Imagine Jason, a 35-year-old who booked a hotel near the Grand Canyon for his honeymoon as a surprise for his fiancé. He wanted something special, so he chose a place with a spa, scenic views and glowing reviews — and paid $1,600 two months in advance to lock it in.
Then, six days before check-in, news reports surfaced that the hotel had a rat problem. Health inspectors had flagged rodent activity in guest rooms and common areas. Jason called immediately to cancel. The hotel refused, pointing to its 7-day cancellation policy. He was outside the window by just one day.
Frustrated, Jason turned to his credit card, hoping a chargeback would do what the hotel wouldn’t. The card issuer denied his request, saying the original charge was made more than 60 days ago, which is their stated cutoff date for chargebacks.
If you’re in a similar position, you might be wondering, “Do I have any other options once my credit card denies my chargeback?” You might. Here’s what you need to know.
One of the perks of paying by credit card is the safety net it provides when something goes wrong. Most cards let you file a chargeback (1), which is a formal dispute that can force a refund, in cases of fraud, misrepresentation or failure to deliver what was promised. But the rules can be strict, and card issuers sometimes deny chargebacks, even when the cardholder has a good case.
A chargeback lets you dispute a charge directly with your card issuer, who can then reverse the transaction while waiting for the merchant to respond. It’s different from requesting a refund directly from the hotel. Rather than saying “Hey, can you send me my money back?”, the credit card essentially pulls the funds back for you.
Most chargebacks fall into a few categories: unauthorized transactions (fraud), goods or services not received, or items “not as described.” That last one is where hotel disputes typically land — and yes, false advertising can qualify.
If a hotel promises amenities it doesn’t deliver, like a pool listed on the booking page that’s been closed for years, or a “city-center” location that’s actually a 40-minute drive from downtown, that’s a legitimate basis for a dispute. The same logic applies when a hotel’s actual condition is different from how it was marketed. A room advertised as clean and well-maintained isn’t the same as one with an active rodent problem documented by health inspectors.
That said, card networks set the rules here, and the bar for winning can be high. A dispute over a rat infestation backed by news reports and health inspection records is a strong case. A dispute over a room that just wasn’t quite as nice as the photos suggested? Probably not.
Jason’s card issuer may have had a 60-day dispute window, but Visa and Mastercard’s (2) own rules allow cardholders to dispute a charge up to 120 days from the last date of expected service date or delivery time (for products), not the purchase date .
For a hotel booking, that means the clock starts on your checkout date, not when you paid the deposit. There is a 540-day limit from the original transaction, so don’t count on it for reservations made years in advance. If Jason’s card runs on either of those networks, he may have more time than the issuer let on.
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Filing a chargeback can help solve disputes when the original merchant doesn’t act in good faith. But it’s not a simple process. Here’s what to do.
Card issuers expect you to make an attempt to resolve the issue directly with the merchant before filing a dispute. Document every call by noting the date, name of the person you spoke with and what they said. Save any emails. If the hotel refuses a refund in writing, that’s useful evidence.
For a false advertising or misrepresentation claim, you’ll want documentation like screenshots of the original listing (including amenities, photos, and location claims), your booking confirmation, any news reports that support your case and a clear written summary of how what you received differed from what was advertised. If you arrive at the hotel before realizing the issue, make sure to take photos.
Your card issuer’s website might say 60 days, but if your card runs on Visa or Mastercard, the network’s rules may give you more time. If your dispute is rejected due to timing, you can appeal and cite Mastercard’s chargeback guide or Visa’s dispute rules directly. As a last resort, the Consumer Financial Protection Bureau (CFPB) (3) accepts complaints against card issuers.
Some hotels and shopping platforms track chargeback activity and may flag or close your account if you file a chargeback, even when you’re in the right. If you can negotiate a credit, a future stay or even a partial refund directly with the hotel, that’s worth exploring before escalating.
Chargebacks offer consumers a powerful way to protect themselves against merchants who fail to deliver on their promises. Just remember, they are a last resort, not a first move.
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Experian (1); Visa (2); Consumer Financial Protection Bureau (3)
This article originally appeared on Moneywise.com under the title: The dreamy Grand Canyon hotel I booked for my honeymoon was full of rats. Can I get my money back for false advertising?
This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
