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 Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Hotels Corp.

  1 Avenue de Lafayette Boston, MA 02111

• 

  Hyatt Place Shelton

  830 Bridgeport Ave Shelton, CT 06484

• 

  Hyatt Hotels Corp.

  153 West 57th Street New York, NY 10019

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:03/01/2025

  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.

  I spent almost $200 just for only one night at ******* location Buckhead Me spending almost $200. I expect a particular. Level of service It is 2025 Explain to me why this hotel and a lot of other locations dont have a smart TV with streaming services ******************* *******, ****, Amazon prime, and many other streaming services I had to go to ********* and spend $50 on a ******* stick just so I can entertain myself and will not get bored looking at the walls because hotel has no smart TVs only basic channels Obviously, ******* and Hulu are multimillion and billion dollar companies for a reason people use their service I would never stay at a Hyatt again because hotels dont have smart TVs and I should not have to go and spend $50 on a smart ******* stick just so I can enjoy myself I would expect this level of service at a red roof Inn or ******* or super 8 Motel I expect better level of service for $170 Somethingfor one night almost $200 I should get a refund, but I already know thats not gonna happen And the hotel charges a $50 deposit not just one time each night you stay on top of the nightly rate so that means you pay$50 on top of the nightly rate of 170 something dollars It is not 2005 it is 2025. Hyatt needs to do better if theyre going to charge people over $200 per night. And also, I was told by employee none of the phones in the hotel rooms work Again over $200 a night and the phones in the room dont work and no smart TV And I had trouble using the streaming service device that I purchased from ********* because the TV was not compatible Hyatt needs to upgrade TVs I hate when big million dollar brands and companies can legally scam you by charging you more money per night just because of Buckhead location And not because amenities dollar companies so they dont care about complaints so Im not not expecting a response response

  

  Business Response

  Date: 03/13/2025

  Guest has been contacted with proposed solution and has not responded.

• Initial Complaint

  Date:02/27/2025

  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 use my account as normal, but Hyatt closed my account and I have a lot of credit and free night and upgrade reward in my account

  

  Business Response

  Date: 03/06/2025

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23001239
  
  I am rejecting this response because:

  I use my account under the T&C, I need my accout back or cash out my rewards. Confiscating users' rewards is illegal!
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/10/2025

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision

• Initial Complaint

  Date:02/26/2025

  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 2/26/25 I made a reservation to travel from **** to ******** with my family. The package included the flight, hotel stay, and a rental car for over $900.00. When I confirmed the booking after paying, the itinerary only returned the hotel stay and the car rental. I would like that hotel to be fully probed for misleading customers. Very despicable for such a major hotel to be preying on hardworking American citizens. They only returned $362 back to me. They stole over $500.00 of my hard-earned money! Very nasty business!

  

  Business Response

  Date: 03/07/2025

  Attempted to contact the guest and they did not reply. 

• Initial Complaint

  Date:02/25/2025

  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.

  Stayed at Hyatt ****** near the convention center. Room was infested with moths. Each moth was about 1-2 inches in length. Had to keep calling maintenance to chase moths around my room all night. Maintenance man said the moths are known issue and that they were attracted to room below the 10th floor due to the humidity from the pool. Hotel staff said they had no other rooms so I should keep calling maintenance. I had maintenance people in my room late at night because I could not sleep because each time maintenance came more moths appeared. Was finally able to fall asleep and had to get up at 5 AM for the convention I was attending. I called maintenance because there were moths in the bathroom. They said they would be there soon to kill the moths. An hour passed and no one came I called again and the person who answered said they had no one to take care of the moths because she was the only person staffed at the hotel overnight so I would need to wait until 7. I asked why she didnt tell me that the first time I called and How was is that a hotel that is fully booked has only one person staffed overnight? She did not respond and told me someone was coming at 7. I missed my morning plans because I had to wait for someone to show up to kill the moths before I could use the bathroom. They finally moved my room and offered me points as compensation. I said the points needed to cover at least one night stay since the moths upended my whole first day and ability to sleep in the room. When I got back and talked to someone at the front desk they said they credited me ******. I said that wouldnt even cover one night and asked to speak to a manager. The manager was not available so they asked what would make me comfortable. I responded ******. When I spoke with the front desk again they said they got the approval to award ****** and it would be in my account in 5-7 weeks. The credit of ****** was applied but no additional credit. I have emailed and no response.

