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Business Profile

Hotel Management

Grand Hyatt San Francisco

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a reservation online with this hotel for a stay from June 2 to June 5. Thereafter, I contacted the hotel for a limousine pick-up at the airport. On April 27 I received an e-mail from the Concierge offering the service for $315. I accepted the offer.Upon landing in *** Francisco on a flight from ***** we went through Immigration and Customs and then entered the ***************************. There was no one waiting at the exit holding a sign with my name on it. I walked all around the hall looking for the driver and didn't see anyone. I went outside and walked up and down the sidewalk in front of the terminal - twice - and saw no one. I waited a few more minutes before giving up and taking a taxi to the hotel. The fare was $70.Upon arrival at the hotel the gentleman at the Front **** said he would not remove the limousine charge. When I stated that was unacceptable he said someone would contact me later that afternoon to discuss the matter with me.No one ever did. I did not pursue the matter further until I checked out on June 5. This time, in response to my complaint, the person at the Front Desk removed the charge. She handed me a printed copy of my bill with the $315 limousine charge removed (attached). I left thinking the matter had been resolved. My total bill was $1390.It didn't last. Approximately two and a half hours later I received an e-mail from the Front Desk Manager stating that the $315 charge had been reinstated. *********************** stated that the driver had been dispatched and was there before my flight's arrival, therefore I had to pay. I subsequently received a scanned copy of a new bill showing the $315 charge. The new total was now $1705.I complained to Hyatt Corporate. In response I received an e-mail from Assistant Director of Rooms on June 9. She again refused to remove the limousine charge.I don't know if the driver was late or went to the wrong terminal. All I know is I should not have to pay for services I did not receive.

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed at the grand hyatt last week on Wednesday till Friday. All I want is a copy of my invoice. I also noticed there is a $150 charge that I don't recall. Nobody at the hotel was helpful. The person at the front desk hung up on me and the operator *** was very obnoxious.

Grand Hyatt San Francisco is NOT a BBB Accredited Business.

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