If you stayed at an InterContinental Hotels & Resorts location and found an extra, unexpected charge on your bill that you do not think was appropriate, you can dispute that charge and possibly get your money back. Start by talking to an InterContinental Hotels & Resorts representative. Next, you can try initiating a chargeback at your bank. As a last resort, you can file a lawsuit against InterContinental Hotels & Resorts in small claims court.
Your InterContinental Hotels & Resorts bill will usually only contain the charges that you were informed of and agreed to at check-in time. However, ordering extras like room service or damaging InterContinental Hotels & Resorts property can put surprise charges on your bill. If your bill had such a charge and you think it was inappropriate, you probably want to dispute that charge in the hope of getting your money back.
Before you can dispute the charge, you need to collect any available evidence that supports your case. If you were charged for damage to your room, for example, and the room was damaged prior to your arrival, get testimony from anyone who saw that the room was already damaged, as well as any pictures you took that show it. If the rate was higher than it should have been, find a copy of any ads that show the lower rate. Keep records of conversations you have about the charge with any InterContinental Hotels & Resorts employee.
After collecting whatever evidence you can find, it's time to contact InterContinental Hotels & Resorts' customer service department. Tell a customer service representative about the charge and why you think it was a mistake. The representative may be able to issue a refund but may need to bring the issue to a manager or a complaint panel. The process may take a little while to complete.
If your dispute with InterContinental Hotels & Resorts doesn't result in a refund, you can try a chargeback dispute with your bank. A chargeback is the technical term for a dispute with a financial institution about a charge that it processed. Once you initiate the chargeback, your bank will investigate your claims. If it agrees with you, it will refund the charge, even if InterContinental Hotels & Resorts disagrees with it. However, you must begin by speaking to an InterContinental Hotels & Resorts representative first, or your bank won't do anything.
To start the process, talk to a bank representative and explain about the charge and the steps you have already taken. While each bank has its own way of investigating a chargeback, you should be patient, as it will probably take a while. The bank might, based on what it finds in its initial investigation, issue a provisional credit to use while it completes its investigation. This is a refund that you will be required to return if your bank agrees with InterContinental Hotels & Resorts' charge.
If the chargeback doesn't work out in your favor either, the last thing you can try is filing a lawsuit against InterContinental Hotels & Resorts in your local small claims court. Look up the rules and procedures in your jurisdiction on its website.
Call an InterContinental Hotels & Resorts representative to start disputing the charge. There is no online option for customer service.
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