Kasa Village District Raleigh — Hotel in Raleigh

As the CEO, I was eager to have our employees stay at this location for an upcoming conference next week. Unfortunately, due to the recent hurricanes, one of our employees is unable to attend. I had booked two rooms through Hotels.com and now only need to cancel one.

I initially called Kasa and spoke with JoJo, who informed me that I would need to handle the cancellation through Hotels.com, as the reservation wasn’t made directly on their site. After our call, I reached out to Hotels.com, where their agent assured me they’d contact Kasa for permission to process the refund. I provided JoJo’s name for confirmation. However, the Hotels.com agent later informed me that JoJo had denied the request.

I called Kasa again and spoke with JoJo, who offered no resolution. When I requested to speak with her manager, I was placed on hold for five minutes before being sent to voicemail. This has been an extremely frustrating experience, and I am disappointed by the lack of professionalism shown. I hope Kasa considers improving their training for staff to ensure better customer service.

I’ll update this post should I hear back from the manager.

UPDATE...

I did receive a call back from someone in management, but unfortunately, they were unable to accommodate my request, despite the impact the hurricane has had on travel plans. It's disappointing to see such a lack of compassion or flexibility, especially during a time when so many are affected by this disaster.

It’s troubling that a business cannot find the grace or humanity to recognize the broader implications of these circumstances. Just because the hurricanes may not be affecting their immediate operations does not mean they aren’t impacting countless individuals. This response feels deeply unethical, and it’s disheartening to see such a rigid stance in the face of a...

My review to them: I am 47 years old. Maybe I'm too old to be your customer. I found you through Marriott and hoped to earn double points. I've been in Airbnb and Virbo homes, and Kasa is clearly the most complicated. It appears that you spent a significant amount of time explaining your long procedure rather than simply shortening it. I got a handicap room with low switches and appliances, but I'm 6'9" and wish I had known that before signing up. Light bulbs were out or missing, I only had two towels, a busted closet, no television in the bedroom, taped over light switches, and broken kitchen knobs. The parking issue was unclear, and it cost me $215 to get my car back from the tow yard. I received eight emails from you, but only one contained detailed parking instructions, which I ignored because I assumed I had already gone through them during the application process. I received a text message containing the most of the parking directions, but the placard portion was missing. 0...

I really enjoyed this location, and the unit was beautiful They thought of everything, in the way of comfort. I would love to stay at the Kasa again. I would suggest making the check in easier, they took 20 mins to get the license uploaded, the code to the building did not work (and a live in resident said it never works), and you can not get info on parking until you get to the unit (so you have to put your car somewhere?? and that is not easy. When you get the info from the room, it is just a fob and you have to figure out where to park, some areas require moving the car before 3 a.m. This is not posted, someone in the parking deck told me. Place was great, check difficult. Thanks

P.S. T The last night someone was in the unit above us, and it was so loud, sounded like they were having a marathon, and it...