Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,009 total complaints in the last 3 years.
- 438 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 am wirting to complain the unexpected charge for my reservation number ********* I have cancelled this reservation in March 21 and should qualify free cancellation. But the hotel still charges me $721 for being no show. I am writing to request a refund of that charge.
Business Response
Date: 06/14/2025
Guest has been contacted and resolution foundInitial Complaint
Date:06/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Last September we notice misleading information from hyatt wechat miniprogram on ******,and participating property is not responsible for ******* this case,Hyatt China failed to solve this case but send a fraud report on my account to fraud team.This case has been delivered to State Administration for Market Regulation in ******Besides,since we never authorize Hyatt China to book a property I have never been to,we are more than happy to have payment information delivered to avoid the new york police to be invoved.We get further eveidence for the fraud report we made with **** in *****,please do not hestitate to refer this case to the legal department.All communication should be via email as this is quite clear.Business Response
Date: 06/11/2025
After thorough investigation it was determined that the guest violated our terms and conditions.
The guest has been contacted and provided the investigation results with the terms and conditions.
We stand behind our decision.Customer Answer
Date: 06/13/2025
Complaint: 23439805
I am rejecting this response because:this response has nothing to do with the whole case,as Hyatt is delivering personal information to 3rd party oversea without (hyatt admit that there is reservation record ,one urcove property in xi'an from oct 15th to nov 5th is considered a problem,but we have never been to that property,we need hyatt to figure out if there is an offense to privacy of personal information,but hyatt is not responding to this.)
Sincerely,
******* ***Business Response
Date: 06/16/2025
After thorough investigation it was determined that the guest violated our terms and conditions.
The guest has been contacted and provided the investigation results with the terms and conditions.
We stand behind our decision.Customer Answer
Date: 06/18/2025
Complaint: 23439805
I am rejecting this response because:this business is replying information out of the question
Sincerely,
******* ***Initial Complaint
Date:06/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Hi,I had booked 2 rooms Hyatt Place, Universal Resort, Orlando from June 1st to June via ***********. Unfortunately due to medical emergency I had to cancel the booking. On May 14th, I was told by a Hyatt Place manager that the booking will be cancelled without any charges once they have received a cancellation email from ***********. That was done but still Hotel went on to charge me for the rooms. *********** reservation no. ********** ********** Thanks,****** *****Business Response
Date: 06/10/2025
Guest has been contacted by hotel, and resolution foundCustomer Answer
Date: 06/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:06/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
When I complained that the severe noise outside my hotel window from construction crew was drilling outside loudly - I got rude comments from hotel staff member who lied, the hotel female desk clerk clueless how to check in a guest, and my car got dinged due to being forced to park in the back. The crew for construction didn't leave till 8:30 pm. I was lied too and the hotel didn't stop the noise. I was told inside noise only not true. Also had plumbing issues and a psychopath who slammed their hotel guest door at 2:15 am. I almost got into a car accident from no sleep. Spoke to manager the next day she was lying to me and not being truthful. I will not accept 50%. Corporate is ignoring me called 3 times and being treated horribly by female operations manager who had no soul and is cruel and being unreasonable. Not letting this go. I want my full refund immediately.Business Response
Date: 06/14/2025
Tell us wh
We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest accepted compensation from the hotel that we feel is fair and equitable. y here...Initial Complaint
Date:06/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
This is about my recent stay at Hyatt Place ********************** with confirmation **********. Later I found there is some strange charge of $17.15 on my card left for incidental and called back to enquire on 5/29. The front desk gentleman answering seemed very nice and said this might be some drink or snack purchase made at front desk, which I indeed didn't do at all. I told him so and he agreed to take off the charge.On week later, I checked my card transaction again, not only the original charge still remains, a duplicate charge shows up as well. I am attaching the receipt here, you can see at bottom they tried to handle my callback, while didn't do a credit properly and ended up charging me again.The hotel looked nice and I don't have other complaints about the stay but this incident itself is a nuisance enough, i had to call back, double check and now even file a formal complaint.Business Response
Date: 06/06/2025
Guest has been contacted and resolution foundCustomer Answer
Date: 06/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Bin QiInitial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 am filing a complaint about Hyatt timeshares regarding their handling of my request to cancel my ownership. Each time Ive reached out, Ive either been ignored or received a generic template denial, with no genuine acknowledgment of my concerns. Their reason for denial refers to our loan, but had they not lied to us in the first place, we wouldnt be struggling financially.During our last owners' update in ****, we were heavily pressured into purchasing an additional ****** points. Although we couldnt afford the full ******* points they pushed on us, we agreed to the ****** for over $34,000. A couple of months later, a representative from ********* contacted us with an offer to buy another ****** points for just $5,000. When I asked why this deal wasnt offered in ****, I was told that these points had just become available, and I felt lied to. We ultimately decided against this purchase, and when I tried to cancel, the representative behaved as if she was incredibly upset, making the situation even more stressful.Every vacation, we were pressured to attend owners' updates and purchase more points. We were charged $50 in advance to attend. While they refunded this fee if we went, they would keep it if we didnt. We were also encouraged to join a membership program to supposedly help with maintenance fees, which required us to pay an additional $100 annually. This constant push to extract more money from us in various ways has left us feeling taken advantage of.This has become an ongoing source of frustration and financial strain, and my trust in this company has been completely eroded.Business Response
Date: 06/14/2025
The guest's concerns were escalated to the executive management of the appropriate team to address.Initial Complaint
Date:06/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 need to report a problem with a Hyatt points booking I made for a stay in ******** from May 16th to 18th. The reservation had a 7-day free cancellation policy. On May 8th (US Eastern Time), I noticed the same room was available for fewer than ***** points, a better rate than I had booked. I contacted a Hyatt agent that day to get my points adjusted.Although it was only 3:00 AM on May 9th in ******** at the time of my call well within the 7-day window before my May 16th check-in the agent incorrectly told me my booking wasn't cancellable. They then advised me to contact the hotel directly. The hotel, however, stated they couldn't handle changes to points bookings. This delay, caused by the agent's wrong information and misdirection, meant I missed the actual free cancellation deadline.When I asked Hyatt to correct the points to the lower rate I should have received, they refused, saying their system couldn't do it. Essentially, a Hyatt agent's error prevented me from saving points, and Hyatt has not rectified this."Business Response
Date: 06/05/2025
Guest has been contacted and resolution found.Customer Answer
Date: 06/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:06/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 am trying to book a stay with Hyatt using my points through my credit card. It states on the website that multiple hotels in *****, ****** have point stays available for the date I am trying to book but I am unable to book it. I reached out to customer service at ********************** on two occasions and they refused to help. I want to book a hotel for 6/24 checking out 6/25 in ***** using points. I want Hyatt to honor what is on their website.Business Response
Date: 06/09/2025
Member has been responded to and properties with availability were providedInitial Complaint
Date:06/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 am filing this complaint regarding a broken promise from Hyatt ************* during my stay at ************** on May *******. Upon check-in, I was invited to attend a preview presentation with a guaranteed incentive of ****** World of Hyatt points. I was eligible and willing, and I even cut my vacation short to attend.However, I was denied participation at the last minute because I did not bring a physical credit card despite this requirement never being communicated in advance. I had successfully used my friends physical credit card for hotel check-in, so this was an unexpected and unfair disqualification. I contacted Hyatt Consumer Affairs, but received no response for over 2 weeks, which added to the disappointment.This experience felt like a breach of trust. I acted in good faith based on Hyatts promise, only to be turned away for an undisclosed reason and then ignored. It is unacceptable for a brand like Hyatt to engage in misleading practices and not follow up on guest concerns.I request that Hyatt honor their original promise by awarding the ****** points and acknowledge the poor communication and handling. Additional compensation would also be appropriate given the time and effort I lost. As a loyal Hyatt customer and Hilton Diamond member, I expected better service and integrity.Business Response
Date: 06/12/2025
The guest's concerns were escalated to the executive management of the appropriate team to
address.Customer Answer
Date: 06/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Songsong *****Initial Complaint
Date:05/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 booked a 7-night stay through the Hyatt mobile app on May 30, 2025 at 9:00 PM EST for June *****, 2025 costing $1,526.08.The "no-change, non-refundable" policy was buried in general text and not clearly visible during booking. I discovered this immediately after booking when trying to modify my reservation. Within minutes on May 30, I called the hotel front desk but got NO ANSWER, then I emailed the hotel but got NO REPLY.The next day (May 31), I spent over 3 hours during business hours contacting Hyatt customer support, reservations department and the hotel manager directly. All refused to cancel or modify my reservation despite: 1. My immediate request after booking. 2. it's still 20 days remaining until check-in. 3. Rooms still being available for other customers to book, so NO FINANCIAL LOSS to the hotel.I have since canceled the reservation myself. And I request: 1.Stop all credit card charges for this reservation. 2. FULL REFUND of $1,526.08 if already charged.Business Response
Date: 06/08/2025
We have contacted the guest and explained the cancellation policy.
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