IHG lacks a specific policy for refunds on rooms not matching advertisements. Contact the hotel via IHG.com first for immediate help, then submit the guest services feedback form for a response within 7-10 business days. U.S. travelers should gather photos and booking details before escalating.
IHG does not publish a specific policy guaranteeing refunds for hotel rooms not matching the advertised description. Requests fall under the general guest services process: contact the hotel directly via IHG.com for immediate help, or submit the guest relations feedback form for a reply by email, telephone, or mail within 7-10 business days. Outcomes depend on the hotel's discretion and your evidence, such as photos comparing the room to the booking description. Credit card chargebacks serve as a last-resort escalation under card network rules, not as the primary remedy.
FTC rules on deceptive advertising practices apply generally to U.S. hotels but do not mandate refunds for room discrepancies.
What Controls an IHG "Room Not as Advertised" Refund Request
No IHG official policy directly addresses refunds for rooms not matching advertisements after check-in. Official pages direct users to the hotel for immediate issues or the guest services feedback form for formal complaints.
The IHG guest services page outlines the process: submit feedback online, and expect a response in 7-10 business days. The IHG customer care page reinforces contacting the hotel first via the site. These steps govern initial requests, with results varying by case.
| Step | Action | Expected Timeline |
|---|---|---|
| 1 | Contact hotel via IHG.com | Immediate |
| 2 | Submit guest relations feedback form | Response in 7-10 business days |
What Does Not Control This Issue
Pre-arrival cancellation rules do not apply to post-stay room condition disputes. Official IHG pages remain silent on specific refund guarantees for advertised discrepancies, distinguishing this from cancellation timelines or points redemptions.
U.S. FTC guidance on unfair or deceptive practices covers advertising but provides no hotel-specific refund mandates. State consumer protection agencies handle broader complaints but are not the primary path for IHG disputes.
Practical Next Steps and Evidence to Gather
Contact the hotel directly through IHG.com while on-site or soon after for the fastest resolution. If unresolved, use the guest services feedback form.
Gather this evidence before submitting:
- Photos or videos of the room condition versus the booking description (with timestamps).
- Booking confirmation email showing advertised features.
- Check-in/out records and payment receipt.
- Any on-site communications with staff.
For escalation, call the IHG One Rewards Service Center (toll charges apply). If no merchant refund follows, review your credit card issuer's dispute process under Visa, Mastercard, or Amex rules--typically requiring proof the merchant denied a valid claim.
FAQ
Does IHG guarantee refunds for rooms not as advertised?
No specific policy confirms automatic refunds; requests go through guest services on a case-by-case basis.
How long until IHG responds to a room complaint?
Guest services replies in 7-10 business days via email, telephone, or mail.
Can I get a credit card chargeback for an IHG room issue?
Possible as escalation if the hotel denies your refund request; follow your card network's evidence rules.
What proof does IHG need for a room discrepancy claim?
Photos/videos, booking details, and timestamps comparing the room to the advertisement.