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 Inner Harbor

  511 S Central Ave Baltimore, MD 21202

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  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

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  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

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:12/13/2024

  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.

  I am writing to express my frustration and seek urgent assistance with an issue I have encountered while attempting to book an accessible room at the Grand Hyatt ************** using World of Hyatt ************** Details:Dates: March 27th April 2nd, 2024 Room Type Needed: Two Twin Bedroom with Accessible Shower Despite the accessible room being available for cash on these dates AND the non-accessible two twin bedroom (which has the exact same square footage) being available for points redemption, the accessible two twin bedroom is not showing as available for points redemption. Furthermore, I checked for every night over the next 365 days and found that no accessible rooms are ever available for points redemption.This issue appears to be a technical or policy limitation, which is deeply concerning. Guests with accessibility needs should have equal opportunities to use their World of Hyatt points for accessible rooms, just as they can for standard rooms. Denying this option could be perceived as discriminatory and contrary to Hyatt's commitment to inclusivity and **************** resolve this matter, I kindly request:Assistance in booking the Two Twin Bedroom with Accessible Shower for my dates using points, clarification on Hyatts policy regarding points redemption for accessible rooms, and escalation of this issue to your accessibility or corporate advocacy team to ensure equitable treatment for all guests.I have already spoken with Hyatt phone support multiple times and even had a case opened. Unfortunately, the case was not resolved, and I was transferred to the hotel directly, where they only spoke Spanish. I am now turning to you for help in resolving this matter.

  

  Business Response

  Date: 12/25/2024

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:12/11/2024

  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 a routine and professional traveler for work Im 41 years old. Ive never experienced anything like this. My husband. Decided to get a hotel for the rare occasion of his holiday Christmas party got to the hotel in the evening went to the party slept and left to our surprise 20 minutes after leaving we received an unauthorized $200 charge to our card. When we inquired as to why The explanation was made up of lies and fallacies, we were told, and we also made a case with Hyatt corporate that because the smell of cigarette were in the room that we were smoking and theres a $200 cleaning fee when asked why do they say that they referenced the cigarette **** in the trashcan that my husband on camera smoked outside gracefully put out, came inside and threw away There were several smoke alarms in the room. There was no smoking. This is a very, very old Hyatt house where people have long stays the neighbor had a dog and was cooking Italian food, so the ability to go into a room in the next morning and automatically because of the smell of a cigarette **** coming from the trashcan, say the broom of smoked in is absolutely 100% wrong, especially as I am on camera smoking cigarettes I would see a full refund at the very minimum the bill adjusted for this. We have not been given one legitimate reason they do not have one solid piece of proof nor are you able to differentiate slight smells in a hotel that is so so old outdated and a long stay for many clients. Its not even logical. I genuinely genuinely feel that this is a racket I would like the entire group, especially the general manager named **** looked into for this because Ill tell you what if there is multiple gas charge each day, somethings very very wrong they made up lies about us and charged us for nothing so I have to imagine this is prevalent. Please let me know how to proceed. Thank you

  

  Business Response

  Date: 12/17/2024

  Guest has been contacted by the hotel and was advised that the hotel stands by their findings. We support the hotel's decision. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22674549
  
  I am rejecting this response because:

  I have asked the hotel to pull the video footage of my husband smoking ciggerates numerous times outisde and did not smoke in the room. The communication between corporate Hyatt and the Hyatt I stayed at was misleading ans contradicting with responses: corporate Hyatt was told there was no manager or supervisor on site, couldnt not pull the video footage because there was to many people on camera, only evidence of smoking in the room is because my husband didnt want to litter the cigarette butts in the ground and put them in the trash can that the hotel staff went through my garbage and ripped open bags. They told corporate that the evidence of smoking in the room was ciggerate butts in garbage in which I said pull the camera footage you can see my husband on camera putting out the ciggerates and putting in his pocket bc there was no place to put the ciggerates, he then came back to room and put  in garbage.   After calling corporate Hyatt back and they were finially able to get ahold of the general manager she told a complete differnt story. She was not there ans she was going by the report which was opposite as to what they told corporate Hyatt that first day when I checked out. 

  i asked multiple times to pull the video footage, asked corporate to have the Hyatt probe they used a special machine to clean the room and  any evidence they were charging me for and they failed to to this. 
  They are lying ans trying to cover up and exaggerate the fact that I asked for documents they refuse to provide for me. There was no smoking in the room!  

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

  

  Business Response

  Date: 12/22/2024

  We have fully investigated this complaint with the assistance of the property's executive management team. There are trashcans with ashtrays located at guest entrances. There was evidence in the room that smoking occurred, and the room had to be placed out of service for multiple days. Review of surveillance would indicate if the guest smoked outside but would not show inside the room. We support the hotel's handling and decision. 

• Initial Complaint

  Date:12/11/2024

  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.

  I am reaching out regarding a frustrating issue I have been dealing with Hyatt Vacations. Im finding it increasingly difficult to explore cancellation options for a timeshare I can no longer afford. Hyatt vaguely communicated about exit options, but their discretion seems to be unfair and they will not allow me to exit my timeshare.Since expressing my decision to leave the timeshare on 2/28/23, Hyatt has not provided me with any considerable exit alternatives. After going through this for over eighteen months, it seems Hyatt is not as willing to assist as they claim. Even though I was not utilizing the timeshare, or have ever utilized it. I am still being told I have to fulfill financial commitments, which was not what I originally agreed upon.I was under the impression that if I ever decided to return the timeshare, it would be an available option. Yet, Hyatt has denied taking it back, insisting that their hands are tied. It seems that Hyatt is ignoring my requests for help.I feel completely trapped and I'm hoping you can assist in any way possible. Ultimately, I wish for both my and my spouse's account with ********************** to be cancelled, allowing us to put this issue behind us. I sincerely appreciate any assistance you can provide to help resolve this matter.

  

  Business Response

  Date: 12/22/2024

  Member has been responded to. We have escalated this to the appropriate management team who has reached out to the guest. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22674123
  
  I am rejecting this response because: I was told we're not there yet on settling.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/06/2025

  We have escalated this to the appropriate management team who has reached out to the guest. We have informed the guest that there is no exit on demand available. The guest has to wait till they receive an offer to exit.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22674123
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/11/2024

  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.

  Ive been working through ************************** regarding a stay that I booked at ************ for our daughters Sweet 16 birthday. I prearranged a cake and balloons only to have our stay cut short just after check-in as we were informed there was an air conditioning issue and customers were being relocated. At dinnertime ****** ****** told me that we would be moving nearby to another Dreams property..Sands or Natura in the hotel zone. When it was time to move around 10p, we were taken on a 40 minute drive to Hyatt Ziva in **************. I checked a map and Im wondering if there was a mixup as I see there is another Hyatt Ziva near the hotel zone which would have aligned with ******* promise. When we arrived, we were told we were booked in one room instead of a suite and we had to push to get two rooms but they werent adjoining and one of them had terrible rust stains and an infestation of what we were told to be ants. The property had hurricane damage to the roof and boardwalk, no golf course and other missing or unmatched amenities. The rooftop of the main building had a major bee problem that we walked into and my husband was stung. A man in a bee suit walked out of a room when he heard the commotion but there were no warning signs. The hotel operated two restaurants per night and some menu options were not available. The snack shop had limited gelato and pastry options in comparison to Dreams Vista and there wasnt much for nightly entertainment. There was also no real beach which was the main thing that my daughter asked for and the property had foul smells of what seemed like sewage. The manager offered us a Cabana for the bee sting but they wanted my husband to sign a waiver for medical liability which was a no go. My husband paid for the ****** after a heated discussion with the manager and then we settled it out at checkout. We spent a good portion of our time dealing with management on issues and it was definitely not relaxing or a nice birthday with the family.

  

  Business Response

  Date: 12/24/2024

  We have escalated the guests concerns. The hotel had reached out to the guest and offered compensation. 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22673458
  
  I am rejecting this response because:
  The business did nothing above and beyond what I did before contacting BBB and the hotel is still not assuming any responsibility for what occurred to my family. Based on their last response the ***** points still stands as a gesture and not a compensation. That doesnt cover a nights stay and I responded that its unacceptable. Im not sure if they received it or not as I received an auto reply. Its the same frustrating process as before.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 01/07/2025

  The hotel has contacted the guest to offer compensation, and we have also reached out to offer additional compensation. We believe that the combined offers from both parties represent a fair resolution to the situation.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22673458
  
  I am rejecting this response because: per the last email exchange yesterday, customer service is working with the hotel to seek points for an additional nights stay. I would recover two of the four nights rather than one.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 01/17/2025

  The hotel has reached out to the guest and offered compensation that has been accepted by the guest. We consider this to be a fair resolution to the concerns raised and fully support the hotel's decision.