  

  Business Response

  Date: 03/04/2025

  The guest has been contacted and the issue resolved. 

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Re: ID # ********- ********************** Corp
  
  The business contacted me and was able to help me resolve. Thank you!
  

  
  

   Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/19/2025

  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.

  Feb 2, 2025 my family and I checked in at Hyatt Place, *****************, ** at 1:00 PM. I reserved a 2 bedroom suite. On 2/2/2025 our first night I noticed the room was not clean. There were particles on the floor in every room. The microwave was filthy with dried food on the walls and stains throughout. ( See pictures attached). I informed the front desk staff via phone the same night. Nothing was done or offered to make that right. On morning of 2/3/2025, a blood stain was noticed on a pillowcase. ( see picture attached ) Again I informed the front desk staff, I spoke to the manager. An African American man who did not seem concerned nor offered to corect the problem. When I pointed out his behavior, his comment was "I'm not over that area, I'm the manager for the front desk" If you had an issue with somnething I could correct that, I could help you". "But I will let the manager over that departmemt know". I was never contacted by management regarding this issue. On 2/3/2025 the toilet in one of the bathrooms stopped working. I immediately called the front desk, it was 11 pm. I was told there was no one that could fix it. I was offered to move to another room, which I declined, because it was late, my grandson was sleeping, and I was leaving the next day. All of the issues my family experienced the first 2 days, the blood being the most important, the hotel was not concerned about me and my family, I decided to stay in my room. Because of the inconviences during my entire stay, I would like to be made whole and receive a full refund.

  

  Business Response

  Date: 03/05/2025

  Guest concerns have been escalated to the new General Manager. We will continue to monitor until resolved. 

  Customer Answer

  Date: 03/07/2025

   
  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,
  
  ****** *****

   

  Monday 3/10/2025 Myself and the General manager are scheduled to talk via telephone

  ****** *****

• Initial Complaint

  Date:02/18/2025

  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 am filing a complaint against World of Hyatt regarding their failure to fulfill the terms of their Access Program in a timely manner. As part of this program, I purchased a package that included a four-night stay at Hyatt Escondido and a timeshare presentation. Upon completing the presentation, I was supposed to receive ****** points in my World of Hyatt account.I completed the timeshare presentation on November 2, 2024, yet I have still not received the promised points. I contacted World of Hyatt customer service multiple times over a month ago, and they informed me that they escalated the issue to the gifting department, which was responsible for crediting my account. However, the gifting department has not responded at all. **************** provided me with their email and phone number, but despite my repeated attempts to reach out, I have received no *********** has now been over three months since I fulfilled my part of the agreement, and more than a month since Hyatts customer service has been unsuccessfully trying to get a response from the gifting department. This ongoing delay, lack of communication, and failure to resolve the issue has caused me significant frustration and wasted time.

  

  Business Response

  Date: 03/02/2025

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

• Initial Complaint

  Date:02/18/2025

  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 are scheduled to be at your Hyatt Dreams all inclusive resort in the Dominican from 3/16/25-3/19/25 (reservation number ******- and yes, I understand that you recently purchased this property from Karisma Hotels). My husband cannot travel outside of the ** during this time because he was selected as a juror on a court case and is not permitted to travel. We can provide a letter from the attorney. I am simply trying to change our travel dates for later this year, after hurricane season, so that my husband and I can go on our planned and paid for vacation TOGETHER. Your team said it's impossible to change. We do not want a refund- we simply want to change dates of our trip.

  

  Business Response

  Date: 03/02/2025

  The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that the guest has been contacted.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22956487
  
  I am rejecting this response because: no one has contacted me, as your response said they did- that is false. 
  We just with for a refund for our two (disgusting/moldy/unkempt) rooms. 
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 03/09/2025

  The guest agreed to the cancellation policy when the reservation was booked. The executive management has declined to adjust the reservation or waive the cancellation due to the guest agreeing to the terms when the reservation was made. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22956487
  
  I am rejecting this response because: my husband is on a JURY and cannot leave the state- per court order! Which Im happy to show you! I know what we agreed to but these are truly extenuating circumstances, that are 110% out of our control. 
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:02/18/2025

  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.

