Consumer complaint received 2023-12-11
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit 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:
Good day, Unfortunately we had an unexpected death in our family and had to travel for the funeral, being that my family member had no life insurance my mother had to come up with the unexpected expenses for the funeral as a way of trying to aide her and take a bit of the burden off her my sister and I came up with an idea of both booking hotel rooms where we each would accommodate her for 2 nights each. 
I was traveling from the XXXX to the XXXX of XXXX of XXXX  so I booked a room at the XXXX XXXX hotel in runaway through XXXX for 2 persons from the XXXX the XXXX then I changed the number of occupancy and booked another room from the XXXX which is when my mother would have been joining me in my room but right after I completed the booking and received the itinerary I noticed it said 2 adults. 
I immediately contacted XXXX line and the rep told me that she wasn't able to correct it but she would request the change through upper management. I then a few days later received an email from XXXX claiming that they request a refund for me but was unsuccessful, I responded to them that I was not requesting a refund as I do need the place to stay all I needed was for them to modify the reservation and put the correct amount of occupant. 
XXXX responded by stating that they already responded to my request and eventhough I tried getting through to them that what they were trying to do was not what I requested they just basically blew me off. 
After multiple phone calls as my trip was coming close I tried reaching out to the hotel via email but received no response I again contacted XXXX and all I was suggested to do was to wait until I got there to see what the hotel would have done for me. I then reached out to chase to inform them of the situation and to see what my options were at that point and the rep told me that unfortunately there was nothing they could do since the charges was still pending i had to wait until the item was posted and so I had no choice but keep trying to get the situation sorted out before I traveled but I had no luck, my last resort was to see my option at checkin. 
Upon my check-in for the first reservation which was the XXXX I informed guest services of the issues I faced with the upcoming reservation I had from the XXXX and they got me connected to customer service that informed me that unfortunately they do not make changes at customers request if the reservation was made by a third party apparently only the 3rd party can make the changes.

I informed them of the issues I faced with the 3rd party including them claiming on multiple occasions that they were unable to reach the hotel. 
The reservation agent claim that my only option would have been to booked a reservation for my mom but I would have to pay walkin prices, they even claim that if they were able to add her at that point it would have been walkin price and the walkin price was so high it would have been the same amount as booking my mom her own room which was money I did not have hence why I opted into putting her in my room to begin with. 
I did not have the money they wanted me to pay so I had to check out of the hotel on the XXXX when my first reservation ended and got a cheap airb and b to accommodate my mom. 
I have expressed and explained this situation to both XXXX and chase but they have been so unsympathetic that they have not tried to assist me in anyway. I really do not have {$350.00} to throw away because had I had it I would have gladly paid for a room for my mother and I would not have to be going through this. 
When I selected the room I was booing I put XXXX adults in the search bar and continued from there the room I selected claimed it came with a king size bed and a twin bed I believe and it sleeps up to 4 people. 
Knowing that the bed layout fit the purpose I needed I continued the booking only for the itinerary to say something completely different. 
Apparently this is something that XXXX has been doing on their website the number of persons you placed in the search bar for occupancy is not what they complete your booking with and then they do nothing to help you. 
To my understanding when I was booking their nonrefundable policy is based on the hotels non refundable policy they even advise that you check out the hotels policy prior to booking and I did and according to XXXX XXXX they allow you 78 hrs to make changes to your reservation yet I contacted XXXX within the min of getting my itinerary after booking but they did nothing to help me. 
I am asking you to please help me because XXXX knows I can not afford to loose {$350.00} especially with all the bills I have and my husband currently out of a job. I have tried everything possible to make them see reasons but they are just cold and have zero customer service and no empathy at all. I am hoping you will be able to assist me in resolving this issue. 
Sincerely XXXX XXXX

Company response to consumer: Closed with explanation