Consumer complaint received 2024-07-05
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO. (MD)

Chase Travel Trip ID # : XXXX I am disputed a charge of XXXX points charged for XXXX XXXX in XXXX because when we made a reservation and attempted to check-in on the date of arrival at the front security guard desk. The desk did not have our reservation or any information on our arrival, and we were unable to check-in. 

XX/XX/year> : As a Chase Sapphire customer, I had points available that I used to reserve a stay for an upcoming XXXX trip. Through chase.coms travel portal I made a reservation to stay at XXXX XXXX XXXX from XX/XX/XXXX through XX/XX/year>. Attached is the confirmation email from Chase for the reservation. 

XX/XX/XXXX and XXXX, 2024 : I contacted XXXX XXXX  a total of XXXX times to get more information on my confirmed reservation because I had not received additional updates. I also expected we would need to check-in in the evening and needed XXXX XXXX  to confirm all my information. There was no answer and no call back from XXXX XXXX. Attached is the XXXX phone bill highlighting the XXXX calls I made on those dates. 

XX/XX/year> : We arrived in XXXX and drove to XXXX XXXX  by XXXX XXXX. to check-in at XXXX XXXX. The Security Guard station/desk asked to see our reservation number and then noted that he had no information on our reservation. He showed us his log book and an envelope with someone elses name who was checking in that evening. He also drove me to the sister property, XXXX, to confirm that they also did not have our reservation. There was no resolution that the security guard could offer because he did not have my name on his list of guests or a key left by XXXX XXXX Front Desk. Another guard came over to check on the issue but could also offer no resolution. He explained that XXXX XXXX Front Desk was closed, but that they left any late check-in information with him at the Security Guard station/desk , but that he had nothing for my name. Attached is the XXXX phone bill highlighting the XXXX phone calls to chase.com and chase travel ( XXXX minutes in total ) to attempt to resolve the reservation not showing with XXXX XXXX security guard. The chase travel representative agreed that we had a reservation but could not get in touch with XXXX XXXX. He agreed that we should stay at another hotel. I was traveling with my husband and XXXX small children. We reserved a room with XXXX XXXX XXXX that evening, see attached bill. 

XX/XX/year> : See attached XXXX phone bill highlighting XXXX discussion with chase travel representative who could still not get in touch with XXXX XXXX . He suggested we remain at XXXX XXXX XXXX for the rest of the stay ( XX/XX/XXXX to XX/XX/XXXX ) until the XXXX XXXX could explain why our reservation was not available at security guard desk. 

XX/XX/XXXX and XX/XX/year> : See emails sent to chase travel with the XXXX XXXX XXXX XXXX ( {$1700.00} ) and requesting further review of the XXXX XXXX problem because we still had been charged for all XXXX points even though we never stayed at XXXX XXXX even though we arrived for check-in on XX/XX/XXXX. 

XX/XX/year> : Chase Travel representative, XXXX, said that XXXX XXXX does not have any evidence we attempted to check-in on XX/XX/XXXX and they will not refund the reservation. 

XX/XX/year> : I continued to try and resolve this dispute and return of my points with Chase Travel, but received the attached letter on XX/XX/XXXX noting that Chase asked XXXX XXXX hotel for an exception to refund my stay but that XXXX XXXX stood by their claim that we were a no-show. Chase noted that for this reason they are closing my file and taking no further action.