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:03/16/2025

  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 has not refunding me for a cancelled hotel reservation for 15 days. I have called multiple times regarding this . Prior to cancelling, I called to make sure I was outside of the 3 day cancellation to rebook at another one of their properties. I called one week ago and was told I would be refunded in 5 days. I called again today and was told there was no information attached to my booking and they are now contacting their finance/billing department. I was given case number CAS4750360. The bill from their website has no information attached to it.

  

  Business Response

  Date: 03/26/2025

  Guest has been contacted with a request for more information. The guest has not replied to any of the 3 attempts to contact. 

• Initial Complaint

  Date:03/16/2025

  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 stayed at this hotel with a resort pass reservation and paid in advance. Reservation #********. When I checked in on 5/13 the front desk representative checked me in incorrectly although I showed her all my information. She apologizes and tells me she didnt use the information provided. The check in process was very long with no explanation. The next day I was charged ****** by Hyatt Greenwich when I paid for my stay through Resort pass ******. I want to be refunded for ****** and I would like to know why my check in process was so difficult and what was done incorrectly.

  

  Business Response

  Date: 03/25/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:03/14/2025

  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.

  Hyatt Centric ******** is a complete scam. They don't even open the door, (the revolving door is NOT automatic at night or in the afternoon which doesn't make sense because it's ********), no one greeted me, and my room was not ready .... when it was, they gave me the wrong room number. They didn't take my bags to the room or offer to take them up. It is so stressful. It was such a waste of points and money. I am a Hyatt member and **** member but use a mix of hotels. This hotel is $300 a night plus a nightly destination fee, but they won't even deliver snacks or food from their own cafe to your room. I also called to place a morning order after the cafe closed, but they don't offer to deliver in the morning either! The room was clean but some of the outlets didn't work well, something with the lighting. I could hear it when using the "all on" option. I hated this hotel and cried in my room. This was awful and clearly a scam. I'm filing a complaint as well there is absolutely no way this is normal. Not for $300+ a night.

  

  Business Response

  Date: 03/23/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:03/14/2025

  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.

  We booked with Hyatt because of their Best Rate Guarantee - they are now saying that they aren't going to honor that. They sent me back a BLANK screen shot to prove that they are right - when I went to look at Trivago they are still cheaper. It seems Hyatt is trying to scam people.

  

  Business Response

  Date: 03/24/2025

  After thorough investigation it was determined that the guest request is invalid per the Terms and Conditions of the program. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23065636
  
  I am rejecting this response because: there are multiple booking sites that have their rates lower, that I have booked. Hyatt does not honor their commitment and should simply remove it from their website if they are not going to honor it.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/13/2025

  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.

  I reserved a stay at a Hyatt hotel from January 15 to January 19, 2025. Upon checking in, I relaxed on the bed but was bitten by a bed bug. After inspecting the bed, I discovered one and decided to pack my belongings and request a refund. Instead of processing my refund, a staff member relocated me to a different room on another floor, acknowledging the presence of bed bugs and advising me to inspect the new accommodations. Upon checking, I found blood stains on the sheets. I requested a refund again and was informed I needed to wait for a manager. After a few hours, while waiting in the meeting room, I noticed a dead ***** on the floor. When the manager finally arrived, she denied my refund request, stating they would arrange for an exterminator and would follow up within 24 to 48 hours. Unfortunately, I never received any further communication. Additionally, I was falsely accused of threatening staff, and my case was deemed closed.  

  

  Business Response

  Date: 03/25/2025

  We have fully investigated this complaint with hotel management. Following the guest's report, the hotel engaged a professional third-party company to thoroughly inspect the room, and their assessment found no evidence of bed bugs. Guest was contacted with the results. Because we understand this was a frustrating experience, we did offer compensation that we feel was fair.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23059560
  
  I am rejecting this response because:

  The hotel failed to conduct an inspection of the additional room assigned to me, which had blood stains from bed bugs, as well as the meeting room that contained a *****, especially concerning given that they serve food.
  
  Sincerely,
  
  ***** Giron *******

• Initial Complaint

  Date:03/12/2025

  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.

