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 / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

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:05/31/2025

  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 am staying at the Hyatt House in ******, ** from 5/29/2025 to 5/31/2025. I found mold in the shower, and ceiling of the shower. This is potential health hazard for the guest in this room and the room above. For the protection of my self and the future guests of this facility I would like for them to remove the mold conditions including those in the walls. I would like to book another room at any Hyatt House and not be afraid it will cause me some future illnesses. I have attached the pictures of the mold. The toilet needs a better cleaning but I felt those pictures were inappropriate.

  

  Business Response

  Date: 06/13/2025

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

• Initial Complaint

  Date:05/29/2025

  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 have reached out to the hotel in regard to parking charges that were incorrectly charged to my credit card and I have not heard anything back since May 24th from the supervisor ********, ****** (WASZD-F). The charges happened on May 10th and May 11th totaling $153.40 which also includes parking taxes. The confirmation number is **********. This was a business trip and I need to reconcile the charges. I was not impressed with this hotel customer service and the supervisor's handling of the situation.

  

  Business Response

  Date: 06/09/2025

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

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  Cancel room 48 hours prior to booking. Due to unforseen circumstances. Family member in *** . This is my first time having to actually cancel plans due to a serious family issue

  

  Business Response

  Date: 05/31/2025

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

• Initial Complaint

  Date:05/27/2025

  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.

  I am writing to express my deep dissatisfaction with my recent stay at ************ fromMay 23, 2025 to May 25, 2025. I had expected a secure, comfortable, and respectful environment, but unfortunately, multiple incidents during my visit were unacceptable and caused significant distress.(1) Unauthorized *************** Violation After checking in at 10:00 AM on May23, 2025, I rested in my room until around 3:00 PM. Without prior notice via phone or email, a staff member entered to deliver a welcome chocolate bar. Subsequently, I explicitly called both the front desk and room service to request that no staff enter my room for any reason, including housekeeping. Despite this, I later discovered that housekeeping had entered without consent and left my door wide open while I was downstairs for dinner around 6-7 pm onMay 24, 2025. When I returned, I was shocked to find a housekeeping staff member still inside my room, with the door ajar. Additionally, my medications had been moved, and I was forced to open a new pack for safety, as I was uncertain whether the original pack had been tampered with or contaminated.Water Pressure and Temperature Issues The showers water pressure was inconsistent, and the temperature fluctuated dramatically, swinging from extremely hot to cold without any adjustments, making it uncomfortable and unsafe to use.

  

  Business Response

  Date: 06/09/2025

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

  

  Business Response

  Date: 06/09/2025

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

• Initial Complaint

  Date:05/26/2025

  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.

  We (myself and friend ****** *****) stayed at the ******************* in ********. We arrived on 20 May and were allocated a room. We woke at 5am because there was something crawling on the beds, it was bedbugs!!! (see photo). I see from a review last week that other customers had the same experience!! ****** was so badly bitten (see photos) we spent the rest of the week confined to our room due to her intense pain, irritation and discomfort which was exacerbated by heat and sunlight. It totally ruined our holiday which was meant to be a chance to relax and enjoy some excursions. This is grossly negligent on the part of the hotel and unacceptable in terms of expected hygiene standards and health and safety. Not to mention the 3 trips to the chemist - a 3 mile round trip which cost 40 euros every time. If there had been flights home available we would have returned sooner such was the severity of ******** condition which has required a trip to the hospital in the **

  

  Business Response

  Date: 06/02/2025

  Guest has been contacted, and a resolution has been found. 

  Customer Answer

  Date: 06/03/2025

   
  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:05/24/2025

  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 BBB,I am a Globalist member and a loyal customer of the brand. However, I am writing to file a complaint against Hyatt as I believe it is a deliberate and deceptive practice by Hyatt. Hyatt blocks me from using the points despite clear room availability, forcing me to pay much higher cash rates instead. Date of transaction: 05/24/2025 The amount of money you paid for the business: $2200 What happened:- I attempted to book a stay (2 rooms from July 1 - 6) with these two hotels:Hyatt Regency *****************************************************************************************************************, ** - I selected the option to use points. The system initially displayed availability for my desired date range, but when I proceeded to the next step, it suddenly showed no rooms available.- When I switched to cash options, multiple rooms were available for the same dates. And Hyatt forced me to pay cash.What made me frustrated:- I transferred 200K points from my credit card because Hyatt showed me I could use my points to book those days. I cannot use these points, this transfer now feels like a waste.- I was forced to pay cash for the same stay, anda also had to book at another hotel at significantly higher ******** requests are as follows:- I would like Hyatt to contact me directly to resolve this issue.- I request that Hyatt allow me to use points to book 2 rooms with Hyatt Regency ****************************** from July 1-6. - I need Hyatt to cancel all alternative hotels I booked with cash.Thank you so much for your consideration.

