Consumer complaint received 2026-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
XX/XX/XXXX I called Capitol One to see how many points I had and asked about redeeming them with travel and I spoke to someone for XXXX mins and XXXX regarding my booking and they told me if they book it with my travel points that they would have to charge a {$40.00} fee, and if I do it online I don't have to pay them that fee. So instead I did it online. I picked XXXX XXXX in XXXX because it was {$210.00} for 5 days and taxes and fees were only {$25.00} which were included in the amount, but since I used my points it was only XXXX points which covered the amount. When I clicked on it, it did not mention any other fees or that anything else would be charged. I thought that it was great until the day I arrived in XXXX. When I checked in XX/XX/XXXX, the lady told me I reserved XXXX bedroom and that I had to pay a cleaning fee and I was disputing the cleaning fee because I wasn't aware of it and it ended up being a {$360.00} charge because she said it was a XXXX bedroom with a view. I was arguing with her for a moment until she said that I booked with experian and I kept telling her that it was through my credit card company Capitol One. Then I opened up my confirmation XXXX for the first time and went straight to the bottom. The bottom shows due today and it was {$210.00} but rewards from Capitol One applied which were XXXX. I thought I was getting a deal and I was very excited and thought to myself that it was such a great deal, since I already spent over {$7000.00} in credit card charges. However I started to read the policies and fees for the first time and below the section that states Fees, saids " May include applicable taxes, service fee and that I would be asked to pay the following charges, then states that " We have included all charges provided to us by the property. '' So that statement that " We have included all charges provided to us by the property '' was misleading because to me that sounded like everything was included and that possibly experian was the one that didn't tell Capital One about the charges and I figured that Capital One would fix this mistake because on the bottom of my Booking info it already showed Taxes and Fees so I stopped arguing with the lady, had her run my Capitol One card and I figured when I returned they would fix it. The {$360.00} was a cleaning fee which the housekeeping did when I left, not during the stay, yet I was charged the day I arrived. So I was there for a week. I called XX/XX/XXXX and spoke to a guy for XXXX mins and explained to him what happened and he said I couldn't make a complaint because I was supposed to do it when I returned. I told him I had the flu the whole time and was still recovering from being sick. So he took my statement, however he was trying to blame XXXX XXXX, and I told him that it was Capitol Ones fault for not disclosing the fees up front. He told me to wait 2 days to get a response back. I waited and called back on XX/XX/XXXX and spoke to the supervisor for XXXX mins, she said that she could understand where it could sound misleading but the only offer she could give me was {$100.00} back in credit and I told her that that wasn't fair, also Capital One did not disclose on the site for booking any additional fees and she said that she was going to have that changed and I told her that isn't helping me because I was already charged and my points used when I could have went through another company. I was very upset because I feel like I was being misled and scammed by Capital One. They make you think you're getting a deal but you are actually not. I want my points back and for them to pay at least half of the cleaning fees for not disclosing any of this. So basically it wasnt free with points and I went back on the website and it looks like they made some changes and XXXX XXXX doesnt have any days available now. Also I am being charged more interest because of these additional charges.

Company response to consumer: Closed with non-monetary relief