Consumer complaint received 2024-08-27 00:00:00
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: BARCLAYS BANK DELAWARE
State: NY

Complaint narrative:
On XX/XX/year>, utilizing my JetBlue by Barclays credit card, I made two separate transactions on the XXXX platform, to book two hotel rooms. Each transaction in the amount of XXXX USD The hotel is XXXX XXXX XXXX XXXX XXXX. 
The reservation was from XX/XX/year> to XX/XX/year>. 
Among the things advertised on the XXXX platform was a bedroom with Air Conditioner, refrigerator, among other amenities. Upon arriving to the hotel, the same night, I learned the refrigerators in both rooms were out of service as well as the air conditioners. There was water leaking from the roof ; and I had to put a container for it to not wet the entire room floor.. I contacted front desk and informed. I was advised the hotel was at fool capacity and was unable to provide me with a change of room. 
On XX/XX/year> I contacted XXXX via telephone and informed of the inconvenience. XXXX asked me to meet with hotel staff to seek further support. Through out the day, I kept experiencing lack of professionalism from staff. This includes the air conditioner technician, who went into my bedroom without knocking while my minor daughter did not have full clothing. Staff being rude and overall terrible experience. I followed XXXX advised and request for support. I met with a hotel manager representative, XXXX XXXX and proceeded to file a formal complain in writing with the hotel. However, this did not change anything. 
On XX/XX/year> I contacted XXXX again via telephone, and inquired if they could support with working with the hotel to provide us with a refund, so we could leave the hotel and go somewhere else. I was told, that it was not guaranteed. I was asked by XXXX to wait 24 hours for them to communicate with the hotel for possible resolution. On XX/XX/year>, i contacted XXXX again, and informed the hotel had made no attempt to resolve anything and that I was doing an in prompt check out, prior to the end of the stay, because I could no longer sustain the conditions of the stay. XXXX advised they were going to request a refund from the merchant and to wait 72 hours for a respond. After the 72 hours, I received an email from XXXX, reporting they were unable to provide me with a refund. 

On XX/XX/year> I proceeded to contact my credit card company, Barclays, via telephone to dispute both charges as a result of the false advertisement and terrible experience. On XX/XX/year> I contacted XXXX to follow up with the status of my disputes, and was advised the two disputes were closed, because the claim specialist was unable to contact Me. I explained my frustration, as I did not have any missed calls, voice mails, emails or letters suggesting they attempted to contact me. I was asked to write a letter requesting for the case to be reopen, so I proceeded to send the letter and documentation supporting my claim. 
On XXXX/XXXX I called Barclays again to follow up, they explained they received the letter and documents and was to be reviewed within two billing cycles. On XX/XX/year> I called Barclays again and was informed the case was closed, because the merchant had rendered the services and theres nothing they could do about it. Despite the amenities advertised not being provided, despite my formal complain at the hotel and with XXXX itself, despite the poor service and terrible experience. Barclays communicated there is nothing they could do to support me ; and asked me to continue to call the merchant to explore are if they are willing to do something to compensate. Clearly, XXXX has refused. 

Please note, this was a family trip to the XXXX XXXX. It was a group of XXXX of us who purchased different rooms at the same hotel utilizing XXXX platform. All other members of the group have been successfully refunded though their banks. Including a relative with the same credit card that I have through Barclays.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation