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 Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

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:02/06/2025

  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.

  This is a complaint for Hyatt's Dreams Los Cabos Property. There is more, but I'm trying to fit it all within the character limit.Not All-Inclusive on Arrival:On the first night, the resort failed to provide the promised all-inclusive amenities. We were unable to eat at resort & had to go into town for a meal, which was entirely unacceptable with the package we purchased. We were told by resort that we need to pay to eat at the restaurant.Beach ******************* Club:We paid extra for *************** expecting more amenities. Unfortunately, this was not honored. The Preferred area was not monitored, allowing other guests in the space. We were unable to get a spot at the beach on any day of our stay, so this extra cost was worthless.Uninhabitable Room Conditions: This is the most concerning aspect of our stay!Our room & the hallway were being spray-painted & painted during our stay, filling it with an unbearable paint smell. The staff was literally wearing gas masks while they completed the work, yet we were forced to suffer. For over half of our stay the room was not usable.The staff assured us the painting would stop, yet it continued, forcing us to endure the smell. I went down to the front desk and asked them why they lied to us and said they would stop & I was told that it needed to be completed.Instead of stopping this work they told us that we needed to switch rooms, which after being completely unpacked was very inconvenient. Then we finally agreed to this and they asked us to sign a waiver. I sent a picture to my lawyer and he said not to sign it - it was completely unreasonable for a hotel that was at fault to make us sign something like that. I did not sign it. We were able to still move rooms after much negotiation. They stuck us in a much older broken down room with no view (even though we paid extra for our initial view of the ocean on a Preferred floor). Also, the new room was not ready, leaving us without accommodations for an entire day

  

  Business Response

  Date: 02/15/2025

  Guest has been contacted and resolution found

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22907497
  
  I am rejecting this response because there has not been a resolution and this is a very serious matter. Even in the BBB complaint talks they have been shady and non responsive. I've sent a dozen emails trying to get a resolution. Nothing.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 02/22/2025

  Guest has been contacted and resolution found
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22907497
  
  I am rejecting this response because: they have not deposited a full refund of my points to my hyatt account like they said they would. They continue to lie.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/03/2025

  Guest has been contacted and resolution completed. 
  

• Initial Complaint

  Date:02/02/2025

  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 completed a stay at Hyatt Regency *******/Galleria from January *****, 2025 and received a folio where I was charged twice for valet parking on Jan. 15 and once on Jan. 16 totaling 3 nights of valet charges for my 2-night stay. On Jan. 29, I contacted the hotel to attempt to have the error corrected and to request refund for the overcharge and spoke with ******. ****** told me that she was unable to assist me with my request and that this was only something that a manager could do. When asked to speak with a manager, she told me that there was no manager on duty but that she would pass my message along and have the manager call me back upon return to the hotel which she told me would be the following morning. I asked ****** who the next manager returning to the hotel would be and she notified me that it would be someone by the name of ****** *******. After the call with the hotel, I contacted Hyatt member support directly and spoke with ****. I explained to **** the issue regarding the overcharge of valet parking and that I contacted the hotel and was not assisted by ******. **** placed me on hold to contact the hotel directly. Upon returning to the line, **** notified me that she experienced the same issue with ****** and that ****** should have been able to resolve the issue without the assistance of a manager. I expressed to **** that I would like to file a formal complaint against the hotel staff involved and **** provided me with a reference number of CAS4656644. I also further explained to **** the complexity of this issue as this was a corporate trip meaning that this could create an accounting nightmare for my company due to the way that the company's expenses need to be submitted. Prior to wrapping up the call, **** told me that someone from Hyatt's corporate office would be reaching out to me within 72 hours. Not only has no one from corporate reached out to me since my call, Hyatt Regency **************** has not reached out to correct the issue either.

  

  Business Response

  Date: 02/06/2025

  The guest has been contacted, and issue has been resolved. 

