Consumer complaint received 2024-03-15 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: OR

Complaint narrative:
We had reservations to stay at the XXXX XXXX in XXXX XXXX. They advertised the room as light and airy, clean and the grounds quiet. When we got to the hotel we asked to see the room first, our room was dark, dirty and we were right on the road- it was so loud we wouldn't be able to sleep and the floor vibrated loudly. The pool was green and the other pool wasn't working. We immediately told the front desk we couldn't stay there- we left and never stayed at the hotel at all. The front desk confirmed we didn't stay there. The continued to charge our card even though we didn't stay there even ONE NIGHT. I corresponded with AIRbNB, to the XXXX XXXX, the owner of the hotel as well as disputed with our American Express card. Amex disputed the charge and told me that if the owner responded to me I should let them know. The owner never responded to me, and XXXX never followed through with their contact with the host. I was told by Amex the charge was disputed and we were refunded the amount. A week ago I was looking at my account- and I looked under disputes and it showed that they did not refund the charge. I immediately called and the woman asked for proof which I said I have. I asked to speak to a supervisor and was never connected to anyone. I have extensive proof of my correspondence with the host, XXXX, the owner of the hotel and Amex. We didn't stay at this hotel- and the hotel falsely advertised. We are protected by Consumer laws in situation like these where the hotel has false advertised and we didn't stay there. They can not just steal our money. We are also protected by XXXX. 

COMMUNICATION WITH XXXX XX/XX/2022 Hi we need to get a message to our your XXXX we could not stay in your hotel it was not at all like the pictures with our what was advertised. Our room was right next to an extremely loud XXXX XXXX that not only we could not only hear but we could feel on the floor there was no way we were going to be able to sleep there. One of the pools was not working and in general the place did not look clean or well-kept. So we didnt stay there at all and we need a total refund for our reservation. The staff working were very kind of they did tell me that I needed to get in touch with a XXXX so I want to have a XXXX contact me Ive already contacted XXXX & XXXX. Thank you for resolving this completely I appreciate it. We originally booked through XXXX. I called and they confirmed that our room had a patio but upon calling again they said it didnt and so I requested an upgrade over the phone for the room that has the patio. So its unclear to me whether the reservation was actually made through XXXX or over the phone. Either way it needs to be resolved thank you XXXX XXXX XXXX XXXX XXXX, first of all thank you for your message and feedback. We are sorry for the inconvenice and will do our best to help you in this matter. I can forward you the email address of the XXXX  XXXX of the hotel and you can send him your request of the refund and exlplain the situation to him. His email address is : XXXX. Feel free to reach out to him. We wish you all the best. Take care and talk soon. XXXX XXXX! 

CORROSPONDENCE WITH OWNER XXXX XXXX XXXX Sat, XX/XX/2022, XXXX to eduardo.aviles Hi, We booked our reservation originally through Airbnb after looking at the pictures on your website and we thought it would be a nice place to stay for our 10 year anniversary. 
The pictures on your website show the place as a quiet spacious environment with great clean rooms. But when we arrived they put us in a room right next to XXXX XXXX and XXXX XXXX was so loud that we could actually feel the vibrations of the trucks on the floor in the room. The place was not anything like the pictures as well as one of the pools was not working. 
We asked about moving to a different room and they said there was a much larger room that was a lot more money. It was a very dark space with hardly any light. 
We came to XXXX XXXX to have quiet and to be in a clean hotel with everything working. Not to stay in an extremely loud environment where we couldnt sleep that wasnt well kept. 
So immediately after being shown the room we said we we couldnt stay. I had asked the front desk to relay the situation to you as well as I emailed the front desk I havent heard from you so I am again relaying this information via email. 
We need a refund for the amount paid so far. My credit card company is waiting to see if you will just process the refund or they will go through the process of disputing the amount. 
I appreciate you resolving this. 
Thank you XXXX XXXX Accommodations are not habitable at check-in, including but not limited to any of the following reasons : Not reasonably clean and sanitary. 
Contain safety or health hazards. 
Accommodations are significantly different than advertised, including but not limited to any of the following reasons : Inaccurate space type ( e.g. entire place, private room, or shared room ). 
Inaccurate type or number of rooms ( e.g. bedrooms, bathrooms, and kitchens ). 
Inaccurate location of the accommodations. 
The Listing fails to disclose that the Host, another person, or a pet will be present during the stay. 
Special amenities or feature advertised in the Listing is not present or does not function ( e.g. pool, hot tub, major appliance, heating, and air conditioning systems ). 



Account Ending In XXXX Reference Number : XXXX Merchant Name : XXXX  Transaction Amount : {$500.00} Transaction Date : XX/XX/2022 Dear XXXX XXXX XXXX We're writing to let you know that we've received your inquiry about the charge ( XXXX ) from XXXX  on your account ending in XXXX. 

While we investigate this for you, you won't be responsible for the {$500.00} under review. If necessary, we'll adjust any interest charges or American Express fees associated with the disputed amount. 

We'll try to resolve the matter in less than a month. However, complex cases may require additional time. During this time, we'll review the details of your inquiry ( and may contact the merchant, if necessary ). You will hear from us if we have an update or once this investigation has been resolved. You can check the status of your inquiry by calling us on the number printed on the back of your card. 

Hi XXXX, The credit card company or bank you used to pay for reservation XXXX and has contacted XXXX to let us know that a payment dispute was filed. These disputes are often called " chargebacks. '' Your payment is being held by your bank because of this disputewhich can take up to 90 days to resolve. For this reason, if you had a reservation, weve canceled your reservation while your bank works with us. Weve also let your host know about the cancellation.

Company response to consumer: Closed with monetary relief