Consumer complaint received 2023-03-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/23 I used rewards points I earned attached to my Bank of America credit card. I used the points to book a room for one night in XXXX XXXX, FL at XXXX  XXXX XXXX, which is part of the XXXX XXXX chain. I successfully booked the room for XX/XX/23 and showed up to stay at the hotel on that day. When I booked the room, it was my understanding that the room would be a double room, as described on the Bank of America website advertising the room at XXXX XXXXXXXX XXXX. 

When I got to the hotel, I was given what I was told was a double room, but when I got to the room, I noticed that I had a sofa bed. It actually was a sofa bed with a mattress on springs. When I reported the issue to the staff at the hotel, I was told that that was all they had. I told them that I had booked a double room at their hotel and mentioned that the photo on the website for Bank of America was not the same as what I received at the hotel. I have attached photos of the bed I received which is a full sized sofa bed and was not described as such on the Bank of America website. 

The bed was hard, on springs, and actually had the frame of a typical sofa bed. it was not an actual bed. I tried to bring up the issue with Bank of America and it fell upon deaf ears. I believe that Bank of America may have also been duped by the hotel as they advertised an actual bed on the site when I made my reservation. 

I told the desk personnel this at the hotel and they told me that they do not send out photos of their beds to the credit card companies and other companies that advertise their rooms -- now I know why.

I asked for my money back from the hotel for the bait and switch and refused. I called the front desk later that night when I could not sleep and was told that the staff had all left for the day, that only the night auditor was there and could not help me. 

The next morning when I checked out at XXXX, ( when I booked the room on Bank of America 's site I was made aware of a XXXX  checkout, but the hotel said it was at XXXX and would not grant me an extra hour to check out ), I brought up the topic again with the front desk about how I received a sofa bed instead of an actual bed and was told that the manager would contact me. it has been over 2 weeks and I have not heard from anyone or had anyone to call me back about this issue. I feel as if I have been taken advantage of.

I went on to the Bank of America rewards travel site to attempt to retrieve more information about XXXX XXXXXXXX XXXX in XXXX XXXX, but I am not seeing the hotel listed anywhere on the site now, which is very strange. Perhaps the matter had been discussed between the hotel and Bank of America travel rewards, however, I am still aggrieved and would like to be made whole.

I simply want my travel rewards refunded to me because I thought I was booking an actual BED for one night of stay, not a sofa bed, which is what I was given and the matter was not remedied at any point while I was in XXXX XXXX, nor afterwards. I have given both Bank of America and XXXX XXXX XXXX ample time to get back to me about this and nothing has happened in over 2 weeks.

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