Consumer complaint received 2025-07-20 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: MI

Complaint narrative:
no one is disputing the fact that we were there. But yes, we did complain while we were at the hotel and afterwards and it's really irrelevant when we complained the problems exist. You've noticed that he has not denied that the issues did occur. His only defense is that we were there well, yes we were there but we didn't get what we paid for we paid for Wi-Fi that was included in our rate we paid for an edible breakfast that should've been included in our rate and we couldn't eat it. I feel like you can book a room and expect it to be clean when you pay for it XXXX, which owns the brand has a clean promise guarantee that this particular franchise is not upholding. I've never met anyone perfect I've never stayed at a hotel that was perfect. This gentleman access so it's impossible for his hotel to have made a mistake on the day that we were there. It's irrelevant the fact that we were there. The fact is we didn't get What we paid for that's what he needs to explain. There's no working the system. It's most ridiculous thing I've ever heard I'm a diamond member. That means I have to stay at least XXXX paid nights a year with that mini stays there is no working the system. I feel a lot of money into this company. I would like American Express to dispute this, not for the fact that I was there, but the fact that the goods and services were not what I paid for that's a different dispute and he is not proven anything different. There is no working the system. I'm a diamond member I spent XXXX  of thousands of dollars with XXXX every year feel free to share this letter with the director of operations. 

" Working this system '' I don't believe I've ever uttered those words in my entire life. Lol it sounds like something a gangster would say or some stockbroker doing something illegal having a problem with the cleanliness of your hotel is not working the system. I don't even know how to work the system how would you go about doing that just complaining is considered working the system. You mention that you're an award of winning hotel you know in a certain way I'm an award winning guest. I've been a diamond or the equivalent of a diamond member for more than a decade now. I'm not exactly just you're XXXX of the male scammer trying to work the system. I sound ridiculous saying that. Do you realize that it takes XXXX individual nights to maintain diamond status? At a minimum that is XXXX nights that I've stayed at your property in recent years and paid for. It's extremely rare for me to ever have any major issues. Normally, it's a very minor thing. I say something to the front desk problem is resolved, but I'm pretty sure you know for a fact that I did speak with your front desk because you have cameras now true you're the only XXXX with access to those cameras and I am certain that you're not going to share those with any of us because that would prove that I was up at your front desk not just a check in voicing my concerns and nothing was done. Let 's just take a minute and buy into your theory that I never said anything while I was there. Why would that change anything? It's not true because I did say something why I was there, but even if I hadn't, why would that change the fact that there were so many issues you know after I left since I got no Response while I was there I followed up. I have the email history. I'm assuming you do as well, even though you tried to play it off the last time. You know we were patient and even when your manager 's father-in-law XXXXXXXX XXXX we were patient and then you just ignored us and you ignored us and you ignore us after multiple emails and even since then when we've tried to reach out to you, we've just been ignored I mean, what choice did you leave us but to dispute this with the credit card Nobody is disputing the fact that we were at your property. That's what you keep standing on. Oh, he was here look yes we were there that doesn't take away that your room wasn't clean that the breakfast wasn't edible that the Wi-Fi didn't work properly and the list goes on. What does that have to do with any of that? Please explain yourself so just because I guess checks in it makes no difference if it's a good or a bad day they owe you the money no matter what is that what you're saying? That you don't care if the customer is happy is that what you're saying? I would love to get this in writing Cause believe me. I have not given up my fight to get this money back and it's not even about the money it's not that much money. It's the principle of it. Typical business taking advantage of the consumer. You just can't admit that something could've gone wrong in your perfect hotel So again nobody 's disputing the fact that we were there, but I want you to explain to me is why it's OK and why you feel no obligation to make it right after we've had all these issues. Do you just feel like you're so perfect and your hotel is so perfect that it's impossible for you to make a mistake? I just wan na get some of this in writing because if you really are that perfect I would really like to come and meet you and shake your hand. I've never met anyone perfect and I've definitely never been in a hotel that's perfect and I've been in some really nice hotels that come very close to perfect

Company response to consumer: Closed with explanation