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.

  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:01/27/2025

  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.

  While staying at the Hyatt at around 6/7 AM there was a fire in the ********/************************************** in the room they were using for a birthday party. During the evacuation we had to pass by the room with the fire where an employee was holding the door open rather then closing the door to the smoking room and actually allowed other guests in the room. This action by the employee allowed for smoke to be in the halls. I had to inhale a lot of smoke to exit the building which could have been avoided had the employee shut the door to the room where the fire was. I have several medical conditions such as severe anxiety and asthma and smoke inhalation caused an asthma attack and with no access to my meds which were in the room led to a severe panic attack. It should be noted I was not allowed to go grab my meds which I understand for safety reasons but I would like it to be known. We were stuck outside for almost two hours. I asked during check out if I could get a free nights stay for the avoidable pain and suffering (employee should have shut the door to the fire room rather then hold it open allowing smoke to spread) to which I was met with a snarky why would you get anything reply. I have sense tried to contact the general manager of the hotel and have not heard back yet. I paid money for a nice relaxing stay I thought requesting a free night rather then a refund all things considered was a fair request and it is what I am requesting now. I want to give Hyatt the chance to make things right. I would also accept a full refund and I will re book myself.

  

  Business Response

  Date: 01/30/2025

  Guest has been contacted, and resolution has been found. 

• Initial Complaint

  Date:01/26/2025

  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 stayed here on 1/11-1/12. The night of 1/11-around 10:15pm, my daughters rode the elevator one floor down. That worked. They then went to come 1 floor back up and despite hitting 11 for our floor, the elevator malfunctioned and took them all the way up to 18. Then, the elevator dropped all the way to below the lobby. I saw their faces in the elevator, they were terrified and confused. The elevator would not open or let them push another button. It was stuck. Frightened, my daughters started screaming-which i could hear on the 11th floor. They started to bang on the window of the elevator and scream for help. Nothing was working. They hit the alarm button-at least 5 times, still nothing. I finally found an employee and he radioed for engineering. After minutes, the elevator came up to floor 11. When i raised this concern to the employee, they stated.. it happens sometimes. My daughters were shaking and visibly upset. We had no choice but to stay because they had a cheer comp in the AM. I filed feedback with the hotel the day of checkout online. After over 2 weeks, still no resolution. I have talked to at least 12 reps and told numerous different things and nothing. I just want my money back and will never be staying here again. I understand things happen, but the lack of empathy and willingness to do anything is jaw dropping.

  

  Business Response

  Date: 02/06/2025

  Guest has been contacted, and resolution has been found.

  Customer Answer

  Date: 02/07/2025

   
  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,
  
  ******* **********

• Initial Complaint

  Date:01/25/2025

  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.

  Stayed in the establishment using a corporate lodge charge card sent you reservation confirmation was told about a 15 dollar incidental charge used my debit card not thinking ended up getting charged for that and the room as well thought it was resolved that was Jan 7 I wake up today Jan 25/2025 and I have another ***** charge

  

  Business Response

  Date: 02/02/2025

  The guest's concerns were escalated to the appropriate management team. They have been in touch with the guest and the issue has been resolved. 

• Initial Complaint

  Date:01/23/2025

  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 stayed in *************************************** and ************ from Nov 9 till Nov 16 for 7 nights which is part of the World of Hyatt Hotels group. On the first day after long waiting time to check in *** said to scan a website if we want to know where to go and what to do. Nothing was explained. In the room: very heavy metal shower *** fell three times into the bathtub (almost on my feet) after three not successful times to fix it. Body wash and shampoo bottles were empty (was not added before we arrive). Staff in buffet looked like they are doing a favor to serve gests. We had to ask 5 times to bring water. Waitress passed us showing an attitude. After complaining they brought 2 dirty plastic glasses. Manager confirmed that glasses are dirty turned around and went away. No spoons, folks, napkins, cups on the tables and in the special tray where it has to be available for guests. We had to seek through hole buffet to find one. Two days in a row coffee machine was broken. The buffet and bar were very filthy and staff not friendly and rude. Food was cold and not covered with lid. We could see flies over the cheese, ham, salads, pastry and fruits. Such a shame. At the end my husband got food poisoned. Two times buffet was closed in the evening. First, we went to ******************* Ordered beef well done. We got meat very hard, not chewable, not possible to cut, with blood inside. We had to leave and go to another place. Second time we went to the ******************* My husband asked for a green tea because he was poisoned and did not feel good. So, hot water machine was broken. After calling a manager they brought a tee. Bartender served 6 guests who came after me. Then showing me an attitude prepared a strawberry instead of mango. It was a lot of mosquitoes which management did not treat. Why? So far, our dreams didn't come through. **** vacation was ruined in 5-star hotel. No minimum service what is required for normal stay. Please help us to get money back.

  

  Business Response

  Date: 02/04/2025

  The guest has been contacted, and a resolution has been found. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22851141
  
  I am rejecting this response because: dream hotel doesn't give money equivalent to be refunded. They say lend portion only and want to close the case. I do not understand how much is this.  Apple vacation doesn't provide price as vell. In my opinion they owe *******. It looks like they do this on purpose just to close the case.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/12/2025

  Guest booked a package and was refunded the full amount of the hotel portion. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22851141
  
  I am rejecting this response because:To respond to your massage I notify you that
  I still didn't get answer what lend portion only means in money equivalent and no money refunded. (it is what World of Hyatt Specialist wrote in respond of my complain ***************** I hope this email finds you well. We have not received an answer from you. We have reconsidered this case and with the approval of our Resident Manager we will authorize to ***** Vacations for them to refund the total stay (land portion only). Please reach your travel agent to proceed with the refund. With this action we consider this case closed. Kind regards,**** ******* ******* ************ Manager) Hyat is telling me that I have to ask ***** Vacation and Apple Vacation says that they cannot disclose this information to me and they will notify me when refund is going to be processed.  It looks like they waiting until time runs out and I would not have time to object.  Please help to resolve this problem 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/23/2025