• Initial Complaint

  Date:12/09/2024

  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.

  My family and I visited the Grand Hyatt Kauai on 6/19 - 6/24. I am requesting a partial adjustment to the bill of $9,848.95. We had a terrible stay and our complaints were not taken seriously. Requests in-person and through calls/email to the General Manager of the Hotel were ignored. Our chief complaint was security. Had our personal belongings taken or stolen at the pool and the security person retaliated as he mishandled the situation and when we told him we were going to escalate, he had us evicted from the property. There was a safety issue reported to this Assistant in security and no management was available that day, the person that was involved disparaged my child for being Jewish because she was Muslim. She was the instigator and reported us to the same security person, who retaliated when we were the victim. Requesting that half the total bill be refunded for the horrible stay and mistreatment.

  

  Business Response

  Date: 12/19/2024

  **************** fully investigated this complaint. The guest left items unattended in a public space. **************** did not locate the missing items. The hotel's management addressed and communicated with the guest while the guest was on site regarding the issues faced.  Hyatt remains committed to maintaining a respectful and welcoming environment for all guests and colleagues. We support the hotel's handling and decline to issue compensation.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22661397
  
  I am rejecting this response because the Grand Hyatt Kauai's failed to address my complaint or take accountability, including our safety concerns. The **************** did not assist at all and took no responsibility, instead, they sent this back to the property and the staff that this complaint was made against.

  The General Manager of the hotel since inception has repeatedly made himself unavailable and absent and made no contact to-date as requested. The Director of Rooms, ***** ******* left a voice message and then never returned any of my call to resolve. Non-responsive. 

   I received a form email response from the hotel that was a complete failure to address my family's personal belongings being stolen and said we should not have left items at the pool unattended.

  The hotel failed to address that my family, and I were victimized and harassed by the staff, had theft on property, and that there was anti-semitism from another guest, which are major safety concerns. Their response was that they had conflicting information, however, there was a failure to complete any due diligence or obtain the facts. The response is completely unacceptable!

   

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

  

  Business Response

  Date: 01/05/2025

  We conducted a thorough investigation of this complaint in collaboration with the propertys executive management. The hotel management engaged directly with the guest during their stay to address the issues encountered. Hyatt is committed to diversity and inclusiveness, regardless of nationality, race, religion or preferences and remains committed to maintaining a respectful and welcoming environment for all guests and colleagues. **************** also completed a thorough search and did not locate the missing items that were left unattended in a public area. We support the hotel's handling and decline to issue compensation.

• Initial Complaint

  Date:12/09/2024

  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.

  On Wednesday December 4th at 8:10 PM, I booked a trip through ****************** for an all inclusive stay. The trip total was $2345.78. Unfortunately, due to a technical issue with my internet and possibly clicking the mouse too much, the same trip was accidentally booked twice. I realized the error immediately and canceled one of the bookings at 8:20 PM, just 10 minutes later. However, the next day on December 5th at 3:36 PM, I got an email saying that only $751.71 was refunded (the flight portion and not the hotel). The hotel is a Hyatt hotel and is called Breathless Cancun Soul Resort and Spa- All Inclusive. Check in is Saturday December 21, 2024 and Check Out is Wednesday December 25, 2024. The Hotel Confirmation is 398yanMv6a. The hotel cancellation policy is confusing to understand, but the reservation was cancelled right away on December 4th at 8:20 PM.Below is the cancellation policy:Hotel Cancellation Before: December 5 2024. Cancellation Penalty: 100%. Cancel Policy: Penalties may apply unless Travel Protection Plus is purchased. Refer to the Terms and Conditions for ************** for brand penalties. Hotel Cancel Policy: Cancellation Penalty: 100%.While this policy is somewhat unclear, I canceled the duplicate booking on December 4, 2024, well within the stated time frame. Despite this, only a partial refund has been processed, and the hotel cost remains unresolved.CheapCaribbean has informed me that they cannot issue the refund until the hotel processes it. They have contacted Hyatt Breathless Soul Cancun multiple times via email with no response. I have also tried calling the hotel directly but have not been able to get assistance. This situation is highly frustrating and seems unfair. I currently hold an active reservation at the hotel (confirmation number: 3986zwOCRv), yet the duplicate booking, which was canceled immediately, is still being charged. I respectfully request that this matter be escalated so the refund can be processed promptly.

