Diamond Elite member here and I ran into something strange with an existing reservation.
I booked a government rate through the IHG app at a hotel near a US university. I work for a government agency and will be participating in a government panel that takes place on a Saturday.
Because I am not sure yet whether I will have childcare that weekend, I booked a room for 2 adults and 2 kids for Friday through Sunday using the government rate. The reservation confirmation and app details clearly state:
• Free cancellation up to 4 days before arrival
• Credit card charged 3 days before check-in
• Government ID required at check-in
• Room booked for 2 adults and 2 children
Today I received an email from someone identifying themselves as the hotel manager using the property's private company email address. The message says there is an "important policy update on government rate restrictions" including:
• Government rates not valid on Fridays, Saturdays, or special event dates
• Maximum occupancy of 2 people per room
• One-night nonrefundable deposit due at booking
• Additional restrictions not listed in my original booking
The email itself is written with poor grammar and does not reference my actual reservation number or explain how these new terms affect an already confirmed booking.
My understanding is that I already booked under specific terms and conditions through IHG, so I am confused whether a property can effectively change the rules after the reservation is confirmed.
How would you proceed in this situation? Has anyone had a hotel try to retroactively apply different terms after booking?
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