Consumer complaint received 2025-07-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Paypal Holdings, Inc
State: VA

Complaint narrative:
I am filing this complaint because I am absolutely devastated and disgusted by the way I was treated by XXXX and PayPal, both of whom have failed me when I was most vulnerable. I booked an XXXX in XXXX from XX/XX/year>, for {$3200.00} using PayPal. The reservation was non-refundable, and I was excited and fully prepared for my trip. 

Upon arrival, the host XXXX immediately began acting suspicious and hostile. She began interrogating me about who would be staying with me and asking deeply personal, invasive questions that made me feel extremely uncomfortable and unsafe. She then refused to allow me entry and, without my consent, took a photo of me at the property, which is not only inappropriate but potentially a violation of privacy. I contacted XXXX immediately and explained the situation. I told them I was afraid, I didnt feel safe, and that this host was profiling me, treating me unfairly, and clearly lying. 

XXXX did nothing. 

They failed to act, they failed to investigate the harassment, and they failed to honor their own guest protection policies including safety, fraud, and booking protections. Not only was I not refunded, but I was also left stranded in another city with nowhere to stay. I had to scramble to book a second XXXX for the same dates, spending an additional {$1600.00} just to have somewhere to sleep. In total, I spent over {$4900.00} for accommodations that were supposed to cost less than half that. This situation caused extreme financial distress, not to mention anxiety, panic, and emotional trauma from being left out in an unfamiliar place without support. 

I then filed a dispute with PayPal, explaining that the service was never provided, that I never even stayed in the property, and that I was forced to make an emergency alternative booking. At first, PayPal assured me that I would be credited. But then they closed the case without warning and without helping me, despite all the documentation I provided receipts, screenshots, and XXXX correspondence. 

This has been a complete nightmare. I have done everything the right way, followed the policies, reached out to the right people and still, no one has helped me. No one has refunded me. No one has taken action against the host who lied, harassed me, and misused XXXX platform. XXXX allowed this host to continue operating without penalty and left me to absorb all the damages financially, emotionally, and mentally. 

Let me be clear : I never stayed at this property. I never received the service I paid for. I paid twice for the same trip, out of pocket, because of the gross negligence and mishandling by both XXXX and PayPal. I am demanding a full refund of the {$3200.00} paid through PayPal for the reservation that was never fulfilled as well as an explanation for why neither company has provided any customer protection, support, or accountability. 

This complaint is about more than just money its about being treated fairly, having my voice heard, and being protected by companies who promise safety and security, but fail to deliver when it matters most. I will not stop until this is addressed. This has left me financially strained, emotionally exhausted, and honestly traumatized by the experience.

Company response to consumer: Closed with explanation