Consumer complaint received 2024-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA

Complaint narrative:
I booked 2 hotel reservations for XXXX from XX/XX/XXXX to XX/XX/XXXX via Capitol Ones XXXX portal ( Capitol One XXXX XXXX, which was through my Capitol One Venture X credit card. The name of the hotel was XXXX XXXX XXXX. When I arrived at the hotel on XX/XX/XXXX, the XXXX XXXX XXXX stated that they couldnt find my reservation. I showed them my confirmation email from Capitol One XXXX and they said the confirmation number did not exist in their system. The hotel front desk advised me to confirm my booking with Capitol One XXXX. I called Capitol One Card Services and they transferred me to the Capitol One XXXX department. The first representative tried to find my reservation and contacted the hotel. He came back after a long hold with a new confirmation number and asked me to give the number to the front desk. However, the front desk said the confirmation number does not exist. I told the first representative about what happened and he said he couldnt help, so he transferred me to his supervisor. The supervisor at Capitol One XXXX followed the same steps as the first representative, but the hotel still couldnt find the reservation. We then proceeded to try to book at over 20 different properties, but without success. The properties that we tried to book were either full or were too expensive for the supervisor to book. This back-and-forth process went on for about 3 hours. In the end, we were not able to book anything and I was left without a place to stay. The supervisor said she exhausted all of her options at that point and told me to try booking a hotel on my own. At this point, I wanted to get her name and details for my records. However, she was aggressive and declined to give me her full name or employee number. She told me her first name is XXXX and that is all that she can tell me. Furthermore, she would also not provide me with an email or anything in writing about our phone call. In the end, she claimed that everything that we talked about was noted on file. She also recommended that I not cancel and get a refund or the reservation will disappear from the Capitol One XXXX portal system, which will make getting a reimbursement difficult. 

I called Capitol One Card Services about getting a reimbursement, but they said I can only do it after the trip is over. After ending the call, I proceeded to make a booking on XXXX for a hotel called XXXX XXXX XXXX XXXX, which was about a 30-40 minute taxi ride from Hotel XXXX XXXX. I took a taxi from Hotel XXXX XXXX  to Hotel XXXX XXXX XXXX. Before leaving XXXX XXXX XXXX, the hotel manager greeted me and told me that previous customers who booked with Capitol One XXXX also suffered the same problems. He showed me a notice that was posted near their front desk that states that XXXX XXXX XXXX does not have a partnership with Capitol One XXXX. 

After the whole trip, I tried to file a trip delay/interruption claim with the credit card travel insurance ( Card Benefit Services ). However, they rejected my claim because they said it was not covered under their terms. I also tried getting a reimbursement or goodwill adjustment with Capitol One Card Services, but they were unable to do so either. I spoke with XXXX, a senior account specialist, on XX/XX/2023, and he told me that the only thing that I can do is redeem my own points to cover the purchase. Since this is not my fault, I shouldnt have to redeem my own points to cover the XXXX purchase. 

During this trip, I had to spend an extra {$1900.00} ( {$1900.00} for the XXXX booking, and {$25.00} for the taxi ride to the new hotel ) due to Capitol Ones negligence and failure to confirm that a hotel reservation was properly made.

Company response to consumer: Closed with monetary relief