Consumer complaint received 2023-07-26
Company: WELLS FARGO & COMPANY
State: UT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I had reservations booked XXXX with XXXX for XXXX XXXX XXXX July 19th-23rd 2023. 
XX/XX/XXXX I went there, the front desk at XXXX. The lady XXXX screamed, literally screamed " She hated XXXX, she had no reservations, it wasn't her issue, and to leave ''. 
XXXX later I called XXXX spoke with XXXX who then had me speak with XXXX. Calls were like 1/2 hr long! 
I was told by XXXX I was to have the room, and to go back. 
I went back, and again, she yelled at me " She hated XXXX, she had no reservations, it wasn't her issue, and to leave ''. 

I called back again to XXXX. 
I spoke with XXXX. 
He said there was anything left in that area, since it was high season ( well no dah! that is why I booked last XXXX!!! ). 
He said there was a room at the XXXX XXXX XXXX and he exactly told me " It was a GREAT HOTEL 3 STAR + rated, it would have AC, dressers/closet, refrigerator, mini fridge, bidet, towels, dvd player, tv, 24 hour room service, daily housekeeping, fresh bed sheets every 3 days, fresh towels every 3 days, deck/patio, mini bar, free breakfast,. As I scribbled that all down on my reservation sheet I had printed out for XXXX. 
I said ok " if that is everything you say it is okay we will take it. As I don't have internet, and I can't check the reviews, or the room photos ''. 
He said " I promise you it is a GREAT place and you get all that! ". 
I said " Ok we will take it if is what you say it is ''. 
Immediately after that he said it was " non refundable '' I said " what is this bait & switch?? He guaranteed the place would be GREAT. 
Now I see the reviews and they are horrible. 
XXXX knew all along it was a XXXX XXXX but just put me there & lied! 

Guess what happened?? 
XXXX and XXXX lied! 

We got there, the room : Room smelled like cigarettes. 
Sheets were stained. 
No dressers/closet No mini bar No bidet No toilet paper at all - we had to buy our own!! 
Only 3 towels for 3 people for 3 days No soap No toiletries View showed roofs falling apart!

Seagulls making noise 24/7 you couldn't sleep at all! 
No daily housekeeping No fresh bed sheets every 3 days No fresh towels every 3 days No soundproofed rooms No AC in restaurant No AC in communal places, stair cases, etc. 
NO AC in the toilet so it was like a sauna completely! 
No deck/patio to access View given was of rotting & disrepair buildings The electricity situation was : you had to input your key into a slot to " turn on everything in the room ; so when you left, everything was shut off completely!! 
Which means if you left all day like we did at XXXX and returned at XXXX at night : the electricity was shut off to the mini fridge- so the food went bad, NO AC was running all day. 
So you came back to a 150 degree room! It took XXXX hours to drop it by any degree. You tried to open the windows, but it was still XXXX degrees outside. 
It was TOTALLY UNBEARABLE!!! I twas like being in the Saudi desert Free breakfast was so subpar. Then when you sat in the restaurant below, the chairs were sopping wet, as they didn't have a dryer and put the wet towels they cleaned on those chairs to dry. 
NO one at the hotel would help you, they all refused to help and would walk away NO one at the hotel would speak with you, just saying only Turkish. When I input XXXX XXXX, to show what I was telling them, they would shrug their shoulders NO one was at the desk ever to help you either! 

I called back XXXX to speak with XXXX, to report this was unacceptable, and we couldn't stay there! 
What was I told by XXXX " it was non refundable ''. 
OMG!!!! 
Then the hotel wouldn't cancel it either!!! 

XXXX is saying since we stayed there they wont help us. 

Bottom line : XXXX LIED, I CALLED XXXX AND TOLD THEM THE HOTEL WASN'T LIVEABLE. AND THEY WOULDN'T LET ME CANCEL IT & THE HOTEL WOULDN'T LET ME CANCEL IT. SO I WAS PAINTED INTO A CORNER WHERE THEY FORCED ME TO STAY SINCE IN THAT AREA THERE WAS NOTHING ELSE!! IT WAS HORRIFIC. 
IF I DON'T GET HELP I WILL SUE IN COURT AS I HAVE THE PHOTOS AND WHAT XXXX SHOWS I WAS TO GET AND WHAT I DIDN'T GET!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation