IHG Hotels & Resorts: billing error

Collect

• folio
• confirmation number
• card statement

Steps

1. Contact the hotel directly by phone about the charge.

2. If the hotel does not fix it, complete IHG's online Issues Form with the folio and confirmation number.

   OnlineIHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)

3. Dispute the charge with your card issuer if IHG does not correct it.

More contacts for this issue

Rules in force

• FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)
  16 CFR part 464 (90 FR 2066, January 10, 2025)

  Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.

  Source: ecfr.gov, verified 2026-10-12

  6 citable points

  • Policy

    The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    "Total price" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.

    Source: ftc.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneIHG One Rewards Customer Care (United States and Canada) +1-888-211-9874

   Hotel management first, while you are there.

2. Written complaint

   OnlineIHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

4. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Watch out

Related

• Billing error at other companies
• Hotels and vacation rentals — how complaints work
• IHG Hotels & Resorts: refund request
• IHG Hotels & Resorts: reservation not honored