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 Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

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:12/29/2024

  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.

  HYATT ANDAZ MAYAKOBA Never staying at an Andaz again--> Deeply disappointed ! (Now 2 out of our 4 family members have gastroenteritis after eating the breakfast buffett !!)1) Impossible to reach to operator/concierge by dialing from the room/cellphone/whatsapp or any other method.2) Finally when we do manage to reach someone, they have been clueless--> " ran out of blankets" when they actually didnt. Hard to make restaurant reservations among other ongoing issues 3) ************** reservation (supposed to be on the beach) was changed last minute due to risk of rain, to a cheap tented area--> we were not informed of the change (and the restaurant management were shocked that we weren't !) We wouldve been charged 75 dollars pp if we didnt show up regardless.4) I have asked the operator to have the manager call me to discuss things--> still waiting for a callback 5) Impossible to book some of their basic activities including a trip to the cenotes--as it is already fully booked. I am paying the same as other folks who are here and being able to have a trip to the cenotes as a part of the included experience. Does not seem fair.6) Rooms are outdated--. flush is partially functioning, shower door is leaking and the room service is certainly NOT upto expected standards.7) EAT vegetables/fruits at your own risk--> 50% chance of gastroenteritis based on our family experience.8) The chef at the quesedilla station told e he was outnof pork---> but immediately was able to make it for the next family ???9) How can you have a towel shortage on a beach in a 5 start resort????10) The coffee/tea/cups/beds were not replenished/properly made by room service .In other words--take your money to another real 5 star resort and save yourself the hassle ( and possible risk of gastroenteritis !!)BTW --> I HAVE NOT INTEREST IN WASTING MY TIME WRITING A NEGATIVE REVIEW WHILE ON MY VACATION--> so please be assured this is all very real and troubling !!!****** ********

  

  Business Response

  Date: 01/02/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:12/28/2024

  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.

  I am staying at the Hyatt Regency Waikiki from 12/22-12/29. During this stay I have had numerous issues which I shared with the hotel:1: elevator wait is wasting hours per day. Sometimes its 20 minutes just to get from floor 27 to lobby. Photo is attached. 2: the **** isnt working and hasnt worked for the majority of my stay. And there is no cell service on the 27th floor either.3: the ** cannot maintain temperature we are forced to close our curtains to even remain in the 70s, which completely blocks our view of the ocean (which is the entire reason why we paid extra for this room/view).4: the front desk has been entirely unhelpful with all of these escalations. 5: I paid for a diamond head view, which is blocked by another hotel (floor 27 isnt high enough), the hotel did offer me a discount to a non-Diamond head view which they did provide already. The hotel is sold out so they refused to relocate me to the room type which I paid for initially (booked 8 months prior).

  

  Business Response

  Date: 01/03/2025

  Guest has been contacted, and resolution has been found. 

• Initial Complaint

  Date:12/24/2024

  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 am writing to formally file a complaint regarding a serious incident I experienced during my recent stay at *********************************, located at ******************************************************************** a loyal Hyatt Globalist member, I chose this hotel for its reputation for luxury and high standards. Unfortunately, on December 23rd, 2024, my husband suffered from severe food poisoning after dining at ********** within the hotel. The symptoms, which included *******************, began shortly after the dinner. What made the situation worse was the hotel managements lack of response. Despite reporting the issue to the hotel manager, no effort was made to assist me or offer compensation for the medical expenses and disruption to my plans. I believe this lack of action demonstrates a failure to uphold proper hospitality standards and guest care, especially at a premium establishment.This experience not only caused me physical discomfort but also significant inconvenience and distress. Unfortunately, my experience at Park Hyatt ***** fell far below these expectations.I kindly request Hyatt to investigate this matter and hold Park Hyatt Seoul accountable for their negligence. Furthermore, I seek assistance in obtaining appropriate compensation for the medical costs and other damages I incurred due to this incident.I hope that this complaint will bring attention to the importance of maintaining high standards in hospitality and food safety. I am happy to provide medical receipts, and other documentation upon request.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 12/30/2024

  Guest has been contacted and a resolution offered

  Customer Answer

  Date: 01/02/2025

   
  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:12/20/2024

  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 reserved a room at the ********* *********** on May 14, 2024 for accommodations for February 8-10 2025. On May 14, 2024 I made an additional reservation for February 7-8 2025. I paid a total of approximately $772 for reservations. ACE hotel was rebranded to The *******, part of JdV by Hyatt in June of 2024. I was not notified by Priceline nor the hotel of this change. Reservations are still currently showing to be valid in Priceline app, but now as The *******. As a result, I wanted to clear any uncertainties. After speaking with both the hotel and Priceline, I was informed that reservations will not be honored. I have spoken with both Priceline and The ******* several times to remedy this issue, but to no avail. Earning interest on my money as well as so many others who have pre-paid several months in advance for accommodations that are not honored is not an acceptable business practice. Transportation arrangements, work scheduling, etc. have been made not only by my wife and I, but also with five other couples that also had accommodations at the ACE. Room reservations during the Rebranding stages of ACE to The ******* surely had to be taken into consideration.

