Complaints

This profile includes complaints for Kasa Living, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kasa Living, Inc. has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kasa Living, Inc.

  221 Pine Street Suite 500 San Francisco, CA 94104

• 

  Kasa Living, Inc.

  120 S Whitfield St Pittsburgh, PA 15206

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Unsanitary and Unhygienic Bedding * Multiple hairs were found on the bedsheets in two separate bedrooms, indicating a clear failure in housekeeping standards.* One bedroom emitted an unpleasant odor from the bedding, suggesting improper cleaning or possible mold/mildew contamination.2. Critical Safety Hazard: Exposed Nails in Flooring One's foot was punctured by a nail while walking barefoot in the unit. Despite immediately notifying your staff and receiving slippers/a first-aid kit, this incident required urgent medical attention. Due to critical business commitments with clients, we were forced to postpone seeking a tetanus shot. He is now experiencing intermittent discomfort and remain concerned about potential complications from untreated wound contamination.3. Disruptive HVAC System The air conditioning unit produced excessive noise throughout the night, rendering it impossible to operate while sleeping. This forced us to choose between enduring sleeplessness in stifling heat or subjecting ourselves to unbearable auditory disturbance an utterly unreasonable expectation for paid accommodation.

  Business Response

  Date: 04/17/2025

  Dear Wei, 

  Thank you for sharing your feedback. We acknowledge the concerns you raised and want to assure you that we took appropriate action upon receiving your report. Kasa engaged our local team to address the situation, and the unit was re-cleaned, fresh linens were provided, and a new first aid kit along with a new pair of slippers was delivered to ensure your comfort. Additionally, a refund of $498.45 has been issued as a gesture of our apology.

  We believe the actions taken represent an appropriate and fair resolution. Our priority is the satisfaction of all our guests, and we trust that the steps weve implemented will effectively address your concerns.

  We take great pride in maintaining high standards for cleanliness, safety, and guest comfort, and what you experienced is not a common occurrence. The situation you encountered is an isolated incident and does not reflect the typical experience at Kasa properties.

  Should you wish to discuss this matter further, our Trust and Safety Team is available to assist. Please feel free to contact us directly at ********************** or **************. Thank you again for bringing this to our attention. We remain focused on ensuring a positive experience for all our guests.

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23205353
  
  I am rejecting this response because:

  We have replied the Kasa team based on their feedback. The offered compensation is not acceptable to us. It is truly disappointing that the unprofessional way that your apartment was managed and cleaned, as well as the customer service you have provided. What had happened with the nail on the floor and thus bleeding during our stay was not inconvenience, however it was serious safety hazards should never ever happen in any hotels& apartments. The hurt is hurt. We are seeking a full refund. 

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 04/23/2025

  Dear Wei,

  Thank you for sharing your concerns with us once again.
  

  Were truly sorry to hear that the resolution and assistance weve provided did not meet your expectations. Please know that we take all guest feedback seriously and have approached this situation with care and thoughtful consideration.
  

  We have provided a response and gesture we believe to be appropriate, and we regret that it did not align with your expectations. If you wish to continue this conversation, our Trust and Safety Team is available at **************.
  

  Thank you again for the opportunity to address your concerns.
  

  Sincerely,
  ******************start="726" data-end="729">
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter's volleyball team booked eight rooms at the Kasa Living ********** location, March 6-9, and we were appalled at the conditions of the apartments.We had one room with a clogged toilet with visible excrement in it from the previous tenant, that did not get fixed during our stay, a room with extreme cigarette smoke smell, and another unit was filthy: hair in the beds and on the bathroom floor and walls. mold in the bathroom, hair embedded into the towels, bug traps with roaches stuck to them, old food in the toaster, and more. Other units were also quite dirty and generally shabby. The bathroom cabinet drawers were filthy with hair and dirt. It took the entirety of our stay to get the team managing the property to agree to a small reduction in our payment to compensate us. They would only agree to one night for the two rooms with major issues, plus a smaller amount for the smokey room. They did not come to clean or fix any of the problems - however they said they sprayed air freshener in the smokey apartment but you could not tell.We spent the whole trip asking for cleaning that never arrived, only to be shortchanged on a refund. It is terrible business practice and a shameful example of the service that you are providing.We are still waiting on the refund. The worst units were W230, E239 and E227.Ideally we would receive further compensation and a guarantee that your company will fix this property so that no one else has to endure this.

