Consumer complaint received 2023-01-17
Company: JPMORGAN CHASE & CO.
State: FL
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 booked the XXXX XXXX XXXX with via the XXXX website. Originally, I was flying to XXXX XXXX and I needed a hotel near where I was planning to visit, in XXXX XXXX. 

I utilized the XXXX website and found the XXXX XXXX XXXX. 

My confirmation number number was, XXXX itinerary : XXXX Checking in on Sunday XX/XX/2023 to Sunday XX/XX/2023. 

I wasn't familiar with this hotel since I live in the US ; however, I trusted XXXX 's website. 

I get off my plane and drive directly to this hotel to find out, XXXX. ) It is on a private road where the public ( including hotel guests ) are not allowed to drive on that road, period. We had to park XXXX blocks away and walk 10 minutes with all our luggage. The property manager later explained that we ca n't drive or park on this road. This wasn't described in the online description?! The hotel has XXXX access to parking and is located on a private XXXX XXXX. 

2. ) The hotel isn't opened ( they don't have a permanent attendent at the desk ) so we had to wait for the hotel cleaner/maid to come and open the hotel for us. The hotel maid said she has to give us a key to the hotel door. They give their guests the key to open up the hotel door. There is no security, you just have keys given to the guests. The hotel cleaner/maid also didn't even verify our passports/or identification. She only asked for the name that the reservation was under. This raised a red flag for us for safety reasons. Also not described on XXXX 's website. On XXXX 's website, this hotel is marketed as a functioning hotel. 

3. ) The manager took us up to our room and it was ice cold. There wasnt any type of central heating, only an old radiator that didn't work. To make matters worse, the bathroom had a clear class window that when we opened it, it opened to the wall that had black mold and pipes. That is a health hazzard!

I'm not staying in a room where I'm exposed to black mold! 

4. ) There was also people smoking hash in the hotel and we could smell it through the hallway. That is illegal in the XXXX and XXXX. I didn't want that in my pores. 

We called XXXX immediately and explained all listed complaints. They called the property manger who denied the refund. I told XXXX that we have pictures of the black mold and the radiator that doesn't work. This is false advertisement. The customer service agent said she couldn't provide a refund. That doesn't make any sense??? This was not an acceptable hotel and not what was advertised on XXXX 's website. 

The representative said the property manager would move us to a different room. Since we were offered no other option and we were desperate at this point ( in a foreign country ), we went back and the only employee present, the hotel cleaner. They only had two other rooms available to us ; one was filled with old cigarette smoke and the other room with pipe and black mold problems. The lady understood and said for us to call XXXX back and the property manager will provide us a refund. She said she just spoke to the property manager. 

When we called XXXX back the peoperty manager lied and denied it again. This was completely unacceptable and XXXX needs to give us a refund. We traveled overseas to arrive and go through this??!. We had to walk with our luggage back to our car and find another hotel. This was beyond stressful. 


I would like a full refund of {$100000.00}. 

I contacted Chase Bank and explained everything to the claims department. I stated that I have pictures and I would like to dispute this charge. The representative said he spoke to his supervisor who said that Chase can't dispute a charge based on an opinion. How is that an opinion?? I have proof via pictures. 

This amount is was charged on my chase card on XX/XX/2023 Sent from XXXX XXXX on XXXX

Company response to consumer: Closed with explanation