  On 2/5/25 at approximately 8:30 a.m., I purchased a cup of coffee at the Hyatt *****************************. The address is ***********************************. The coffee cost $6.48.I handed over a $10.00 bill for the coffee and was informed the hotel did not accept cash. As such, I paid with a credit card. Upon completion of the transaction, I asked for a receipt. The hotel agent informed me the hotel did not have receipt tape and thus could not provide me a receipt.Several days later, I checked my bank account to discover the hotel charged me twice.I have made four calls to the hotel seeking resolution. Just yesterday, a hotel agent confirmed the double charge and assured me that the food service manager would call me to resolve the issue. I have not received any such call.This hotel has stolen $6.48 from me and I want it back. I find it ridiculous that an establishment such as this either cannot or will not credit me for the overcharge.

  

  Business Response

  Date: 02/23/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:02/18/2025

  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.

  The incident occurred on 17 Feb local time. I was staying under the confirmation ******** for ***** Feb. I asked for two nail clippers around 7:50pm and one of the colleague replied sure. The nails have already been embedded in my toes and it hurts so I waited in the room for ten minutes + but did not receive anything. I then went to have food. I then returned back to my room around 10:05pm, only to found theres no trace of nail clippers. I called again asking for two nail clippers & two slippers and one of the colleagues again replied sure. Until 10:20pm I have received the slippers but not the clippers. I called for a third time and another colleague told me they dont have any. I have writing this because I feel like I am being played with. The shopping mall below closes at 10pm, which means if they told me they had no clippers in the first time, I would have had the chance to buy one in the shopping mall. But before calling a third time, none of the colleagues at the hotel informed me of no clippers, which means I had to sleep with a nail cutting into my toes. I am not writing because they dont have a clipper, but thruout this whole incident, they all replied with absolute certainty but in fact failed, leaving me in an extremely uncomfortable situation, and also depriving the possibility of me solving the issue by myself.

  

  Business Response

  Date: 02/23/2025

  A member of the hotel's management team has contacted the guest and addressed his concerns. 

• Initial Complaint

  Date:02/14/2025

  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.

  Dear Hyatt Management Team,I am writing to formally express my disappointment with the service we received during our recent stay at ******************************************** in ************, ******. Our family reserved three rooms for the Valentines Day weekend, from February 14 to February 16, 2025, specifically requesting that they be adjacent due to the presence of four children (ages 7, 9, *****). However, upon arrival, we were informed that adjacent rooms were unavailable despite our prior request.Check-in took over an hour, and we were given no viable solution except for an upgrade at an additional costdespite this being an issue caused by the hotels failure to honor our request. This policy is unacceptable. When families book and request specific accommodations, they expect those commitments to be met. Other reputable hotels provide upgrades or alternative solutions at no extra charge in such cases.We made it clear that separating our rooms was not an option, as it posed a security risk for our children. However, the staff remained unresponsive, showing a lack of concern for guest experience. Instead of making an effort to resolve the issue, we were simply told there was nothing they could do unless we paid more.This experience did not meet Hyatts reputation for customer service and hospitality. Given the circumstances, I request the following:1. A resolution, such as a refund or credit for the inconvenience caused.2. Assurance that this issue will be addressed to prevent future occurrences.We chose Hyatt for its reputation, but this experience has shaken our trust in your brand. I look forward to a timely and satisfactory response addressing this matter.*** ***********

  

  Business Response

  Date: 02/27/2025

  We have escalated this to the appropriate management team who has reached out to the guest and is working with them to address the issues. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22944142
  
  I am rejecting this response because:
  Although you mentioned an escalation, no one has contacted me regarding these issues.

   

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

  

  Business Response

  Date: 03/10/2025

  We have escalated this to the Hyatt Inclusive Collection Support team who has reached out to the guest. Hyatt Inclusive Collection Support team is contacting the hotel to assist with resolution for the guest.