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.

close

Find a Location

Hyatt Hotels Corp. has 632 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  300 Light St Baltimore, MD 21202-1092

• 

  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

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:03/06/2025

  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 husband and I booked a three night stay at Hyatt by ************* from Sept 20th, 2024-Sept 23rd, 2024, confirmation number ********. After check out I engaged with the Hyatt Customer Support team with a concern of finding drugs in our hotel room. immediately after finding we notified the front desk and requested the drugs be removed from our room and left from dinner. When we returned to the room in the evening, no action had been taken. The next morning on the way out to see the Falls we again reported it to the front desk and requested housekeeping vacuum it up. When we returned to our room in the evening housekeeping had been in our room and replaced the couch cushions but when we lifted them up the drugs were still there. My husband went to the front desk a third time and finally housekeeping was sent up immediately to vacuum up the drugs and the dried tomato on the carpets.Initially the ********** Support responded and assigned me a case number of CAS4412736. On October 1st, *********************************** back stating "due to my concerns they would be involving the executive management of the hotel and follow up". I was not contacted further, no refunds were issued. I emailed the guest care team for an update on November 27th, 2024. The response I received was that "the hotel informed the guest care support agent that they responded to me on October 3rd, 2024 (they didn't) and that they provided a refund of one night $288.57 (they didn't)." I immediately emailed back on November 27th, 2024 advising that neither of their statements were true and asked for the proof that they took either of the actions they claimed.Due to their lack of response I emailed on January 2nd, 2025. Noting my growing frustration with the hotels lack of concern or urgency in removing the drugs from my room, and now the continued dishonesty and avoidance.I want the apology and refund they lied about. In addition I want a full refund of the entire stay.

  

  Business Response

  Date: 03/19/2025

  This is being reviewed by executive management.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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 account was deactive by mistake, I still have upcoming reservations and I am not able to login now. I talked to the online agent, they said they could help me unlock, but now it still did not work.I think there must be some misunderstanding here. I am willing to help and provide any information needed to reactivate my account.Thank you in advance.Account: ********** Email: **************

  

  Business Response

  Date: 03/17/2025

  After a 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 and was provided with a number and email address to contact with any questions. We stand by our decision.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23027640
  
  I am rejecting this response because:
  

  I just replied to with the payment information for the fraud activity. I paid for the stays. They should investigate that. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/05/2025

  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 booked a room at Hyatt *****************. We leave on Saturday. I luckily noticed in my junkmail that I got a notice my reservation was canceled. I can find no emails from them before this requesting anything to stop the cancelation. The email says I didn't make payment within 72 hours. We travel to this resort every year. They said they couldn't help me until the location opened in the morning, since it was 6pm central time. I still called and they kept telling me they would get back to me. After 4 calls and no response I called in the morning. Someone at the Resort or in ****** said the reservation was now active again. I gave them a new CC number, which I just noticed doesn't have enough on the card due to a large business purchase. I called again and the Hyatt website and the US representative still shows the it canceled. I need a straight answer, I would love to pay to lock in the reservation. I was told that it should have been paid at the hotel upon arrival but I don't trust them and can't take the risk to be stranded in a foreign country!

  

  Business Response

  Date: 03/09/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:03/04/2025

  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 was charged by the hotel incorrectly. The room was prepaid and when I sent both receipt to the business there was no response at all. I called three times and emailed. No response. *************************************** email responses. I have proof the company paid and that I paid and I know that 653 isnt a lot to most people but it is to a single mom working side jobs to make ends meet.

  

  Business Response

  Date: 03/06/2025

  Guest has been contacted and resolution found

• Initial Complaint

  Date:03/04/2025

  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.

  Subject: Urgent: Refund of Holds and Deposits from February Stays Email used for reservations: *********************** Dear Hyatt Customer Service,I am writing to formally escalate an issue regarding the refund of funds from my stays at Hyatt during February. Despite these charges being labeled as holds and deposits, I have yet to receive any of the amounts back, despite leaving the rooms in impeccable condition.I have already contacted both Hyatt customer service and the individual ********************** twice regarding this matter, yet I have received no response. This lack of transparency and accountability raises serious concerns about your business model, particularly as a global hotel chain that seemingly relies on customers not checking their ************* this point, I expect immediate action. Please provide a detailed explanation of why these refunds have not been processed and a timeline for when I can expect the funds to be returned. If I do not receive a resolution promptly, I will be left with no choice but to explore further action.I look forward to your immediate response.