  Business Response

  Date: 04/07/2025

  Dear *****,

  Thank you for sharing your concerns regarding your recent stay at our ********** location. We regret that your experience did not meet the expectations you rightfully have when staying with us. We understand the frustration you and your daughters volleyball team must have felt encountering these issues during your stay. 

  Cleanliness and guest satisfaction are of utmost importance to us, and we sincerely apologize that the condition of the apartments fell short of our standards. We are carefully reviewing the specific units you mentioned and are committed to addressing the issues to prevent them from recurring in the future.

  Our Guest Experience Manager has reached out to you directly via email today and applied an additional $200.00 credit refund to your account to further acknowledge the situation. While we understand this does not fully resolve your experience, we hope it reflects our commitment to rectifying the matter and improving the overall guest experience.

  We appreciate the opportunity to learn from your feedback, and we are taking action to ensure future guests do not encounter similar issues. Thank you for your patience and understanding as we work to enhance the quality of our accommodations.

  Sincerely,
  Team Kasa

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked for a rentaI booked a rental stay in **********************, from March 7 to March 10. Overall, my experience was not satisfactory. Upon arrival, I noticed several issues, including a missing remote, only one key fob provided, a broken cabinet, and a clogged shower drain. I spoke with a representative about these problems.A few weeks later, I received an email stating that only one key fob was issued, which I had already mentioned. I do not believe the proof they sent me regarding this is valid, especially since the remote was missing from the apartment. Instead of properly reviewing the footage to verify what happened, they charged me twice for the missing key fob, which I did not lose. It seems they chose to place the blame on me rather than investigate the matter thoroughly. I suspect that the issue could have stemmed from staff or the cleaning service, especially since the remote was absent upon my arrival. I would like to request a refund of the $250 charge, as I also selected insurance, which should mean I am not liable for any missing items. Yet, I was still charged.

  Business Response

  Date: 04/08/2025

  Dear *******, 

  Thank you for sharing your experience with us. We genuinely regret that your stay at our Raleigh property did not meet your expectations. We understand how frustrating it can be when your experience does not align with what you anticipated, and we want to assure you that your feedback is important to us. We are committed to addressing your concerns thoughtfully.
  
  Regarding the charge for the missing key fob, we understand how disappointing this situation must be. To clarify, the damage waiver you selected does not cover lost access items, which is why the $250 charge for the missing fob remains. Our records, supported by timestamped photo evidence from your check-in, show that two fobs were provided to you at the start of your stay. We recognize that this issue became a point of frustration during your visit. In an effort to make up for some of the inconveniences you encountered, we issued a $75 courtesy refund. We hope this helped ease the situation, particularly regarding the concerns with the remote, cabinet, and shower drain.
  
  Were sorry that your stay ended on this note, and we understand if this experience has affected your decision to return. Please know that we take your feedback seriously and are committed to addressing the concerns you've raised to improve our services moving forward.

