I attempted to secure lodging in Monte Verde, Costa Rica, at the La Colina Lodge, and stated that I needed one nights lodging for two people, and that we required provision of hot water (which cannot always be assumed exists in Costa Rica hotels). I was assured that there was ample hot water provided to the shower facilities in all rooms. I was required to provide a valid charge card in exchange for a room key. Upon inspection of assigned the room, I discovered that the water from the hot water spigot in the shower was just slightly warmer than room temperature, and found the bed linens and pillowcases soiled and littered with human hair. I returned to the hotel check-in desk, described the deficiencies, accompanied the desk clerk back to the room and showed him what I had discovered. I informed him that I did not wish to stay in this room or any other that he might offer, requested that I not be charged for the room and offered to compensate the lodge for the inconvenience of drying the water from the shower stall. The clerk apologized for the condition of the room, stated he understood I would not be staying and told me I would not be billed, stating that the imprint of my credit card would be destroyed and not processed for payment. Upon receipt of my next statement, I discovered I had been billed the full room rate.
After two attempts to contact the lodge via email link on their website and one telephone call to a U.S. Telephone number listed on that website, where I was told by the child who answered the telephone that her mother would call me back, but never did, I disputed the charge, both by telephone and in writing. I have been contacted by TNB dispute representatives, who state that I have no basis for a dispute, according to the criteria established by Mastercard, and that it is a matter of "my word versus the merchants". I was told I would have to have something in writing from the merchant, agreeing to credit the charge, in order to prevail in this dispute. I was told that this is a "he said, she said" dispute, which cannot be pursued. I asked for them to merely challenge the merchant, since there was no indication whatsoever that I would be given the courtesy of a response, having no leverage with which to make any demand or request from the merchant. The ludicrous response was that Mastercard determines that by merely accepting the key to a hotel room and entering that room, the charges attributed to the lodging are valid and uncontestable, regardless of the condition of the room, its failure to provide the promised amenities, or anything else related by verbal communications between the merchant and the cardholder. The representative further contends that it is not customary for a person seeking lodging to provide a credit card to the desk clerk prior to checkout, indicating a complete lack of experience and awareness of what is routinely required at any lodging establishment at the time of check-in.
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