Consumer complaint received 2025-12-04 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: CA

Complaint narrative:
I am filing this complaint regarding Capital One XXXX  mishandling of my hotel reservation, its misrepresentation of booking confirmation information, and Capital Ones refusal to provide a cash refund despite clear evidence of error and coercive circumstances. 

On XX/XX/year>, I booked a three-night stay (XX/XX/XXXX) at XXXX XXXX XXXX  XXXX XXXX XXXX Capital One XXXX XXXX The reservation was for a Two Queen Room. My Capital One credit card was charged {$310.00} in full, with an additional {$180.00} listed as due at check-in. 

On XX/XX/year>, Capital One XXXX confirmed the booking and provided a hotel confirmation number : XXXX, representing that my reservation at XXXX XXXX was secured. 

On the morning of XX/XX/XXXX, XXXX day before check-inI received an email from Capital One XXXX stating that due to an error, my reservation had been unilaterally changed to XXXX XXXX XXXX Capital One XXXX claimed that XXXX  XXXX no longer had availability due to the XXXX XXXX. This statement was false : the XXXX XXXX XXXX XXXX XXXX XXXX had already concluded on XX/XX/year>, making their explanation misleading and deceptive. 

Immediately that morning, I contacted XXXX  XXXX directly. Their reservations agent confirmed that Two Queen Rooms were still available for my dates and quoted me a three-night rate of approximately {$980.00}. At the same time, Capital One XXXX own website also displayed availability for XXXX  XXXX. At approximately XXXX XXXX, I called Capital One XXXX, clearly and explicitly rejecting any hotel change and requesting that they immediately honor and restore my original booking. I also sent this request in writing via email at XXXX. 

Throughout XX/XX/year> ( from approximately XXXX XXXX. to XXXX XXXX. ), I made four follow-up calls. Capital One XXXX repeatedly stated they were waiting on the hotel provider, could not guarantee restoring my original reservation, and offered no viable solutions despite the documented availability earlier that day. 

At approximately XXXX XXXX.on the eve of my early-morning flightthe Capital One XXXX agent informed me that only two final options were available : 1. cancel for a refund, or 2. accept a downgrade to XXXX XXXX. 

I rejected both options and requested either restoration of my original XXXX reservation or placement in a comparable hotel of similar quality and XXXX location. I was transferred to a supervisor who stated that no rooms were available near XXXX  XXXX. She offered a lower-tier XXXX property XXXX which I declined due to its inferior classification and location. I then specifically asked about XXXX XXXXXXXX XXXX, a nearby XXXX property. The supervisor located and quoted an available room, which I agreed to within minutes after I checked the room details and amenities. Shortly afterward, she stated that the room was no longer available. 

After hours of delay, with my flight departing the following morning, I was left with no meaningful alternatives and was forced to accept the only remaining option that I could reluctantly accept : XXXX XXXX, a lower-tier property located at the far south end of the XXXX. Acceptance of this substitute hotel occurred under extreme time pressure and lack of alternatives, and was not a voluntary or informed agreement. 

From XX/XX/XXXX, I stayed at XXXX XXXX, which caused disruption to my pre-planned itinerary and required additional transportation. I experienced significant stress and sleep disruption during a medically vulnerable recovery period. 

Subsequently, I contacted The XXXX directly. On XX/XX/year>, they confirmed in writing that confirmation number XXXX was never issued by them and did not exist in their system. On XX/XX/year>, XXXX confirmed that the same confirmation number originated from their property, where a reservation had been created on XX/XX/XXXX and canceled on XX/XX/XXXX. 

This demonstrates that Capital One XXXX provided an invalid and misleading hotel confirmation number while representing my reservation as confirmed at XXXX  XXXX. 

On XX/XX/year>, I called Capital One XXXX and formally requested escalation to a supervisor. Capital One XXXX has refused to refund the original {$310.00} charge, asserting that I agreed to the hotel change. They instead issued travel credits, which do not refund or reverse the original credit card charge and do not compensate for the disruption, inconvenience, or additional costs incurred. 

Financial Summary - Original charge to my Capital One credit card : {$310.00} - Capital One XXXX required me to pay a resort fee of approximately {$170.00} at XXXX XXXX at check-in as a result of their hotel downgrade - Travel credits issued by Capital One XXXX XXXX {$500.00} ( applied as partial compensation ) - Out-of-pocket costs and inconvenience : resulted from Capital One XXXX  mishandling and downgrade of hotel reservation

Company response to consumer: Closed with monetary relief