Boardwalk Suites & Residences by Kasa — Hotel in Traverse City

Good: Room was clean, bed was comfortable, and the basic amenities were fine.

Try harder, Kasa: “24/7 virtual front desk” did not work. If you’re going to operate without humans at a physical front desk, you gotta get this part right. The day of check-in I texted the phone number provided 4 times, starting 5 hours before check-in, asking for instructions for how to access room. No response a single time. Finally, at the time of check-in when we were in front of the building with no way to get in, I called and had to wait 10 minutes to talk to someone. The service representative was polite but couldn’t give me access instructions either because the billing department had not yet processed my payment, even though they had managed to place a $250 hold on my credit card for incidentals. We waited longer, I called back after ten minutes, still no access code or estimated time for when I would be provided one. Finally, half an hour after check-in I saw a charge from Kasa on my credit card and knew to log into the site to look for access info. It wasn’t until 20 minutes later that the “front desk” texted me access info, without any apology involved. Kasa also needs to sort out its listing details with 3rd party sites. Booking had this location listed as including parking, which is not true. Instead of answering my text messages and providing access info, Kasa texted me multiple times about how I would get towed if I parked in the alley.

Good lesson learned—won’t be staying at a Kasa facility again as long as they advertise a virtual front desk that...

The Front entrance isunder construction (which was very smelly). We were not told this when we booked, entrance was from an alley on the side with virtually no signage. We got a ticket parking overnight on the street out front since there is no on-site parking or parking arrangements within walking distance. The city does not allow overnight parking. The room was nice but sparse, layout not easy to navigate (fridge and microwave difficult to access crammed into the far corner). Shower had no safety features, such as grab bars, no working exhaust fan, toilet kept running b/c the handle kept sticking. Room keypad had a 60-second dwell time so as we left the room we had to wait until we were sure it locked. If I were a woman alone there, anyone could open the door and follow me during that dwell time. No pool, no gym, no ice machine. This is not a hotel for seniors or those with disabilities. We will...

The room was in great condition and in a great location. We were able to easily walk a couple of blocks to shopping and restaurants. I would definitely stay here again.

I will note a couple of things about how to find it and parking. First, there are really no big signs to identify the location. A small fold up sign is located a few feet from the entrance. There is printed on the glass door entrance identification for Kasa Boardwalk. Parking is a bit confusing. In late August there is city parking behind the building which we used ignoring the no overnight parking warning. We did pay for extended hours.

The room was a great find for...