  Sincerely,

  *********

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a two fold issue - potential fraud and//or data security, and bait-and-switch.First issue:I booked a two week apartment rental/stay through Kasa on March 13th.The day after I finalized my booking, I experienced bank fraud that resulted in depleting my bank account that was associated with the purchase to $0 through a series of electronic transfers.I've had to fight that bank fraud with my bank.I brought my concern to Kasa, asking them to look into it. They neglected the request several times and even stated that they don't have the ability to do so.I've tried to follow up with the company to receive the contact of an employee who offered to be my direct contact through this issue but they are unresponsive.Second issue:I booked a new stay, to begin on the day of my check-out - March 28th, through a competing rental platform - Blueground.Upon booking, I learned that Kasa is still the managing company of my new rental, acting as a partner to Blueground. As a customer, I was not privy to this information until I processed payment.The day that I was meant to move into my new booking, Kasa contacted me shortly before check-out stating that they think it would be in my best interest to not switch apartments.I explained that this is not what I want, and that I booked the new unit, which is different, for a many reasons. I asked that they please follow up with check-in information for the new apartment.Over several days, we had conversations in which Kasa falsified information, made statements alluding that they "could not find my unit" or that my unit "does not exist". They went as far to lie about other units, in an attempt to get me to take a different offer.Blueground, the partner company who processed my booking and payments has been unresponsive in my issues.I have had to go as far as to contact law advice, which is what directed me here.The apartment also has mold.Kasa location: *********************************

  Business Response

  Date: 04/03/2025

  Dear ********, 

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration this situation has caused, and we understand how upsetting it must be for you. We take your feedback seriously and are committed to addressing your concerns and providing the necessary support.

  Our Trust and Safety Team has already been in direct contact with you today to address the issues youve raised, including reporting on our mold inspection, which yielded negative results, as well as discussing options for a resolution regarding your accommodations and refund. They will continue to provide assistance as we work through this matter.

  We appreciate your patience, and if you have any further questions or need additional assistance, please dont hesitate to reach out. We are here to ensure that your concerns are handled with the attention they deserve.

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23152242
  
  I am rejecting this response because the issue of fraudulent bait and switch has not been addressed.

  Upon speaking to your team about the mold issue, which they could not confidently confirm nor were willing to discuss their methodology in identification, I had my previous refund offers and general resolutions revoked and I was asked to check-out within 24 hours. 

  I only pushed this issue because your employees had been caught with blatant lies several times (down to telling me counter finishes were very obviously a different color than they actually were) and your poor cleaner was scrubbing mold without appropriate PPE.

  If not retaliation, this is only continued poor business practices - put lightly.

  Business Response

  Date: 04/11/2025

  Dear ********, 

  Thank you for giving us the opportunity to clarify your concerns.

  Following your report, our team inspected the unit and did not observe any signs of mold. Based on our findings, what was perceived as mold was not identified as such by our team. These findings were shared with you, along with the steps taken to address your concerns.

  Understanding that the experience did not meet your expectations, we offered the option to explore accommodations that may be a better fit. You agreed to end your stay early, and as confirmed in our April 9 communication, a refund was processed for your unused nights. Please note that processing times may vary depending on your financial institution and can take 5 to 10 business days to reflect.

  While weve been in communication throughout your stay, our team remains available should you wish to continue the conversation. You can reach us at ************** or **************.
  

  Thank you again for your feedback. We wish you all the best in your future travels.

  Sincerely,

  Team Kasa

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This hotel does not match its advertised description. I stayed here for a month (1/1/25-1/31/25), and the state of the place is unacceptableeverything was dirty, smelly, peeling, chipped, cracked, broken, or stained. Additionally, there is a ***** infestation in the building. I booked a king penthouse, but I received far from that. A true penthouse should occupy an entire top floor; instead, I was given a small suite not located on the top floor. The room was extremely run-down and poorly furnished. Upon opening the door, I noticed it left a dirt trail, as shown in the attached photo.The grout in the shower was dirty, and the dishes provided in the kitchenette were greasy and unwashed. The olive oil that **** supplied was expired. Roaches crawled out from the walls, and the toilet was dirty and stained a disgusting brown color. A strong urine odor lingered in the kitchen and the living room rug. The toilet paper holder was also coming out of the wall, causing the roll to fall on the ground constantly. The wall sconces were loose, and when turned on, they overheated. The laundry area was also dirty, with bug traps scattered throughout, indicating that the hotel staff knew about the pest problem. Despite my report about the roaches, pest control never came to the property during my stay. Staff left a dirty mop that smelled of mildew in one of the washers for the entire month. I prepaid for my stay, leaving me with no options to switch hotels. I moved rooms once because of the roaches, but the second room had the same issues.Despite numerous issues during my stay, management refused to reimburse me for the charges (over $5,000). When I disputed the charge with my payment method, ***** management team claimed I never raised these concerns or requested a room change during my stay. That is false. As part of my complaint, I have included photos showing the unsanitary condition of the room, the presence of cockroaches, and my correspondence with hotel staff.

