest issue wasn't the cancellation itself—it was the timing. By that point, hotel availability was limited and rates were significantly higher. Travelers relying on a confirmed reservation should be aware of this risk. Recommend to find another more reliable place to do business. Absolutely unacceptable and couldn’t even warrant a phone call as I got an anticlimactic text. Would rate lower than one star if possible.