Consumer complaint received 2020-03-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
XXXX XXXX booking site saying : Our pricing goes up and down and I agreed to their Terms and Conditions when downloaded the Mobile App. Therefore, no refund on my booking regardless of their Overcharging Fraud and Hotel providing BAD service. 
Capital One Ignored our dispute and sided with XXXX XXXX booking site. and telling me to get my money call/contact XXXX XXXX booking site and scheduale a conference call. However Capital onemanager I was talking to could not attend to back me up and I am getting referred to another person at Capital one. I do not have any trust toward capital one that they are going to help getting my money back. My letter to Capital One Dispute Department. 

To : Capital One Dispute Charge for {$570.00} Case Number : XXXX My name is XXXX XXXX and I did the booking at XXXX XXXX   Mobile App and go by XXXX XXXX. On XX/XX/2019 around XXXX XXXX, Saturday night I booked two rooms for one night in XXXX Florida, got charged way more than what XXXX XXXX Mobile App showed on their website, the room rate I picked was {$130.00} per night, I got charged {$240.00} per night. I emailed XXXX XXXX on their website that you Overcharged me, I saw a rate for {$130.00} per night. Did not get an immediate answer. I was charged additional {$110.00} per room and I booked two rooms. So, total overcharged was {$110.00} x 2 rooms = {$220.00} When XXXX XXXX answered me back they said : the rates are subject to change at any time, thats why they can not guarantee against the hotel drops the rate on the XXXX XXXX app. Prices can and do also go up at the last minute, depending on events or popularity of an area. I told XXXX XXXX I didnt care where the rate going. I wanted the rate I picked at {$130.00} per night. 
I clicked book it when the room rate did go down to {$130.00} ( please see attached picture ). Because, I sorted the hotels based on the lowest room rate on XXXX XXXX website and received the discount/deal. Again, when they charged my credit card, I paid a different room rate than what I saw. Not only I did not get {$130.00} per night per room, they charged me {$240.00} Plus {$43.00} resort fee or {$280.00} per room or {$570.00} for 2 rooms. 
Additionally, XXXX XXXX app went from clicking I want two rooms at {$130.00} per night to Directly charging my credit card and sent an email at later time. No option given to review the order and additional charges like resort fee. And their email did not come immediately. I got notification from credit card company/Capital One and as soon as I saw it, I send an email via XXXX XXXX app that you over charged me. And no response. So, I went to the hotel and I talked to the front desk and told the man named XXXX that I was over charged. XXXX said he can not do anything do not have any other rooms and full, and I must contact XXXX XXXX. Which I told him I did via email. So, no other options. I checked in, XXXX gave us the rooms where they were doing construction at the hotel and no exterior lights on the path to the rooms. When we got in around XXXX XXXX  we had to walk in rain on mud to get to the rooms and had mud on and in our shoes. I was ready to take shower and go to bed. I wash my face and while I was drying my face notice the towel smelling bad like a sewage drain. So, I try to use another towel. It was the same bad smell. I called our other room. They said their towels smell bad as well. I called the front desk talked to a man named XXXX, he said itll be a while to get new towels to us since he did not have help and it was holiday weekend/Saturday. Even though when I checked in, saw a XXXX  man and XXXX man at the front the desk. I said I need the towel now. Then XXXX said again its holiday weekend, hell find the way to send new towels to both rooms. One hour later XXXX XXXX  towels never came so I went to bed and I had to get up XXXX XXXX to leave XXXX. Got up at XXXX XXXX  and called for new towels again, front deskman named XXXX or XXXX said soon as they can deliver the towel would be XXXX XXXX. I told him I need towels so I can take shower and check out. He said we do our best. Again, no towel, we did not take shower and we checked out and I paid the charges and complained. I was at the hotel from XXXX XXXX  and checked out XXXX XXXX  and left around XXXX XXXX  and could not take shower due to towels smelling like sewage drain and bad service from Staff that did not care. 
Extremely bad experience at this hotel from booking that they over charged me for 2 rooms on hotels construction area and towels smelling like sewage drain. Staff did not care to deliver new towels, none of us could take a shower. And when I checked out and made a complained the front desk attendance XXXX  volunteered nothing. 
XXXX XXXX XXXX XXXXXXXX did not provide service or clean towels for both rooms that I paid and made our life miserable and smelly. XXXX XXXX that did the booking for me overcharged {$110.00} per room x 2 rooms = {$220.00}, doing Bait-and-Switch FRAUD by showing lower rate and overcharged my credit card after booking. 
Thus, I want a full refund for {$570.00}.

Company response to consumer: Closed with explanation