Consumer complaint received 2026-06-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
XX/XX/year> Made reservation through Citi XXXX for a hotel reservation at XXXX XXXX XXXX XXXX for USD {$2300.00}. The reservation was for a Standard Twin room from XX/XX/year> to XX/XX/year>. Booking ID is XXXX. On the Citi XXXX website, the Standard Twin room is described with room size = 30 squared meter or 323 squared feet with 2 single beds. XX/XX/year> I emailed XXXX XXXX XXXX XXXX directly to double check the reservation. The hotel responded by stating that the reservation is for 1 Standard Single Room with room size = 20 squared meter. The room normally comes with 1 single bed but they added an extra bed. XX/XX/year> After receiving the hotel response which shows a completely different room than the one I had paid for through Citi XXXX, I contacted Citi XXXX. They responded by saying that they contacted their booking partner and their partner showed the wrong room type. Citi XXXX offered me 2 options 1 ) Cancel and rebook or 2 ) negotiate with hotel and pay extra for the Standard Twin room that I booked. XX/XX/year> The 2 options offered by Citi XXXX were not acceptable because we were 2 adults. Two adults staying in a single room for 7 nights would already be very tight and they added an extra bed to the room. I responded that I would like my reserved room type to be honored. Citi XXXX responded that they would offer me XXXX Thank You points as courtesy if I kept the reservation but they are not able to do anything to fix the room situation. XX/XX/year> In the meantime because my travel departure was 9 days away, I made a 2nd hotel reservation with another hotel ( XXXX XXXX XXXX ) in the same area as XXXX XXXX XXXX XXXX. Both hotels are directly connected to the XXXX XXXX XXXX which was why I chose XXXX XXXX XXXX XXXX to begin with. The reservation is for the same dates and same Standard Twin Room type. However, because the reservation was made so close to the stay, the cost was USD {$4500.00} which is {$2200.00} more than our Citi XXXX reservation. XX/XX/year> I also tried to work with XXXX XXXX XXXX XXXX directly by showing them a copy of my Citi XXXX reservation. The hotel responded that the room type booked differs from the room type stated on my confirmation. The Standard Twin Room was also fully booked for my travel dates so they could not adjust my reservation. XX/XX/year> Citi XXXX responded again and also confirming that the hotel does not have any availability for my travel dates. This time they offered me XXXX Thank You points if I kept my reservation. XX/XX/year> Citi XXXX responded and offered XXXX Thank You points but no mention of helping me find another hotel or to compensate for the extra {$2200.00} that I had to pay. I escalated a complaint with Citi XXXX and was assigned a complaint case XXXX. XX/XX/year> I was contacted by XXXX from Citi XXXX XXXXustomer Satisfaction & Incidents Team. However, his offer to address the situation was the same as all of the previous responses from Citi XXXX. I was given 2 offers 1 ) Accept the single room and they would give me XXXX Thank You points or 2 ) cancel the reservation with full refund. Keep in mind that my reservation was refundable until XX/XX/year> so they always had to provide a full refund with cancellation anyway. XX/XX/year> Since I was not getting anywhere with Citi XXXX, I told them to cancel my reservation. After that, they sent me a response stating that they would cancel my reservation and provide 1 night stay in the form of Thank You points which would be XXXX Thank You points. XX/XX/year> I received a confirmation email from Citi XXXX that my reservation has been cancelled with full refund, and they would credit me with XXXX Thank You points. The refund took place but the Thank You points never materialized.

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 monetary relief