Consumer complaint received 2025-03-14 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: CAPITAL ONE FINANCIAL CORPORATION
State: WI

Complaint narrative:
I booked a hotel with Capital One XXXX on XX/XX/year>. Their platform advertises the lowest available rates but upon my arrival at the hotel, I discovered that my stay had been booked through XXXX XXXX, a third-party, which charged a total of {$1700.00} while I was charged a total of {$2100.00} - a discrepancy of {$460.00}. This discrepancy caused confusion at check-in and resulted in me overpaying significantly compared to the actual rate charged by the hotel. This overcharge came to my attention when the hotel showed me the itemized XXXX XXXXl receipt upon check in, XX/XX/year>. 

The next morning, XX/XX/XXXX, I contacted Capital One while at the hotel to resolve this issue, but the representative was unhelpful and claimed to have no record of the receipt from XXXX XXXX that I was shown by the hotel. Instead of addressing my concerns, I was offered a {$50.00} travel credit which I accepted as partial resolution. 

Additionally, the booking process through Capital One 's portal was unclear. Based on how the package was displayed, I believed I was booking an all-inclusive stay for XXXX nights. However, upon my arrival, I learned that my reservation only covered the room. Had I booked directly with the hotel, XXXX XXXX XXXX, their system clearly differentiates between room only and all-inclusive rates, and I would've been fully aware of what I was paying for. As a result, I had to spend more than expected on food and other amenities. While I'm aware that prices fluctuate, when I checked the prices directly on the hotel website ( that I could've used for booking instead of capital ones travel services ) I saw that the price for a XXXX night all-inclusive stay was nearly identical to what I paid for the room, only resulting in the aforementioned additional costs. 

When I got back from our trip, I typed up a detailed complaint and sent it to Capital One 's dispute center. After waiting weeks with no response, I called them and they told me that they had never received my complaint. I again briefly explained what happened and they opened a case and told me they would look into it. I was then told that my case was closed and they were ruling in favor of the merchant. I requested that they reopen my case and restated my reasons why. I asked them to refer to my phone call on XX/XX/XXXX as it is my understanding that their phone calls are recorded. In this phone call I specifically referenced the {$1700.00} amount while reviewing the XXXX XXXX receipt shown to me by the hotel. While I do not currently have the receipt, as the hotel retained it, this phone call should serve as evidence. In addition, because Capital One booked directly through XXXX XXXX themselves, they should be able to obtain a copy of said receipt. As far as I know, no effort has been made. 

After requesting that my case be reopened, it was again closed. I was told it was because I did not upload the proper documentation and that I should take it up with the merchant themselves. However, the merchant is Capital One XXXX, because that is who I booked the hotel through. 

After denying my claim twice, Capital One unexpectedly offered me an additional {$100.00} travel credit today, XX/XX/XXXX, even though they had just closed my case yesterday, XX/XX/XXXX. This suggests to me that they acknowledge I was overcharged but are unwilling to provide the full refund I am owed. While I appreciate the travel credit, it is not an appropriate resolution because it forces me to spend more money with Capital One instead of returning the funds I lost, and it does not address the misleading booking process and failure to honor their price match guarantee. The last-minute travel credit appears to be a Band-Aid solution to avoid taking responsibility. I am requesting a proper refund of the {$460.00} overcharge, not partial compensation in the form of future travel credits.

Company response to consumer: Closed with explanation