Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

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.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  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.

  My wife and I traveled to ****** for a destination wedding and it was an absolute disaster. They overbooked themselves on the weekend that the wedding was happening, and my wife was the maid of honor. As a result of the lack of planning, staffing, and general communication, my wife worked as the wedding coordinator instead of enjoying time at the resort with the welcomed family member standard that the resort claims to treat guests with. I attached a detailed statement regarding our experience.We reached out to world of Hyatt to assist us in resolving this matter and were told that the resort is responsible. We already attempted to resolve our issue with the resort and they have only offered an additional stay at the same resort that we had a terrible experience. My wife and I have no interest in returning to that resort and prefer a full refund. If a refund can not be issued then a credit to stay at a different resort with world of hyatt would also be acceptable. No one has contacted us about resolving this issue to our satisfaction and they have no urgency whatsoever to care for their customers. As it stands right now I am never booking with world of Hyatt again for any travel plans I make moving forward, and will advise everyone I know about their lack of customer service.

  

  Business Response

  Date: 04/14/2025

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint.  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23147271
  
  I am rejecting this response because:

  The company has made no effort to even address my complaint.  I have instead had my time wasted by their customer service department. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/24/2025

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint. We are continuing to follow up with the guest and Executive Management.  
  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23147271
  
  I am rejecting this response because:

  This matter is still being addressed by the company 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  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.

  Hello, My name is ******* *****, and I recently had the displeasure of staying in your hotel (the Hyatt Place) located at ****************************************************************************************************************** stay was horrendous and underwhelmly disappointing. I called ahead before actually purchasing the rooms to inquire if the hotel provided a full bar and WiFi and I was told that it comes with both. When I checked in I discovered that the information I was given was not truthful. Their was no full bar and I was not abled to access the wifi. Your manager later told me that the wifi is not compatible with my electronics so I had to use my hotspot for our electronics.When I spoke to your ** (*** *****)for this location he told me I should just be happy to have the bartesian. I talked to him about not being able to receive fresh towels or the fact no one would come to empty the trash out of the rooms. Everytime I would ask for fresh towels I was told that they are not ready yet. He was extremely rude during our conversation and when I told him I would write a letter he told me to go right ahead. I also had an issue with another staff member who went by the name of ***. She yelled at my children and accused them of stealing candy off the counter; when I informed her that I had bought the candy from the store and showed the receipt we never received an apology. We felt very uncomfortable while being on your property. My group and myself stayed for two days March 25 to March 27. I have never received such treatment before and it was truly disgusting to experience this in my age but to also have my children who are young have to experience this as well. My confirmation # was ******* and ******** Thank you, ******* *****.************

  

  Business Response

  Date: 04/13/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  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 two rooms with points on 6/16/2024 and stayed at Hyatt Place ******/********* for 3 nights for 7/30-8/2, 2024. Those points were redeemed at the point of room booking. Later 2024, my Hyatt account got merged into a new Hyatt account (for some other reason) and all those point/stay activities do not show up any more in the new merged account. Today (4//1/2025), two point deduction activities showed up in my account: ****** points were deducted for two stays at Hyatt Place ******/*********. Both stays are for 7/29 to 7/********* immediately called Hyatt today and the representative told me she talked to her supervisor and her supervisor will take care of this mistake. After transferred to her supervisor, she started talking and hanged up the call.I am filing this compliant to seek a proper handling of my case. To reiterate, those points required for the stay were deducted already last year, for both rooms, on 6/16/2024, when I booked the two ******** Hyatt account number: ********** A screenshot showing the points deducted is attached (with my name removed)A timely and correct handling of my complaint and fix of the billing points is appreciated.

  

  Business Response

  Date: 04/05/2025

  Member has been responded to and information provided

• Initial Complaint

  Date:04/01/2025

  Type:Order Issues
  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.

  We would like to inform your company about the unprofessional and mishandling of our timeshare agreement termination request regarding Hyatt *************** failure to respond to our repeated requests to terminate our timeshare agreement. We have been trying to resolve this matter for quite some time, but our efforts have been ignored. Despite sending correspondence to both Hutch ******* and ************* regarding this issue, we have yet to receive any kind of *********** is deeply frustrating that our concerns have seemingly fallen on deaf ears. These unresponsive and dismissive business practices are entirely unacceptable and only reinforce our decision to end our relationship with Hyatt ************** This lack of professionalism and consideration shows why continuing to do business with this company is no longer an option for us.Additionally, it is evident that Hyatt ************* is content to keep collecting payments for a timeshare we have not been able to use since the very beginning. This disregard for customer satisfaction and ethical business practices is highly disappointing.We request that Hyatt ************* address this matter immediately and provide a response regarding our termination request. Ignoring their customers is not an acceptable way to conduct business, and it further damages the trust and reputation of the company.

  

  Business Response

  Date: 04/09/2025

  Guest has been contacted with a request for a contact. The guest has not replied with a call back or call 
  back time or email response.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  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.

  1. the ** was not working properly. Our room was hot for most of our stay. A gentleman did offer a fan which we appreciated.2. A man came and full on yelled at us to not have food or drinks and we said we'll get rid of it and he kept screaming "NOW". Everyone in the pool room was staring and it was completely humiliating. It was inhumane to speak to someone like that. While walking out, I noticed another family had *********** bags of food so I went to the front desk where that man was standing in front of the counter and ******** (spelled differently) was behind the counter and told them if they're going to kick us out, they need to kick out the other people as well. That man went walking to the pool area.Later that night, after coming back from dining out, we spoke to 2 front desk workers and informed them of what happened and told them that is not how to speak to guest. After they inquired a description of the man that yelled, they informed us he was NOT an employee but someone who resides in the hotel. They informed us he should not have spoken to us at all or told us what to do. They informed us that ******** shouldn't have allowed that. They apologized and offered complementary drinks and snacks which we declined.Upon checking out, I noticed ******** and asked her why would she allow someone that is not an employee do her job for her and interrupt other guest. She stated she was too busy and saw nothing wrong with asking the man who wasn't an employee to remove us from the pool. I told her she was wrong and she should not have allowed other guest to speak to us like that. Once again she stated that since she didnt know he was going to yell, that she felt it was okay for him to do an employee's job for her We were humiliated & belittled & she didn't feel the slightest remorse to apologize 3. I have bed bug bites on my arms, legs and back 4. The pool was over capacity having over 30 children

  

  Business Response

  Date: 04/13/2025

  Guest has been contacted, and compensation has been offered. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23142343
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  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.

  On February 12, 2025 I went on the Hyatt Place Topeka's website to reserve 1 room for1 people for 2 nights. May 16- May 18. I looked at the receipt / confirmation I received from the hotel. It showed $252.74 for the total. I believed i had the correct room reserved. 2 days later I realized after looking at the receipt again that I had accidentally booked 2 rooms. I called the hotel directly and told them of my mistake and asked to have the extra room canceled. I was told I would receive a refund but sometimes it takes awhile to see it. I also asked to correct the information that their would be 2 guests in the 1 hotel room. I had never been told on that call that was a non-refundable room. I checked my credit card on 2/14 and I saw I had been charged $505.46. I immediately called the hotel and spoked to a manager, I was told that I had booked 2 rooms on a no change/non-refundable rate. What's so bad is that I could cancel 1 of the rooms with no refund. So you can make a change they just keep your money and possibly resell the room and make double the money. I relayed i wanted both rooms if I had to pay for 2. I then checked my credit card a few days later and I had been charged another $252.73. I called the hotel again spoke to the same person as before. She had no idea what that charge was and would look into and call back. I never heard back from her so I decided to call the corporate office. I spoke to **** **** of ********** Support. She took all the information and wrote an email to Hyatt Topeka asking what the extra charge was and also told them of the accidental room reserved and asked if they might cancel it and give us a refund. I'm sad to say the only response back was that we "allow" us to cancel the room but not receive a refund. Once again keep our money but cancel the room. They don't mind breaking their no change/ no refund policy to cancel it but not break the rule to refund the money. I have an email from **** this happens all the time.

  

  Business Response

  Date: 04/13/2025

  Guest's concerns have been escalated to the General Manager of the hotel who has reached out to the guest to address the issue and resolve.  

  Customer Answer

  Date: 04/14/2025

   
  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:03/26/2025

  Type:Service or Repair Issues
  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.

  In 2021, my wife and I bought into the *********************** vacation package. A part of this package included the World of Hyatt rewards membership at the Globalist package. We were informed during this sale that we would accumulate points and be able to use said points towards future travel. Since that time we have taken no few than 6 trips, booked through the World of Hyatt account and yet to receive a single point. Part of the issue, we found, was a clerical error made by the World of Hyatt team that they have refused to correct. After much back and forth, we became agreeable to the fact that we lost the points for 4 of these trips due to the timeline expiring. However, in February of 2025, we booked a trip to *******. During that trip we met with the world of Hyatt team onsite at the resort and they assured us that all the paperwork looked correct, and we should receive our points. I checked this evening, March 26 2025 at 7;30PM, and found that still no points are being credited to my account. I feel that I was sold goods under a false premise, and would like to seek a settlement for the points that are not being credited to my account.

  

  Business Response

  Date: 04/05/2025

  Guest has been contacted. The guest has not replied.
  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  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.

  This took place March 24th. My partner and I purchased a resort pass and spent nearly $400 at the Hyatt, expecting a relaxing experience. While enjoying the pool and hot tub, we shared some kisses and cuddlesnothing inappropriate. However, another guest falsely accused us of sexual behavior, specifically claiming that I had removed my bottoms, which was completely untrue. This accusation was addressed to us publicly in front of the entire hot tub, leaving me humiliated.The same guest then continued to harass us, insisting that my bottoms were off, despite this being entirely false. Feeling deeply upset by the unfair treatment, I approached management to express my concerns. Initially, the on-duty manager appeared to listen, but instead of addressing the harassment or investigating the claim, she told us to leave, stating that my attempt to escalate the matter was disturbing other guests. However, there were no other guests visibly affected, and I had approached the situation as discreetly as possible, though I was understandably tearful.When we asked for the general managers contact information to file a formal complaint, the same manager returned and threatened to have the police ****** us out. This reaction felt completely out of proportion and further added to the distress of an already upsetting situation.I am deeply disappointed by how we were treatedpublicly humiliated over a false accusation, dismissed when we sought fairness, and then threatened with police involvement simply for standing up for ourselves. This experience has left me shocked and upset, and I am requesting a formal review of how this matter was handled.

  

  Business Response

  Date: 03/31/2025

  Guest has been contacted and resolution found

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  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.

  On March 16th, I booked a room at the Hyatt Centric Arlington. I arrived on March 21st, I paid in cash at the hotel, and they asked me to swipe my card for a $100 deposit, saying it would be refunded soon. The supervisor then assigned me Room 811. When I entered, I noticed continuous loud noise coming from outside the windownot from the air conditioning. I recorded videos and audio of the noise. I specifically needed a quiet room because I had an online exam to take on my laptop. Additionally, the bathroom in Room 811 had a strange odor, and there was a sharp, screeching noise, as if something was broken. I also recorded videos. Supervisor moved me to Room 720. Upon entering, I found it still very noisy. After enduring it for a while, I couldnt take it anymore and went back to the supervisor. She then assigned me Room 719, which I assumed would be on the opposite side, but it was just next to 720 and just as noisy. I said, "This is the third time youve done this. Ive recorded everything. If this happens again, I demand a refund so I can stay at another hotel!" She then offered Rooms 602 and 902 for me to check, but also told me sheve already changed my room four times; I cant do it again." When I went to inspect these rooms, they were still noisy. While checking the rooms, I passed a few being cleaned and noticed they were very quiet. They asked me to sign a document stating that I wanted to change rooms, implying it wasnt their fault. I insisted they amend the words. The manager even told the supervisor, "You can't write anything on it" told me if I want them to refund, I must sign They returned the cash payment, I asked about the $100 deposit, the said, "Once we cancel the reservation, the money will be refunded immediately." However, on March 25th at 4:24 PM, Hyatt Centric Arlington charged my card $388.84 without my authorization, and the $100 deposit still hasnt been refunded. I now demand a full refund of all the money I paid to this hotel!

  

  Business Response

  Date: 03/27/2025

  Guest's concerns have been escalated to the appropriate management team who has been in touch
  with the guest

  Customer Answer

  Date: 03/29/2025

   
  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:03/25/2025

  Type:Product Issues
  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.

  A June 23-June 30 hotel reservation was booked by a travel agency. On Monday, we reached out to cancel our reservation at Hyatt ************** downtown. We have been told by the travel agency, that the hotel is only giving us a partial refund, and I would like to be provided with information from the hotel why we are only especially since the reservation isnt until the end of June.

  

  Business Response

  Date: 04/01/2025

  **************** reached out to guest to advise there is no penalty to cancel the hotel reservation. Guest has been advised to reach out to the travel agent who booked the third-party reservation to cancel. 
  
  

  Customer Answer

  Date: 04/02/2025

   
  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,
  
  **** Roundtree ********