Consumer complaint received 2026-01-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
1. Deceptive Advertising of The Edit by Chase XXXX XXXX XXXX Chase advertises The Edit hotel program with the following benefits : Enjoy complimentary benefits with The Edit : daily breakfast for XXXX, {$100.00} property credit, room upgrade if available and more. 

On the How It Works page, the only eligibility requirements disclosed are : Maximum {$500.00} credit annually for prepaid Pay Now bookings Minimum 2-night stay required Purchases that qualify for the {$500.00} credit will not earn points There is no disclosure anywhere stating that the guest staying at the hotel must be the Chase Sapphire Reserve cardholder in order to receive these benefits. 

During the booking process, Chase explicitly allows the cardholder to change the guest name, which reasonably implies that reservations may be made for family members. Additionally, the dedicated Chase webpage describing XXXX XXXX XXXX ( https : //www.chase.comXXXX ) contains no mention of any restriction that benefits are limited only to the cardholder personally checking in. 

On XX/XX/year>, my son checked in for a two-night stay at an XXXX XXXX ( XXXX XXXX ) XXXX I booked and prepaid through XXXX XXXX program. Upon check-in, he was denied all XXXX  benefits including breakfast and the {$100.00} property credit because the hotel stated that only the Chase Sapphire Reserve cardholder who made the booking could receive those benefits. Even though that my son has his own Sapphire Reserve Business card, it can't help because it was I that made the reservation. 

This restriction was never disclosed during the booking process, in the program description, or in any publicly accessible terms. Furthermore, when I contacted Chase Sapphire Reserve customer service the same day to clarify this policy, the representatives were themselves uncertain. I was placed on hold multiple times ( over an hour total ), and ultimately told that there is a small fine print stating the XXXX XXXX  is exclusive to cardholders a document that is not easily or publicly accessible to consumers. 

Even if the XXXX  XXXX  is exclusive to Chase Sapphire Reserve members for booking access, that does not reasonably imply that guests listed on valid reservations made by cardholders are excluded from receiving the advertised benefits. 

The reservation in question was made under Trip ID # XXXX. Had Chase clearly disclosed that the Chase Sapphire Reserve cardholder must be physically present at check-in in order for XXXX XXXX  benefits to apply, I could have re-planned the trip accordingly or accompanied my son to ensure he received the advertised benefits. However, because this requirement was never shared with the customer during booking, in the program terms, or anywhere publicly accessible, there was no reasonable way for me to prepare for or avoid this outcome in advance. 

As a result, I am requesting compensation for the lost benefits associated with my sons two-night stay, valued at approximately {$250.00}, including : ( a ) {$100.00} property credit ( b ) Daily breakfast and other benefits such as room upgrade and late checkout 2. Failure to Provide {$150.00} XXXX XXXX I also enrolled in the Chase Sapphire Reserve {$150.00} XXXX statement credit benefit. On XX/XX/year>, I made a purchase of {$150.00} on XXXX using my Chase Sapphire Reserve card. 

I am confident that I activated this benefit prior to making the purchase. I rarely shop on XXXX, and the sole reason for this transaction was to utilize the advertised credit. However, more than three weeks have passed, and I have not received the promised statement credit.

Company response to consumer: Closed with explanation