Specific Hotel changed the rate terms of my existing IHG reservation
Diamond elite member here. I booked a government rate at a hotel near a US university using the IHG app because, well, I work for a govt agency and will be participating in a govt panel that happens to be on a Saturday.
Not sure if I’ll be able to find childcare for my children over the weekend of my conference, so I booked my room for 2 adults, 2 kids in an appropriate room type using the government rate from Friday-Sunday. Rate details in the app and email confirmations all show that I have a 4-day free cancellation window, that my cc will be charged 3 days prior to check in, that I have to show my govt id blah blah blah.
Well, I just received an email from the “manager”, using their private hotel company’s email address, “kindly” asking me to read their “important policy update on government rate restrictions.” Namely, that government rates are not available on Fridays and Saturdays and special events, that maximum number of persons per room is 2, that a 1-night nonreturnable deposit is due at the time of booking, among some other terms.
Anyways, that’s strange, because I already have a binding contract as per my IHG reservation.
The email sent is written in very poor English, poor grammar without even complete sentences, and doesn’t give me any instructions to resolve the conflict between the rate terms I’ve reserved vs these new rate terms they’ve sent me.
How would you proceed??
TLDR: Diamond elite member booked a reservation with very specific rate terms using the IHG app. Hotel emailed me completely different rate terms without even referencing my existing reservation, just to make me aware of their policy.