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 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

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:01/09/2025

  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.

  Dear World of Hyatt Customer ***************** September I am writing to express my deep disappointment and to request the reinstatement of my ****** World of Hyatt points that were recently forfeited due to account inactivity for 24 months.I was very busy dealing with house moving and cannot notice it. I invested significant time and money to accumulate these points, and their loss represents a substantial value to me as a loyal Hyatt customerI kindly request that you consider reinstating my ***** points as a gesture of goodwill. I have been a dedicated member of the World of Hyatt program and would like to continue my relationship with Hyatt. This reinstatement would allow me to use the points for future stays and maintain my loyalty to the Hyatt ******* acknowledge that I should have been more attentive to my account activity. Moving forward, I commit to keeping my account active and utilizing Hyatt's services more frequently.Thank you for your consideration in this matter. I look forward to your response and hope we can find a positive resolution.

  

  Business Response

  Date: 01/13/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in the hotel during Jan 4- Jan 5. I get the bill for a charge of a drink purchase at the hotel market after I check out. However I never even entered the hotel market during my stay, nor buy any drinks. I immediately called the hotel. The manager said she will check and get me back. But I dont get anything back so I called second time. Another lady said the manager will look at camera and if they didnt find evidence that I get the drink they will call me. Its ridiculous, instead of showing proof for something I buy in order to charge me, they want evidence that I didnt buy! Also they never asked what I look like, I am curious what they are going to check Of course they never got back to me again and now days passed, the charges are now on my card. Its not a lot of money, just $6.38, but I am not going to pay someone elses drink! And I am not paying for the front desks mess up! I request refund for the charge. Its the worst experience as a Hyatt member for staying in the Hyatt hotels.

  

  Business Response

  Date: 01/23/2025

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 01/24/2025

   
  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,
  
  Ru *****

• Initial Complaint

  Date:01/09/2025

  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 family stayed at the Hyatt House on November 29, 2024. We were planning to stay on November 30, 2024, but we DID NOT due to multiple bad experiences on the night of 11-29-24. I spoke to the General Manager the next morning (11-30-24). His name is *** *******. I told him about our lousy experience and said they we were not going to stay that night (11-30-24). He apologized for our bad experience and said he was the new manager there and that he was trying to make many changes. He told me that he was going to remove the Friday night charges and that he hoped I would give them another try if we returned to the area. I said thank you. Apparently, the Hyatt House terminated *** ******* in the first part of December 2024 and the Hyatt House was sold to a new owner. When my wife checked our credit card statement, the Hyatt House not only charged us for the Friday visit, but also for a Saturday night visit...WE DID NOT STAY THERE ON SATURDAY!I called the manager/owner of the Hyatt House. He said that he could not do anything about it and that he was sorry. The reservation was in my wife's name: ***** ****** This situation is NOT OK! We did stay on that Friday....and were told by the manager that we would NOT BE CHARGED. The most infuriating part is that we DID NOT stay there on 11-30-24 and Hyatt House will not reverse the charges. That is not acceptable, it's criminal....stealing.***** ****** ************

  

  Business Response

  Date: 01/21/2025

  Guest has been contacted. The billing error has been corrected, and compensation has been given. 

• Initial Complaint

  Date:01/09/2025

  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 booked Prisi ******************** from Dec 28 to Dec 31 through Hyatt website. We had a nice stay there and checked out in the morning of Dec 31, and headed to ******. Then I realized that I forgot my Airpod in the room after we arrived at ******. I checked the Airpod location and it is still in the Hotel and then I immediately contacted the Hotel around 4pm. Then the hotel front desk contacted the housekeeping team and said nothing was found. Then I observed my Airpod was taken away from the hotel to another place and stayed there for 2 days, then was moved to a new place on Jan 2nd. I provided all the evidences to the Hotel (I can share the entire email when communicating with the hotel) and the hotel did the investigation, and they mentioned that there is someone leaving our room at 12:20pm after we checked out at 11:08am, but still cannot find it. The hotel claimed that the Airpod might have been left accidentally on the hallway or in the Lobby area, which I disagree. I am insisting on a deep investigation because I feel lots of things are still suspicious. Till now, the hotel didn't respond my last email since Jan 2nd, and I feel desperate that most likely I cannot get my Airpod back, but I still want to get a response from Hyatt how this issue should be handled and resolved. There are few times that I forgot my items during my stay with Marriott, *** and Hilton, and I get all my items back even for complimentary. This time it makes feel pretty bad especially during the new year period. I would look forward to your kind reply and investigation, and hopefully I can get a satisfactory resolution to this issue.