  

  Business Response

  Date: 12/22/2024

  Guest's concerns have been escalated to the appropriate management team to address. Guest has also been advised to contact the Tour Operator used to book the reservation. 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22661096
  
  I am rejecting this response because:
  
  I will not accept it until a refund is issued. The tour operator said that they accepted a waiver to refund, but we have not gotten anything yet. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/05/2025

  Guest concerns have been escalated to the appropriate management team who has been in touch with the guest. The hotel did not charge a cancellation fee. Guest booked through a Third-Party Vendor and has been advised they must contact the Third-Party Vendor for the refund.

  Customer Answer

  Date: 01/06/2025

   
  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:12/05/2024

  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.

  World of Hyatt closed my account. But while my account was still active, I was trying to transfer the points to my husband's account. They was not doing it until the day they closed my account and forfeited all my legitimate points which has cash value. Please explain why I can't transfer my points while my account still active? Thanks

  

  Business Response

  Date: 12/12/2024

  After thorough investigation it was determined that the guest violated our terms and conditions. The guest has been contacted.

• Initial Complaint

  Date:12/04/2024

  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.

  Hello,I called today to see if I could cancel my booking, which I made less than 12 hours ago due to family issues, or ask if I can pay the extra 10 bucks for a refundable cancelation for the "just in case we need to cancel" since when I book it was hiding that it would be nonfoundable since it was pushing me to sing up for their membership for "extra perks".Regardless I called ************* at 9:39 am and was not even allowed to state my case or say anything. All they heard was cancel and said no we can. I asked if I could speak to a manager about this and they were going to transfer me but I was placed on hold and when ***** the lady who I was speaking with was so rude and said the manager said no. I politely said okay well can I still speak to her and she said "okay but she wont do anything for you". so I was put on hold again only to then talk to a another customer service agent but a higher up one named *******. She was a little less rude but still I explained to her what happened and she said the associate said the manger said no so no and I was like I want to speak to the manager so I can get that info from her. I was put on hold for 20 minutes so I hung up and called the Hotel lotion myself, asking for the manager to only find out the manager not even working at the time (10:30 am) to call back at 12 and she would help me. I even asked if there was no way customer service agents could reach her and she said "No she is not here yet, she can take any calls". I was shocked. How can they lie to costumes like that without any remorse and how can they treat customers in this way? Now I will be staying at this hotel knowing the way this company treats its customers. I have stayed at *********************** before and have loved the staff and service I got. And even now the hotel staff I talked to was nice, it's the 1800 agents that lie and are rude. They need better training. Lying to me like that was so wrong.

  

  Business Response

  Date: 12/07/2024

  Guest has been contacted and resolution found, 

• Initial Complaint

  Date:12/03/2024

  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 Loft Suite room months in advance for Thursday November 28th to Sunday December 1st 2024. Two hours before check in I was told that my room was unavailable because housekeeping wasn't there. I was told that I would have to downgrade to a standard room only. Because of this I requested a cancelation because the accommodations wouldn't suit what I needed. I was promised that my hold would be reversed and would be given a refund due to the inconvenience. Unfortunately the hold was processed and I wasn't given a refund.

  

  Business Response

  Date: 12/09/2024

  Guest has been contacted and a resolution offered

  Customer Answer

  Date: 12/11/2024

   
  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:12/03/2024

  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.

  On our check out date, my husband and I went to breakfast outside of the hotel, returned to the room prior to check out time. The housekeeper had started cleaning the room, discarded our items ( including souvenirs) in the trash( which contained garbage from other rooms), and also had taken possession of shoes and a cooler which we found to be on her cart. We had to go through the trash bag to retrieve our items. If we did not return to our room at that time, our items would have been gone. We were given $50 off of our room, which I have been told is the settlement. We only agreed to this outcome because we had to start our return trip home. I do not feel that this is adequate compensation. The staff was brushing off our complaints, and the housekeeping manager never even spoke to us. I do not see how it was OK for the housekeeper to start throwing out our belongings, or how it was OK for us to have to go through a garbage bag.

  

  Business Response

  Date: 12/11/2024

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  **** *******