Consumer complaint received 2024-01-31
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY (ND)

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ND   XXXXXXXX XXXXXXXX
XXXX  
Consumer Financial Protection Bureau:

I sent information about my poor and unhealthy hotel stay via the XXXX XXXX, see below for complete chat, to XXXX which is a part of XXXX, while I was surviving in the room at XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX. It was charged to an American Express card of mine. The amount of the charge is XXXX

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
I opened up a dispute with American Express in XXXX XXXX, after getting back to the United States and organizing my post trip. I submitted XXXX documents to American Express dispute, and they ended up in a XXXX  dispute office or file and were not effectively pursued.  Since XXXX of XXXX is in XXXX and the American Express dispute department is in the XXXXXXXX, favoritism against me, the consumer, likely took place. The above entries from my American Express statement show a XXXX charge, credit, and charge, indicating the dispute failed with the American Express XXXX dispute department. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX


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 American Express reopened the dispute of charges foXXXX XXXX ID XXXX

The additional information submitted includes that no manager was ever available during my stay to address concerns of:
no business computer terminal online service working, cracked toilet mounting in room XXXX, improper flushing of toilet in room XXXX, bedbugs in rooms XXXX and XXXX, unhealthy conditions of beg bugs in my rooms, and one bug in my orange juice at the hotel's breakfast the last day.
I did finally get moved to room XXXX by a desk clerk the last day or two of my stay. I asked for a main floor room and was moved a few doors down to room XXXX.  Perhaps the XXXX XXXX of this hotel has bed bug problems. In room XXXX I encountered a big bed bug, the size of my fingernail, my last night, which startled me with its size and shadow when it flew down and was projected from the light above the bed.  I showed XXXX, the front desk clerk on duty aXXXX XXXX XXXX, this large bed bug, which I killed on the bed sheet. He stated the cleaning people needed to do a better job.  The large bed bug landed in my travel bag and then flew onto my bed sheet when I checked my travel bag, where I killed it with a water bottle used as a swatter. I was traumatized by the entire negative bed bug experience.  The bed bug was in my bag and was destined to travel my home.  I was able to kill it in the hotel room, but I was traumatized.  I did not find any bugs in my bag or belonging when I arrived home on XXXX XXXX XXXX, but I was anxious about this situation with my spouse. This caused more personal XXXX  
The below attached documentation cites some of the severe problems XXXX has with policies, including controversial no refund policies, relations with hotels, and administration. XXXX  was not even able to contact XXXXXXXX XXXX ID XXXX, by telephone after I reported and communicated at length all my problems on the XXXX app, which is in the documents I already submitted.  These problems included the extremely unhealthy conditions of bed bugs in my rooms, on the XXXX app. XXXX did admit to the severity of the problems by offering XXXX cash, approximately XXXX, equal to XXXX  in payment for my inconvenience.  The hotel bill was XXXX so XXXX  XXXX  bucks, which is equal to XXXX, is a low reimbursement amount. XXXX did not address health conditions in their pre-programed reimbursement offer.  Pre-programed virtual assistant communication is not concerned and responsible customer service.  A XXXX out of XXXX  inconvenience offer is irresponsible and unethical management of an overall bad and bodily unhealthy situation. I ask for full reimbursement, since this was a trying, traumatic, and scary experience.


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XXXX XXXX
 
From:
XXXX
To:
XXXX
, XXXX XXXX
,
American Express
,
American Express


Mon, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID: XXXX

 Paid

Booking details 

XXXX XXXX
Your booking is already confirmed. For more information or to make changes, please select from the options below.

XXXX XXXX
What can I help you with today?


XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ID: XXXX  
 Paid

Booking details 

XXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX
What can I help you with today? XXXX XXXX
Property related questions
XXXX XXXX  What's your question? You can ask property related questions like "Does this property have a pool?" Or you can try keywords like "Pool."

I am still learning, so if I can't help you I will try to redirect you to additional resources.

XXXX XXXXInline image
need a shuttle ride from airport'
XXXX XXXX  Property address XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX  transfer service is provided at XXXX XXXX XXXX XXXX

To view the property's page, click here

Does this answer your question? XXXX XXXX XXXX XXXX XXXX
I'm sorry I could not answer your question.

