While traveling in Évora, Portugal, I booked a suite at M’Ar de Ar Aqueduto through Chase Travel. It was over 100°F when we checked in around 5pm. The suite was extremely hot, but we assumed the A/C just needed time to cool the room. We went out and returned around 9pm — and it was still just as hot. We opened the windows and hallway door to try to cool the room, but the suite faced a busy cobblestone street, and the traffic noise made it impossible to sleep.

By 10pm, it was clear the A/C didn’t work at all, so I went to the front desk. The hotel gave us a standard room to sleep in for the night. The next morning, they moved us again to another standard room, where we stayed the rest of our trip. In short: we paid for a suite and got regular rooms.

I contacted Chase Travel on July 1, with the information and photos they asked for. On July 3 they replied to say the case was under review. On July 11, I received another message saying they were contacting the hotel and needed 7 more business days to investigate.

I’ve also called Chase Travel twice:

• The first time, I was told Chase doesn’t directly make the hotel bookings and they were waiting to hear back from their “booking partner.” No real update since.
• The second time, after waiting on the phone for over two hours, I was offered 7,500 points. I declined, saying that was unacceptable. The price difference between the suite and standard room was about €100 per night, so I believe a minimum of €200 plus some recognition of the inconvenience would be appropriate.

It’s now July 24 — still no follow-up, no resolution, and a very poor customer service experience overall.



Has anyone else here successfully gotten compensation from Chase Travel for a situation like this? Any advice on how to escalate? At this point, I’d like either a cash refund or meaningful travel credit to make this right.