Consumer complaint received 2026-01-07 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: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I booked and paid for a four-night stay at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX through XXXX  in XX/XX/year> using my credit card. 

On the day of check-in, we briefly entered the room, dropped off our luggage, unpacked, and hung our clothing. We had a dinner reservation shortly after check-in, so we left quickly and did not perform a full walk-through of the room at that time. 

When we returned to the room around XXXXXXXX XXXX., we discovered that the toilet had not been cleaned and contained XXXX and toilet paper. This indicated the room had not been properly serviced prior to being assigned to us. I immediately called the front desk to report the issue. I was told the hotel would move us to another room the following morning and asked us to prepare for the room transfer. 

The next morning, while getting ready, we pulled a towel from the bathroom cubby that should have been clean. The towel contained a large clump of hair and was visibly soiled. This further confirmed the room was not properly cleaned or inspected. 

Before leaving the hotel for the day, we spoke with a manager named XXXX. At the start of the conversation, he appeared unaware of the complaint and stated we were upset because a housekeeper had been bothering us. I clarified that was incorrect, explained the sanitation issues again, and showed him a photo of the visibly soiled towel. XXXX stated the situation would be fully resolved by the time we returned later that day. 

I also reminded XXXX that the front desk manager I spoke with the night before instructed us to leave our luggage by the closet and keep our clothing hanging so everything could be transferred to the new room. XXXX confirmed this plan and said it would be handled. 

When we returned later that afternoon, we had a very limited window to change for dinner reservations followed by a Broadway show. The new room appeared clean and our luggage had been moved ; however, none of the clothing that had been hanging in the previous room had been transferred. 

I immediately contacted the front desk to report that our hanging clothes were missing. I was told it would be handled within approximately five minutes. After waiting about ten minutes with no update, I called again and explained that we had time-sensitive dinner reservations. I was again told it was being handled.

After an additional delay ( approximately twenty more minutes ), I called a third time. Shortly thereafter, a staff member arrived carrying our clothes piled in his arms and placed them on the bed. The clothes were not transported on a garment rack or returned on hangers, despite prior assurances that hanging items would be moved properly. By this point we could not make our dinner reservation and we missed it. We did not eat until after our Broadway show, around XXXXXXXX XXXX 

When it became clear we would miss our reservation, I attempted to call XXXX, but the call went straight to voicemail. 

Later, I requested the General Managers contact information. The hotel refused to provide it and instead stated that an area manager would contact me the next morning and that I could email details of the incident. I sent an email describing the situation.

The following morning, the area manager called and stated that a lock audit showed no one entered the room after we checked in, and accused me of changing my story. I explained that the unsanitary conditions could have existed prior to our arrival and were discovered later due to our late return after dinner. I again requested the General Managers contact information and requested that the hotels position and investigation findings be provided in writing. Both requests were refused. 

I also opened a complaint with XXXX, the booking intermediary, and was advised they would address the issue with the hotel. XXXX failed to provide any follow-up, response, or resolution. 

At checkout, the only adjustment made was waiving resort fees. No reimbursement was offered for the unsanitary room conditions, the mishandling of our belongings during the room move, the missed reservation, or the significant disruption and stress caused during the trip.

I am disputing this charge and requesting reimbursement for two of the four nights paid as a reasonable and proportionate remedy given the unsanitary conditions, service failures during the room transfer, and the refusal to provide written documentation or meaningful resolution.

Company response to consumer: Closed with explanation