Consumer complaint received 2026-05-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am filing this complaint regarding a misleading and inadequately disclosed benefit restriction associated with my Chase Sapphire Reserve card and a hotel booking made through Chase Travel under The Edit hotel program. I booked a hotel stay through Chase Travel and selected the Pay Later option during checkout. At no point during the booking flow was it clearly and conspicuously disclosed that selecting Pay Later would disqualify me from receiving the advertised {$250.00} Chase Sapphire Reserve hotel credit benefit associated with the booking. The booking interface prominently advertised the premium benefits included with the stay and presented Pay Now and Pay Later simply as payment preference options. There was no clear warning, disclosure, or indication that choosing one payment timing option over the other would cause forfeiture of the advertised cardmember credit benefit. I have attached screenshots demonstrating the booking flow and wording presented during checkout. The screenshots are from a sample booking because the original trip has already occurred, but the booking flow and language were identical to the reservation in question. As a result of the unclear and misleading booking process, I completed the stay believing I would receive the advertised Chase Sapphire Reserve credit benefit, only to later discover that Chase denied the credit entirely due to the payment selection method. I contacted Chase customer service multiple times attempting to resolve the matter. Despite explaining that the booking failed to adequately disclose the restriction, I received no meaningful assistance or reasonable accommodation. I have been a loyal Chase customer for years and pay a substantial annual fee for the Chase Sapphire Reserve card specifically because of the premium travel protections and advertised benefits. Instead, I experienced what I believe was a material omission and misleading disclosure practice that caused financial harm to the consumer. The issue is not simply disagreement over policy. The issue is that the policy was not clearly disclosed during the booking process in a manner that would allow a reasonable consumer to make an informed decision. the booking flow is designed in a confusing and misleading way that can easily cause consumers to unintentionally lose major advertised benefits without proper notice. I am requesting the following resolution : 1. That Chase manually honor and apply the {$250.00} credit associated with my reservation. 2. That Chase review and improve the disclosure language and booking flow within Chase Travel and The Edit hotel program so customers are clearly informed, before completing checkout, that selecting Pay Later forfeits eligibility for certain advertised benefits or statement credits. I have attached supporting screenshots and records of my communications with customer service. Thank you for your review.

Company response to consumer: Closed with explanation