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 Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

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:01/06/2025

  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.
  
  *********,
  
  ******* *****

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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.

  Location: Hyatt ********************* Address: ***************************************** I recently stayed at your property and wanted to bring a few concerns to your attention. During my stay, I noticed the room was unclean, the furniture appeared outdated, and there was significant noise, which disrupted our sleep. Additionally, I had requested a bathrobe and body lotion, but these items were not provided.I am also reaching out to inquire about a charge that appeared on my account related to this reservation. Below are the details:Confirmation Number: ********** Booking Number: ******** Date of Charge: December 29, 2024 Description of Charge: Bottled Water - $6.00 As an elite member (ID: ***********, I believe this charge should have been covered under the benefits associated with my membership. I kindly request a reimbursement for this amount.Thank you for your prompt attention to this matter. Should you need any additional information, please do not hesitate to contact me.Sincerely,******* *****

  

  Business Response

  Date: 01/13/2025

  The guest has been contacted, and they are working directly with the hotel management. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22771989
  
  I am rejecting this response because: Hotel still needs to address my concerns. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/23/2025

  The hotel has contacted the guest and has provided a partial refund and points. 

  Customer Answer

  Date: 01/25/2025

   
  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:01/05/2025

  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.

  stayed at hyatt olive 8 Dec 31 2024 -Jan 3 2025. After I had left hotel received invoice via email stating I was being charged $250 smoking fee. I attempted multiple times to dispute the charge since I did not smoke in the room. First they ignored my request, and did not follow-up as promised. Second time asst ******* semt me email with photo of a cigar label wrapper (not a cigar) left in the garbage as proof. Suggested I should get my bank to try and grt my money back

  

  Business Response

  Date: 01/10/2025

  Guest has been contacted by the property and resolution found.

• Initial Complaint

  Date:01/05/2025

  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.

  Never stay at any hyatt locations they do mystery holds and mystery charges and act like it's your fault . So, I have read multiple complaints from multiple people on this issue but never did I think it would happen to me twice. The first issue was on September twenty 2024 when I stayed with my family at their hyatt regency dullies airport . They snuck in water charges . I caught it when I got home because i read complaints but didn't think they would keep I pulling the trick ??. They FYI don't put water in the room then charge you like you drunk it. It happen to multiple people . Had to argue to four different people just find someone that was willing to refund.Second iccident was on January 4 staying at another one of their so called fine hotels.This time at hyatt *********************. They held more than they supposed by getting temp authorized twice for ****** *** max out my card cause only had five hundred on it. They act like they didn't but even my credit card told them they did even explain to then what to do but they said they didn't know what to do and can't and will not refund anything beacsue they don't know how. That came from not just five people at hotel but their coporate manager as well. They did bare minimal to fix and didn't care that I was stranded with no money and I was traveling with three little ones. They kept blaming me and my bank and said I would have to wait to talk to a manger the next day but they lied and she never came in. They made excuses and made the bare minimal and lied the whole time. If another hotel can fix the same issue within 24 hours they should be able to as well .But they greed was more important. I even said I'll leave give me full refund and they said they can't and will not. So we stayed no money and had to drive hour out to a friend to get money to eat. We didn't get to do anything cause of this issue. No one cared either. Ps other people were also having double charges false charges as well.

  

  Business Response

  Date: 01/19/2025

  We are in contact with the hotel management, and we are working with them to address the issues.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22769808
  
  I am rejecting this response because:
  They are not doing anything sending the complaint to another person. They constantly just passing the complaint around. Simple void the false charge . That's the only response I will accept. Double charging is wrong and it messes up interest and everything.  Bo excuse for having double charges especially when you were contacted by hotel to reverse.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/29/2025

  We have been in contact with the guest and have advised to for them to have the bank contact hotel, due to security of account we cannot contact the bank on his behalf.

• Initial Complaint

  Date:01/01/2025

  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.

  As a loyal *********** member for years, I have consistently chosen Hyatt for my stays, appreciating the quality and benefits offered. However, my recent experience with a 4-night stay at the *************************** has left me deeply disappointed and questioning my loyalty to the brand.Despite booking a single room for four consecutive nights, the stay was inexplicably split into two reservations in your system. As a result, none of the nights were initially credited toward my tier qualifying nights. After reaching out to customer support, only two nights were credited, with the agent citing a policy that only one reservation could earn tier qualifying nights, even though I occupied one room for the entire duration. The reservation numbers are ******** and ********.This explanation is both illogical and inconsistent with my understanding of Hyatts loyalty program. Whether a stay is booked as a single reservation or split due to system error, all nights should be eligible for tier credit. Your agent refused to escalate the issue, leaving me with an incomplete resolution and no recourse.This experience has made me reconsider renewing my Hyatt credit card and maintaining loyalty to the brand. I request that all four nights be credited toward my ************************************************ points value provided.Sincerely,******* ******

  

  Business Response

  Date: 01/03/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:12/31/2024

  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.

