Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,019 total complaints in the last 3 years.
- 437 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2024
Type: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 want to make a complaint on Hyatt Group, my Hyatt account is **********, I am a loyal guest to Hyatt, and I have registered this account for nearly 7 years. Recently, I hope to transfer ******* points from my account to my wife (name: ****** **)'s account for her trip, because once the points were in her account, she could do the redemption freely and more convienient. And for for verification, I attached my passport, my wife's passport, and our marriage certificate in the email to ************************************** which was sent on Nov 23. But, Hyatt does not do that as we request, and Hyatt think it is a kind of fraud, and frozen my account!!! You know, I am a globalist elite member of Hyatt, it is the top honest guests in Hyatt, with a frozen account, it would affect my future accommodation in Hyatt hotels, and points transfer to a family member is a basic function of Hyatt, it does not agianst any rules of Hyatt, I also sent them my proof of our relationship. And I tried to contact Hyatt via phone, the department doesn't know what happened, and can do nothing for me, and I sent an email to **************************************** on Nov 27 for the same question, the representative only said Hyatt had already sent me an email about what happend on Nov 26, but I did not receive it, and I request him to resend me one, they also kept silent. Finally, I hope my problem could be solved, and my account could be normal. Thank you!
Business Response
Date: 12/05/2024
Account was closed due to violation of the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions along with contact information. We stand behind our decision.Customer Answer
Date: 12/10/2024
Complaint: 22630234
I am rejecting this response because:Hello,
Thank you for your email, and I am so shocked about the result.
I did receive an email from Hyatt Fraud Investigation, but as I thought, I did not know what I had done recently have violated your rules, and I just did a points transfer to my wife's account on November, only this behavior might be considered as violating the rules which listed on the email from Hyatt Fraud Investigation,
(iv) attempt to transfer your account or any points or awards to another Member or a third party
But transferring points is allowed and is a basic function of World of Hyatt, it was introduced in the membership plan, isn't it? And, in my request to transfer points, I also attached my wife and my passports, and also the certificate of our marriage, they are official documents which were issued by the China government, why you think they are not eligible to prove our relationship?
I think there must be some misunderstanding between us, and I hope you know, though I might violate your rules by mistake, but it was not on my purpose, I registered my account on 2016, and kept for diamond or globalist elite for several years which shown my loyalty and sincerity to Hyatt group, I want to have a long-time and stable cooperation with Hyatt. So, everyone would make a mistake, and I hope you could communicate with the Hyatt Fraud Investigation team, to offer me one opportunity, I would watch my behavior in future, the punishment of forever closing my account is quite serious to me!
Thank you so much.
Sincerely,
** *******Business Response
Date: 12/12/2024
Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.Initial Complaint
Date:12/01/2024
Type: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'm filing this complaint do to issues currently during my stay here at Hyatt ****************************. I've had this reservation set for nearly over two months. I'm an Hyatt# ********* (old account was lost I guess). I was booked from 11/29/24 - 12/02/24. Requested early check-in for 11/29/24 but the room wasn't ready. Was not made aware that you have to pay $42 a day for parking ($210) that is absurd to me. My room had to be switched due to water and mold damage to which I'm extremely allergic. (I now have a upper respiratory infection from that exposure) My room was changed several hours later. I have complained about having no heat in this room for 2 days and was informed today that my room will be switched again. (room was switched again as well because that room did not have heat)When requesting room service as prescribed and following the instructions of calling the front desk to request room cleaning services. The past two days the request has been meet by some rude housekeeping staff who informed me they would not be cleaning my room since I was not checking out. The overwhelming smell of marijuana throughout the hotel has been an unpleasant surprise. Due to all the issues and needing to move rooms three times, this has affected all of my plans that was scheduled for this family visit. This was to be a stress free and fun time with my family but has ended up being held prisoner to the hotel and trying to work through issues.I travel a lot and this has been one of the worst travel experiences that I've had overall in sometime. The only bright spot has been the two ladies (Ms. ****** and Ms. ***** that have tried to manage the issues to the best of their abilities.Business Response
Date: 12/12/2024
Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest.Customer Answer
Date: 12/14/2024
Complaint: 22623527
I am rejecting this response because:I'm rejecting the response due to the arrogance, dishonesty and dismissive attitude that this company has shown me. Im currently still under medical care due to the exposure to mold during my stay at Hyatt Hotel in *********, Md. (******************) 11 Nov. 24 - 02 Dec. 24. Im still under medical care and had to be seen in the Urgent Evaluation VA Clinic at ******************************* on 12/10/24 due to the mold exposure complications. I was provided with several nebulizer treatments, which included steroids and non-steroidal breathing treatments. I also had to be given an intermuscular steroid injection. I had to miss 2 days of work and had to be restricted to working from home for 7 days due to the coughing from the infection that had developed in my lungs/airway due to the mold and the fact that I needed to be able to give myself 4 nebulizer treatments per day. This requirement is still ongoing per doctor orders.
