Unfortunately my last Kasa stay was unlike my first at this location, the first being very pleasant. I'm not a high maintenance traveler at all, in fact the more I can be left alone, the better, so this stay was a red herring in my many Airbnb trips, which my reviews will reflect as well. The issue on this stay and why I gave it 2 stars revolved around the bed in unit 1811, which is worn out and hard as concrete. Not all beds are in the same condition in these units (I've stayed at One W. Superior 3 times now, 2x with Kasa). The bed this stay was very hard and had huge human sized divots in it; clearly at the end of it's life. I was in town for business so this was an issue because I really needed to sleep and couldn't since the bed was that bad! I was waking up in increasing pain each morning from it so I brought this to the attention of the concierge immediately upon rising after the first day of my stay. She was very nice and told me Kasa was booked up so they couldn't move me but would get back to me since I asked if there was anything she could do including providing a pillow topper or more comforters so I could cushion the bed. Since I was extremely busy running events in town for business, I simply followed up the next day with a different concierge since I hadn't heard back about an interventions. This concierge told me to send a message through Airbnb to Kasa with the request for help since she couldn't do anything and wasn't sure why the other concierge didn't tell me to do so. This was frustrating but I did message Kasa and was finally contacted with an offer for a giftcard and told to go to Target to buy myself a mattress topper. I received this message around 5pm and I was in the midst of preparing a presentation for the follow morning and had a very early start so told Kasa I wasn't in a position to go to Target then and asked if there was anything else they could do but was told there wasn't. After a lot of frustrating back and forth, I had to stop working on my presentation and waste an hour schlepping to Target to buy myself a mattress topper, which I didn't even want because I could tell it wasn't going to be suffiecent but it was the only thing I could get that may do *something* to soften that bed. Target was out of the proper sized pillow topper for the bed so I came back with the closest next smaller size, which was also thickness of a slice of wonder bread and didn't do much to help soften that concrete mattress. I was on a 6 day business trip so as you can imagine, this was a really aggravating and exhaustion situation. Kasa really needs to train their concierge's to communicate better and make it clear to those staying that they should sent a message instead of asking their concierge's for help (which is a bit counter intuitive but I've learned my lesson!). Both concierge's I spoke to were very polite and friendly but I lost several days before I was told to message Kasa for help and by then I had already lost a lot of sleep. I certainly let know how unpleasant my stay was and a lot of it could have been avoided if communication has been better. I lost a lot of sleep and had to run events exhausted so I asked Kasa for a partial refund which they granted. It was small but the right thing to do considering that I spent 6 days sleep deprived and exhausted running my work events after paying a premium for a room I expected to be like the one I had stayed in only two months prior. I hope Kasa replaces the bed in 1811 and any other unit where the bed's are worn out because otherwise, the units are lovely and clean, and the location ideal for my business trips.