  One of the worst customer service experiences in my life. ****** ****** assistant manager should be terminated immediately for her disrespect towards customers and inability to problem solve. DO NOT CHARGE YOUR CAR HERE - I was grateful this hotel provided adapters to charge non-tesla vehicles. I used it one time, it worked great and charged my vehicle to 100% with no issue. As I check my credit card statement after departure, I realized the hotel decided to charge me $300 for "Damaged EV charger - burnt and unusable" I immediately contacted the hotel in surprise as I returned the adapter in the exact same condition I received it in, it worked perfectly fine and it charged my car. If it didn't work fine, I would have went to front desk to ask for a different one... No one could help me with this charge when I called, so I tried again the following morning and finally got ****** the assistant manager whom is claiming I returned the adapter BURNT - which is completely a lie, and she hung up on me saying she refuses to refund the charge and I damaged their property. Absolutely false, if I had actually broke something that's one thing - but the fact I simply borrowed their adapter and it worked completely fine to charge my car with zero issue and I returned it to front desk - is shocking to me and very telling that the hotel is trying to tack on an extra $300 to my bill and hopes I won't notice. ****** is highly unprofessional with a huge attitude and hung up on me - once I kept calling and demanded she finish the conversation and handle the situation today - she said "FINE - I will refund you the $300 but only if you never stay at the property again." LOL. are you kidding me! ok ******! I bet today was your last day at the property too so I guess you wont be seeing me again! You have zero authority or right to tell me I am banned from the Hyatt house when I did nothing wrong here - but be a paying customer and borrowed your adapter which worked perfectly fine...

  

  Business Response

  Date: 01/09/2025

  Guest's concerns have been escalated to the appropriate management team who has attempted to contact the guest. 

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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 with the Hyatt Hotel, **********. on September 16, *****. I called the hotel and was immediately switched to a third without my knowledge, This third party was Reservati9on Desk. com. I completed the reservation and realized I had booked the wrong hotel. Within less than 10 minutes, I cancelled the reservation and received a cancellation number of *********. I have not yet received my refund of $278.98 plus a booking fee of $17.99 making the total charge $293.97. You are my last resort since I have contacted the hotel ***** and the third-party reservation service many times to no avail. It is deceptive business practices to switch a customer to a booking company who is charging a booking fee, especially without the customers knowledge and agreement.

  

  Business Response

  Date: 01/09/2025

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

• Initial Complaint

  Date:12/30/2024

  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 here on 12/14-12/18 I have a list of things that went wrong. I was promised a refund to my credit card of spa services totaling 340 dollars I was advised that the refund would be issued in 5 business days. It has now been over 10 days and I have not received compensation from Hyatt vivid. They also promised to do something about my lack of running water on my last night stay. Nobody has followed up with me and I would like money refunded immediately

  

  Business Response

  Date: 01/12/2025

  We are in contact with the guest, and we are working with them to address the issues. 

• Initial Complaint

  Date:12/30/2024

  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.

  Recently my kids and I lost my mother. Our family home that we've lived in forever was left to me, but due to my mother getting sick our family business of 35+ yrs. had shut down. Now when my mom passed I still had to pay her estate which meant I had to sell our home. Now the house sold for good money but after paying everything we only had enough to rent not purchase a home. The house sold fast which left us without a home so we called Hyatt House ********* and made a reservation. When I got there I spoke to the manager and let him know I didn't know how long we would need to stay. This is a extended hotel and they said that wouldn't be a problem. They let me know that after 30 days there we could get a discounted rate per night. After 90 days in N.C. the hotel is supposed to stop charging taxes and is to refund the taxes from the *************************************************************** the taxes for 9 more months and never returned any money. I had spoken to the managers about this numerous times but nothing ever got resolved. Then our air/heat stayed broken for 8 out of the 11 months we were there. Mind you that we had to rent rooms plus keep paying for the original room when it would get unbearable. This entire time I thought my rates had been reduced as they kept saying they were but when I noticed my bank account was about empty I started checking and they were running my card on file for the highest rates the entire time. One time they had charged me $999 for a single night. I again went and spoke with the managers ****** and ******* who assured me it would be looked into and handled immediately. As days kept going by nothing was getting done about the taxes for 11 months or the overcharges they had said would be handled. Instead they kept running my card for each night there. When most of my money had been used they then informed me that we would not be getting our money back and said that we couldn't stay there any longer. Now we have no home.

  

  Business Response

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22741951
  
  I am rejecting this response because:
  So far as of 01-15-2025 I have only recieved the attatchment from Hyatt House *************** This is all i have recieved from them.
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/20/2025

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

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22741951
  
  I am rejecting this response because: The hotel has reached out but I still have no answers and it really doesn't feel like it is important to them. I would really like to settle this as my family and I are really needing to get the money that has been overcharged so much. Also I can't use my points for free nights because for some reason I'm not really receiving them anymore.

  If the hotel will just work with me but it doesn't feel like it's that urgent.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/29/2025

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

• Initial Complaint

  Date:12/29/2024

  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.

  My account was deactivate by Hyatt **************** without any reason. I always follow the term to use my account. ********************** confiscated my over ****** points and my Globalist status.

  

  Business Response

  Date: 01/06/2025

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

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22743842
  
  I am rejecting this response because:

  I did not violate any rules. Every night and stay has folios. It is unacceptable to forfeit my points and membership 
  
  Sincerely,
  
  Jie Xi