For further questions about amenities available with your booking or any special requests, you can click the link below to message the property directly.

Message the property

Alternatively, you can view and manage your booking by clicking here.

What would you like to do next?

XXXX XXXX
Try again
XXXX XXXX  What's your question? You can ask property related questions like "Does this property have a pool?" Or you can try keywords like "Pool."

I am still learning, so if I can't help you I will try to redirect you to additional resources.


XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
Booking IDXXXX XXXX  
 Paid

Booking details 

XXXX XXXX
Your booking is already confirmed. For more information or to make changes, please select from the options belowXXXX XXXX XXXX
What can I help you with today? XXXXXXXX XXXX  Special request XXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.

You can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.

These were the Special requests made at the time of booking:

 Non smoking Room

 Large Bed

To add Special Requests, Click here.

To follow up on previous requests or messages to XXXX XXXX XXXX XXXX,  Click here.

Do you need any additional help with this booking?


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  
Booking ID: XXXX  
 Paid

Booking details XXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX
What can I help you with today?

XXXX XXXX
Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.

You can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.

These were the Special requests made at the time of booking:

 Non smoking Room

 Large Bed

To add Special Requests, Click here.

To follow up on previous requests or messages to XXXX XXXX XXXX XXXX  Click here.

Do you need any additional help with this booking?

XXXX XXXX
Special request XXXX XXXX
Airport Transfer
XXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.

You can contact XXXX XXXX XXXX XXXX  directly and they may be able to better assist you.

The hotel provides transport to/from the airport.

Do you need any additional help with this booking?

XXXX XXXX
XXXX XXXX XXXX
Lets reach out to our Customer Service team so they can help you directly.

How would you like to contact support? XXXX XXXX
Leave a message
XXXX XXXX
To begin, please describe your request below.

Please be aware that it may take up to XXXX  hour for an agent to respond.

XXXX XXXX  On Monday XXXX XXXX I arrived at XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Hello, my name is XXXX XXXX and I am here to assist you.

Please give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX
No
XXXX XXXX  I will add to my comments with problems I have.
XXXX XXXX
We are sorry to hear that you have experienced some issues with your booking. No worries; I'll be more than happy to check that for you. However, I'm just going to need some more information so I have a complete picture of your needs. Can you please tell me? XXXX XXXX  On XXXX XXXX when I arrived at XXXX XXXX  I had no information about the XXXX  shuttle and where to find it. I requested this information on the XXXX website days before I departed for XXXX I found a XXXX XXXX XXXX Map and XXXX was not on the map. I was delayed several hours because of this and XXXX XXXX XXXX with much research and work involved. XXXX XXXX
Now the room problems and more shuttle problems
XXXX XXXX
We genuinely appreciate the time you took to let us know about this. We always strive to provide superior service, and your customer comments are the very best way for us to keep an ear to the ground. After reading the details of your experience, we can only imagine the distress you faced at the hotel. These precautions will ensure that such errors will not happen again in the future.

 

Can I ask if you are currently at the hotel right now? Did you still utilized the booking?