  

  Business Response

  Date: 03/08/2025

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

  Customer Answer

  Date: 03/10/2025

   
  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:03/04/2025

  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.

  Hyatt cancelled my hotel reservation due to a late opening of the property without offering appropriate or reasonable alternatives.

  

  Business Response

  Date: 03/10/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:03/03/2025

  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.

  On Friday 28 February 2025 my partner and I booked a 4-night stay for a King-ADA room at the Hyatt Place ****************. Prior to booking we called the hotel and spoke to a manager named *** to confirm the ADA room features and availability. My partner has disabilities that affect her vision, hearing, and mobility, and uses a walking cane, and we informed the manager that we would need assistance upon arrival. I called the front desk and spoke to a front desk associate named ***** to request luggage assistance. ***** replied, "There is no one to help with your luggage, we can give you a luggage cart." I informed ***** I spoke to *** and he confirmed that we would receive assistance upon arrival. ***** placed the call on hold and then disconnected the call. Upon arrival, my partner walked to the front desk and spoke to ***** directly. ***** did not greet my partner or welcome her, although my partner greeted her. My partner asked ***** to speak to a manager and ***** replied, "in regards to what?" She said, "We called earlier and spoke to *** about luggage assistance and he spoke to you, and you hung up" and ***** said, "I'm busy helping other guests." My partner stated that we also needed help, and ***** said, "There's a luggage cart behind you." My partner cannot push a cart full of heavy luggage. ***** said, "I'll send a house lady to help you" and my partner asked for a manager and ***** refused to call for a manager. ***** raised her voice at my partner and called her "unprofessional". My partner asked for the general manager's contact card and ***** deliberately handed her the wrong business card of a front office manager and wrote her name on the back. My partner reiterated the need for a manager, and ***** walked away. Another employee named ******* approached my partner and said, "What's up what do you need?" in a rude tone. The general manager finally met us and we shared what occurred. We felt so uncomfortable and unwelcomed we canceled the stay.

  

  Business Response

  Date: 03/15/2025

  Guest has been contacted, and the General Manager has addressed his concerns. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23006611
  
  I am rejecting this response because: according to the business' response to BBB, the Hyatt ********************** general manager "addressed my concerns" which is false. The general manager did not address my concerns; I was the one who initiated the reservation cancelation after my partner and I were treated with such disrespect and disregard by hotel front desk staff ***** and ******* after we requested luggage assistance due to my partner's medical conditions and disabilities. On Saturday 15 March 2025 I received an email from Hyatt Hotels ****************** representative ******** ******* which stated:

  "Dear Markenry ******,
  Greetings from Hyatt; I hope this message finds you well. 
  Thank you again for sharing your feedback. First and foremost, I am disheartened to learn that your expectations were not fully met during your visit, and I apologize for any shortcomings you experienced. I spoke with the General Manager at the Hyatt Place **************** / *************, and I was happy to learn he addressed your concerns while you were at the hotel. 
  If you find yourself in need of assistance in the future, please do not hesitate to contact me. 
  Best regards,
  ******** *******
  Guest Care Support" 

  In the desired settlement, I requested to be contacted by ******* *****, the *********** Resources Officer, as well as the Executive from Hyatt Hotels responsible for *** policies or accessibility policies. I requested that this complaint be escalated to the Hyatt *********** of Directors and Executive Leadership/Management team. I have not yet been contacted by any executive from Hyatt Hotels and the ****************** representative ******** ******* prematurely closed my complaint without escalating it to the proper executives. I would like to be contacted by at least one of these executives via email. Thank you. 

  
  
  Sincerely,
  
  Markenry ******

  

  Business Response

  Date: 03/25/2025

  While the guest was still at the hotel, the General Manager spoke with him to address his concerns. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23006611
  
  I am rejecting this response because: according to the business' response to BBB, the Hyatt ********************** general manager "addressed my concerns" at the hotel, which is false. The general manager did not address my concerns; I was the one who initiated the reservation cancelation after my partner and I were treated with such disrespect and disregard by hotel front desk staff ***** and ******* after we requested luggage assistance due to my partner's medical conditions and disabilities. On Saturday 15 March 2025 I received an email from Hyatt Hotels ****************** representative ******** ******* which stated:

  
  "Dear Markenry ******,
  Greetings from Hyatt; I hope this message finds you well. 
  Thank you again for sharing your feedback. First and foremost, I am disheartened to learn that your expectations were not fully met during your visit, and I apologize for any shortcomings you experienced. I spoke with the General Manager at the Hyatt Place **************** / *************, and I was happy to learn he addressed your concerns while you were at the hotel. 
  If you find yourself in need of assistance in the future, please do not hesitate to contact me. 
  Best regards,
  ******** *******
  Guest Care Support" 

