KasaReviews of kasa.com

I have NEVER dealt with a company that would not allow me to speak with a supervisor to assist me in a situation. Their customer service department is absolutely HORRIBLE!!!!

I was very disappointed with my stay at this property. The check-in process was unnecessarily complicated and there is no reception on site. I was asked to complete a large amount of information that had already been provided when I made the reservation. In addition, there was no secure place to store luggage. We were told to leave our suitcases behind an unlocked door, which did not feel safe at all. The apartment was not properly cleaned when we arrived. I found sheets, towels, a pair of jeans, and a t-shirt still inside the washing machine. The floors were sticky, there was hair throughout the apartment, and the kitchen is in poor condition and needs several repairs. There were three of us staying in the apartment, but only one bed was provided with sheets and blankets. As a result, one of the beds could not be used properly for the first two nights, despite our repeated requests for additional bedding. The mattresses are extremely thin and worn out. They sag significantly, making them very uncomfortable and giving the impression that you are sleeping directly on the wooden frame. The apartment is also minimally equipped. The number of plates, glasses, and pieces of cutlery is barely sufficient, which makes it inconvenient for three guests. Overall, my experience was very disappointing, and unfortunately, I would not recommend this property.

Our recent stay at Hotel Davis in San Diego was by far the worst hotel experience we have ever had. The room was extremely dirty, with grime on everything from the bathroom fixtures to the only lamp provided. There was no desk—just a small cocktail table and a single chair. When we reached out to Hotels.com for support, they were completely unhelpful. Unable to stay at Hotel Davis, we were forced to move to another property owned by the Kasa corporation. This cost us an additional $744.13 for two nights, on top of the $405.95 we had already paid for three unused nights at Hotel Davis—which was never refunded. To make matters worse, Kasa inexplicably charged us $30 on April 4th, 2026, even though we did not arrive in San Diego until April 24th. For just two nights with Kasa, we ended up being charged a staggering $1,180.08. We will never use Hotels.com again, and strongly warn others to avoid Kasa due to their dishonest and untrustworthy practices.

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.

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!

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.