• Initial Complaint

  Date:02/02/2025

  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 November 29, 2024, I booked two rooms with double queen beds at **************************************** in ********** for an upcoming family trip. Upon arrival, the front desk receptionist asked me whether I could change my room to a single king bed room due to high demand for double queen bed rooms during the holidays. As a very understanding and courteous customer, I politely agreed to the change without asking for the price difference back. Then a traumatizing event occurred around 2am the next day. I was rudely awakened by very loud punching on my door and someone repeatedly shouting: "Open the door, you are under arrest!" I was shocked and terrified despite the fact that I didn't do anything wrong - understandably, anyone would be scared to be wrongly arrested by the police. I opened the door and the man kept saying: "You are illegally breaking into the room, bring your ID to the front desk." I complied and instantly brought my ID to the front desk. Upon verification, the man told me: "The system registered you with another room so I thought you broke in. I am sorry, I will ask the manager to give you some compensation." I went back to my room, but the trauma from the startling situation completely disrupted my sleep. I couldn't fall asleep for the remaining night and my wife also got frightened. Without sleep and filled with frustration from the unacceptable error, my family vacation was completely wrecked. During the rest of our stay, we didn't sleep well out of fear that the nightmare would happen again.Instead of getting the service that I paid for, I got mental trauma and health damage. In my reply, I refused the settlement. It was entirely insensitive to compensate me with points for a future stay at such a poorly managed hotel. I asked for full refunds for the two rooms and plus mental damage compensation, and I didn't get any reply from the hotel. Their clear message is that this nightmarish experience is only worth 5000 points or $50 to the hotel.

  

  Business Response

  Date: 02/05/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:02/01/2025

  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.

  Ive been dealing with Hyatt because of their involvement in ************************ *** reached out asking Hyatt to self in for the unethical business practices of ***, they they refuse to be of assistance. Hyatt endorses the practices *** uses to scam and ******* people out of money. This makes Hyatt responsible. The Hyatt name in good reputation and brand loyalty disguises an otherwise crooked company - ************************ *** tell you many things during a sales process with are not true, only to find out weeks later at an onboarding call that cant be done. Hyatt hotels for a flat weekly rate by being a member. I have called Hyatt and talked with some employees, and they have no idea what UVC is and how to redeem what I was told. I want Hyatt to own their involvement in this crooked company and escalate my consumer affairs inquiry. I have been told multiple times it cannot be escalated and UVC must engage. *** doesnt respond. Hyatt is hiding because they enjoy the revenue from swindling their customer by way of ***. No ethical company or person wound endorse these practices. It is sad to see that Hyatt does endorse these practices and most of the public doesnt know. Ive lost $3440 with this engagement and been fighting for over 16 months. Its a ***** vs Goliath scenario except ***** (me) continues to lose to corporate greed and unethical business tactics clouded by brand loyalty - Hyatt. I now know and will never stay at Hyatt hotels again until they clean up and own the situation. Ive already shared an will continue to share this experience to save others from this shill of a company.

  

  Business Response

  Date: 02/14/2025

  We have escalated this to the appropriate management team who has reached out to the guest. They have explained the terms and conditions of their contract.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22886185
  
  I am rejecting this response because:

   

  UVC is owned by Hyatt and Hyatt endorses the scam sales tactics and lies that *** uses to sell their services. This is a scam awaiting to be blown open. I choose to be on the right side of society and stick up for everyone rear ended by Hyatt and UVC. Get a conscious, Hyatt. This is outrageous business practices and you know it. It is interesting to see your staff is well trained to divert to ***. I assume Im not the first one to complain. Its ok, I expect you to ignore and just go on with business as usual. How many more families will *** steal money from before you develop said conscious? Im not mad, Im disappointed.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/24/2025

  We have escalated this to the appropriate management team who has reached out to the guest. They have explained the terms and conditions of their contract that they entered into.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22886185
  
  I am rejecting this response because:

   

  I have nothing to supply. Its amazing to see Hyatt stand behind corrupt practices. No worries, Ill be sure to share the word and avoid any Hyatt property in the future. 
  

  Feel free to close this case just know I dont accept this and want it to be known that it is rejected. Hyatt doesnt care about its clientele, or they would do something about this instead of knowingly stand behind shady international business practices.

  
  