  
  In the desired settlement, I requested to be contacted by ******* *****, the *********** Resources Officer, as well as the Executive from Hyatt Hotels responsible for DEI policies or accessibility policies. I requested that this complaint be escalated to the Hyatt *********** of Directors and Executive Leadership/Management team. I have not yet been contacted by any executive from Hyatt Hotels and the ****************** representative ******** ******* prematurely closed my complaint without escalating it to the proper executives. I called Hyatt Place **************** and spoke to a front desk manager named ****** ***** requesting to be contacted by a regional or C-suite level executive, and she interrupted me and spoke over me several times as I was speaking. She refused to escalate my complaint, similarly to the way ******** ******* dismissed and prematurely closed my complaint without escalating to the executives I requested to be contacted by. Why is Hyatt Place refusing to escalate this complaint?
  
  
  Sincerely,
  
  Markenry ******

• Initial Complaint

  Date:03/02/2025

  Type:Sales and Advertising 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 stayed at the Hyatt Regency on the ****** in *********** last night to celebrate our anniversary. We specifically chose this hotel because of our past positive experiences, but unfortunately, our stay was far from what we expected.Upon arrival, we were extremely disappointed to find the hotel undergoing renovations. The restaurant was closed, most of the lobby and seating areas were inaccessible, and overall, the atmosphere was far from what we had anticipated for a special occasion. When booking, there was no clear indication that these renovations were ongoing. The Hyatt website only mentioned that renovations would be completed in March and April 2024, which we reasonably assumed was outdated information, as our stay was in March 2025.Had we been properly informed, we would have chosen a different hotel for our anniversary. This misleading information significantly impacted our experience, and we feel that appropriate compensation is warranted. Given the circumstances, we request a substantial points reimbursement for this stay.

  

  Business Response

  Date: 03/10/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair 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 have a category 1-7 free night earn from world of Hyatt that expired on February 27, 2025. I have done my best to use the free night but was unable to. I was able to redeemed points in exchange for my expired free nights in the past which I found through threads on the internet as well as world of Hyatt own platform such as world of Hyatt on ********. Although Hyatt does not explicitly mention this option in their member guidelines but they also did not explicitly address that such an option is out of courtesy. They also fail to address this issue on their own ******** as it is discussed by members which is where I found out that I have this option. Since world of Hyatt continues to allow threads like this discussed online it is deemed that they acknowledge the option to exchange points for expired free nights. Therefore I am asking for ****** points for my expired category 1-7 free night as mentioned on their ******** and other online discussions and forums.

  

  Business Response

  Date: 03/06/2025

  The guest has been contacted, and the matter has been resolved. 

  Customer Answer

  Date: 03/06/2025

   
  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:03/02/2025

  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 stay at Hyatt Centric Downtown *********** from April 9, 2025, to April 12, 2025 under the expectation that a promotional offer (Code: *****) would be applied to my reservation. The promotion, which was clearly advertised on Hyatts website, included two drink vouchers per day at ********* and Lounge.However, despite entering the code at the time of booking, Hyatts system failed to apply it, and I was not informed that the offer was unavailable for my dates before completing my reservation. If the offer was truly unavailable, Hyatt's system should not have allowed the booking to proceed without notifying **** immediately contacted Hyatt **************** to resolve the issue, but they refused to honor the offer, citing "availability" concernsdespite the terms of the offer not listing any blackout dates at the time of booking. The offer terms also state that if it is unavailable, "an alternate offer of similar value will be offered", which Hyatt has refused to provide.I escalated this matter to Hyatts *************************** (Case #CAS4704814) on 2/24/25, but after multiple follow-ups over numerous days, I have been ignored. Hyatt has failed to respond to my valid request or provide any resolution.Desired Resolution I am requesting that Hyatt:Honor the original promotion and apply the drink vouchers to my reservation, OR Provide an alternative offer of equivalent value, as outlined in the terms of the promotion.I booked this stay based on Hyatts advertised offer, and it is unfair for Hyatt to deny a promotion due to their own systems failure while ignoring my requests for resolution. I expect Hyatt to uphold their commitment to customer service and respond to this complaint in good faith.

  

  Business Response

  Date: 03/11/2025

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 03/12/2025

   
  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,
  
  **** *****