Consumer complaint received 2020-06-08
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
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:
On XX/XX/XXXX, I checked into the XXXX XXXX, XXXX XXXX XXXX, XXXX, Texas, for a 7 night prepaid stay through XXXX, paying {$420.00}. Upon arrival, the first room provided had animal hair all over the comforter. The second room offered had a filthy black floor. I accepted the third room. 

I went to sleep and upon waking up, determined that the toilet did not properly flush. I spoke to the front desk person, XXXX, and obtained a plunger from her. This did not fix the problem, so I asked her to send maintenance. She informed me that it was the weekend and they could not get maintenance to come. I asked for a different room. She stated they had no other rooms. I told her I clearly could not stay in a hotel room without a bathroom for 6 more nights, and I checked out around XXXX XXXX  the next day, XX/XX/XXXX. XXXX indicated that she had spoken to her manager XXXX, and given the circumstances, a refund would be given once corporate approved it. 

Since then, I never received the refund. I have called them multiple times, emailed their corporate office, and even had XXXX reach out to them, since this is who the reservation was through. They have completely ignored all of my requests. 

Therefore, I disputed the transaction with my XXXX XXXX credit card. They initially credited the charge but then added it back to my account, stating my concern was related to the quality of the product I received, and encouraged me to contact the merchant. However, I have already done this numerous times. My understanding is that the chargeback process is in place to help protect the consumer when a merchant fails to respond to the consumer. 

I don't agree with XXXX 's decision to add back the charge. I paid for a room with a private bathroom and XXXX XXXX could not provide this to me, and could not provide me any other suggestions to resolve the issue. They state I signed the check in form, and therefore agreed to the room. But at that point, I hadn't even seen a room, and was required to sign this in order to receive a key. The hotel also alleges I was given various options of rooms after discovering the toilet would not flush, as well as that I used the majority of the paid period. Both of these statements are complete falsehoods. Upon notifying her of the non-functioning toilet, I was told by the front desk clerk XXXX that there were no other rooms. At this time I informed her that I clearly couldn't stay in a hotel without a toilet. So I booked and paid for an XXXX, leaving XXXX XXXX after just one night. I have the reservation confirmation for that XXXX, booked at XXXX XXXX  on XX/XX/XXXX, only one day after I checked into the XXXX XXXX. It is not logical that I would have reserved another lodging if I had stayed at XXXX XXXX. 

A room reservation is a contract, which a hotel is legally obligated to honor. Hotels are responsible for providing a room in good condition for occupancy, including sanitary bathroom facilities. They did not fulfill their end of the contract. Therefore, I am justified in receiving the chargeback because I paid for this hotel room with a private bathroom in good faith, assuming I would receive a room with a flushing toilet as promised. I did not receive what I paid for, so I checked out after one night, and now the hotel will not respond to my refund requests. I am asking for assistance in getting the charge removed from my credit card account. I am willing to pay for the one night that I stayed there, in the amount of {$60.00}, but since they could not provide what they were legally obligated to provide me, I should have no obligation to pay for it. 

Please note I am not attaching any documents, as I have sent them all on three different occasions to XXXX. If they do in fact need this documentation again, I will be happy to provide it at that time.

Company response to consumer: Closed with monetary relief