Consumer complaint received 2025-10-16 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: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
I submitted this letter with multiple booking confirmations, a confirmation receipt showing I did pay when I said, the conversations I had with The XXXX XXXX in XXXX, XXXX, my pages of my credit card statements showing the double charges, etc, There is no way Capital One read my letter and reviewed all the documentation ( over XXXX sheets ). They denied my claim without truly reviewing my information. 

Note : XXXX XXXX is XXXX hours ahead of XXXX  See pages XXXX - XXXX : On XX/XX/year> I reserved a stay at the time and place listed above. The cost was XXXX XXXX XXXX XXXX XXXX ). The cancellation policy was XXXX hours before arrival and payment due at check out ( See XXXX ). The only additional charges would be city tax of XXXX XXXX per person, per day ( See XXXX ). You will notice I booked the room for only XXXX person, when in fact there were XXXX of us. I will expand on that later. 

On XX/XX/year>, my friend called, who had also booked a room for he and his wife asked me if I paid for my room. I told him no based on the policy shown on Pages XXXX. He said it was actually a non-refundable booking. 

See pages XXXX : On XX/XX/year> at about XXXX because of time difference, I called the hotel. I asked if I needed to pay before check-in. I was told Yes and I would be receiving a link to pay. They also said it is non-refundable ( XXXX XXXX ). I received a link about and hour later. I immediately paid XXXX XXXX for the booking ( See XXXX and XXXX ). Note : The exchange rate at the time was XXXX. In XXXX Dollars, the total was XXXX. During my conversation with them, I informed them that I made an error on my booking. I let them know there will be XXXX guests, not XXXX. They said they would add the additional guest and I will need to pay XXXX XXXX per day at time of check -in ( See XXXX ). 

See pages XXXX : On XX/XX/year> I received my booking confirmation receipt and policy showing 'Reservation is fully paid and non-refundable ( See XXXX ). I noticed it still showed only XXXX guest. I called The XXXX XXXX XXXXo ask why that was not changed. They again told me I would pay XXXX XXXX per day for the additional guest when I checked in. 

XXXX Pages XXXX : On XX/XX/year> I received a confirmation that XXXX guests are included in the booking ( See XXXX ). 
On XX/XX/year>, during check-in, I was told I needed to pay for the second guest at check-out not at check in. 

See page XXXX : A couple days after check -in, I was asked to pay for the additional person. They said XXXX days at XXXX XXXX per day equals XXXX XXXX but they reduced it to XXXX XXXX The total cost in XXXX Dollars was {$110.00} ( See XXXX ). At that time the exchange rate was XXXX XXXX 


See pages XXXX : On XX/XX/year> we checked out. Upon checking out I was asked to pay XXXX XXXX per day per person. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I also owed for a water and bag of potato chips consumed from our rood refrigerator at XXXX XXXXs each. Total cost was XXXX XXXX. With XXXX XXXX rate of XXXX XXXX, I was charged {$95.00} ( See XXXX ). After I paid the XXXXXXXX XXXX I was also told I owed XXXX XXXX  for our hotel stay. I told them I paid it on XXXX and it posted to my credit card on XXXX. I was told their computer says I did not pay, so I logged into my credit card account on my phone and showed him the amount I paid to The XXXX XXXX. He asked me to screen shot it and send to bookkeeping. I did, so I thought that would settle the issue ( XXXX XXXX ). We left and made our way to the airport. On the way there or while I was at the airport, I received a notice from Capital One saying a charge of {$1600.00} was applied to my account ( See XXXX ). The exchange rate at that time was XXXX XXXX  After I got home I called the hotel. They said they would let the booking department know. NOTHING. Called again. Could not get it resolved. I think they have XXXX systems, or XXXX screens they can pull up on their computer. XXXX is for booking and pay when you check out which is the confirmation I initially received ( See page XXXX ), and another system or screen that is for Non-refundable bookings ( See pages XXXX and XXXX ). The person at the front desk was obviously looking at the 'booking and pay when you check out ' screen. I did not pay under those conditions. I paid under the non-refundable condition and per the email sent to me ( See page XXXX ) explaining to me the initial booking confirmation ( See pages XXXX ) is incorrect.

Company response to consumer: Closed with monetary relief