Consumer complaint received 2022-09-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Chase Bank XXXX On XXXX XXXX, I booked a hotel room for XXXX nights at the XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, via XXXX ( for the amount of {$170.00} ). Upon arriving to the hotel, I noticed that the exterior as well as the lobby area, looked completely different from the pictures that were posted. Being that it was almost XXXX, and I had my toddler with me. I proceeded to check in. Upon checking into the hotel room, I noticed that it was absolutely filthy. Stains and crumbs on the floors, the tissue in the bathroom was a half used roll, with stains on it. There were poorly patched holes in the wall, and overall it was just XXXX of the filthiest hotel rooms that Ive ever been in. We stayed in the room for about XXXX minutes. I then went to tuck my daughter in and pulled back the sheets only to find a huge red stain underneath them. This was the absolute last straw. I got myself and my daughter redressed and proceeded to the front desk to either check out or be switched to a room that had actually been cleaned and prepared for guest arrival. When I arrived at the front desk, I waited about XXXX minutes for the manager to ultimately tell me that there were no more rooms available for the night, he said that my only option would be to check out and that he would issue me a refund. He suggested that I give XXXX a call the next morning, and explain the situation to them, seeing as though they were who I booked with. The next morning, I did just that. Upon calling XXXX, they proceeded to call the hotel on the other line, and according to them, the hotel was unwilling to authorize a refund. I was baffled. I reached out to XXXX Hotels Corporate office the next day via email, attaching pictures and describing my visit in detail, and I told them that a refund should be very least theyre willing to do, being as though I didnt even spend XXXX night in the room that I booked for XXXX nights due to poor sanitation. A couple of days went by, and their corporate team emailed me stating that On their end, its showing that a refund has been processed. At this time, I was pressed for cash, so I had already disputed the transaction with my bank and received a temporary credit. Being that I went through all of this, I had no idea that my bank would end up denying the dispute. About a month and a half later, they did just that. The temporary credit was removed and I was left with a negative balance in my account, which caused me to accumulate over {$300.00} in overdraft fees from XXXX to XXXX. I reopened the dispute, providing my bank with pictures of the hotel room, as well as an email that I shared with the corporate office, however my bank ( Chase ) refused to give me my money back, and so did XXXX. I called the hotel and they informed me that they couldnt authorize the refund since i booked via XXXX. XXXX told me that they couldnt authorize a refund without the hotels approval. I got the run around for almost XXXX weeks about this issue, and ultimately I never saw my money againSo, essentially I was cheated out of {$170.00}. Not to mention the financial hardship that I faced after they removed the temporary credit and my account went into a negative balance. I have reached out to almost everyone I can think of about this ( XXXX, Pricelines escalation team, Chase, Chase Dispute Department ). And Im really starting to feel taken advantage of. There is no way possible that it can be right, let alone legal, for a company to refuse to give you a refund when their services or products are no where near the standard of which you were led to believe they were. Im truly hoping that something can be done about this, and that this issue can be resolved. Im not okay with my money just being gone like this. Im attaching pictures below of my hotel room versus the room that was pictured when I booked. I have booked numerous hotels in my life and never have I seen such complete and blatant deception like I did with this hotel. I will also attach photos of the email correspondence.

Company response to consumer: Closed with explanation