Consumer complaint received 2023-09-13
Company: CITIBANK, N.A.
State: GA
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:
I reserved and paid for a short-term rental property through the XXXX platform for XXXX XXXX, XXXX We were having a family celebration for which all of us were driving hours to reach the secluded luxury home. Upon check-in on XX/XX/XXXX, we were met with an overwhelming sewage stench and immediately reached out to the host. After hours of hanging around outside ( because the smell was so bad ), acting in good faith that there would be a resolution, they did not resolve the issue and we were not able to stay. 

This was not a matter of us changing our minds or not showing up. If we had been a no-show, there would have at least been a one-night fee with a refund of the rest. We showed up for our reservation but could not stay because of the sewage stench. We showed up but could not stay because of the hosts misrepresentation and neglect to provide what had been promised. I made attempts to resolve the issue and gave them opportunities to resolve the dispute. Documentation of all communications is attached below. I requested a full refund of {$1800.00}. 

There is no way for us to document a smell other than contacting the host which we did immediately on check-in. During a phone call on XX/XX/XXXX, the host told us that they sent someone out the day after we left ( XX/XX/XXXX ) and that there was no smell. Why did they not send someone out when we contacted them upon check-in? Why were there spray cans of air freshener? Why was there an air filter/purifier positioned at the entrance to the lower level? Why would I and other family members drive hours just to turn around and leave? 

After multiple attempts with the host ( XXXX XXXX XXXX ) and XXXX there was no resolution and no willingness to provide a refund of any amount. XX/XX/XXXX- I filed a dispute on the charge with my Citi VISA. XX/XX/XXXX I provided detailed documentation to Citi VISA, including screenshots of all communication. XX/XX/XXXX Citi VISA requested additional information. Though I had already provided lengthy documentation, I set to work to compile even more information. Only 5 days later on XX/XX/XXXX, before I had an opportunity to send the requested " additional information, '' I received notification from Citi VISA stating that they decided I was responsible for the charge. 

-- Our reservation was for XXXX XXXX. 
-- We were informed a few days before our trip that there was an issue with the bottom level of the house, and we would not have access. We found out later that there had been a burst pipeso they knew about the issue before we arrived. 
-- We showed up for our reservation in good faith that what we paid for was what we had been promised. We made good-faith efforts to resolve the issue for a few hours once we arrived. All of our family members were driving hours to gather together. We showed up in good faith and the host clearly did not deliver what they promised. 
-- XX/XX/XXXX- When we arrived for check-in at XXXX XXXX, we immediately called the host because there was a horrible sewage stench. There were multiple spray cans of air freshener and positioned next to the entrance to the lower level was an air filter/purifier. 
-- It took over an hour for someone to get back to us. The smell was so bad we were not able to even sit in the house while we waited. They assured us someone would come to the property to check on the smell but then, without sending anyone to check it out, they said they would be unable to fix these issues during our stay.

-- They offered one of their other properties but the property they offered was smaller and inferior in both quality and location to the property we had reserved. We reserved Luxury in the Mountains in a quiet location with beautiful views and space for everyone in our group to have a private bedroom. The alternative property did not offer similar accommodations. It did not offer the quiet serenity we originally booked as it was located on a noisy through road and it did not have enough space for our entire group to stay comfortably. The choice given to us by XXXX XXXX XXXX was to either stay at the original property and deal with the sewage smell or cram into a smaller property in an undesirable area. 
-- We could not stay at the property we reserved because of the horrible smell and for over $ XXXX, it is unfathomable that we should be expected to be okay living with that for our entire stay. At XXXXXXXX XXXX. they said they understood and would get back to us with a resolution and thanked us for our patience. 
-- At XXXX XXXX. we asked if we would get a refund if we left and they did not answer the question. ( If we had been a no-show, there would have been a one-night cancelation fee with the rest being refunded. ) -- At XXXX p.m. we still had not heard back from them, family members were arriving, and it was dark. We were still waiting outside. We informed the host that we were leaving the property. They said someone would call us the next day ( XX/XX/XXXX ). 
-- XX/XX/XXXX- After waiting all day for a call, we reached out at XXXXXXXX XXXX They said they would follow up. Shortly after, we received a phone call stating that they would not be issuing a refund. How is this even logical? If we had been a no-show, there would have been a one-night cancelation fee with the rest being refunded. We showed up but could not stay because of the hosts misrepresentation and neglect to provide what had been promised. We then reached out to XXXX about our experience. 
-- XX/XX/XXXX - XXXX informed us that it was up to XXXX XXXX XXXX to provide a resolution. 
-- XX/XX/XXXX- I filed a dispute on the charge with my Citi VISA. 
-- XX/XX/XXXX I provided detailed documentation to Citi VISA, including screenshots of all communication. 
-- XX/XX/XXXX Cit VISA requested additional information ( all of which I had already provided in the detailed documentation ). I started working on making the additional information more clear. 
-- XX/XX/XXXX Before I had an opportunity to send " additional information, '' I received an email from Citi VISA stating that they decided I was responsible for the charge.

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