Consumer complaint received 2025-10-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I made a reservation in XX/XX/year>, through Capital One XXXX, for a XXXX stay at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX ), to take my kids to XXXX. I received an email confirmation for this booking ( attached ) and I paid for the full booking up front ( which included use of my {$300.00} annual travel credit, plus {$420.00} cash, paid on my XX/XX/XXXXcredit card ). Upon arrival at the hotel to check in, around XXXX on XX/XX/year>, I was informed by the hotel staff that my reservation had been flagged as fraudulent and as such, was cancelled several days prior ( with no notification provided to me ). I immediately called Capital OneXX/XX/XXXX who told me they did not have record of the cancellation ( they seemed to initially have no clue what happened ) ; however, they did agree to refund what I paid, and they offered a {$200.00} future travel credit for my trouble. 

Unfortunately, the hotel I had booked and paid for, did not have any available rooms to accommodate me and my family, so we were forced to find another hotel on the spot ( and on a holiday weekend ) so that we could still keep our vacation on track and not lose out on additional time in the XXXX XXXX that day ( which we had very expensive tickets for ) to deal with this situation. 
We ended up having to stay at a comparable hotel down the streeXXXX ( XXXX XX/XX/XXXX), which had one room left ; however, the cost for the XXXX stay totaled {$1400.00}, which was almost double the cost of our original reservation I had booked and paid for through Capital One several months prior ( see receipt attached ). 

After returning home, I was still so upset about the significant added costs and trouble that I felt I needed to investigate further to try to find out what actually happened with our pre-paid reservation. After spending approximately 2 hours on the phone calling back and forth between Capital One, the hotel on-site, as well as the hotel 's third party partner (XX/XX/XXXX for the XX/XX/XXXX), I was able to discover that Capital One had submitted my reservation request with contact/payment information that did not match my own. Capital One would not verify any information that was sent on their end ; however, I did get a copy of the XXXX receipt from the third party partner, which showed incorrect information on my reservation, including a mailing address that is linked to a random property in Missouri- not tied to any Capital One bank, office, or administrative location ( see XXXX receipt attached - received directly from the XX/XX/XXXX ). Further, the person I spoke with from the XX/XX/XXXXteam informed me that their internal notes indicated that an email was sent back to the Capital One booking team member listed as the email contact to notify about the cancellation ; however, Capital One never forwarded any communication to me about a cancellation, nor did they attempt to fix the issue with the vendor. My only conclusion from this investigation is that someone at Capital One included incorrect information for my reservation, which resulted in the fraud alert and subsequent booking cancellation leaving me and my family ( including my XXXX young kids! ) stranded, confused, frustrated, and feeling totally helpless at the hotel front desk ( when I should have been walking over for a day at the happiest place on earth XXXX! ).

Company response to consumer: Closed with monetary relief