Consumer complaint received 2025-03-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: AMERICAN EXPRESS COMPANY
State: NY

Complaint narrative:
I am an American Express Platinum cardholder who used American Express Travel to book a hotel room for XX/XX/XXXX through XX/XX/XXXX. The hotel advertised on the site showed photographs of outdoor space ( attached ). When I arrived at the hotel, I was told that the photographs shown on American Express Travel were not for the room booked. The XXXX hotel staff pointed out that the XXXX XXXX website had the photographs reversed for the room I booked and the next room class above and that the class of room with outdoor space was fully booked. I have an XXXX XXXXXXXX that requires that I be able to be outside quickly and randomly. I was in town for my XXXX birthday and as a result of this error on American Express Travel 's part, I had to incur great expense to change hotels same day that would meet my requirements. I had to book two rooms at another hotel in order to accommodate my guests which cost me an additional {$7000.00}. I disputed the charge of {$4900.00} for three nights at the XXXX with American Express as this loss to me was caused by false advertising by American Express travel. I have been credited only {$3200.00} and am being penalized because American Express Travel is unable to recover the first night 's charges from the XXXX XXXX. My claim is against American Express Travel for false advertising and now, American Express for not fully honoring my dispute. I seek the remaining {$1600.00} from American Express or American Express Travel. It doesn't matter to me how they sort this out internally but they can rest assured that they have lost a customer of 35 years over this matter. American Express has closed my dispute based on documentation from American Express Travel stating that they are not responsible for charges as photographs are illustrative only and that the customer is expected to rely only on the room description ( attached ). There are no room descriptions but they pointed out that there are two headers under the pictures on two different rooms with one stating " balcony '' and one stating " terrace ''. This would require the consumer to do a thorough comparison of all room types as titled but to disregard the photographs shown for those room types with no presence of a disclaimer anywhere on the page to advise the consumer that the photographs may not be accurate depictions of the rooms? This is unconscionable. The first two photographs shown for the 2 bedroom XXXX XXXX are of a balcony XXXX and a terrace XXXX ( attached ). It is absurd for American Express XXXX to assume that the consumer will not think that this is indicative of the two bedroom suite being offered on their website considering they are the first two of nine descriptive pictures specifically listed for that room type and especially, and most importantly, in the absence of any indication that photos should be disregarded. I have reopened my dispute with American Express for the amount of {$1600.00} and expect full reimbursement.

Company response to consumer: Closed with explanation