Consumer complaint received 2023-12-18
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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:
On XX/XX/2023, after months of research on an ideal hotel with an mountain view and private on-air bath in mind, I booked XXXX XXXX XXXX XXXX for 2 nights through Capital One Travel portal XXXX 

My booking that I placed had the following requirements which affects the hotel pricing : XXXX person, no breakfast, no dinner Guest Name : XXXX XXXX Confirmation # : XXXX Check-in:12/16/2023 XXXX 2 Nights, 1 Room Total Cost Divided Per Night XX/XX/2023 ( Night XXXX ) Accommodation {$360.00} Taxes and Fees {$36.00} XX/XX/2023 ( Night XXXX ) Accommodation {$360.00} Taxes and Fees {$36.00} Accommodation Total* {$730.00} Taxes and Fees Total {$73.00} Total Cost {$810.00} In total, my booking at XXXX XXXX XXXX was XXXX which was around XXXX XXXX XXXX XXXX I arrived at XXXX XXXX XXXX XXXX XXXX on XX/XX/2023 and was told i had no reservation with them. And that my reservation was with their sister hotel " XXXX XXXX '' which is exactly the opposite hotel style and luxury of XXXX XXXX I asked how could this had happen and XXXX said Capital One booked the incorrect hotel for me. As I was in the country side of XXXX without knowing a single XXXX, there was no argument here and I had to take their sister hotel or I'll be living in the streets of the country side in XXXX. XXXX had XXXX shuttle bus ride me to the sister hotel but did not communicate with the driver at all and the driver drove me back to the train station. Not knowing a single XXXX, i used XXXX translate and was able to get the driver to drive me back to the correct hotel. This issue caused a time waste of more than 1 hour. 

Arrived at the sister hotel " XXXX XXXX XXXX, '' I was told my booking was the following : 2 double beds, 2 guest, breakfast and dinner plan.

1 ) In my booking on Capital One, I clearly stated 1 person only myself, no guest 2 ) I didn't opt in to no breakfast and dinner plan knowing there's a cost involved. 
XXXX ) Hotel room type is totally different, not only it had no private balcony with open-air bath, it was a standard double bed room. 
XXXX ) The sister hotel was a lower end hotel than the one i booked which was XXXX a night. I checked the sister hotel " XXXX XXXX XXXX '' pricing for the same 2 nights and 1 person, the price was XXXX a night. Totally different pricing On XX/XX/2023, I called Capital One XXXX support from overseas in XXXX and was on the phone with them for close to XXXX hours which the XXXX XXXX XXXX XXXX came into my room to talk about what happen. Apparently capital one travel utilizes a XXXX party agency to book and they book the incorrect hotel for me. I told capital one i did months of research and booked this hotel in advance just for this view, to not get this view, this is false advertising as I wouldn't had book this in the first place. I also asked for a price adjustment between the two hotels as I'm paying a premium for a downgraded hotel. I asked the sister hotel for this adjustment as well, but they rejected and say it was capital one 's fault. So here I'm now, stayed at a hotel that wasn't my choice and had to fork out XXXX which was the most expensive hotel in my entire trip just for that view to be screwed by capital one travel booking. 

Capital One has only offered XXXX credit and said they can't adjust the price of my bill on the XXXX. The hotel has said the same thing. As this issue was caused by Capital One, I believe they should inherit this hotel cost as this is false advertising to give me a service that I wasn't willingly to pay for in the first place.

Company response to consumer: Closed with monetary relief