  

  Business Response

  Date: 01/15/2025

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

• Initial Complaint

  Date:01/07/2025

  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.

  I had prepaid through ******* for my hotel room for New Years Eve. When I checked in the hotel, the employee (****) informed me they needed to scan my debit card for incidental "only". This is common practice will all hotels, so thought nothing of it. I checked out the next day with no issues. When I got home the next day, I checked my banking statement and noticed the hotel charged me "AGAIN" for the hotel. I immediately called the hotel to ask why they charged me. **** actually told me it was a hotel error. The hotel had over 24 hours to inform me of their mistake, instead, they just ignored it and put the resolution on the consumer. I made several calls to Assistant Manager *******, with ZERO return calls. I attempted to work with them in good faith by requesting a complimentary room for future use in good faith of the hotel error. The hotel front manager told me because I put my debit card in the reader upon check-in, that waived all my rights pretty much to anything. This response is not accepted. How is it a business is allowed to place blame on the consumer? We just move to ****, were told folks were friendly out here, but the Hyatt House is not the place they reside.

  

  Business Response

  Date: 01/20/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:01/07/2025

  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.

  I checked out of the Hyatt Regency by the Arch in ************** on January 3rd. I was charged 75 dollars for incidentals that has not yet been resolved. I reached out to both my bank (Cash App) and Hyatt they both or basically blaming each other for the non resolution. Hyatt told me they released the hold. My bank says it can take a month!

  

  Business Response

  Date: 01/13/2025

  Guest has been contacted and informed they must wait on their bank for processing. 

• Initial Complaint

  Date:01/07/2025

  Type:Facilities 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.

  Hello Alcon,My daughter (23 yrs old) and I were at the Hyatt *********************** from December 9th to 10th. As we were leaving my daughter fell on her left knee, due to damp carpet and the condensation that covered the entire exit/entryway. There weren't any "caution wet floor signs", there was no assistance to help my daughter up. The "General Manager ****** *****" was on-site and did not address or show any form of concern or compassion during the whole incident. The other manager on duty only supplied an offer of points for our troubles. I had to request that an incident report be done. And was told the insurance company would reach out within 48hrs. And we have not heard from the insurance company as of yet. I've reached out to Hyatt *********************** 5 separate occasions... 4 phone calls one email communication. I reached out to the hotel itself today, January 6, 2025 was only given the the "General Manager ****** *****" email. No contact from the hotel since leaving the property on December 10th. My daughter is a recent college grad, who works retail and has been limited to working since this incident. I and my daughter have been beyond patient awaiting a solution, after the 30 day **** we will proceed with other options.

  

  Business Response

  Date: 01/13/2025

  Guest has been contacted, and informed that they must wait for their bank to process. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22773682
  
  I am rejecting this response because:

  Due to the message from the business associated with my complaint/case number above... which states;

  "MESSAGE FROM BUSINESS:

  Guest has been contacted, and informed that they must wait for their bank to process."

  Im not sure what this means, and I haven't been contacted from Hyatt Consumer Affairs or the Hyatt Property or their insurance company, I was told would contact me since my initial complaint was submitted on December 10, 2024

  I need more information and clarity on what is being communicated from the business.

  Thank you in advance for any and all further assistance.

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

  

  Business Response

  Date: 01/24/2025

  Guest has been provided with the insurance information. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22773682
  
  I am rejecting this response because:

  When I contacted Hyatt Consumer Relations on January 24, 2025, asking for an update on my case that was initially established on December 10, 2024 (date of accident) I was told the insurance company would reach out in 48hrs. I was told the same thing a week later, when I contacted the consumer affairs department and put on hold while the agent contacted the hotel. I was told a variation of the same thing the 3 additional times I reached out after establishing the case.

  Once I submitted the complaint to BBB on January 7, 2025, I received a response from Hyatt Consumer Relations on January 8, 2025 with a new case number and asked to give them time to investigate. I received a response from the business that made no sense on January 13, 2025 through BBB stating the business had contacted me and something about banking information (proof can be provided) and rejected the businesses response as well. 