  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 writing to file a formal complaint regarding the recent closure of my Hyatt account ************, which occurred without prior warning or a clear explanation. I received an email from Hyatt's fraud department stating that I had violated Hyatts terms and conditions. The email included a contact number for a ************ in *****. However, when I contacted the hotel, they informed me that they had no knowledge of the matter and suggested I reach out to Hyatts customer service in the **. When I did so, I was told the issue was not their responsibility. One possible reason for this issue is my stays at a ************, a new brand launched by Hyatt in *****. This hotel officially sold packages that allowed customers to earn points and nights without actually staying. I believe I am innocent in this matter. When I initially contacted the hotels sales team, I specifically requested to check in personally because I understood that no-show stays might violate the terms. However, the sales team assured me that everything was under their control.While the hotel clearly violated the rules by selling these non-stay packages, Hyatt Group failed to monitor or prevent this practice. Instead of addressing the misconduct by the hotel, Hyatt unfairly chose to penalize its members, which I find extremely ************ a loyal and long-standing customer of **********************, I have been a Diamond member since the Golden Passport era and am currently a Globalist member. Over the years, I have spent thousands of dollars at Hyatt properties. To now be treated in such an unfair manner is a disregard of my dedication as a customer.I currently have over ****************************** points and several award nights, which were earned legitimately, including through my associated ***** credit card. The sudden closure of my account has caused me significant financial loss and emotional distress.Therefore, I request an immediate review of this matter and the restoration of my account without delay.

  

  Business Response

  Date: 01/26/2025

  The guest has been contacted and advised that his account was closed due to violation of the World of Hyatt program terms and conditions.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22846740
  
  I am rejecting this response because: the Hyatt representative is arrogant and doesn't value their customers. In their response to my dispute, I didn't find any useful information, only a copy of the earliest account closure email. I urge Hyatt to seriously reconsider my appeal to restore my account.  
  
  Sincerely,
  
  **** **

  

  Business Response

  Date: 02/03/2025

  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:01/22/2025

  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 room was supposed to be booked for 1 night but the email say 2 nights. I had a funeral to attend at 10 that morning which was 1/18/2024 when I left I forgot to check out. I never came back.

  

  Business Response

  Date: 01/31/2025

  We have reviewed the situation and found the guest requested to book 2 nights. The cancellation policy states that modifications or cancellations must be made at least 48 hours prior to arrival. We have contacted the guest to let them know the policy. 

• Initial Complaint

  Date:01/16/2025

  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.

  Charged my credit card for charges that was false

  

  Business Response

  Date: 01/28/2025

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

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the *********** Resort and Spa in ******, ****** on December 9-13, 2024. The vacation was booked through a 3rd party travel agency and paid in full prior to our arrival. While at Dreams Jade Resort and Spa on December 11, 2024 my husband and I got relaxing massages at the spa and charged $300 USD to our hotel room. On December 12, 2024 my husband and I had a romantic dinner on the beach and charged $238 to our hotel room. When I checked out on December 13, 2024 I was presented with a hotel bill that reflected 10, ****** Mexican Pesos which I was told by the front desk was around $500. The hotel charged me $10, ****** US Dollars instead of Mexican Pesos. I first contacted them on 12/18/24 regarding the incorrect charge. I have spoken to the hotel directly several times and have even been in email contact with the Chief Concierge and Front Desk via email. They have failed to resolve the incorrect charge.

  

  Business Response

  Date: 01/27/2025

  The hotel has contacted the guest to work towards a resolution. 

• Initial Complaint

  Date:01/15/2025

  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 made a reservation online under my Hyatt Member *********H. I used my two Free Reward Day, ***** for 3rd night, 9000 miles plus *********, and Full Fare for 5th night. I had the Hyatt customer service on phone when I placed the order. The order was submitted and my hotel reward and miles were used but my hotel reservation was not booked.I have spent 3 to 4 hour since yesterday and no one is able to help me.They dont know what happened and I am now stuck with no hotel reservation. It is not my problem if Hyatt website has issue. Hyatt needs to complete my reservation and honor and I took picture of the page before submitting order and customer service agent was also aware of this issue as she saw my miles and award before I press submit and later she saw those miles and voucher being used.I was told that they will ask the hotel to process the reservation as my card is charged, mileage and voucher gone.

  

  Business Response

  Date: 01/22/2025

  Guest has been contacted, and the reservation has been secured. 

• Initial Complaint

  Date:01/15/2025

  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 were tricked into upgrading our vacation membership through deceptive practices of a Hyatt salesman. I have attempted to communicate with Hyatt, but they have ignored me since the first email I sent on December 3, 2024.

  

  Business Response

  Date: 01/28/2025

  The guest signed a contract and wishes to make changes. The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that they are in contact with the guest and working with them to address the issues.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22816841
  
  I am rejecting this response because it suggests that we requested a new contract. My complaint was due to deceptive practices by a Hyatt salesperson who tricked us into signing a contract. We would have never done that if the salesperson followed ethical business practices and did not say outright lies to convince us. The offer made by the mediator was to refund monies paid and return us to our previous level of membership. This is being done through a new contract, which we are in the process of accepting. The mediator also said that the salesperson is being investigated, which I requested.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/11/2025

  The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that they are in contact with the guest and working with them to address the issues. The guest signed a contract and must work with the appropriate team. 

  Customer Answer

  Date: 02/12/2025

   
  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,
  
  **** ********