1XXXX XXXX
The telephone does not work and the toilet does not flush poop! Yes poop stays afloat on the toilet bowl! These were reported right upon arrival on Monday XXXX XXXX. I also reported by email two times to the hotel the business desk internet computer did not work. I was told to use my phone. I said my phone is not made for use as a computer terminal. XXXX ignored me. Wednesday XXXX XXXX  the shuttle was down because of no driver at XXXX XXXX  and an XXXX  had to be called. Four hours later I tried to catch the XXXX shuttle at XXXX XXXX and the shuttle went around an outside fence at gate XXXX XXXX feet away from people and me. He sped that far away and did not look for people who needed his shuttle, me!
XXXX XXXX
I will continue: Half an hour later I spotted the Geographotel again. He sped on the outside of XXXX gates again and I barely could noticed he stopped at gate XXXX 150 ft ahead. The XXXXl van was pinned behind a bus and vehicles to the side so I had time to run and catch it and knock on his window. The driver said get in. I waited and struggled for more tan an hour to get this ride. On Thursday XXXX XXXX  three XXXX people, the desk person, an assistant from the office, and a supposed manager were inconsiderate to me about breakfast. I thought breakfast was paid in my XXXX XXXXdvance payment, but the desk person, a white man, bullied me about it.
XXXX XXXX
Again, we are sorry for the inconvenience and frustration that you have experienced. No worries; I'll do my best to help you. But do you mind letting us know your specific request so that we can inform the hotel and provide the correct solution to your concern? XXXX XXXX
I have the Shuttle map with XXXXXXXX  not included, the Bus ticket needed on Monday XXXX XXXX  and pictures of toilet problems and phone. Please take care these problems through discreet contact with XXXX XXXX XXXX  I will be in contact with you and credit card company advising of the noncompliant and less than honest situation at Geographotel!
XXXX XXXX
Please respond As Soon As Possible because of this continuing difficult situation! XXXX XXXX XXXX XXXX XXXX  ID USD XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX time
XXXX XXXX  Please get the Business Desk computer internet fixed so I and others can use it, include breakfast with what I prepaid, get a better room with phone working and toilet flush working to take care of poop being flushed properly, refund XXXX XXXX Bus fare, and apologetic for bullying!
XXXX XXXX  Thank you for patiently waiting. I have tried to contact the hotel, but we cannot reach them. No worries; I will check the other solutions that we can provide here on our end. XXXX XXXX
I just need the supporting document such as pictures or any proof that shows the bad conditions of your room. I will forward it to our relevant team for review.

 

To learn about our privacy practices with any documents you send, please see our Privacy Policy: httpsXXXX XXXX XXXX XXXX  Not answering the telephone is consistent with Geographotels mode of operating, three aspects of which are not answering, non-positive communication, avoidance, bullying. I tried to call them several times on Monday XXXX XXXX XXXX for a shuttle ride from the airport. No answer several times! Twice I called with XXXX XXXX  Novotel desk attendant assistance. There was a recording answer, someone to assist soon recording said, and then termination of call after about 1-2 minutes of hold prompts!
XXXX XXXX
I will email pictures. What is the email address to which you wish to have them sent?
XXXX XXXX
Email address for pictures?
XXXX XXXX  I am still here at XXXX XXXXXXXX XXXX
Kindly send the pictures or any proof here showing the bad condition of the hotel, or you can also send it to our email address, XXXX XXXX XXXX
Where do you want pictures sent?
1XXXX XXXX
Send pictures of phone, toilet, shuttle map, Bus ticket where?
XXXX XXXX
Also closed toilet near front deskXXXX XXXX XXXX XXXX XXXX XXXX
Where do I email pictures of Geographotel which a previous Agent requested under an hour ago?
XXXX XXXX
You can send the supporting documents here in our message so that we can check.

XXXX XXXX  got email address
XXXX XXXX
Thank you! Sent pictures. XXXX XXXX
Still at XXXX XXXX XXXX
Hi, XXXXXXXX XXXX XXXX Thank you for reaching out.

 

The email you sent was assigned to another agent, and she is actively handling your case at the moment. Kindly wait for here to get back to you via email as well. As such, this conversation will be closed for now to avoid duplicate case handling. XXXX XXXX
Thank you for contacting us! Please do not hesitate to resume the conversation if you need anything elseXXXX XXXX XXXX  Main Menu XXXX XXXX  Hello, my name is XXXX  and I am here to assist you.

Please give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.

XXXX XXXX  Help with another booking
XXXX XXXX  I found bed bugs on my bed at XXXX  and
XXXX XXXX  We understand your situation and apologize for the slow response, as we are currently experiencing high traffic. Not to worry, you've reached me, and I'm here to help you at my level best.

XXXX XXXX XXXX XXXX today. I emailed pictures of bed bugs to XXXX XXXX XXXX
Hello sir. Can you verify the booking ID. Thank you.

XXXX XXXX
This hotel situation is escalating and I do not know who to trust here at XXXX Please hurry your assistance! XXXX XXXX  Yes, XXXX, XXXX XXXX XXXX XXXX XXXX
email: XXXX  XXXX XXXX
also using email XXXX XXXX my phone!
XXXX XXXX
I'm really sorry to hear about the issues you're experiencing at the hotel, including bed bugs and broken appliances. This is certainly not the experience we want for our customers and I understand how frustrating and uncomfortable this must be for you.

