Consumer complaint received 2026-03-24 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: GOLDMAN SACHS BANK USA
State: CO

Complaint narrative:
Summary of Facts On XX/XX/XXXX, I booked a hotel reservation at the Sonnenalp in XXXX, XXXX through XXXX for XXXX adults and XXXX child ( age XXXX ). I selected this party size during the booking process. However, the confirmation email reflected only XXXX adults, omitting the child entirely. I contacted XXXX support immediately. Their agent confirmed that the room type could not accommodate XXXX adults and XXXX child and stated that correcting the occupancy would require changing to a different, more expensive room type. I also contacted the XXXX directly, and the hotel confirmed that XXXX had transmitted the reservation as XXXX adults only. Because the reservation could not accommodate my travel party as booked and XXXX would not correct their error at no additional cost, the service I paid for was unusable. I could not check in with my child under the reservation as transmitted by XXXX. Attached Exhibits The following XXXX exhibits are attached as image files : Exhibit What It Shows Exhibit A XXXX chat transcript in which their agent confirms the room can not accommodate XXXX adults and XXXX child, and states that correcting the occupancy would require a room change at potentially higher cost. This proves XXXX was aware the booking was incorrect and that their error created the problem. Exhibit B Message exchange with the XXXX hotel, in which the property confirms that the reservation received from XXXX listed only XXXX adults. The hotel also confirms the reserved room type can not accommodate my actual party of XXXX adults and XXXX child. This is independent third-party confirmation that XXXX transmitted incorrect guest information. Exhibit C My original written complaint filed with the Better Business Bureau on XX/XX/XXXX, documenting the booking error, my attempts to resolve it with XXXX, and my XXXX requested remedies : correct the occupancy at no added cost, move us to a comparable room at the same rate, or issue a refund. Exhibit D Expedias first BBB response ( XX/XX/XXXX ), in which they claim they found no booking discrepancy. This directly contradicts the real-time chat in Exhibit A where their own agent acknowledged the room could not accommodate my party. This exhibit also includes my written rejection of their response. Exhibit E XXXX follow-up XXXX response ( XX/XX/XXXX ), in which they now acknowledge the booking was originally created for XXXX adults and confirm they contacted the property to modify it. However, they then classify my non-arrival as a no-show and deny the refund on that basisignoring that the reservation was unusable due to their error. Why This Charge Should Be Reversed The service was not delivered as purchased. I paid {$590.00} for a hotel reservation for XXXX adults and XXXX child. XXXX transmitted the reservation to the hotel for only XXXX adults. The hotel confirmed the reserved room could not accommodate my actual party. The reservation was therefore unusable for its intended purpose. This was not a voluntary cancellation or no-show. I reported the booking error on XX/XX/XXXX, immediately after booking. XXXX agent told me that correcting the occupancy would require changing to a more expensive room, and the hotel confirmed the room could not accommodate my party as booked. XXXX did not resolve the issue or confirm that the reservation had been corrected until XXXX XXXX days after I reported the error and only XXXX days before the XX/XX/XXXX check-in date. By that point, with no prior confirmation that my family could be accommodated, I had already been forced to cancel the trip and make alternative arrangements. XXXX belated fix does not change the fact that their delayed response left me with no viable option but to cancel. XXXX no-show classification is misleading. XXXX claims I was marked as a no-show by the hotel. However, a no-show presumes the customer had a valid, usable reservation and chose not to arrive. That was not the case here. From XX/XX/XXXX through XX/XX/XXXX, the only information I had was that ( XXXX ) XXXX agent said the room could not accommodate my party and that correcting it would cost more, and ( XXXX ) the hotel confirmed XXXX had transmitted incorrect guest information. XXXX did not contact me directly to confirm the modification had been made. I learned of it only through their BBB response dated XX/XX/XXXX. A consumer can not reasonably be expected to rely on a reservation that the merchants own agent said was incorrect and that the hotel confirmed could not accommodate their party, with no direct communication that the issue had been resolved. XXXX responses are internally contradictory. In their XX/XX/XXXX response, they claimed no discrepancy existed. In their XX/XX/XXXX response, they acknowledged the booking was created for XXXX adults and that modification was needed. These contradictions undermine their credibility and demonstrate they have not dealt with this matter in good faith. Requested Resolution I respectfully request a full refund of {$590.00}. I paid for a service that could not be used due to the merchants error, I attempted to resolve the issue directly with the merchant before and after booking, and the merchant has failed to provide a remedy or consistent explanation. Please do not hesitate to contact me if any additional information is needed. Sincerely, XXXX XXXX Attachments : Exhibit A XXXX chat confirming occupancy mismatch and added cost Exhibit B Hotel confirms XXXX transmitted incorrect occupancy Exhibit C XXXX complaint documenting booking error Exhibit D XXXX XXXX response contradicting their own agent Exhibit E XXXX follow-up acknowledging error but denying refund Addendum : On XX/XX/XXXX I attempted a XXXX dispute. I was initially told by the Goldman Sachs representative that a dispute could not be opened. After mentioning that I would be filing a CFPB complaint, I was told my dispute would be repoened, I had to give the same details I'd given in the prior XXXX disputes. I told the representative that she could use the information previously given. If I had to give the details again, I'd give them in this complaint. I was told a dispute was submitted and had been opened however, I did not get emails confirming that and instead, received an email asking to call.

Company response to consumer: Closed with monetary relief