Kasa The Jules Savannah — Hotel in Savannah

My 12-year-old daughter and I arrived at their Airbnb located at 230 Bull Street in Savannah GA around 10:55 PM after a long, 7-hour drive, hoping for a smooth check-in, hot showers, and a good night’s rest. Instead, we experienced the most stressful and unnecessarily complicated check-in process I’ve ever encountered on Airbnb.||When we arrived, the “Check-In Instructions” link was unavailable. I messaged the host and was told I hadn’t been assigned a room yet—despite having booked and paid for a specific room earlier that day. We sat outside the property in our car for quite some time, unsure of what to do, while watching what appeared to be multiple suspicious interactions take place just steps away from us. As a mom traveling with a child, this felt incredibly unsafe.||After messaging and calling for help, I was told instructions would be emailed to me shortly. They never came. I called again and waited on hold for a long time before finally speaking to someone helpful, who stayed on the phone with me while trying multiple access codes to get us through the side gate. That didn’t work either—until several attempts later.||Once we got through the gate, we encountered more access issues at the next door. When we finally made it inside, we waited for the elevator—which never opened because apparently it was out of order—while I stayed on the phone with support, exhausted and emotional. I was literally brought to tears on the phone as I sat on the ground with my daughter, not understanding how everything could go so wrong.||Eventually, we were told to retrieve a key from a lockbox on a gate beneath the main entrance. After more fumbling through instructions, we were finally able to access the room—over an hour after we had arrived. It was nearly 3:00 AM before we were able to go to bed after showering. ||To try and “make it right,” I was offered a laughable $60 refund—barely 1/5 of what I paid. When I asked for a late check-out so we could recover from the ordeal, I was flatly denied. My daughter and I’s safety and well being are worth a lot more than a $60 refund!||This experience was exhausting, frustrating, and simply unacceptable—especially for the price I paid. I expected a relaxing and safe experience for me and my daughter, and what I got instead was confusion, stress, and hours of lost sleep. Despite the room itself being beautiful, I will never...

So much about this hotel is great but unfortunately, there is more that is not great. We stayed here with our service dog in the Sapphire suite. The hotel and room were beautiful- especially the suite. It was large, gorgeous and clean. On our 2nd day, the elevator went out. We were on the 3rd floor and our dog has bad legs and could not get down the steep stairs. Instead of getting an elevator company out right away, they waited. We could not use the elevator to take our dog out and the hotel just didn't care. They were very impersonal- could only correspond with them via text, very frustrating. We finally received approval to leave early with a refund. However, they only refunded about half of what we paid. They said that is what Expedia paid them and I should go after them for the rest of my money. Then I was told I would receive the $30 resort fee- I never received that. I tried and tried to speak with a manager or owner and just kept getting told "We understand your frustration.... BLAH, BLAH, BLAH". That was terrible. Then I heard from anther couple staying in the hotel, that the elevator goes down very frequently and for long periods of time. We had to haul 4 days of luggage down to the 1st floor with very steep steps. Then had to try to carry our dog down these stairs. All in the middle of a miserable heat wave. This was just the worst trip due to the management and elevator issues. We had to throw out $50 worth of food since we couldn't stay, had to rush our trip and find new accommodations. The beauty of the hotel and room were ruined due to the issues. And don't get me started on the noise. The overhead neighbors sounded like they were bowling for the days we were there. The noise from the fire inspections was...

This is a "Buyer's Beware" review of Kasa Jules Savannah. We booked a 4-night reservation at this property after Thanksgiving. We arrived in Savannah in the morning and in the afternoon received a text that our apartment was ready. But then a text immediately followed to inform us that "the elevators at our property are currently out of service" and to use the front entrance. I immediately responded that this was not acceptable and asked when the elevators would be fixed since we were on the 4th floor with luggage to carry. They were unable to say.

We requested at least help with our luggage. In response, they recommended we consider getting local services for "help needed to manage luggage under circumstances like these". Since the front door was now unlocked (so much for security) we looked at the stairs and decided against it, booked a room at the Marriott, and requested a refund, even agreeing to pay the first night. After all, this was a pleasure trip, and dragging luggage up 4 flights just didn't cut it. They offered us $100 on a $1300 payment they received in advance.

We looked forward to our stay in Savannah but found this experience to be a totally negative one. Lots of apologies and requests for patience - but little in return. There were many good reviews for this property, but from our perspective, one should also "Beware" that they accept no responsibility for their malfunctions. Oh yeah, besides the elevators, they also informed us at check-in that there was an “ongoing maintenance situation”...