  Business Response

  Date: 03/08/2025

  Dear ******, 

  We sincerely apologize for any distress you experienced during your stay and appreciate the time you took to provide a detailed account of your concerns. We regret that your experience did not reflect the level of comfort and quality we strive to provide.

  During your stay, our team assisted with multiple requests, including resolving a hot water issue, providing additional kitchenware, and facilitating a room move after a pest concern was raised. While we worked to provide solutions, we understand that your overall experience was not as you had hoped.
  

  As a courtesy, we have processed an additional $500.00 refund in recognition of the difficulties you faced. While this does not change your experience, we hope it demonstrates our commitment to guest satisfaction.
  

  We appreciate you bringing your concerns to our attention and will continue to focus on improving our services. Thank you for allowing us the opportunity to respond.

  Sincerely,

  Team Kasa

  
  

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we arrived on October 6 for a 7-day stay at the ***************, the unit reeked of cigarette smoke. My husband has strong fragrance allergies triggered by this, so I tried to contact KASA to see if they had other units available. Over the next half hour I called three times and got hung up on. I also sent six messages explaining the problem, but got only auto-replies. When I finally wrote "Does anyone intend to reply to my messages?" they texted that they didn't see any earlier texts. I decided to find lodging elsewhere and switch to email.The next day KASA asked me to send a photo of the cigarette odor. Then they claimed someone visited the unit and didn't smell anything. Two days later, after we'd left ********** because the trip was ruined, KASA offered a different unit in the same building. Over half a dozen more emails I repeatedly explained that I'd held up my part of the contract in good faith by showing up as agreed. The company failed to meet its obligation by not responding when I needed help with a rental that failed to be as described, i.e. clean and ready to inhabit. So I was asking to be refunded for a stay we'd reserved and been charged for, but couldn't use. **** sent apologies and thanks for my emails, and finally they agreed to refund $330.94 for two of the seven days. I thanked them but reminded them that five more days needed refunds as well. Instead, I got an auto-text on the 12th asking if I wanted to extend my stay by another day! ****'s final email said my requests were "fair" and "reasonable," and I'd helped show how much they need to "review for potential improvement [of] communication and timely support." They "acknowledged the validity of [my] points," and appreciated the "learning opportunity" my situation offered them. I am again requesting a fair, reasonable, and valid refund of $827.35 for the other five days of my Louisville reservation.

  Business Response

  Date: 10/17/2024

  Dear *******, 

  Thank you for taking the time to share your experience. We deeply regret the inconvenience you faced and the frustration caused by the lack of timely support. One of our Guest Experience leaders has reached out to you separately to address your concerns directly, and were pleased to confirm that a full refund totaling $1,158.39 has been issued.
  
  We appreciate your patience and understanding throughout this process and value the opportunity to make things right. Your feedback will help us improve our communication and support in the future, ensuring a better experience for all of our guests.

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and lets us see KASA in a positive light again.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a short-term rental with Kasa living for two nights at one of their properties in ********, **. I paid $535.55 in total for the stay. A few days before I was scheduled to go, I tested positive for COVID and had to cancel my trip because I would still be contagious when I was supposed to travel. I reached out to them to try to resolve the issue offering to pay any price difference to reschedule my trip for a later date but they were completely unwilling to work with me, and would only give a partial refund of $237.05. I understand they have a policy against short term cancellations, but given the circumstances Im left feeling like I was treated rather poorly since I couldnt in good conscience use my reservation while sick and contagious.