  

  Business Response

  Date: 01/02/2025

  Guest has been contacted, and resolution has been provided. 

  Customer Answer

  Date: 01/02/2025

   
  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:12/20/2024

  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 booked a room through ******* to attend a wedding. I have their confirmation of the booking and my payment for the room. When my husband and I arrived, we were told we had two rooms. One under my name and one under my husband, *****. My reservation by Vio was under my name. The front desk said they took care of the discrepancy. I saw on my charge statement Hyatt billed me $160.55 for the same room. They listed me as a no-show. Hyatt corporate told me the hotel gave me a room when my sister-in-law added me to the wedding list so I would receive a welcome basket. I did not book this room, I never got a confirmation of this room. They obtained our e-mail and credit card at the desk when I checked in and put this unauthorized charge on it. I have documentation from Vio but nothing from Hyatt for the second room reservation because it doesn't exist. Vio checked into it and said the hotel is calling it a no-show.

  

  Business Response

  Date: 01/02/2025

  The hotel has contacted the guest and refund the additional reservation. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22714565
  
  I am rejecting this response because: Hyatt contacted me outside the BBB and said they are refunding Vio, (not me), for my legitimate reservation I made thru ******* for ****** Vio paid the hotel.  I paid ******to Vio for the reservation.  Vio wil not refund anything because when they contacted the Hotel, they were told I was a no-show, which was untrue, I was there at the front desk. The front desk checked me in to the bogus reservation the hotel admits was not made by me and listed the prepaid true reservation as a no-show. Vio was the innocent party in all this and will not refund my money, they did what they were supposed to do, and so did I, namely I prepaid and showed up for  my reservation. I previously sent you a copy of Vio's bill, the true reservation. The hotel owes me ****** they fraudulently placed on my credit card without my knowledge.  They are in effect telling me that now I must fight with Vio to get my money back. Vio did nothing wrong, I sent you copies of the correspondence sent me from Hyatt outside the BBB.  ***** times they contacted me against procedure and I emailed them to your chicago office with my case number attached.  My answers to their correspondence explains all.  Before you make a decision, please review this additional information.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/18/2024

  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 booked a room at Hyatt Place in *********, ** in August 2024 for January 17, 2025 for a family reunion. I have been a Hyatt member for years and have booked reservations and been able to change or cancel them. It may have been an oversight on my part that there was a new policy. The rate states it was full prepayment at the time of the booking. I was unaware and I blindly booked the reservation as I have done so many times before. Do to know fault of my own I am unable to travel. I am a disabled veteran whose condition unfortunately has deteriorated and have had recent surgery and scheduled for another. I contacted the hotel on December 18, 2024 well within the standard time for cancellation prior to the Hyatt policy change. I spoke with ****** who identified himself as the assistant general manager. I explained my situation and he stated he could not make an exception. This would be a great hardship for me to travel to lye in a hotel room and expose patrons to my illness but that it was ****** would have me do. I asked for a date change and not a refund and again was told about the new policy. I read the policy today and it does state that full prepayment is due at the time of booking. I booked the reservation in August and had the Hyatt adhered to their own policy and charged me at the time of booking, I would have been aware of the new policy. I was not charged until October 17, 2024, two months after I booked the the room. The Hyatt wants to enforce part of this new policy when it suits them and not at the time of booking as the policy states. Now do to no fault of my own I want to cancel and was told by ****** at the hotel that if I make an exception for you, then I would have to make an exception for everyone. I honestly don't believe he has many disabled veterans that are unable to travel and can provide valid documentation as such. Instead of having compassion and consideration, he took a hard stance that I do not understand.

  

  Business Response

  Date: 12/29/2024

  Guest has been contacted, and resolution has been provided. 

  Customer Answer

  Date: 12/30/2024

   
  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:12/16/2024

  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.