  Complaint against Hyatt Hotels Corporation, whose subsidiary, *******************, operates *********************** (UVC) and Secrets St. *****. Their mishandling of a resort delay has caused financial loss, misleading business practices, and poor customer ****************************** Impact:In Jan 25, I booked a vacation through UVC for Secrets ************** to celebrate my 15th wedding anniversary. At the time, the resorts website stated a **** 2025 opening. However, on Mar 4, I discovered, through my own outreach, the opening has been delayed until Nov 2025. A *** *** admitted they knew for over a month but were not required to notify me until Jun 1, just 3 weeks before my trip!This forced me and my traveling companions to scramble, incurring out-of-pocket costs:- $479.66 in extra airfare for me.- $159 in cancellation fees for a friend.- $2,062.33 in non-refundable airfare for another, leaving her stranded with a ticket to a country where she has no plan for accommodations.UVC offered me resort credit/membership incentives but refused to address my friends' losses, claiming non-members are not their problem, even though they were booked under my membership.Customer Service ********************* Practices:The QA Manager I spoke with on 3/11 and 3/12 was pushy, dismissive, and unprofessional, insisting I accept the offer. Meanwhile, as of March 12, 2025, the Secrets St. ***** website still falsely advertises a **** opening, misleading future travelers.Resolution Requested:- Immediate correction of the resorts advertised opening date.- Reimbursement of my friends $159 in canceled airfare.- Compensation for my other friends $2,062.33 losseither direct reimbursement or a comparable stay at Secrets Wild Orchid, ********- A change in **** notification policy to provide proactive notice for trip disruptions.I have been a loyal *** member, but this experience has severely damaged my trust. I urge Hyatt to act with integrity and make this right.

  

  Business Response

  Date: 03/21/2025

  Guest has been contacted and a resolution offered

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23056629
  
  I am rejecting this response because that solution was offered 3/12 by the rude QA supervisor, and mentioned in my initial complaint that I filed. There has been no solution offered since that time. I called today and spoke to the rep *** been working with at *** (we spoke on March 14, she left a message March 21 to assure me she was still working on it), and confirmed that I havent missed anything, shes still working with management to reach a solution for me. Please leave the case open, as no resolution has been reached. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/04/2025

  **************** is in contact with the guest and is working with them to address the issues.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23056629
  
  I am rejecting this response because as of now, its been three weeks since the person working with me indicated they had passed a solution to upper management. Nothing has been approved at this time by upper management, and I havent seen the proposal theyre considering. I cant consider this resolved.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/16/2025

  We have fully investigated the issue with the assistance of the executive management team of the property. We have confirmed that the information on the website is correct regarding the opening date. The guest cancelled their reservations based on third party information. The executive management team has declined to compensate due to the guest decision to cancel. We support their decision. 

• Initial Complaint

  Date:03/11/2025

  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.

  Hyatt offers a best rate guarantee which is supposed to price match to other sites if there is a lower price for the same reservation and offers a further discount of 20%. I have now submitted two claims, one of which was rejected right after filing stating that the rate was not public. There seemed to have been no research done, my screenshots were ignored and the links were not used as they were all clearly public sites and rates. I tried responding to the email to state the same and wasnt sent any response so I tried to call in to speak with someone from the price match department. I was told that they do not deal with all inclusive properties and only an online team with no direct line deals with those and to just submit another claim and then another claim if that one gets rejected because they are not able to do anything on their end. I submitted another claim and again it was rejected with the same reason and no way to get more information about why it was rejected other than a statement saying the rate is not public. This is just a way to deny people from getting the rate match policy and is misleading to have that guarantee if there is no way to get it honored.

  

  Business Response

  Date: 03/20/2025

  The guest has been contacted and provided with the terms and conditions of our Best Rate Guarantee program. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23053110
  
  I am rejecting this response because the business provided no solution and stated a policy that was not truthful or valid and did not respond to my email asking for further clarification and a resolution.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/30/2025

  Guest has been contacted multiple times to advise the reason why the Best Rate Guarantee did not meet our terms and conditions. As a gesture of goodwill compensation has been given.  

• Initial Complaint

  Date:03/11/2025

  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.

  I booked a room at Hyatt Place *************** for my husband and I to stay Friday, March 7th thru Sunday, March 9th. The first 24, we were oblivious to the filth. Saturday around dinner time, I went to take a bath. As the water filled the tub, black particles fell into the water. I was concerned but emptied tub and refilled. As I got into the tub, I was at eye level of the toilet. Much to my horror, I looked over (and did a double take) when i saw thick black mold/mildew under the rib. I got out and took pictures. It was about an inch wide all around the inside of the bowl. I took pictures of things in the shower that may have caused the black flaking as well, took photos to front desk to report it. I emailed the photos to the front desk. She said they'd be able to give me points for a new stay or something but would have to wait after check out and speak to manager. They had no room to move us too at that time.After a sleepless night (compounded by crazy weed-smoking neighbors fighting at 3:30 a.m. and screeching at 5 or 6, we fled the hotel around 5 or 6. I called several times to reach the manager, finally speaking to him 3/11 around 1:45. He wasn't helpful, didn't seem to care about the unsanitary conditions or the experience. I asked for a 50% refund. He accused me of being more concerned about the money then the health implications. He wouldn't honor whatever points, only offered $50 off. After I called corporate, they rerouted me back to him, he offered $50 off and $50 off a future stay at that hotel, like I'd ever return there. At this point, I'm asking for $170 to be refunded for the additional trouble I've experienced and the complete lack of concern over health code violations. I'm also filing a report with the *************** to investigate. Other rooms are probably the same. Can you please help me? For 24 hours I had to wonder what else wasn't clean--sheets, floor--and be exposed to dust with an asthmatic condition. The manager here doesn't care. 

