Consumer complaint received 2026-06-09 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: TX

Complaint narrative:
I am filing this complaint about Capital Ones handling of my credit card dispute for a hotel booking charged by XXXX XXXX XXXX in the amount of {$140.00}. Capital One case number : XXXX. Agoda booking ID : XXXX. This dispute was not a voluntary cancellation, no-show, or change of mind. I arrived at the hotel and checked in, but the hotel was not provided as advertised or agreed. We booked the hotel mainly because the XXXX listing advertised a swimming pool. After arrival, the pool/facility was unavailable due to maintenance/renovation, which was not disclosed before booking. There was also early construction noise around XXXX XXXX, and the room had unacceptable conditions, including moisture/mold smell, chipped/peeling paint and wall damage, non-working TV, poor privacy due to short curtains allowing people outside to see into the room, and a balcony/view facing trash/garbage. I contacted XXXXhotel the same day and provided evidence. A room upgrade was offered, but that did not resolve the main problems : the advertised pool was unavailable, construction was ongoing, and the property/room conditions were not acceptable. We left and booked another hotel, and we did not use the remaining night. XXXX/hotel relied on the cancellation policy, but that policy should not defeat this dispute because I was not a no-show and I did not voluntarily cancel for personal reasons. The cancellation policy screenshot says the booking was non-refundable and that failure to arrive/no-show would incur a 100 % charge. I did arrive. The issue is that the service was materially not as described and defective. The policy did not disclose that the pool was unavailable, construction was ongoing, the TV did not work, or the room had these defects. Capital One denied/closed my dispute after accepting the merchant response. I believe Capital One handled the dispute incorrectly by treating it as a cancellation-policy issue instead of evaluating it as a goods/services not as described or defective dispute under Mastercard chargeback rules. I submitted evidence, including the XXXX listing showing the pool, photos/videos of the pool condition, room damage, privacy issue, construction/pool video, XXXX communications, proof of replacement hotel, and proof that XXXX only offered/processed a small partial refund. Capital One later told me I needed to challenge the cancellation policy or Mastercard would not honor the chargeback. I have now provided the cancellation policy and explained why it does not apply : I arrived and attempted to use the service, but the hotel failed to provide the advertised service and the defects were not disclosed at the time of sale. I am requesting that Capital One reopen and properly review the dispute as goods/services not as described or defective, not as a voluntary cancellation/no-show. I am requesting a full refund of {$140.00}, or at minimum a refund for the unused/affected portion of the stay. I also request a written explanation of how Capital One evaluated the evidence and why the cancellation policy was allowed to override the undisclosed service defects.

Company response to consumer: Closed with explanation