Our investigation

We considered the chargeback reason of “service not as described” did not apply in Greg’s case. The hotel had in fact provided the service contracted for – a hotel room with a garden view. The contract did not cover matters of quality. 

 However, we considered the bank did not accurately communicate with Greg about the chargeback request. It had initially referred to a chargeback reason code that did not apply to his case.  We accepted this caused Greg some confusion, and recommended an inconvenience payment of $250. 

Outcome

Greg did not accept our view, but the bank subsequently increased its offer to $450, which Greg accepted.