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 Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

• 

  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

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: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.

• Initial Complaint

  Date:02/12/2025

  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.

  Date: 12 February 2025 This complaint concerns policy and guest services. I checked into the Hyatt Hotel on 3 February 2025. Upon check in I had paid for two guests for the duration of the stay. My bookings were completed through ***********. I did not have the identification of my guest to present at the time and advised the front desk. My guest was delayed due to work and scheduling arrangements. on the 12th of February I went to the front desk to provide identification as required prior to their arrival. I was speaking to ****** ******* about this. He advised that the guest would not be able to stay due to not registering the guest upon my first day. Despite me explaining that my guest was delayed from scheduling issues, etc., that I had been paying for two guests for the duration of my stay and had no other guests register. I was still told my guest would not be able to stay, despite my purchasing of two guests.I asked to speak with a supervisor, to whom did not show up in an appropriate time frame. My guest was only a few minutes upon arriving to the hotel after a four-hour trip to get to the Hyatt. I was only presented with pending charges and at that point I decided to check out of the hotel and cancel my pending extension for another week. I had to rush upstairs, pack all my belongings. My guest arrived, and had to wait in the lobby with luggage in hand while I explained to them they were not allowed to stay due to the policy . I had to locate another hotel in minutes to accommodate my guest and our stay.Again, I was told again of pending charges. I had to explain that I had a credit card on file for the duration of my lengthy stay, so simply place the charges on the card per normal. I was assisted by another person at the desk and ignored by ****** ******* and never was met by Supervisor ******* *****. I will no longer utilize the Hyatt Hotel, business or professional. Horrible policy and procedure.

  

  Business Response

  Date: 02/23/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest requested changes that do not align with hotel policy.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22931793
  
  I am rejecting this response because:  I think a refund for my stays is required to satisfy my stay.  I paid for TWO ******s for the duration of my stays, and was not allowed a second ****** / guest.  As well, i had to rush to find another hotel within minutes to accommodate my guest upon arrival.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/02/2025

  We fully investigated this matter fully with the assistance of hotel management. The guest requested changes that do not align with hotel policy. The guest was advised of this policy prior to check in and agreed by signing and dating the hotel's companion registration policy. Hyatt Hotels supports the hotel's handling.

• Initial Complaint

  Date:02/10/2025

  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.

  Transaction Date: 01/09/2025 Hotel Stay: 01/09/2025-01/12/2025 Room Number: 322 Amount paid: Completed transaction of $446.63 at check in on 01/09, company tried to charge card for about $500 on 01/12 at checkout. Never received security deposit back after 30 days. There has been multiple calls, also conference calls with the hotel and ********** regarding the status of the security deposit refund. Chime stated that they are not holding any deposits from Hyatt and do not see any type of pending deposit. The manager at the Hyatt, ********* continued to state that the bank is holding the security deposit and that he will not "continue to argue" about this issue any longer. There has yet to be any solution to this. D'Angelo also stated that I was never charged for my stay. Transaction statements from my bank proved that upon check in, the charge was completed for $446.53. I was emailed a credit but it is not valid at all.

  

  Business Response

  Date: 02/16/2025

  We fully investigated this complaint with the assistance of the property's executive management team. **************** confirmed with the guest's bank that there were no outstanding charges.

• Initial Complaint

  Date:02/09/2025

  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, ***** ******, am reaching out regarding a serious billing issue I experienced during my stay at Hyatt House ***** on 01/24/25. I booked a night for $118, but upon check-in, I was mistakenly charged over $1,100. The overnight front desk associate acknowledged the error & assured me the charge would be canceled immediately. Despite their assurances, the charge remained pending on my account for more than 10 business days, causing significant financial and personal distress.The front desk further promised that if the funds were not returned by the next day, I would be given a complimentary night. Since the money was not refunded, I did receive a free night, but this was not adequate compensation for the severe impact this situation had on me. I have been a loyal guest at Hyatt for almost 2 years, and every time I check out, my owed balance is typically returned to my bank immediately. However, this particular erroneous charge has lingered far longer than expected, requiring extensive time and effort on my part to dispute the issue with both my bank and the hotel.This situation has directly affected my finances and daily life. The $1,100 charge was intended to cover my food & housing for the week & because of this mistake, I was forced to redeem my Free Night Award (Category 1-7) for a night at Hyatt House ******* a night I would have otherwise paid forsimply because my funds were tied up due to this error. Additionally, I have lost valuable time from my job while dealing with this dispute, causing unnecessary stress and hardship.Given the magnitude of this financial and emotional inconvenience, I am requesting a Category 1-8 Free Night Award and additional Hyatt points as compensation.I appreciate your time in reviewing my case and look forward to your prompt ************* regards,***** ****** World of Hyatt # *********R

  

  Business Response

  Date: 02/17/2025

  Guest has been contacted, and compensation has been given. 

• Initial Complaint

  Date:02/07/2025

  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.

  Account cannot login, And was told someone would contact me to do ID verification within 48/72 hours. I tried both phone call to follow up many times, but still no email received yet to continue this process. I need to use my account to book further reservations for my upcoming travel. But I cannot do anything now. Case number : CAS4599892

  

  Business Response

  Date: 02/16/2025

  Guest has been contacted to offer further assistance and has not responded yet.

• Initial Complaint

  Date:02/07/2025

  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 friends and I went on a birthday celebration for my 40th birthday and we all got beg bugs bites all over our body. When we brought it to their attention, they dismissed the whole situation and they got a company to come and investigate and that company gave a paperwork stating no beg bugs were found. When we returned home, we all went to different doctors who all said it was beg bugs. They treated us poorly and kept speaking in Spanish about us thinking we did not understand what they were saying. We are still dealing with these bites and we will have scars permanently because these scars still remain after a whole month.

  

  Business Response

  Date: 02/16/2025

  Guest has been contacted. 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.
  

• Initial Complaint

  Date:02/06/2025

  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 are loyal Hyatt customers and stayed at ********************** throughout our honeymoon across Europe (Loyalty ID: ******027V, Confirmation Code: ****3465). For our stay in ***************, we redeemed a very large amount of points, but upon arrival, we discovered that none of the elevators were in service.While this was inconvenient for me, it was nearly impossible for my wife, who was dealing with health issues. The staff acknowledged the elevators were broken but offered no assistance or alternatives. As a result, we struggled to get around, ran late for planned activities, and nearly missed our flight.After our trip, we were initially unable to contact Hyatt due to my wifes health concerns. When we finally did, customer service dismissed us, citing various excuses and refusing compensation. We escalated the issue, only to receive conflicting responses and no ************* frequent Hyatt guests, we expected better. This experience has made us question our loyalty to the brand. We are requesting a full refund for our stay due to the accessibility failure and disruption it caused. If that is not possible, we ask for significant compensation in the form of Hyatt points or complimentary nights.We hope Hyatt will acknowledge the impact of this situation and take action to restore our trust in the brand.

  

  Business Response

  Date: 02/10/2025

  We fully investigated this complaint and offered compensation that we feel is fair and equitable.