  Business Response

  Date: 08/23/2024

  Dear *****, 

  Thank you for bringing this matter to our attention. We understand the challenges you faced and sincerely regret any inconvenience caused. One of our Guest Experience leaders has reached out to you to further address your concerns, and as a gesture of goodwill, we have issued a refund in the amount of $256.71. You should see this reflected in your ****** account within the next few business days.

  We would like to clarify that, in accordance with our policies, COVID-19 is no longer considered an extenuating circumstance for cancellations. This aligns with industry standards, as effective June 6, 2024, ****** also announced that COVID-19 is no longer covered under their ***** Disruptive Events Policy. To protect against unexpected events such as illness, we recommend safeguarding your future travel plans with appropriate travel insurance.
  

  We wish you a full recovery and safe travels ahead, *****. If you have any further questions or concerns, please dont hesitate to contact us. 

  Sincerely,

  Team Kasa

   

  Customer Answer

  Date: 08/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in the **************** through **** in ***************, a state where cannabis is legal. I left an empty cannabis container in the room when leaving, one that had became empty by me solely using said cannabis off of the property of said hotel. They have refused to give my $250 deposit back seeming to think the simple proof that I possessed marijuana in the room means that I smoked it, so I will not get my deposit. This simply is theft as I have not broken a single rule of theres. They claim the room smelled of smoke when not anything had been smoked, so thats clearly inaccurate

  Business Response

  Date: 08/07/2024

  Dear ****, 

  Thank you for reaching out regarding your recent stay at the **************** in ********. We appreciate your feedback and would like to address your concerns.

  Our housekeeping team detected a strong odor in the room after your departure. This required us to undertake additional cleaning measures, including ventilation and air purification services, to ensure the space met our reasonable standards of cleanliness and comfort for the next guest.

  These necessary steps delayed the subsequent reservation and incurred extra costs, which is why we are unable to refund your $250 deposit. Our priority is to provide all guests with a pleasant and comfortable stay, and maintaining our rooms to these standards is essential. 

  Sincerely,

  Team Kasa
  
  
  
  
  

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11, 2024.While on a business vacation. My fun trip was cut short due to my items were actually stolen from the property .During my stay at this hotel after an investigation was conducted By the property management team . It came to my attention that two guest that were currently staying at the hotel had stole my Personal items including $500 worth of clothes my wallet included $300 inside. In a total loss of $$800 worth of property. I was in so much disbelief that this incident had occurred. I am very disappointed and this entire situation and distraught.

  Business Response

  Date: 07/17/2024

  Dear ****, 

  We recognize the distress caused by the recent theft of your personal items during your stay. The total loss of $800, including $500 in clothing and $300 in cash, is significant, and we empathize with your frustration. It is unfortunate that these items were left unattended in a public area, making them susceptible to theft.

  To address this, we have issued a refund for your two-night stay and, as an exception, refunded your non-refundable stay extension. We deeply regret the inconvenience and emotional distress this situation has caused, and we are fully cooperating with law enforcement to ensure a thorough investigation.

  Sincerely,

  Team Kasa

   

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a condo on 7/4/2024 in ********* **. For the dates 7/11 - 7/14 with Kasa Living **** I had to cancel the reservation, which I did in less than 24 hours. I asked for a full refund. I called at least once and emailed 2 times. Someone said they would talk to management about the issue however they never got back to me. I would like a full refund.

  Business Response

  Date: 07/12/2024

  Dear ******, 

  We sincerely apologize for the delay in processing your request and for any inconvenience this has caused you. We understand how frustrating this must be, especially after you took the time to cancel within 24 hours and reached out multiple times.

  We have approved a full refund for your reservation. Since your booking was made through Booking.com, you will need to contact them directly to inform them of this approval. Their customer service number is **************. When you call Booking.com, please mention that **** has approved the full refund and provide them with any necessary reservation details. This will help expedite the process on their end.

  We truly appreciate your patience and understanding. If there's anything else we can assist you with, please don't hesitate to reach out.

  Sincerely,

  Team Kasa