{"id":"ihg","page":"https://escalate.alexgaoth.com/#/c/ihg","html":"https://escalate.alexgaoth.com/c/ihg/","generated":"2026-10-15","company":{"id":"ihg","name":"IHG Hotels & Resorts","aliases":["intercontinental hotels group","ihg one rewards","holiday inn","holiday inn express","crowne plaza","intercontinental hotels","kimpton"],"sector":"lodging","website":"https://www.ihg.com","account_url":"https://www.ihg.com/content/us/en/customer-care/main","regulators":["ftc"],"notes":"IHG asks guests to raise service and billing problems with the hotel's management first, then with IHG Customer Care through its online forms. IHG added Ruby Hotels in 2025. ihg.com blocks automated fetches; values here come from IHG pages as shown in official-domain search results.","channels":[{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"IHG reservations (United States and Canada)","value":"+1-877-424-2449","purposes":["reservation_problem","refund_request"],"notes":"Listed under Worldwide Reservation Offices. Six Senses reservations use +1-855-496-0109.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"tdd-phone","type":"phone","label":"IHG Customer Care TDD (United States and Canada)","value":"+1-800-334-5194","purposes":["accessibility"],"source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone","note":"Hotel management first, while you are there."},{"rung":"written_complaint","channel":"customer-care-forms"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask the hotel, then file IHG's online Issues Form.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly by phone about the charge."},{"do":"If the hotel does not fix it, complete IHG's online Issues Form with the folio and confirmation number.","channel":"customer-care-forms"},{"do":"Dispute the charge with your card issuer if IHG does not correct it."}]},{"issue":"refund_request","summary":"Cancel inside the hotel's window; prepaid \"Book Early and Save\" rates are final.","evidence":["confirmation number","rate details","cancellation confirmation"],"steps":[{"do":"Check the cancellation policy for the rate in the reservation; IHG says it varies by rate."},{"do":"Cancel online or in the app. If cancellation is not available online, call IHG Customer Care.","channel":"customer-care-phone"},{"do":"If a refund you are owed is not paid, file the online Issues Form, then dispute the charge with your card issuer.","channel":"customer-care-forms"}],"facts":[{"kind":"policy","claim":"Reward Night reservations cancelled before the hotel's cancellation time get the points re-deposited; after that time the points are still returned but the hotel charges the card on file its cancellation fee.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/member-tc","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Points & Cash bookings, the cash portion is nonrefundable when a night is cancelled, but the points are returned.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/faq/rewards","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Fix it online if you can; past or uncorrectable reservations go on the Issues Form.","evidence":["confirmation number","what was booked","what was provided","receipts for extra costs"],"steps":[{"do":"Try to correct the reservation on the Manage Your Stay page."},{"do":"If it cannot be corrected online, or the stay is over, complete the online Issues Form.","channel":"customer-care-forms"}]}],"known_blockers":["ihg.com returns HTTP 403 to automated fetches; the exact Issues Form URL could not be confirmed."],"official_domains":["ihg.com"]},"playbooks":{"billing_error":{"company":{"id":"ihg","name":"IHG Hotels & Resorts","sector":"lodging","website":"https://www.ihg.com","account_url":"https://www.ihg.com/content/us/en/customer-care/main"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask the hotel, then file IHG's online Issues Form.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly by phone about the charge."},{"do":"If the hotel does not fix it, complete IHG's online Issues Form with the folio and confirmation number.","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}},{"do":"Dispute the charge with your card issuer if IHG does not correct it."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"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.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Hotel management first, while you are there.","channel":{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["ihg.com returns HTTP 403 to automated fetches; the exact Issues Form URL could not be confirmed."],"security":{"official_domains":["ihg.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":6},"verified_from":{"page":6},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 6 sources are the organization's own pages or government sites; only 6 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"IHG asks guests to raise service and billing problems with the hotel's management first, then with IHG Customer Care through its online forms. IHG added Ruby Hotels in 2025. ihg.com blocks automated fetches; values here come from IHG pages as shown in official-domain search results.","warnings":[]},"refund_request":{"company":{"id":"ihg","name":"IHG Hotels & Resorts","sector":"lodging","website":"https://www.ihg.com","account_url":"https://www.ihg.com/content/us/en/customer-care/main"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel inside the hotel's window; prepaid \"Book Early and Save\" rates are final.","evidence":["confirmation number","rate details","cancellation confirmation"],"steps":[{"do":"Check the cancellation policy for the rate in the reservation; IHG says it varies by rate."},{"do":"Cancel online or in the app. If cancellation is not available online, call IHG Customer Care.","channel":{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"}},{"do":"If a refund you are owed is not paid, file the online Issues Form, then dispute the charge with your card issuer.","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"IHG reservations (United States and Canada)","value":"+1-877-424-2449","purposes":["reservation_problem","refund_request"],"notes":"Listed under Worldwide Reservation Offices. Six Senses reservations use +1-855-496-0109.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Reward Night reservations cancelled before the hotel's cancellation time get the points re-deposited; after that time the points are still returned but the hotel charges the card on file its cancellation fee.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/member-tc","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Points & Cash bookings, the cash portion is nonrefundable when a night is cancelled, but the points are returned.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/faq/rewards","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Hotel management first, while you are there.","channel":{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["ihg.com returns HTTP 403 to automated fetches; the exact Issues Form URL could not be confirmed."],"security":{"official_domains":["ihg.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":6},"verified_from":{"page":6},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 6 sources are the organization's own pages or government sites; only 6 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"IHG asks guests to raise service and billing problems with the hotel's management first, then with IHG Customer Care through its online forms. IHG added Ruby Hotels in 2025. ihg.com blocks automated fetches; values here come from IHG pages as shown in official-domain search results.","warnings":[]},"reservation_problem":{"company":{"id":"ihg","name":"IHG Hotels & Resorts","sector":"lodging","website":"https://www.ihg.com","account_url":"https://www.ihg.com/content/us/en/customer-care/main"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Fix it online if you can; past or uncorrectable reservations go on the Issues Form.","evidence":["confirmation number","what was booked","what was provided","receipts for extra costs"],"steps":[{"do":"Try to correct the reservation on the Manage Your Stay page."},{"do":"If it cannot be corrected online, or the stay is over, complete the online Issues Form.","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"IHG reservations (United States and Canada)","value":"+1-877-424-2449","purposes":["reservation_problem","refund_request"],"notes":"Listed under Worldwide Reservation Offices. Six Senses reservations use +1-855-496-0109.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Hotel management first, while you are there.","channel":{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["ihg.com returns HTTP 403 to automated fetches; the exact Issues Form URL could not be confirmed."],"security":{"official_domains":["ihg.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":6},"verified_from":{"page":6},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 6 sources are the organization's own pages or government sites; only 6 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"IHG asks guests to raise service and billing problems with the hotel's management first, then with IHG Customer Care through its online forms. IHG added Ruby Hotels in 2025. ihg.com blocks automated fetches; values here come from IHG pages as shown in official-domain search results.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Hotel management first, while you are there.","channel":{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["ihg.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":6},"verified_from":{"page":6},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 6 sources are the organization's own pages or government sites; only 6 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12","file":"guides/lodging.md","page":"https://escalate.alexgaoth.com/#/guides/lodging"}}