  Only to contact the Hyatt Consumer Relations on January 24, 2025 inquiring about the status of my case, I was told my case manager was not available and they weren't sure when she would be available. Only for the case manager to email me later that day with a screenshot of the insurance information and an explanation of the lack of communication. 

  **I HAVE ATTACHED ******************** ABOVE**

  Last but not least, the Hyatt location where the incident took place, as well as the Hyatt Consumer Relations has never once inquired or requested to speak with my daughter during or after this incident. This as a whole is bad business practice. And has been beyond stressful to me. Hyatt has been one of the main hotel chains I've utilized especially in the last 4 yrs having to travel to my daughter while she attended college and afforded me an economical way to travel being a disabled veteran with supplemental income. 

  However, this experience has definitely changed that mindset.

   

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

• Initial Complaint

  Date:01/06/2025

  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.

  Subject: Disappointing Experience at Grand Hyatt ********* Dear Hyatt,I hope this message finds you well. I am a loyal Explorist member who often stays at Hyatt properties, and I take great pride in the consistently excellent experiences Ive had with your brand. However, I am writing to share my disappointment with my recent stay at the Grand Hyatt ********* during New Years Eve.I booked two rooms under a Guest of Honor reservation, intending to celebrate the holiday with my family and enjoy the citys fireworks. Before making the reservation, I contacted the hotel directly to confirm the amenities. I was assured that the rooftop area would be accessible to all guests and that all amenities were fully available during our stay. Unfortunately, upon arrival after a five-hour drive from *******, I discovered that this information was inaccuratethe rooftop bar was not accessible.I attempted to discuss this with the front desk team, but my concerns did not seem to be taken seriously. This lack of responsiveness from management was quite surprising, as I have come to expect a higher standard of service from Hyatt properties.Additionally, the following morning, the Club Lounge was completely full, and no tables were available until it closed at 10 AM. This was another disappointing aspect of our stay, as breakfast is typically an enjoyable and seamless part of my Hyatt ************** end on a positive note, I must commend the attentiveness of the front desk staff and the Club Lounge team, who were professional and welcoming throughout our visit. The hotel itself is beautiful, but these service lapses overshadowed what could have been a memorable stay.I trust that my feedback will be taken constructively to ensure other loyal members like myself receive the exceptional service that Hyatt is known for.Sincerely,****** ****** and Family Explorist Soon to be Globalist Family Members

  

  Business Response

  Date: 01/15/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest accepted compensation from the hotel that we feel is fair and equitable. In an effort to show care, we offered additional compensation that the guest declined.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22775085
  
  I am rejecting this response because:

   

  The issue was not addressed, and the hotel failed to handle the situation appropriately. It is disappointing to see that their actions did not align with Hyatts core values.
  
  Really sad that Hyatt has push their loyal customer to their competitor. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/23/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest accepted compensation from the hotel that we feel is fair and equitable. The guest also accepted compensation from our office in an additional effort to resolve. 

  Customer Answer

  Date: 01/24/2025

   
  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:01/06/2025

  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.

  It was too much of a charge for 2 days it was $1,139.45 and on top of that there is $260.33 Valet Parking and the delay so much *** **** one hour and 40 min When I talk to service desk, they side it is out of the system, and no one know is your car,any how it was the charge to much for 2 days and the delay of my car.

  

  Business Response

  Date: 01/14/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:01/06/2025

  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.

  My girlfriend and I stayed in the hotel from Dec 24 - 26th. The room in the hotel has a nail popping out from the wall, and when my girlfriend fell accidentally, her lower back is injured by the nail. She was bleeding and we requested medical support from the hotel. It was a horrible experience because:1. it is due to the lack of maintenance and negligent of the hotel;2. it caused serious health trouble for the guests;3. it was the Christmas night, and the supposed-memorable night became nightmare;4. we traveled from ******* ****** to ******** because my girlfriend and I are engaging, and we supposed to shop for engagement range on Dec 26th. Because of the incident, we were not able to make the appointments with jewelry stores, and we have to now flight to ******** again to do so.

  

  Business Response

  Date: 01/19/2025

  Hotel's executive management has been in contact with the guest and a resolution offered that we feel is fair and equitable.
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22767970
  
  I am rejecting this response because I dont think it is fair. I have reached out to legal service and will go down that route.
  
  *********,
  
  ******* *****