  ***** *****

• Initial Complaint

  Date:01/31/2025

  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 of Transaction: 25th-28th January 2025 I spent $343.24 on the stay for 25th-27th, and was charged $700 on one night on 27th to 28th which the original booking price is $216.09.The business committed to provide hospitality in a reasonably liveable condition to me. The issues are two folded. Firstly, on the date of arrival, 25th, there was no AC to my room for the entire night where it was sub-zero degree conditions in deep winter in **********, this problem was not solved until the following day a hotel engineer has come. Applicable laws should require heat and working AC. I fell sick after the freezing conditions because of the stay. I have requested a refund on this trip due to the extenuating circumstances. Secondly, there was no itemized bill sent to me for the *****th stay, there is a bill for the previous booking. Until I found out there is a charge of $700 to my credit card for one night, only to call back by phone they are still not able to provide any receipt or billing. They mentioned the charge was regarded to missing items in the room, including coffee makers and tray and pillows. I had repositioned the coffee makers and tray to a different location in the room because I want to plug my own kettle there, I remembered it was there but they were unable to locate it. Also I am not aware of how many pillows were there before I came or audited the number of pillows when I left. I do not need that many pillows so housekeeping picked that up. They refused to provide any assistance to search for missing items or breakdown of costs of the accused missing items but charge a random amount. If items are misplaced there should be effort to find them. They are missing just within the hotel itself. It was the first time I was staying in Hyatt, booked through a third party system online, they did not received the standard rate as booked through their hotel website and that may be cause of incentive of unreasonable treatment to guests.

  

  Business Response

  Date: 02/06/2025

  The guest's concerns were escalated to the executive management team at the hotel who fully researched the matter. They stand by their findings that items were missing from the guest's room.  

• Initial Complaint

  Date:01/30/2025

  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.

  November 9, 2024 I stayed at this Hyatt after being displaced by hurricane ******. I paid through a 3rd party over the phone before arriving. I arrived around 5 AM. Id planned on taking a shower and a nap before proceeding to my home in *********. I didnt want to get there in the dark because there was still no electricity.They seemed to be having a LOT of issues when I arrived at. It appeared that no one knew how to work the computers.The worker at the desk was eating a full plate of food when I got there and didnt even bother taking it off the counter as I checked in. She did not wash her hands before touching my ID. They seemed to have zero protocol for preventing the spread of viruses. I had to call the third-party that Id used and have them call the hotel for them to find my reservation. They took my credit card for incidentals then ended up charging me a second time. On top of that, the charge was $100 more than it was supposed to be. They could not figure out where the extra charge came from. They also refused to print out or even show me on the computer an itemized receipt. First, they gave me a room with people in it. Then they put me in a dirty room. There were no towels, dirty sheets, dirty dishes, and long hairs everywhere. They then called my room for me to come down because they messed something up. Then someone came up to my room to ask me to come down again. The worker at the desk called another manager on the phone to deal with my complaints. She called me some white lady and they chatted and laughed at me right in front of my face. The lady was on speaker and called me a liar when I told her that I was in the hospitality industry. She proceeded to scream at me over the phone so loudly that I could hear her voice cracking and her eyes tearing up. The second charge was made by the hotel on November 10, 2024. **************** has not filled their promises on calling me back. I also have a video of some of the encounter.

  

  Business Response

  Date: 02/12/2025

  The guest has been contacted and compensation offered.

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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.

  Hyatt Customer Support,I am writing to formally request a name change on my World of Hyatt account from Dr. ******** ******* to Dr. ** ******* due to an order of protection. Despite multiple attempts to resolve this issue through customer service, I have faced significant difficulties in making this change.Additionally, my ********** account reflects my name as Dr. ** *******, and as a result, I am currently unable to transfer my Chase ******** Rewards points to my Hyatt account. This issue is causing inconvenience and preventing me from fully utilizing my loyalty program benefits.I kindly request your assistance in updating my account name to Dr. ** ******* to match my Chase ******** If any additional documentation is required to facilitate this change, please let me know how I can provide it promptly. I appreciate your immediate attention to this matter and look forward to your swift resolution.Please confirm receipt of this request and advise on the next steps at your earliest convenience. You may contact me at ******************* or ************ if further information is needed.Thank you for your time and assistance.Sincerely,Dr. ** ******* *********J

  

  Business Response

  Date: 02/03/2025

  Guest has contacted us, and resolution found.

