Consumer complaint received 2026-04-27 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: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, I booked a 3-night prepaid hotel stay at XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) through Chase XXXX at XXXX , Trip ID XXXX, stay confirmation XXXX. Total cost was {$2100.00} ( XXXX Chase XXXX Rewards points plus {$580.00} charged to my Chase Sapphire Reserve credit card ending XXXX ). At the time of booking, the Chase XXXX booking flow displayed an explicit eligibility badge on this property reading : Eligible for {$250.00} select hotel credit & hotel loyalty program. This representation was a primary reason I selected this property. I have a screenshot of the Chase XXXX XXXX showing this badge, captured XX/XX/year> ( file metadata confirms the date ). The booking met every stated criterion for the Chase Sapphire Reserve {$250.00} select hotel credit benefit : - Booked through Chase XXXX ( XXXX, Chase XXXX XXXX ID issued ) - Prepaid - 3 nights ( exceeds the 2-night minimum ) - Paid with the Chase Sapphire Reserve - Within the XX/XX/XXXX to XX/XX/year> benefit year This booking was a rebooking of an earlier reservation made XX/XX/year>, which had correctly received the {$250.00} select hotel credit. When I rebooked to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX, the original credit was reversed. A replacement credit for the rebooked qualifying stay was never applied. Timeline of communications with Chase : - XX/XX/year> : I contacted Chase asking why the {$250.00} credit had not re-applied. I was told to wait up to 8 weeks for the credit to post. - XX/XX/year> : After 8 weeks, the credit still had not posted. I escalated again with full documentation. - XX/XX/year> : The response ( from XXXX, Senior Service Specialist ) denied my request, stating the purchase was not done through Chase XXXX. This is factually incorrect. The booking was made on XXXX, was assigned a Chase XXXX XXXX ID, redeemed Chase XXXX Rewards points, and is documented on the Chase XXXX XXXX details page bearing the JP Morgan Chase footer. - XX/XX/year> : I responded with two pieces of documentary evidence : ( 1 ) the full Chase XXXX trip details page proving the booking was made through Chase XXXX, and ( 2 ) the screenshot of the Chase XXXX booking flow showing the eligibility badge. - XX/XX/year> : I received a follow-up response ( from XXXX XXXX. ) that did not address either piece of evidence. It stated Chase had exhausted every possibility and that further escalation would not change the outcome. Issues : 1. Chase has not honored a benefit that Chase XXXX itself, on its own platform, explicitly displayed as applicable to this booking. No response from Chase has addressed why the eligibility badge displayed by Chase XXXX at the moment of booking is not dispositive. 2. The first denial was based on a factually false claim that the booking was not made through Chase XXXX. The second response did not correct or even acknowledge that error. XXXX. All published eligibility criteria for the {$250.00} select hotel credit are met.

Company response to consumer: Closed with monetary relief