Consumer complaint received 2025-12-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
This is the letter I sent Capital One Travel. I have called three times and each time they inform me that there is nothing to be done.

Dear Capital One Travel Customer Support, I am writing to submit this correspondence as a formal consumer complaint and to request a full refund of XXXX miles associated with my reservation at the XXXX XXXX in XXXX XXXX, booking confirmation number XXXX. 
On XX/XX/year>, I arrived at the XXXX XXXX. As a woman who travels alone, personal safety is a material and non-negotiable factor in my lodging decisions. Upon arrival, I parked directly in front of the property and immediately observed that both the hotel and the surrounding area appeared unsafe and materially inconsistent with the representations made on Capital One Travels website. 
From my vehicle, I had a clear view of the lobby, which appeared unclean, severely run down, and poorly maintained. Based on these observations, I did not feel safe exiting my car or entering the property. The condition of the hotel bore little resemblance to the photos and descriptions provided at the time of booking, and a reasonable consumer would not have reserved this property had the listing accurately reflected its true condition. 
Immediately thereafter, I attempted to cancel the reservation through Capital One Travels online system, but was unable to do so. I then contacted Capital One Travel customer service at approximately XXXX XXXX on XX/XX/year>, to report the issue and seek assistance. Despite these timely and good-faith efforts, I was unable to obtain a cancellation or refund through the platform. 
I also contacted the hotel directly and was informed that no refund would be issued. Because remaining at the property was not a safe or reasonable option, I was forced to secure alternative accommodations at my own expense that same evening. I booked and stayed at the XXXX XXXX, a four-star hotel, which was {$35.00} less expensive than the XXXX XXXX demonstrating the extent to which the XXXX XXXX was misrepresented in both quality and value. 
The listing relied upon during booking constitutes a material representation. The substantial discrepancy between the advertised condition of the property and its actual condition constitutes misleading and deceptive advertising, and the inability to cancel under these circumstances deprived me of a reasonable consumer remedy. 
I use Capital One Travel because I rely on the platform to provide accurate, vetted, and trustworthy representations of lodging, particularly with respect to safety, cleanliness, and habitability. In this instance, that reliance was reasonable ; however, the listing failed to meet basic consumer protection standards. 
Because the property was materially misrepresented, I did not stay at the hotel due to legitimate safety concerns and made timely efforts to cancel and notify customer service. Accordingly, I formally request a full refund of the XXXX miles used for this booking. 
Please consider this letter a request for resolution under applicable consumer protection and deceptive trade practice standards. I look forward to your prompt review and a fair and equitable resolution of this matter. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief