These text messages are slightly redacted in an attempt to make my experience more understandable.
The stay at Kasa in Austin did not meet my expectations.
May 5th, 2022
Upon our arrival on May 5th, 2022 I sent KASA this Airbnb message:
We are not happy with your advertised unit. The problems are these: 1) the pictures posted online are not the same as in this unit. 2) Where are all the accent pillows you have in your Airbnb photos? 3) The furniture, specifically, the living room coffee table - is chipped and cracked. Master bedroom nightstands - both chipped or cracked. 4) The place smells like a mildewed house basement. 5) Hallway ceiling light does not work. 6) Walls are dirty and need patched and painted. 7) Mattresses are not comfortable. 8) Electrical wire cover bar in the living room is hanging off the wall. We are considering leaving. What is your response to our complaints?
Two hours later KASA responded wanting to know if I could send them some photos. KASA stated, "Regarding the pictures in the listing, please note the layout of the apartment is accurate, as represented in the photos. However, we ask you to please understand that you may or may not have the exact furnishings seen in the images. Our Kasa decor is one-of-a-kind. While our furniture, color schemes, and artwork may differ slightly from apartment to apartment, you will see our style in any of the apartments you choose at this property. Similarly, the apartment room types and offerings will be similar to what you see on the listing." KASA offered to send a maintenance person to the unit.
On May 6th, 2022
I sent the following message to KASA: I am only going to be in Austin through Sunday. I do not want to waste my time going back and forth with you on how to make the unit better. Here is what I would like to happen. I want to check out of your unit today. Are you going to fullly refund me for Friday and Saturday nights? I am willing to pay for last night and I won't waste my time giving you a review regarding my unhappiness on Airbnb with your unit.
KASA responded at 8:09 am: I sincerely apologize for the issues you have faced during your stay. Your refund request has been forwarded to our management team for review and we'll get back to you as soon as possible. Thank you for your patience and understanding.
KASA responded at 8:31 am with, "Regretfully, we are unable to refund the unused nights should you choose to checkout early as your reservation is no longer within our cancellation policy. However, we would be happy to have the maintenance team drop by to rectify these issues. Does maintenance have permission to enter your unit?"
I responded to KASA at 8:57 am with, " No, maintenance does not have permission to come into the unit. As I said, I am in Austin only until Sunday. I am here on a vacation and do not have the time to go back and forth with rental unit issues. I will stay here because I don't plan on spending my vacation arguing with you over this rental unit. It's unfortunate that you keeping an unhappy Airbnb renter in your unit because getting my $ is more important to you than customer satisfaction.
KASA responded at 9:20 am with, " My sincere apologies as that is definitely not the impression we hoped to give. Please understand that we take your feedback very seriously and will continue to work with our internal teams to further improve our service. We would appreciate it if you could send us the photos so we can address this with our maintenance and housekeeping teams."
May 7th, 2022
I sent KASA the following message at 3:52 pm: More items for your attention after I check out tomorrow: 1) the TV in the master bedroom does not work. 2) TV in LR keeps displaying "no internet connection, check your cable connections." I have to unplug the TV from the wall and plug it back in to reset it and that fixes the problem for a few more hours. It's happened 6 times today so far. 3) There is no dish soap for the kitchen dishwasher.
At 3:57 pm KASA responded, "Thank you for bringing this to our attention! We will make sure to address the issues with maintenance."
In Conclusion:
This was the worst Airbnb experience I had ever had. I do not understand how they can expect a person to pay money for this run-down ex-apartment unit. It is as if an apartment renter just moved out; they did not pull picture hooks; did not bother to paint the place; bought used tacky furniture to push off on me and other renters, and then they want to charge top dollar as if it's a 5-star accommodation. The entire place is an apartment complex filled with young adults in their 20s. The millennial crowd parties hard in the pool area blasting their favorite music. From the Wi-fi addresses available named KASA, it looks like they have about 4 units in the complex.
Warning: there is a nightclub called Neon Grotto at 318 Colorado St, Austin, TX 78701 with a roof bar blasting really loud obnoxious music until 2 am every morning. The sound echos off the adjacent Colorado Tower at 305 Colorado. If you are a light sleeper don't plan on getting to sleep until after 2 am. I advise you to keep your windows closed until 2 am or wear earplugs.