Consumer complaint received 2020-06-04
Company: BARCLAYS BANK DELAWARE
State: MA
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 put a credit card dispute with my XXXX  XXXX  Barklays credit card for a XXXX XXXX. I purchased a XXXX XXXX and when I got to the hotel it was not the hotel that I ordered online.Nothing about the images/copy on XXXX came close to what we ended up with at the XXXX XXXX  XXXX XXXX  XXXX  XXXX in XXXX. Firstly, the resort on XXXX was not even close to the XXXX XXXX  XXXX XXXX XXXX XXXX ( See attached Images ). We later found out that the resort images on XXXX was for their latest offering in another country, and the resort we stayed at was outdated and literally falling apart. I am not a legal expert but I believe that one could argue that my family was the victim of deceptive and illegal Bate-and-Switch sales tactics. Our frustration was compounded by the fact that we were stuck third-world country with our XXXX year old daughter and had no other choice but to stay at the imposter resort. 

When we got to our room, not only was it not the modern beautiful room we expected from the photos on XXXX, it was outdated, beat-up, and actually dirty. The toilet-paper dispenser-cover was hanging on a single general purpose screw. The resort brochure was covered in an unidentified syrup and had human hair stuck to it. The curtains and walls were stained and the sliding glass door was covered in smudges. The bathroom had a water-stained drop ceiling. Needless to say, the room was closer to something I would expect from a seedy motel, not the luxury resort had been sold on XXXX XXXX. 

When brought to managements attention at the hotel they stated it was XXXX  XXXX  problem they posted the wrong pictures and deal with them. Then the manager said we will upgrade your room if you sign a paper stating they gave us a {$890.00} upgrade and this will be full compensation for the inconvenience also we are not allowed to post any negative reviews. Well it was no upgrade all they were giving us was a couch and we didnt need more room. They did have nicer rooms in the other part of the resort but unless we were willing to give them money it was to bad. I then spoke to XXXX XXXX XXXX  and they advised not taking the upgrade and dont sign the paper. They would call the resort. The resort stated they were going to give us a different room at a discounted price if we paid {$20.00} a day out of pocket. Again the room was definitely not an upgrade smelt like mold it was terrible. XXXX XXXX  then stated wait till tomorrow because on Monday they were going to call a certain dept and not to sign anything. Well they had no luck and asked to wait till the next day. 

Now it is our third day and the hotel and I spent hours ruining my vacation, XXXX XXXX calls my husband and XXXX tells him they will pay the difference for the upgrade for mine and my mother in laws rooms since we both Purchased thru the XXXX XXXX XXXX by the way that was the same offer as the day prior but XXXX stated not to take it they would talk to corporate. I guess XXXX kids was sick the next day so she stated take the offer. When we went to the front desk after hours on the phone they called XXXX XXXX a supervisor XXXX and she said we dont pay for differences. We insisted she check the recordings we felt like criminals and we were told it takes 4 days. At this point we spent three days and countless hours trying to resolve the issue when all they had to do is give us a nicer room not bigger, and nicer rooms were available they just were not accommodating. At this point we stated we would stay where we were and take it up with the XXXX   XXXX  credit card when we got back. The hotel stated that was a great idea, dispute it with them. 

I never experienced such poor customer service on both sides. From the of deceptive and illegal Bate-and-Switch sales tactics. To the hotel the room that was broken down, we had a safe that would get stuck everyday, we were locked out of our room 3 times at night because the battery on they key pad was dying. It would take 30 minutes each time to get back in the room because how far the main lobby was and you would have to take a golf cart. Also, the air conditioner broke at one point. We lost power two nights and could not finish getting ready to go out to eat. It was a vacation nightmare. 

I was in XXXX and tried to resolve with XXXX XXXX  and after multiple calls and trying to get it resolved they would not do anything. I have proof pictures of their website and many endless calls they did nothing so, I disputed with the credit card I started the dispute XXXX. The dispute started on XX/XX/XXXX the dispute process is still going on. They declined originally because XXXX XXXX  responded that they are not responsible for misrepresentations on their websites and my ip address acknowledged when I purchase also my vacation included airfare. I disputed this on XX/XX/XXXX showing that their website states substitutes they are supposed to provide substitution if this happens along with proof of cell phone bill showing the 20 minute call with them when I purchased this thru the phone and not online.I also used points for airfare and sent the proof. Well they declined it again on XX/XX/XXXX and never looked at information I sent. I called back the representative does believe that I should get back the money and escalated the case but it has been almost 6 weeks since it has been escalated and i have called multiple times I wrote down I called on XX/XX/XXXX and again on XX/XX/XXXX, there were more calls I just didn't write them down. They also took away the provisional credit. Credit card disputes are suppose to take 60 days this has been 5 months. The original purchase was on XX/XX/XXXX for $ XXXX need help.

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