  We stayed here for a night, 12/14-12/15. On 12/15 before checking out (Our check out time was 11:30AM), we went out first then came back around 1020am. When we were waiting to go up, the elevator opened and the staff have all our bags and luggages. We did not request for our luggages because clearly we are out and were still coming back to grab them. He told us that someone called and asked for our things, we said we did not make any phone calls and asked for our things. He pointed us to the receptionist. We told the receptionist about our concern and he was very rude. He was sarcastic and was not looking at us the entire time. My boyfriend told him we did not call for our bags to be brought down. He said Well someone between you two called. Are you sure its not her? We were together so clearly we would know if someone made the phonecall. My boyfriend told him nicely that Were together and she did not make the call. Mind you we already told him that no one between us made any phone calls so it was stupid of him to ask us and point fingers at us. He said We get phone calls all the time so we dont know. My bf still asked in a nice way You did not ask the name and verify who it is before you said okay to being our things down?. He replied No we dont do that. So, there it is everyone. They dont care about your belongings. They wont even protect your stuff and just randomly okay a phone call without verifying. We asked to talk to the Manager because this is scary and upsetting. We travel a lot and stays at Hyatt almost all the time since we are Hyatt members, so this is the first time we ever experienced this. What if someone else claimed our luggages which happens in other countries? At least the manager was accommodating and well trained in dealing with customers. Clearly the receptionist is not trained in hospitality management. They touched our things without our consent and we need to be compensated because they violated our rights

  

  Business Response

  Date: 12/21/2024

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

• Initial Complaint

  Date:12/15/2024

  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 have several free night award certificates to be used at any Category 1-4 Hyatt property globally. In December of 2024, I attempted to reserve stays in ***** and ***** for fall 2025 using these free night award certificates on standard rooms. After checking availability of each day in September, October, and November 2025, no standard rooms show as available at the Hyatt Regency Paris Etoile (category 4 hotel). I emailed Hyatts guest care support; the associate replied that award availability on rooms opens up 13 months in advance. She is able to see award availability for Jan 1, 2025. After checking myself, I could see the same but that no standard rooms were available 10, 11, 12 months out. Not even January 1st, 2026. I have a hard time believing that a standard room could be available so close to the upcoming new year but those same room types arent available more than a year out in a 35-story hotel. This is in contrast to the Hyatt Centric in ****** where award nights are widely available. It seems that Hyatt or some of their individual properties are controlling when to make certain rooms available despite their policy.

  

  Business Response

  Date: 12/19/2024

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 12/19/2024

   
  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:12/15/2024

  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.

  On Saturday December 7, 2024 I checked into this hotel with no issues. Staff was fairly accommodating and pleasant. On Dec 9, 2024 I left the hotel to catch my flight back home to *****. Before booking the hotel I doubled checked the deposit information as far as price and hold time. It is going on 5 business days and I have yet to receive my deposit back into my acct. I literally have no clue where my money is. I spoke with the ** who informed me that they had released the funds on the 9th, however, my bank is stating that the hotel has a 30 day hold on my deposit that was taken from my account immediately when they swiped my card. Ive been having to borrow money and/or miss work due to this inconvenience that has been caused by this hotel.

  

  Business Response

  Date: 12/22/2024

  Guest has been contacted and did not respond to requests for stay details. 

• Initial Complaint

  Date:12/15/2024

  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 am writing to provide feedback on a very regrettable experience that is completely unbecoming of Hyatt or any eating experience of this price. I treated 3 friends to breakfast 12/14 and 2 of us were completely unsatisfied with our meal. Normally, I would have spoken to a manager, but since we had a complete day planned, I didn't want to ruin the mood with a complaint. I had a 20 minute wait for an omelet that was completely overcooked. I waited 5 minutes at the omelet bar that was stocked but unmanned. An employee finally approached me and said our server, needed to request an omelet. For some reason, when we said we were doing the buffet., he never asked if we needed any omelets. I was asked to have a seat and our server would be over. Our server never returned, so another employee took my order and after another 10 minute wait, I received an overcooked omelet despite not choosing the well done option. Everyone at the table said the omelet did not look good. Another friend was disappointed because photos showed a carving station, which clearly was not available so after spending $150, only two of us actually ate our meals. Service was slow and this was the first time I've been anywhere with an omelet bar that was not manned. This was an amateur operation for a professional price. I regret coming in and regret tipping and hope restaurant or hotel management is ready to make it right.

  

  Business Response

  Date: 12/18/2024

  Guest has been contacted and resolution found

  Customer Answer

  Date: 12/18/2024

   
  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,
  
  **** *******