  

  Business Response

  Date: 06/03/2025

  We have contacted the guest and explained the availability. 

• Initial Complaint

  Date:05/23/2025

  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 escalating an unresolved issue regarding an unsatisfactory stay at Hyatt Place Paramus/Fair Lawn due to severe health and safety violations. I have the stay there from 04/30/25 to 05/03/25 Problems encountered:Visible blood stains on bedding upon check-in Live mole found inside the room Excessive dust in carpet causing prolonged allergic reaction requiring medical treatment Broken chairs in the rooms Carpet issues persisted in second room These are serious breaches of basic cleanliness standards. I immediately requested a room change, which required 30+ minutes of back-and-forth before approval.Unprofessional ************************ representative ***** S and hotel managers **** ****** and ****** **** have consistently ignored my requests and provided contradictory information. Manager ****** **** falsely told Hyatt corporate that I received an "upgrade" when I was simply moved to an identical room on the same floor. General Manager **** ****** dismissed my valid complaints and refused compensation beyond ****** points, which I declined.****** **** breached multiple response SLAs, taking over a week to respond despite promising 2-business-day turnaround. When I called May 14th, front desk agent ********* offered ***** points but backtracked after consulting ******, then claimed she didn't know her own work schedule.Hotel staff provided inaccurate information to corporate, missed promised timelines, and showed complete lack of accountability. My wife required medical treatment for allergic reactions caused by unsanitary conditions.Requesting:Full refund of ****** points used for 3-night stay Additional ***** points compensation for health impact and mishandling Formal accountability for false information provided to corporate

  

  Business Response

  Date: 06/01/2025

  Guest has been contacted by the General Manager and compensation has been given. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23370026
  
  I am rejecting this response because: their guest service didn't make any improvement on the result. The hotel said they were only able to reimbursement 2 nights points, which are ***** points. After this case, it's still the same. I complained about not only about the rooms conditions but also about their bad/sluggish attitude towards solving the issue. Both their hotel and customer serivce wanted to avoid the responsibility. As I mentioned in my previous email, they can't explain many of their unprofessional behavior but ignore my questions. Originally, I asked full refund + 5000 points because of the room condition + the attitude. Now I asked full refund. They kept ignoring my requests and questions. I can't accept this. They didn't make any improvement!
  
  Sincerely,
  
  Yuhang He

  

  Business Response

  Date: 06/11/2025

  We fully investigated this complaint with the assistance of the propertys executive management. **************** assisted the guest during their stay and extended the reservation twice after being checked in. The hotel also provided compensation that we feel is fair and equitable. Hyatt Hotels supports the hotel's handling.
  
  

• Initial Complaint

  Date:05/22/2025

  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 a stay at ************************************ via ******** from May 16 to 18, 2024. I was quoted ******* RMB (approx. $1,220 USD) per night. However, upon arrival, the hotel staff claimed my nightly rate was $847.77 USD, refused to confirm this in writing, and requested an additional $100 for a room change even though the official Hyatt website and third-party platforms showed the same or lower rates for the standard room. Eventually, a manager allowed us to switch rooms without the extra fee.More seriously, multiple unexplained charges were made to my credit card:$726.32 pre-authorisation after an initial $500 hold $861.22 charge made after we checked out, without our consent or card present A vague invoice for $1,695.54 with no detailed breakdown Later, another unexplained figure of $1,169 was said to be processed, which we did not authorize or understand Despite repeated inquiries to both the hotel and ********, we have not received a consistent explanation, and the hotel has changed its explanation multiple times. This has caused extreme stress, financial confusion, and raises serious concerns about data security and card misuse.We are seeking:A full refund of all unauthorized charges A complete and detailed breakdown of all amounts charged, pre-authorized, and refunded A written apology from Hyatt corporate for the poor handling of this issue Internal investigation into why post-checkout charges were processed without the physical card or consent I have tried to resolve this directly with the hotel and through ********, but the explanations remain inconsistent and inadequate. I am turning to BBB for assistance in reaching a clear, timely, and fair resolution.

  

  Business Response

  Date: 05/27/2025

  Guest has been contacted, and the matter has been resolved. 

• Initial Complaint

  Date:05/21/2025

  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.

