InterContinental RAK – error on booking?

[moody]

Have booked a reward redemption at the newly opened IC RAK for later this year. We are 2 adults and 2kids <10years. At the time of booking, a twin room was shown as accommodating 4 people – the picture showed what looked like 2 double beds so I duly went ahead and booked. The website has now been changed to show a max occupancy of 2 for ALL room categories, including the one we booked.

I have a booking confirmation from IHG for 2 adults and 2 kids on points in the twin room category. Am a bit worried they will either refuse to honour it or insist I pay to upgrade on arrival. Any advice as to what to do? Should I email them in advance or feign ignorance and demand they honour the booking on arrival?

[Aston100]

I’d just turn up and pretend to be shocked if they don’t provide what was originally advertised & booked at the time.

• This reply was modified 55 years, 4 months ago by .

[NorthernLass]

They shouldn’t deny you what’s actually on your booking confirmation (especially at IC level), but as @Aston100 suggests, don’t contact them beforehand and give them the chance to claim it’s a mistake. If there’s a problem with the room at check in they should give you something will actually will accommodate the 4 of you.

[moody]

Thanks both, fingers crossed – will turn up with a printout and see what happens…

[aseftel]

moody wrote:

Thanks both, fingers crossed – will turn up with a printout and see what happens…

I would also take a printed copy of their Book with us advantage which states:

If your reservation cannot be honored, the host hotel will provide a room at, and transportation to, another convenient and comparable hotel, and pay for telephone calls to notify family of the lodging change. The host hotel will also pay the full cost of the first night’s lodging rate, plus tax. Any advance deposit will be refunded.

[moody]

aseftel wrote:

moody wrote:

Thanks both, fingers crossed – will turn up with a printout and see what happens…

I would also take a printed copy of their Book with us advantage which states:

If your reservation cannot be honored, the host hotel will provide a room at, and transportation to, another convenient and comparable hotel, and pay for telephone calls to notify family of the lodging change. The host hotel will also pay the full cost of the first night’s lodging rate, plus tax. Any advance deposit will be refunded.

Thanks, that’s a good idea