Consumer complaint received 2021-08-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
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 made a reservation on XXXX website for two rooms from XXXX at hotel XXXX XXXX. 
On XX/XX/XXXX after take a cloes look at the hotel find out in little print that there is no A/C which I was ok with but that they have limited electric which means that even the fan in the room wont work when there is no electric in XXXX degrees. 
I also understand after reding all the reviews that there no Wi-Fi and in order to charge your phone you need to go to the front desk, there is many hours that there is no electric in the hotel at all and in general that this a scam overall and nobody taking you serious in the hotel or XXXX I am XXXX yrs old that was traveling with my wife and my business partner that is why I paid for both rooms. we left our business, our kids back home and me and my wife as well as my partner relay on my WIFI in order to keep working and keep InTouch with home. 
we are not young people who is looking to crash somewhere and dont care of the amenities. 
we felt like we have been scamed and immediately contact XXXX since they are the one that charged us and representing the hotel. 
after several failed attempet from them and me to reach the hotel and hours of chatting, emailing and holding on line with no resolution I decided to book another hotel, I also request to change the hotel to a different one instead of just canceling. 
I was very worried to stay in a hotel that dont answer their phone or email even to the company that sell them. 
so I booked another hotel from XXXX only to find out later they are the same company as XXXX and hope i can trust my credit card company to be fair. 
I did get an email on XX/XX/XXXX, a day after I was already back from my vacation that the XXXX decided no to refund me even though I didnt even show up. 
It was very funny that they finally decided to give me an answer. 
My problem is not with the hotel, its with XXXX that represent them and charged me. I have no business with the hotel itself and I accepted from XXXX to be responsible for their false advertisement in representing the hotel. 
I also request that you get all the communication I had with them including all chat, emails and phone conversation including the one that their representive claim I was right after checking the hotels description on their website comparing to the description on the hotel original website and not only the one they decided to send you. 
I am doing a lot of business with you and expect you to be there for me when i need, I was only working with XXXX for years and transferred my business to your company trusting I will get the same service. 
although I have several credit cards from all companies I always booked my travel from XXXX for that reason, I hope I wont get disappointed by your company in this matter. 
I am attaching all the doucunments that i have and also reviews on the XXXX  that clearly shows that they are fraud and I dont think a company like XXXX should sell, I did everything I can in order to cancel the reservation and even purchased a travel protection and learned that it wont help me in this matter. 
hope you will get the right decision in this matter. 
The total amount of the charge is : {$1700.00} after several attempt with XXXX  and the dispute with the credit company and have the supporting documents they still decided to close the case. 
the bottom line is that I did not get the service and I try to cancel within 24hrs and they kept postpone the answer back ( cause they could not reach the hotel on the phone ). 
I let them know and they dont want to refund me, I understand if they charge me for the first night but why do i need to pay for a service i didnt get?

Company response to consumer: Closed with explanation