  While a guest, I was assaulted on the bus in front of the main lobby of the Dreams Jade Resort and Spa in ****** on 1/27/25. Upon exiting, I screamed for the hotel security to help and requested they call the police to have the assailants arrested. The Chief Concierge arrived and refused to call the police all while security was taking pictures of my wounds. While I was being looked over by the hotels emergency medical team I asked for the phone number to call the police and the concierge told me "this is NOT America and thats not how it works" She said I would have to get my own transportation to the police if I wanted to report the crime and there was no number to call the police. Since my injuries were severe, I paid to see the resort doctor where she rendered antibiotics, pain medications and a shot for the inflammation. The next day I spent 12 hours going back and forth to the police station. They asked me why I didn't call them when the crime was fresh, they could have arrested the assailants and held them responsible for the crime and my injuries. The police said "911" is the national emergency number. The resort has a responsibility to keep their guests safe from the time they arrive until the time they depart and this basic act of humanity was neglected. I contacted the Hyatt consumers affairs department and filed a complaint only to never hear from them again. Case Number CAS4694237. The concierge sent me to the wrong police station, which resulted in me having to get several taxi's and did everything possible to prevent me from reporting this crime. Therefore, I am requesting that Hyatt reimburse me for my stay at the resort and the incurring medical costs from the assault in the amount of $4077.10. Hotel Confirmation ********* (5 nights) paid $1562.85,Resort Doctor$504,3 Taxis $154,ER Visit $202.25,Personal Physician $40,Massage Therapy $300,Replace Glasses $464,Chiropractor $850

  

  Business Response

  Date: 05/29/2025

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

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23361913
  
  I am rejecting this response because:

  Since opening this complaint through the BBB on 5/21/2025.  The ******************* at Hyatt has not reached out as the ********** Support reported to the BBB.  

  The first time I reached out to guest services was on February 18, 2025 Case Number CAS4694237 and still have not received a response from that complaint either.  The entity is refusing to take any responsibility by ignoring the complaint even though I have digital proof along with witnesses.  The resort failed to keep their guest safe, when I asked for safety they declined and wouldn't even give me a phone number to call for police help nor would they call themselves.  They are going to make untruthful statements that they helped by sending a staff employee. When this was done at my assistance after being sent to the incorrect police station (several hours and taxi fees) and being informed by the police that I should have called for help, that 911 is the national number for police, and that the resorts know you can't file a charges against someone without a spanish speaking witness.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/09/2025

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

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23361913
  
  I am rejecting this response because: The business refused to help me with the assault, they refused to call the police, they refused to give me a phone number to call the police.  My entire rest of the vacation was ruined due to the fact that I had to spend 12+ hours going to the police stations myself to get the truth.  Any person can call the police in ****** using 911.  This was not conveyed by the resort, instead they told me "This is not the United State and that is not how it works".  Even if the resort eventually allowed an employee to attend the police station with me on the 3rd visit it was only at my insistence.   This is not how you treat someone who is injured and needs police protection.  The resort failed to provide the minimum protection and wouldn't even treat my wounds without paying over $500 to the resort.  

  Also, I could have resolved the issue if the resort would have allowed me one more day.  If the resort would have called the police as I asked, all of the reports, medical report from the police doctor could have been taken care of the same day.  Instead the resort lied and failed to do anything to help with a resolution.

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

• Initial Complaint

  Date:05/20/2025

  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 am writing to formally express my dissatisfaction with my recent stay at the **************, part of your resort options, which took place from [insert dates of stay]. I had high expectations for this vacation, having paid a little over $600 for a 4-day, 3-night experience, but unfortunately, it fell significantly short of those expectations due to several serious issues. First and foremost, upon entering my room, I immediately noticed it was filthy. The kitchen and bedrooms were inundated with ants, which made my family and me extremely uncomfortable. I reached out to housekeeping three times, yet the issue remained unresolved throughout our stay. Additionally, I had requested a late checkout, which was noted in my reservation, but on the day of checkout, the front desk staff hurriedly rushed us out and threatened us with additional fees if we did not vacate by the usual check-out time. This treatment was not only unprofessional but also deeply unsettling. I had scheduled a timeshare tour, and was not informed by the concierge about the availability of a free shuttle service. This oversight forced my familytraveling with two infants to drive to the venue, resulting in extra costs and the inconvenience of finding and paying for parking. Compounding this was a nasty letter we received from the parking company, claiming I owed money despite having paid for parking. During the tour, the representative insisted I stay longer to discuss the timeshare, which ultimately led to an additional parking fee of $85, creating a frustrating end to our trip. Considering the numerous inconveniences we faced, including the long 14-hour drive to reach the resort, I feel that my experience was not only disappointing but unacceptable for a resort of Hyatts caliber. I believe I am owed a refund or the opportunity to redo our stay at another resort of your choice, at no additional cost.

  

  Business Response

  Date: 06/01/2025

  
  Guest concerns have been escalated to the appropriate team. We will continue to monitor until resolved. 

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  ******* ******