 

Please be assured that we take your concerns very seriously. We will immediately contact the hotel management to address these issues and seek a resolution. This could include moving you to a different room, or if necessary, a different hotel.

 

I truly appreciate your patience and understanding in this matter. We will do our best to resolve this situation as quickly as possible to ensure your comfort and satisfaction. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you. XXXX XXXX
Can you verify your specific request for your booking so that we can raise it directly with the hotel?

XXXX XXXX  Hello sir XXXX are you still there? XXXX XXXX  I'm really sorry to hear about the issues you're experiencing at the hotel. I understand how frustrating and uncomfortable this must be for you.

 

We have been trying to reach the hotel to address your concerns, but unfortunately, we have not been able to get in touch with them yet. Please be assured that we are doing our best to reach them as soon as possible to resolve the issues you're facing.

 

In the meantime, I would recommend speaking directly with the hotel's front desk or management about your concerns. They may be able to provide immediate assistance.

 

I truly appreciate your patience and understanding in this matter. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you.

XXXX XXXX
I spoke with the front desk many times over the past few days XXXX  at the front desk the first two days was concerned, but had no authority to do somethings about the internet computer terminal. An older man took over for him on Wednesday and he has been hell to talk to. He will do nothing about the internet computer terminal and is closed minded about other issues. He and others act dumb about who is manager when asked. Since the same man has been there for two days and is unresponsive, I do not have trust enough to talk to anyone about getting something done abou problems I bring to their attention. Now the bed bud problem! And you, the powerful Agent, cannot even contact them!
XXXX XXXX  Hello, my name is XXXX XXXX, and I am here to assist you.

 

Please give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.

 

XXXX XXXX  Yes, please XXXX XXXX
bed bud means bed bug problem!
XXXX XXXX
Thank you for waiting and we do apologize on the slow response as we are currently experiencing high traffic. I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX

 

We're sorry to hear that you encounter issues with your stay due to computer/signal/internet issues plus the bed bugs. Not to worry, you have me on the other line and I'll help you with your concern by reviewing your reservation. Please stay tuned for few minutes for this. XXXX XXXX  Regarding your concern, please be advised that we've been trying to coordinate with the hotel but we are not getting any definite answer from them regarding your concern over the phone.

 

We'll be sending them an email, as per their request, so they can check and help you with your concern.

 

As a gesture of goodwill, we are offering you a compensation of USD XXXX credited to your account as XXXX Please note, this is the maximum amount we are capable of offering.

 

This XXXX  can be used for any pay-to-XXXX  type of bookings and is valid for 6 months.

 

Please note that XXXX may not be used on bookings that say No credit card required, Tax receipt available, or Pay at the hotel.

 

Kindly let us know if you accept our offer, and we will issue the XXXX  to your account. Thank you so much for your patience and understandingXXXX XXXX XXXX
This is an awkward situation at XXXX XXXX XXXX  is on low side considering what Ive been through. XXXX XXXX
What about credit card company remediation? XXXX XXXX
Hello, my name is XXXX and I am here to assist you.

 

Please give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX  I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX. . I am sorry to hear about your situation and I am sorry on the behalf of the property. As of now, we are still checking with the property regarding the refund/compensation from the property's end

 

From XXXX end we would like to offer you a compensation of USD XXXX, credited to your account as XXXX. Kindly note this is the maximum amount we are capable of offering and as we are also in the middle for awaiting the property's response.

 

Please acknowledge this offer so we may proceed to issue the XXXX immediately to your account. XXXX XXXX
No agreement to compensation for an inferior hotel.I reported the bed bug problem to a different front desk person 4-5 hours ago. about XXXX XXXX XXXX XXXX XXXX He said he could give me different sheets. I spread a sheet he gave me out, and 4-5 hours later there is a bed bug mark on it! I inspected the bed more and found many more extensive bed bug marks! This is against laws to rent bed bug rooms!
XXXX XXXX
Hi there! My name is XXXX and I'm here to help.

