Consumer complaint received 2022-05-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CT
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:
We purchased a " luxury '' junior XXXX XXXX XXXX XXXX XXXX XXXX in XXXX. Some of the items they state on their website that you will receive are below. 

Air Conditioning - Ours did not work Satellite Television - Did not work Slippers and robes- We did not receive them Hydromassage bathtub with shower - ours did not work Sofa bed -.There was no sofa bed Iron and Ironing board - None was provided Unlimited XXXX XXXX dinners in specialty restaurants per week of stay ( reservation and formal dress required ) - Restaurants did not adhere to their own dress code 24-hour free WI-FI throughout the hotel - Did not receive 24-hour WI-FI - it was very sporadic So, essentially we did not receive what was purchased. During our stay we lost power to our room on XXXX different occasions. For three days out of eight, we did not have any hot water in our room. Our door did not lock to the exterior of the building so, we had to put a chair there to secure it. We had a water leak from a room above that leaked onto our bathroom counter causing our personal items to be floating in water from who knows where. We had a mold issue after that, which caused asthmatic issues resulting in us having to move to another room. The list goes on and on. The merchant did not work with us on anything. Complaining to them did us no good, as there was a language barrier and essentially, since the trip was already paid for, they seemed uninterested in assisting us. We attempted on several occasions throughout our stay to get assistance with the issues with our room/stay. When room cleaning came to our room, instead of replenishing things, they seemed to remove and not replace. We had no hand towels, when we complained about that, we got hand towels and they removed the floor towels. We asked for slippers and robes, ( these were supposed to be supplied to each room ) we never received them. We were advised by ( XXXX - manager ) that there is nothing more that they can do for us. They provided very little or no customer service at all. And there was nothing luxury about this location. We did not receive the services/goods that we purchased. 

I've called and talked to supervisors on two different occasions at Capital one and I was told that I need to go to another hotel/resort and have them write a letter on my behalf, even though they don't have any idea who I am, or what my issues were, but they are supposed to write a letter for me on their letterhead stating what the merchant did wrong and how much it would cost to fix the issues. This is absurd. No company is going to write me a letter when they don't know who I am or what the issue is. Also, the document that Capital One has sent me, states that there is an optional third party letter, but Capital One is stating that this is required for us to dispute this. 

Our purchase date was XX/XX/2022 for travel XX/XX/2022 through XX/XX/2022. Total purchase price was {$1800.00}. 

Cancellation policy is 100 % free cancellation XXXX or more days prior to arrival for a full refund. ( Clearly, we would not cancel prior to arrival, because we were under the impression we would receive what we purchased )

Company response to consumer: Closed with explanation