What should I do if my IHG receipt is wrong or I need to dispute a charge?
Start by comparing the final hotel bill with the reservation, payment record, and services used during the stay. Contact the hotel that issued the hotel bill to request clarification or correction because it has the detailed property billing record.
Review the bill or folio line by line
Room and tax: Compare the dates, room rate, occupancy, and taxes with the confirmed reservation.
Deposits and payments: Verify that prepayments, deposits, and payments were applied correctly.
Incidental charges: Review dining, parking, minibar, damages, or other property charges.
Pending versus posted amounts: Determine whether a card entry is a temporary authorization or a completed charge.
Gather supporting information
Have the confirmation number, guest name, hotel, stay dates, hotel bill, card transaction details, and a short description of the disputed line ready. Avoid sending a full payment card number through an unsecured channel.
Contact the hotel first
Ask the hotel’s billing or front-desk team to explain the charge and issue a corrected hotel bill when appropriate. Record the date of contact and retain any case or reference number provided.
If the issue is not resolved
Contact IHG Customer Care with the stay details and documentation. For a card dispute, you should also follow the applicable process from the card issuer. A card issuer controls its own dispute review and deadlines.
Third-party bookings
If the disputed amount was charged by a booking channel rather than the hotel, contact that provider. The merchant name on the card statement can help identify who processed the payment.
Need more help?
Contact the hotel that issued the hotel bill first. Use IHG Customer Care for an unresolved hotel billing issue, the original booking channel for its charges, and the card issuer for its formal dispute process.
Important Information
1. Billing corrections require verification against the hotel’s transaction and hotel bill records.