Kasa FreeMoreWest Charlotte — Hotel in Charlotte

I cannot believe the way my family and I were treated during our stay. What was supposed to be a simple trip turned into one of the most stressful weeks I’ve ever experienced because of the management here.

We were accused of “banging and stomping,” when in reality, simply walking in the unit sounds loud because the floors are thin and cheaply built. Instead of understanding this obvious issue with the building itself, management decided to treat us as if we were causing deliberate disruption.

I was first contacted at 8:00pm during dinner with my family about a supposed complaint from 4:00pm hours after we had even left the unit. This was not during “quiet hours” and was not a violation of any rules. The next morning, they claimed another complaint at 8:00am when my entire family was still asleep. By 1:59pm that same day, we were told we were being evicted without any proof or evidence of violations. We had to cancel all of our family plans and sit in limbo for hours, calling seven times for clarification. We didn’t receive the official eviction notice until 4:19pm, leaving us less than two hours to vacate on a day we not only had family plans, but also a wedding to attend. The way this was handled was absolutely disgusting.

To make matters worse, we had children included in our reservation, one of whom is autistic and has a disability. Traveling with children especially a child with special needs is stressful enough. We trusted this establishment to provide a safe, family-friendly experience. Instead, we were treated like criminals, thrown out with no compassion, no chance to defend ourselves, and no regard for how this impacted us. It felt discriminatory, and it ruined what should have been an important and joyful day for our family.

If noise was truly the issue, a simple and reasonable solution would have been to move us to a first-floor unit. Instead, the staff showed zero professionalism and zero compassion.

On top of that, the pool was closed (despite being advertised as available), and the hallways constantly smelled of marijuana, making the property feel unsafe and unpleasant. These issues alone made the stay disappointing, but paired with how we were treated, the experience was completely unacceptable.

. This property and its management team caused serious distress to my family and fell far below any standard of hospitality or customer service.

I would strongly warn anyone especially families or those traveling with children not...

I did not stay at Kasa but I sure won’t stay there. This weekend a few friends came into town for an event and Kasa was the host hotel. A cookout was planned for the pool area with the understanding that there was access to the pool until 10pm. This is how Kasa showed us that there was just too much melanin in our group for their liking. First we had a speaker with us, of course we are outside at a pool enjoying each other’s company. We were advised that we couldn’t have a speaker, keep in mind the property had speakers. But ok we complied. Next as we were all seated and eating, around 5 ish a woman came out of the leasing office and shouted THE POOL CLOSES AT 6. We were all confused as that was not what was agreed upon in the contract. After a few people made a few phone calls we were told the pool closed at 8. Ok we continue on with our evening. Shortly thereafter another woman comes out and says the water is closed but we could stay in the lounge area. That doesn’t make any sense but ok we get out of the water and we are sitting around talking. The next thing we know a new woman and the police show up. So now we are confused because we have been compliant with every request made even though their actions were a breach of contract. We were then told that an email with a new policy went in to affect the night before, oh you mean the day we all checked in and you could see we were Black? Oh ok. Whatever. After a discussion with this new person (who came in HOT) and the police, we find out that the 6pm announcer advised her colleagues that we were not compliant and that she was “scared”. I’m sorry the collect of Black professionals who listened was so scary for her. The new leasing agent I understand she came in hot to defend her colleague but her colleague made it seem like we were children who were not compliant. The leasing officer as well as the police officer realized they were wrong but stuck to the “the water us closed” policy. The property itself is stunning. The clubhouse and pool area with the grill was very nice, but this organization needs some DEI training. Although I was a guest of someone staying there, I would never after this experience and if you do consider it don’t enjoy yourself too much, they might call security on you....

We had one of the worst experiences I’ve ever had at a hotel. We were kicked out of our room on the day of a family wedding after receiving repeated noise complaints for times we were either asleep or not even in the room. We are a family traveling with an autistic child, and what we experienced was nothing short of discrimination.

From the start, we were extremely mindful of keeping our noise level down, especially after the first complaint (which was already questionable). After that, we did no more than walk quietly in the room, close doors normally, and do laundry,basic, unavoidable activities any guest would do. Despite this, management continued to target us, ultimately forcing us to leave and giving us only 2 hours to vacate right during the time I was supposed to be getting ready for the wedding.

They showed zero compassion and zero understanding of our situation. Every time we tried to explain, they kept referring back to a so called “noise sensor.” We had children listed on our reservation, yet we were treated as if having kids in the room was a crime. If they want guests to be as quiet as mice, then they shouldn’t allow families with children to book in the first place. Even worse, after checking the rules and regulations on Expedia, there is nothing at all that states guests are subject to restricted noise levels.

To make matters worse, there was no one on-site to speak with in person. Everything was handled by someone in California who had absolutely no knowledge of what was actually happening here. The lack of accountability and humanity was appalling.

On top of this terrible treatment, the pool was out of order (never mentioned at booking) and the hallways constantly smelled like weed, making the environment even worse.

This entire experience was not only unfair but deeply upsetting. Families especially those with children and special needs should feel safe and supported, not harassed, discriminated against, and kicked out without cause. Instead, we were made to feel like criminals for simply existing in our room.

I cannot stress enough how unprofessional, insensitive, and downright hostile this hotel’s handling of the situation was. If you value fairness, respect, and basic human decency, do...