Consumer complaint received 2025-06-25 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: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Transaction date Card number Merchant Outcome Disputed Amount XX/XX/2025 ( XXXX XXXXXXXX ) XXXX XXXX {$600.00} XX/XX/2025 ( XXXX XXXXXXXX ) XXXX XXXX {$82.00} Statement of Facts : The original reservation was for two nights XX/XX/2025 to XX/XX/2025. On XX/XX/2025 I asked the Host to extend the reservation to XX/XX/2025. This request was accepted and processed on XX/XX/2025. 
The reservation was made on XXXX but was advertised by their partner company XXXX. The details of the reservation are below : Receipt XXXX itinerary : XXXX Purchase date : XX/XX/2025 Spacious 2BR/ 1Bathroom Apartment XXXX  reservation ID : XXXX Booking details XXXX XXXX XXXX Spacious 2BR/ 1Bathroom Apartment XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Check-in : XX/XX/2025 Check-out : XX/XX/2025 XXXX room x 5 nights On the day of check-in, I asked the Host if I could arrive earlier, this was accepted, the exact location provided and the wifi qr code.

Upon arrival, there was no running water at the property. The Host stated there had been an issue that just occurred and would be getting fixed promptly. The water returned to service after XXXX the same night. There were limited facilities at the property in terms of a functional kitchen, missing utensils and only one pot.

The location of the property was not anywhere near the advertised location. In fact, XXXX maps shows its a 10 minute drive. This is completely unacceptable and not within reasonable tolerance of 50m. Moreover, it seems the Host may have used the alternative location to mislead Guests into thinking they would be near major conveniences such as the grocery store and main road for travelling. The listing displays many inaccurate items of information. For example, all the journey times to points of interest are inaccurate and miscalculated by at least 10 minutes. There is a photo of a games room, but in reality it is a bookshelf. The listing does not display a cancellation policy. The listing does not have any reviews on XXXX. This demonstrates the lack of demand for this property. There did appear to be 1-2 reviews on another platform, but they also critiqued the location and its poor proximity to essential places for tourists.

I discussed checking-out early with the Host and was assured it would be acceptable and a refund expected. After a couple of days of no communication, I followed up and discovered the Host had still not checked me out and refused my request for a refund due their non-advertised cancellation policy. I was informed my cancellation policy is Relaxed meaning that up to 14 days prior to check-in you can get 100 % refund whereas less than 7 days prior to check-in 0 % refund.

This leaves a Guest like myself completely blindsided, unprotected and mislead by a Host who can essentially abuse the system, committing fraud. With that rationale, the Host could have sent me to an empty lot with a caravan and I would not be entitled to a refund. This type of conduct and deception should not be tolerated and Hosts listings need to be verified and regulated.

============== It seems clear that the accommodation Host has deliberately mislead prospective guests which constitutes fraud. The merchant ( XXXX  ) and the credit card company ( Chase ) have been made aware of this matter and have provided with the physical evidence.

Company response to consumer: Closed with monetary relief