Hi all, I just travelled to London with points from Citibank thank you points. I just got here today and before doing so I realized that my first stop did not have a specific address, only the neighborhood it was in. When I emailed the contact email address provided through thank you/booking.com, they responded saying they will tell me the day of...uh, what?? I figured ok, maybe they have a few different locations and it's a bad manager? Well today I emailed when I landed at Heathrow and asked again for the address. They sent it over and it was definitely a section 8 type of housing. The email said they will tell me how to get in once I send a picture of my id as verification. Uh, fuck that, I'd show a front desk but this just feels waaaay too scammy. So I opt to just cut my losses and pay for a hotel out of pocket. I called up Citibank and after 40 minutes of being on hold multiple times the woman helping me said they called the hotel and said to me "sorry, seems like a hotel to us...you'll have to pay or only get 25 percent of your money back." How absurd is this? Is there any recourse I can have? They were just not believing me that this was just not a real hotel and shady as hell and therefore were refusing to fully refund my points. I feel like I got scammed through THEIR platform. Is there any recourse?

Thanks in advance!

TL;Dr booked a hotel for a night with points, seemed like a scam when they sent me to a shady looking apartment building and asking me to email them my ID, and then Citibank refused to refund my points. I could definitely use some advice on addressing this.