 

I have reviewed your case regarding booking ID XXXX XXXX XXXX XXXX XXXX XXXX  and I see that you would like to complain about the room which you received from the property, which has a lot of bed bugs.

 

Thank you for bringing this to our attention. Not to worry; you have me on the other line, and I'll do my best to help you out.

XXXX XXXX
Please, a full refund is in order! XXXX XXXX
Thank you for your concern, it is merited. An awes XXXX XXXX  a gross situation
XXXX XXXX  I'm truly sorry to hear about the issue you're facing. This is certainly not the experience we want our guests to have. Your comfort and safety are our top priorities, and it's clear we've fallen short in this instance. Please accept our sincere apologies for this unfortunate situation. We appreciate your understanding and patience as we work to resolve this issue promptly.

 

We will request to the property a waiver of the cancellation fee on the reservation. Kindly allow me 1020 minutes to contact the hotel for you.

XXXX XXXX
I cannot believe this happened to me XXXX XXXX
We truly understand the frustration that you felt about what happened on the reservation.

XXXX XXXX  The hotel would assign me a bed bug infested room. Its a crime!
XXXX XXXX
That the hotel would stoop to such a low level! XXXX XXXX
Thank you for your patience. I already contacted the booking partner, and they informed us to send them an email for the cancellation fee waiver.

 

Rest assured that once we have approval from the booking partner that they are waiving the cancellation fee, we will go ahead and cancel the reservation free of charge and notify you via email.

XXXX XXXX
The hotel betrayed a customer and you the Agent
XXXX XXXX
Once we received the response from the hotel that they were allowing us to cancel the reservation free of charge, We will cancel the reservation right away and notify you via email. XXXX XXXX
Full refund please. I am just aghast this happened. I am an emotional wreck.
XXXX XXXX  I'm truly sorry to hear about your distressing experience. Please accept my deepest apologies for the inconvenience you've faced. I understand how upsetting this must be for you. We value your feedback and will take necessary steps to prevent such incidents in the future.

XXXX XXXX
My wife will be paranoid about me bringing home bed bugs. Sad situation XXXX XXXX  Kindly wait for the hotel response within 24-48 hours. XXXX XXXX
I was moved to XXXX XXXX from XXXX XXXX on XXXX XXXX XXXX XXXX XXXX, after showing the Manager/Owner the room with bed bug evidence after much convincing about bed bugs and other many hour wait for concern and limited action from the hotel, XXXX XXXXXXXX XXXX Within 12 hours I found a large bed bug in XXXX XXXX Gross! I have a picture of this large bed bug to send to XXXX XXXX XXXX  Hello XXXX XXXX XXXX my name is XXXX, and I will be further assisting you today with the issue in the room.

 

I am sorry to know that your stay got ruined due to bedbugs.

 

Thnk you letting us know that your travel plans turn out this way.

 

This must be very upsetting for you, and we can understand why you are feeling this way.

 

We can assure you that we will do our best to help you make your travel experience better.

 

Let me check for an update. XXXX XXXX
Please coordinate with parties involved full refund! Credit card company legal department is party to this problem.
XXXX XXXX
I understand how you feel, we know how important this reservation is for you.

 

As per checking, this case has been escalated and offered you the compensation amount of USD XXXX XXXX XXXX
I have another bug problem here, a bug in my orange juice at XXXX XXXX! Picture already sent. XXXX XXXX  I understand your concern, and as per checking, it has already been raised with the relevant team.

 

We are sorry, but we are tied up with the decision, and that is the full amount that we can offer in this case.

1XXXX XXXX
Thanks for getting in touch with us today. If you have any questions later, you can reach us at httpsXXXX We are always here to help. XXXX XXXX
Main Menu
XXXX XXXX
Hello, my name is XXXX and I am here to assist you.

Please give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.

XXXX XXXX
Main Menu
XXXX XXXX XXXX XXXX XXXX
Help with another booking XXXX XXXX  Hi XXXX XXXX XXXX, I have reviewed your case regarding booking ID XXXX  at XXXX XXXX XXXX XXXX

 

Were happy to assist with your issue, but well need some help from you. Providing complete information will allow us to assist you faster.

 

Do you mind letting us know how we can assist you today?