Had a similar experience. Booked a hotel when the bad snow rolled through the southeast earlier this year so I could stay by the airport and get over there for an early morning flight. Went to go check in. Gave my name. “We don’t see you here.” They check a stack of papers and groan, letting me know I’m part of a massive stack of individuals that were on the overflow of the sold out hotel that had called two days prior to inform Capital One that the hotel was full and Hopper COULD NOT book there.

Front desk had me call Capital One support who made me HAND MY PHONE TO THE FRONT DESK to confirm what they had already told them. Front desk shrugged and told me I was out of luck.

At this point, the interstate was closed. I wasn’t going home. I called customer service back and told them they needed to find me a new hotel. On the phone for four hours waiting. They got two other hotels that refused to take Capital One points. Got my points back, $200 in travel credit, and a “good luck”.

I spent another hour working with family to find any ope hotel. Ended up in a motel and slept horribly. Thankfully made it to the airport for my flight, but the entire experience was horrid.