  

  Business Response

  Date: 03/18/2025

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau: The Hyatt took care of this problem quickly and efficiently. I have received the requested refund of ****** on my credit card. Thank you for your assistance mediating this matter. Please close the complaint as solved to my satisfaction, quickly. Thanks.

  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/07/2025

  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.

  I stayed at Hyatt Place ************* / ************ from Feb 24 to Feb 28, 2025. The bedding was visibly dirty, and despite requesting a replacement, the new bedding was also unhygienic. This caused a severe allergic reaction, including hives, swelling, ***********, and difficulty breathing, requiring emergency medical treatment in *******, including an ****** injection.The hotel manager on Feb 26 promised a partial refund of $569 USD, but I have received nothing. Hyatt Corporate stated that only the local hotel can handle compensation. I have not received any compensation for my medical expenses, flight change costs, emotional distress, or the remaining portion of my hotel refund.I am requesting a total of $5,182 USD in compensation for:Medical Expenses: $800 USD Flight Change Costs: $813 USD Hotel Refund: $569 USD Emotional Distress & Lost Wages: $3000 USD

  

  Business Response

  Date: 03/16/2025

  The guest has been contacted, and a refund has been issued. 

  Customer Answer

  Date: 03/18/2025

  Complaint: 23035637
  
  I am rejecting this response because the business only offered a one-night hotel refund, and we have not received any form of compensation beyond that. This does not adequately address our concerns.
  
  Sincerely,
  Hui *** *****
  
  
  

  

  Business Response

  Date: 03/20/2025

  A full refund was given, and the guest has been advised. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23035637
  
  I am rejecting this response because:

  I have not received any full refund as claimed by the hotel. If there is a delay on the banking side, I have not been informed of any transaction or provided with proof.
  A full refund alone is not sufficient. As clearly stated in my original complaint, I am seeking compensation for the health issues I experienced due to my stay at the hotel. I have suffered ongoing allergic reactions which have seriously impacted my daily life and ability to work. The hotel has not acknowledged or addressed this part of my complaint.
  Until I receive both the full refund and appropriate compensation for the damages caused, I do not consider this issue resolved.
  
  Sincerely,
  
  Hui *** *****

• Initial Complaint

  Date:03/07/2025

  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.

  I stayed at this hotel from January 6 to January 8, 2025, in Room 630. On January 8 at approximately 11:30 AM, I left my room to borrow a hairdryer from a friends room. On my way back, I encountered a male hotel staff member who greeted me. I returned to my room, and while preparing to take a showerafter having just removed my pantsI was suddenly startled by violent knocking at my door, followed by the male staff member using a keycard to open my door without my permission.This happened at 11:40 AM, while my check-out time was at 12:00 PM. At that moment, I was partially undressed and felt deeply violated and enraged.I immediately reported this to the front desk and requested to speak with the hotel manager. However, the front desk refused to assist me in contacting the manager and instead sent only a female staff member along with the male employee in question. The male employee was extremely rude, initially denied opening my door, and only admitted it after I demanded to check the security footage. Even then, he tried to justify his actions by falsely claiming that he had the right to open my door after 12:00 PMbut I am absolutely certain that this incident occurred before noon.Despite my repeated complaints, the hotel has refused to take any disciplinary action against this employee and has refused to offer any apology or compensation. I escalated my complaint via email to the regional manager, yet the hotel still took no action against the *********** a paying guest, I had the legal right to the exclusive use of my room until check-out time, yet the hotel staff forcefully entered my room without consent, violating my personal security and privacy. This is completely unacceptable.I demand an immediate resolution to this matter, including:1.A formal written apology.2.A full refund of my stay.3.Appropriate compensation for the emotional distress and violation of privacy.4.Confirmation of disciplinary action taken against the employee.

  

  Business Response

  Date: 03/17/2025

  Guest has been contacted and resolution found