.Before booking, please be aware that Kasa apartments are run like a managed service. There is only a staff member on-site for a few hours each day, usually between 11am and 7pm, to handle check-ins. Outside of these hours, you must use their app or email to contact customer support.
We had an issue with our room the first night which required us to move room. hey said we could move later that day once another guest had checked out.
After returning later in the day, we found the new room hadn’t been cleaned yet. The on-site staff member said it would be ready in 30 minutes, but we waited over 90 minutes and had to follow up ourselves. Because all rooms are accessed via keycode, the remote team needed to generate a new keycode for us—a process that couldn't be handled by the on-site staff and took another 90 minutes.
This remote team, not even located in the USA, had to be contacted to move our booking and generate a new keycode. The on-site staff encouraged us to go out for the evening, assuring us that customer support would email us the new keycode, but I wasn’t confident and didn’t want to risk being locked out. Eventually, we received the new keycode.
I've never stayed in a hotel or apartment where the on-site staff do so little apart from handling check-ins. The remote customer support team lacked communication and urgency.