  Customer Answer

  Date: 02/04/2025

   
  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:01/28/2025

  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 paid to park our vehicle for two weeks in the advertised Hyatt airport parking lot from 12/25/2024-1/8/2025. The vehicle was locked and we had the keys for the vehicle with us on vacation. During the two weeks our vehicle was parked at Hyatt, our vehicle was moved without our consent or knowledge. We were not informed of our vehicle being moved. We returned from our trip and went to pick up our vehicle in the parking lot and our vehicle was not where we parked it, it had been moved. This is January, at night, in Chicago. Once we found our vehicle and started it up, the sensors went off and continued to randomly go off when we would drive. We called the hotel and we were informed that the construction company had told Hyatt the vehicle needed to be moved. The hotel had our phone number but did not attempt to inform us. We have reached out to the hotel many times and been informed the tow company is responsible for any damage. The hotel has reached out to the tow company but we have not had any response. It has now been 3 weeks since we returned and have yet to have anyone take ownership, explain what happened, apologize for the lack of communication or even ask how to make the situation better. Instead we are getting shuffled back and forth. Our vehicle was moved without our consent. The lack of respect and customer service plus the time put in for emails, phone calls and communication, is beyond frustrating. We had to take our vehicle to 2 ********s. One to replace our battery because the damage to our sensors drained the battery dead, and we had to call a tow truck. The second ******** to check and work on the sensors.

  

  Business Response

  Date: 02/10/2025

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

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22870159
  
  I am rejecting this response because: while the parking manager has attempted to reach the towing company, the towing company has not responded. As a result, there has been no resolution.
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 02/20/2025

  **************** is in contact with the guest and is working with them to address the issues. We have confirmed the towing company is in contact with the guest. 

• Initial Complaint

  Date:01/28/2025

  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'd like to compliant for my World of Hyatt member status, #*********V. I registered for fast-track challenge Nov 2024 through web. I called number ************ Dec 4th to confirm my end date for challenge was Feb 26th 2025. Agent was able to tell instantly from system instead of doing math. On Dec 7th I called again to understand more details, the agent confirmed again my challenge ends Feb 26th. The agent also suggested there's NO better way to track my progress of the challenge besides calling. I heard it, my husband heard it, I have a daily to-do list written down.They're all phone calls recorded. Given 2 different agents confirmed my challenge ends Feb 26th, I planned my trip based on that timeline. today I noticed there's an update in the portal and shows my challenge status. The timeline is different from what I was told. I called customer service and was told history isn't stored for that long and can't see any notes in my profile. For challenge end date agent need to do math and said Feb 26th is wrong. My phone call got hanged up after 5mins waiting for the agent to do the math. Clearly there has been an update to the membership system that previously agents were able to tell instantly Feb 26th 2025 but now agent need to do the math. Hyatt should test its membership system before rolling it out, notice its customers and train agents properly. What was stated by 2 Hyatt's own trained agents separately is NOT getting honored. Hyatt's own employees told me not only once but twice the "incorrect" information comparing to its new system, through the recorded phone. Without this inconsistency caused by Hyatt's own system and employee, I should be able to score my challenge. It's only fair and the right thing to do for Hyatt to honor my challenge ends on Feb 26th, and leave my travel plan and challenge progress undisrupted.

  

  Business Response

  Date: 02/03/2025

  The guest has been contacted and requested resolution honored. 

• Initial Complaint

  Date:01/27/2025

  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.

  We signed a fractional contract with Las Residencias in 2014 for use of 2 Bedroom Presidential Suite for 1 week a year at ******************* (weeks *****). Now that Hyatt has purchased the property we are not allowed to book the Suite through GBS for the desired week despite availability on multiple other platforms to include World of Hyatt, ***********, Zen Hotels etc.. ******************* **** ******** said our contract has changed and we can only book on weeks that they release inventory to GBS. Paid $33,000 to book in our Summer window anytime there is availability - contract says "without exception". Nor can contract be changed without consent and written approval. Currently *** has us booked for Presidential Suite for May31 thru June 7th. I have requested May 24 thru May 31st but am told that week is unavailable but can book it on above platforms today. We have always enjoyed the Hotel and Golf each year and paid in full every year. If contract now has limitations that has not been communicated and would breach current agreement. *** says it is ****** and Zoetry says it is GBS - Hyatt owns ****** so I assume the own my contract as well? Email thread since January 7 has no response and can forward if requested. Need someone to explain to me why my contract is now invalid for certain weeks or release the room to GBS for me to book on ***** May. If Hyatt would like to buy me out of the contract - open to discuss because enjoy Diamante just as much yearly without any booking games. Hopefully someone will respond now so I don't have to start with the ************************************************ complaint process as well because that is the only place i see to ask for help on contract that no-one seems to care about anymore. Contract attached in downloads.

  

  Business Response

  Date: 02/09/2025

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

  Customer Answer

  Date: 02/10/2025

   
  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. Zoetry accommodated our request and week was booked 
  
  Sincerely,
  
  ****** Head