Consumer complaint received 2025-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
Subject : Formal Complaint and Rebuttal Denied Lowest Hotel Rates Guarantee Claim To Whom It May Concern, I am writing to formally dispute the denial of my claim under the American Express Travel Lowest Hotel Rates Guarantee program. I also wish to register a complaint regarding the misleading interpretation of your programs terms and the inadequacies of your online claim submission platform, which initially prevented me from filing my claim in a timely manner. 

Background On XX/XX/year>2025, I booked a qualifying hotel reservation via XXXX using my eligible American Express card. Before my stay and prior to check-in, I identified the same hotel, room type, number of guests, and dates available on XXXX at a lower price. 

I submitted a claim within the required timeframe, including full documentation and screenshots. However, the claim was denied on the grounds that the lower rate was a " Silver Member Price '' and therefore not publicly available.

My Rebuttal to Denial The basis for your denial does not comply with the actual wording of your program 's terms, which state : The Lowest Hotel Rates Guarantee policy applies only to online rates available to the general public and excludes rates that are not available to the XXXX XXXX XXXX Silver Member rates do not constitute private, exclusive, or otherwise restricted offers. The only requirement to view or book these rates is logging into a XX/XX/XXXX accounta requirement that is functionally identical to logging into any online booking account, including Amex Travel itself.

Furthermore : The Silver Member status is automatically granted to any user who books a single hotel on XXXX, and there is no cost, no pre-qualification, and no private vetting process. 
This level of access is no more exclusive than the process required to use XXXX itself, which also requires login credentials and a valid American Express card to book. 

The terms and conditions do not prohibit rates that require login, nor do they clearly define membership in such a way as to exclude any user-generated account. 
In short, the rate in question was publicly accessible and did not fall into any of the explicitly excluded categories listed in your terms ( such as corporate, government, AAA, opaque sites, or bundled rates ). 

Systemic Failures and Process Concerns Additionally, I experienced multiple technical issues with their claim submission interface, which repeatedly generated error messages and delayed my ability to file. This created unnecessary stress and raised concerns about the transparency and fairness of the claims process itself requiring me to call in several times and waste countless hours with Customer Service Agents who gave conflicting information and basically denied to policy/guarantee to begin with. 

Requested Resolution In light of the above, I respectfully request that American Express : Honor the Lowest Rate Guarantee and refund me the full difference between the Amex Travel rate and the XXXX rate ; Provide a formal acknowledgment that the denial was based on an incorrect application of the published terms ; Audit the Lowest Rate Guarantee process to ensure consumers are not misled by vague definitions of membership or access ; Provide a more robust, user-friendly claims system that does not hinder submission through technical errors and/or incompetent customer service reps that are rude and ill-informed. 

Affirmative Argument Summary The XXXX rate was available to the general public ( account creation is not a restrictive barrier ) ; The terms do not exclude rates requiring login, only those requiring private or exclusive access ; The rate did not fall under any explicitly listed exclusions ( corporate, opaque, bundled, loyalty, etc. ) ; Denial based solely on Silver Member status is arbitrary and unsupported by the written terms ; A token goodwill credit of {$20.00} is insufficient and does not resolve the substantive issue. 
Thank you for your attention to this matter. I expect a full review and a corrected decision within a reasonable timeframe. If no resolution is offered, I will consider escalating this issue through the Office of the Attorney General in addition to the Consumer Financial Protection Bureau ( CFPB ) and other appropriate regulatory channels. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief