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 Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

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: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 ********

• Initial Complaint

  Date:03/25/2025

  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.

  Hyatt Member ID: ********** ** ***** travel card points were transferred twice to my Hyatt account ( Duplicate transactions). I initially transferred ****** points, but they werent appearing in my Hyatt account. I then made the transfer a second time and proceeded to book my stay. ** Hyatt account now shows a balance of ****** points, which I would like to transfer back to my ***** travel card. I contacted Hyatt using chat option, explained the issue and requested to reverse the duplicate transactions but they refused. It is requested to kindly revisit the issue and assist with refund of ***** points back to my ***** travel card

  

  Business Response

  Date: 03/29/2025

  Member has been responded to and information provided

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23113283
  
  I am rejecting this response because: Hyatt Hotels business contacted me the acknowledged the issue but they refused to help and asked me to contact ********** to reverse the duplicate transaction. The problem is ********** and Hyatt Hotels are business partners and they should contact each other to resolve this issue rather than each business asking me ( customer ) to contact the other business. Issue can only be resolved if both ***************** ***** and Hyatt Hotels coordinate with each other directly to resolve the issue.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/07/2025

  The guest has been contacted, and we have explained the Terms & Conditions

• Initial Complaint

  Date:03/24/2025

  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.

  On July 15, 2024, at a Hyatt ************* presentation in *******, **, we were told about long-term benefits and rental potential. They said it was good for our daughter's future. We agreed, but they didn't mention maintenance fees could increase. A "free" trip was a sales pitch for upgrades, which we declined. Since January 2024, financial hardship has stopped us from using our points, and we want to cancel the contract. The sales *** said we could rent out vacation days. We agreed when they talked about finances. We were told maintenance fees were fixed. They offered a lower down payment and more points. We signed the contract. We were promised a "free" trip to learn how to use points. Before the trip, they offered more points for a discount. We declined. They said our points were low. We said we couldn't pay more. They said the trip was for upgrades, so we canceled. We had no contact until January 2024, when ***** was hurt and couldn't work. We can't use our points now and want to cancel.

  

  Business Response

  Date: 04/01/2025

  We have escalated this to the appropriate management team who has reached out to the guest. 

• Initial Complaint

  Date:03/23/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Hyatt Hotels regarding their refusal to honor their advertised Best Rate Guarantee (BRG) policy, despite clear evidence that my claim met the stated criteria.Hyatt prominently advertises on its website that if a guest finds a lower publicly available rate on another site, they will not only match it but also provide an additional 20% discount. Relying on this assurance, I submitted a *** claim for my reservation at the Grand Hyatt DFW (Confirmation Number: *******, Arrival Date: 04/17/2025, Departure Date: 04/18/2025). The lower rate I identified was publicly listed on ***************** at the time of my claim. I provided Hyatt with multiple screenshots demonstrating this, yet my claim was denied without a clear or policy-based justification.Hyatts response included a "************* frequently fails to have reservations reflected in the hotel's system however it's cheaper in my case and I proved that. This explanation is both vague and inconsistent with Hyatts published BRG terms. Additionally, when I attempted to book directly through Hyatt at a lower rate prior, their website repeatedly crashed at the payment stage, preventing me from completing the reservation. This technical issue further obstructed my ability to obtain the best rate through Hyatts own platform.Further exacerbating the issue, I previously had all my Hyatt Gold Passport loyalty points wiped out without explanation and was forced to open a new rewards account. I am seeking the following resolution:Hyatt should honor its Best Rate Guarantee by adjusting my reservation to the lower rate I submitted, along with the additional 20% discount per their policy.I appreciate the BBB's assistance in addressing this deceptive business practice and look forward to a resolution.Sincerely,**** ********

  

  Business Response

  Date: 03/26/2025

  Guest has been advised of Terms and Conditions of the Best Rate Guarantee Program. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23104761
  
  I am rejecting this response because this is false advertising and blatant attempt to accept responsibility and correct.
  

  ************* Legitimacy Traveluro is a well-known booking platform that publicly lists rates available for reservation. Could you please provide further details on how Hyatt determined that this site does not fulfill reservations as intended? This is a vague, generic response. If there is specific evidence supporting this claim, I would appreciate the opportunity to review it. However the price was listed at lower rate and ready for purchase. I gave you everything needed and requested for that, within the rules. At least at this this feels like false advertising by your company.
  
  
  Furthermore, your site had a lower rate the day prior and your site kept crashing as I entered in my credit card details multiple times and the next day it went through at the higher rate. 
  
  
  Last but not least, your company completely mishandled my account and all of my points went missing and was forced to start a new one with zero balance, which is unethical. 
  Now here we are ready to give your company another opportunity and its another opportunity ridiculous situation with Hyatt. 
  Given these points, I kindly request a reconsideration of my claim or a more detailed explanation regarding the decision. If Hyatt chooses not to honor the Best Rate Guarantee, we will cancel our reservation entirely and will no longer consider staying at any Hyatt properties in the future.
  
  
  I value Hyatts commitment to customer satisfaction and look forward to your prompt response.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/31/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:03/22/2025

  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.

  Stay: Feb 28-Mar 5, 2025 at Secrets ************ *************** I paid $5,000 for a "Preferred Club Junior Suite Ocean View Private Terrace" room. This premium price (double a standard room) was specifically for the ocean view advertised on Hyatt's website, which showed unobstructed ocean views in all promotional photos.Upon arrival:1. Staff attempted to upsell us for $300/night despite already booking a premium room 2. Our assigned room had NO ocean view from inside - you had to step onto the balcony and look around a wall to see water 3. When we complained, the concierge confirmed that no actual ocean view rooms were available (contradicting Hyatt's later claim that all rooms were properly "categorized as Ocean View")4. We were promised a room change after 2 days (40% of our stay lost)4. On transfer day, our "******" **** was visibly annoyed by our inquiry and the promised 3pm room change was significantly delayed 5. The second room still lacked the advertised ocean view 6. Manager Nirvana, when shown website photos vs. reality, laughed and stated they were "just for marketing" and told us to "change our mindset"7. The balcony hot tub had no hot water, another advertised feature not delivered I filed a complaint with Hyatt, requesting a 50% refund (the premium paid for features not received). They responded offering only ****** points while insisting the rooms were properly "categorized as Ocean View" despite the obvious misrepresentation. We consider this insufficient.This constitutes false advertising and deceptive trade practices. I have photo evidence of:- ***************** showing panoramic ocean views - Actual room views showing no/minimal ocean visibility - Documentation of manager's admission that photos were "just for marketing"Requested resolution:- 50% refund reflecting the difference between premium paid and standard experience received - Formal acknowledgment of misrepresentation - Assurance that marketing materials will be updated

  

  Business Response

  Date: 04/03/2025

  We have escalated this to the appropriate management team to address. Hyatt hotels supports the hotel's handling. The hotel offered compensation to the guest that we feel is fair and equitable.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23103206
  
  I am rejecting this response because:

  
  1. Hyatt has failed to address the core issue of false advertising. Their website clearly markets "Ocean View" rooms with photos showing direct, unobstructed ocean views, yet the room provided had no meaningful ocean view whatsoever - a fact their own concierge acknowledged at check-in when they confirmed no actual ocean view rooms were available.

  2. The manager admitted these photos were "just for marketing" and not illustrate of the actual rooms - a clear acknowledgment of intentional misrepresentation that violates consumer protection standards.

  3. The compensation offered (****** Hyatt points) is grossly inadequate for a $5,000 stay where the primary premium feature that justified the higher cost was entirely absent.

  4. Staff treatment was dismissive and demeaning rather than addressing the objective discrepancy between advertised and actual accommodations.

  This is not about subjective disappointment but about objectively verifiable false advertising. I paid nearly double the standard room rate specifically for an ocean view that did not exist as advertised. Hyatt's unwillingness to acknowledge this misrepresentation or offer appropriate compensation demonstrates a troubling disregard for consumer trust and transparency.

  I request that the BBB continue to note this as an unresolved complaint reflecting deceptive marketing practices. 

  
  Sincerely,
  
  **** *******-****

  

  Business Response

  Date: 04/13/2025

  The guest concerns were escalated to the appropriate management team who has reached out to the guest. The guest accepted compensation from the hotel that we feel is fair and equitable. Hyatt hotels supports the hotel's handling. 

• Initial Complaint

  Date:03/22/2025

  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.

  My family and I recently stayed at one of your locations, and experienced one of the worst stays in a long time. We are frequent travelers, and enjoy spur of the moment travel. Upon checking in we first noticed that one of the elevators was down, leaving one for the entire hotel. Entering the elevator we were met with the smell of marijuana. Once we made it to our floor, we were met with the smell of wet dog and urine. Once we made it to our room, we could tell the room had not been serviced in months, mold in the bathroom, and what looks like rust in the bottom of the tub, along with a very musty smell. The toilet made noises all evening. And the sounds from the interstate kept us up most of the night. The next morning when we made it to breakfast we were met with thawed ego waffles and soured yogurt. We made a complaint with customer service who seemed to not care about any of our concerns but were told the manager would give us a call, which has yet to happen. I would be embarrassed to have my name associated with that building.

  

  Business Response

  Date: 04/04/2025

  Guest has been contacted, and resolution has been offered. 

• Initial Complaint

  Date:03/21/2025

  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.

  On 3/2/2025, I received an e-mail from Hyatt Consumer Affairs, stating that ****** points have been removed from my Hyatt account due to the cancellation of #******** at *********************** for 5/12-15, 2025. They are stating that the 66K points were tied to the reservation, so when I canceled it, the points were taken from my account. However, at no point were we informed during that conversation that canceling the *********************** reservation would result in forfeiting the 66K points, leading to this ******** understanding was that the 66K was a customer recovery for the miscommunication with my initial reservation (#********) at Hyatt Ziva Cancun, where I originally received 84K points from Hyatt to assist with the award chart change. During a call with My Hyatt Concierge, we were advised that we could cancel and rebook that Ziva Cancun reservation without losing any points. However, when I did so, I lost 84K points. When this happened, the same MH Concierge kindly stepped in to assist by crediting 66K points, allowing my wife and me to celebrate our babymoon in May at Impression ************ (#********), which we greatly appreciated. However, when I made changes to #******** to use the points towards earlier reservations, we lost the 66K points. Not knowing this would happen, I reached back to MHC asking for ********************* of the lost points, since I was not told that I would lose the points if I made any changes. While the *** apologized for not advising me that the points would be removed if the reservation is canceled, she is not helping me to recover the points lost, despite multiple e-mails for assistance. Therefore, I have no choice but to request a resolution through BBB. Would appreciate your assistance, thank you.**** ****

  

  Business Response

  Date: 03/28/2025

  Guest has been contacted, and resolution has been provided. 

• Initial Complaint

  Date:03/20/2025

  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.

  Booked a room for 4 nights through *********, total came up to ****** and after finding out parking for the hotel is *****, so I called ************ the hotel, talked to ******, she was very rude and said this issue is not her problem., to call ********* since it is a 3rd party reservation, so she gave me the number to ********* ************ to get the money back and to cancel the hotel, so the person at ********* asked why is the reason for cancelling the room, I explained because of the charge for ***** parking in a unsecure parking, no fence or gate to go through, or no parking garage. The person at ********* said they would call the hotel where ****** answered the phone and she denied the refund because it wasn't a good enough reason to cancel, even though I paid ***** for the protection plan to a refund, ****** still denied the refund. When I explained to her she said it was not her problem which is very bad customer service. I have never delt with a hotel that would not refund money. The dates are for April *****, enough time to refund the money and giving the room to someone else. So I thought by cancelling the room on the ********* would result in the refund it did not, so I asked the representative from ********* and the cancellation be reversed the representative said no but since it shows on ********* it is cancelled it wouldn't show on the Hyatt hotel end, so I called again to ask if the reservation was still in the system, but ****** said it is NOT, so I explained that when the representative from ********* called ******, the representative stated you asked ****** not to cancel the room, and ****** told the ********* representative she would not cancel the room on the Hyatt side, but when I talked to ******, she said she is not in control of cancellation. I really don't know what her job is at the hotel., All I want is my ****** back since I will not be staying at the Hyatt Hotel in ***********, **. This hotel is ripping people off. REFUND WANTED

  

  Business Response

  Date: 03/24/2025

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

• Initial Complaint

  Date:03/17/2025

  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.

  I reserved a room at Hyatt place on Saturday, March 16th to March 17th. My friend and I were planning on having a stay cation with our kids. I booked the hotel room via a third party which was Expedia. The amount that I paid for the hotel was $136.99. We checked into the hotel a little after 7pm. When we got into our room we inspected the beds and noticed blood stains on one of the comforters as well as a maggot on the bed as well. There was also a red stain on one of the bath towels in the room. Also there was no shower gel in the shower at all. When we told the front desk they let us know that there was no housekeeping in the building at the time. We were provided sheets to change out the bedding, but they were out of the comforter/thicker blanket for the beds so we didn't have the proper bedding. I spoke with the general manager ****** and I asked him if he is able to approve a refund for the hotel so that we could leave. ****** told me he is unable to approve that and the front desk manager would have to do it. Due to this being booked via a third party they would need the hotel to tell them it is okay to refund it and then the third party would do so. ****** denied the refund due to me asking if he was racist due to the treatment I was receiving. He also told me that I needed to leave the hotel and find somewhere else to stay due to wanting a refund based off of having to deal with a nasty hotel room. I let him know that we will leave I just would like a refund. He said he can't help me and I need to leave or he will call the police and I let him know that he can call the police but we were already going to leave. In the end I just want to receive my money back. We left the hotel a little after 10pm so in total we were only at the hotel for 3 hours.

  

  Business Response

  Date: 03/24/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports 
  the hotel's handling. The guest has been advised of the hotel's findings. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23076741
  
  I am rejecting this response because:
  The Hyatt told me that the hotel is denying the claim due to not being provided proof and they never asked for any. Attached are photos of the blood stains on the comforter as well as a time stamp when the picture was taken. 
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/30/2025

  Hotel has explained policy of refunds and third-party reservations to guest.