I'm still under the care of my provider for this illness so providing documents will be an issue due to the medical notes are ongoing and have not been released as of yet.
Please don't forget that two rooms that I was assigned to rooms that didnt have heat and was required to spend 24 ****** one room because hotel maintenance didn't respond to the request that I made the day before, to check the heat.
Exposed to the overwhelming smell of marijuana throughout the hotel in public areas. I was denied housekeeping services by the housekeeping staff after following hotel policy for requesting room cleaning services.
Equipment and medicine I have been administered and given as take home:
1. Nebulizer Machine
2. *********** 400 mg - for excessive mucous
3. *********** 100 mg - excessive coughing
4. ********** 20 mg - airway inflammation
5. *************** 0.65% - nasal spray
6. ********* 90 MCG 2000 oral inhaler -*******************
7. ********* 3/Ipratrap 0.5 mg/3ml
8. ********* S04 *****% Inhl. 3ml
Sincerely,
****** ********Business Response
Date: 12/25/2024
**************** has been in contact with the guest. Compensation was accepted and information was provided. Guest has not yet returned required form to hotel for additional assistance.Customer Answer
Date: 01/08/2025
Complaint: 22623527
I am rejecting this response because: I never received a request for information, other than the one I provided with the pictures, medication list and diagnosis.
Sincerely,
****** ********Business Response
Date: 01/17/2025
**************** is in contact with the guest and is working with them to address the issues.Customer Answer
Date: 01/27/2025
Complaint: ********
I am rejecting this response because:
Case# ********
I'm responding to your last response informing me my case was being closed due to me not responding and that is false. I have responded and supplied whatever information that has been requested. In fact, the company (Hyatt and people working on their behalf are the ones not being responsive)
I've provided statements to Hyatt leadership multiple times, I've provide the completed claim form they requested. I received a text message 1/21/25 at 10:05 a.m., which I've included below. It directed me to a website to setup the account but the case number provided by **** ******* was invalid. I attempted to call him at least ************************************************** back. As of 10/24/25 at 1429, he has not responded to my text, email nor phone calls. I attempted to also calling ******** **************** and have not gotten a call back.
To be clear, I have not received nor accepted any offer and this case is to remain open. Hyatt have been stalling and delaying the resolution process.
****** ********
Sincerely,
****** ********Business Response
Date: 02/09/2025
Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint. ***************** has been in contact with the guest.Customer Answer
Date: 02/10/2025
Complaint: 22623527
I am rejecting this response because: There have not been any communication from the business other than ******** reaching out for the very same information that I submitted to both the BBB and the General Manager of the Hyatt *********. I think this is yet another false statement from the business.
Sincerely,
****** ********Initial Complaint
Date:11/29/2024
Type: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 made a reservation with hyatt #******** for a stay at hyatt place in **********. there is a tab "members save more" along with other rates, i booked that. in that description it does not mention that it is a prepaid option since they changed the wording from months ago. i chose it, a few days later the price dropped and i cancelled and rebooked. unless you scroll down you don't know that it's non refundable in the "members save more" option versus "member rate". i called customer service, no help. went thru social media direct messages, no help. i even tried getting the deposit rolled into my new reservation but no help.Business Response
Date: 12/03/2024
Guest has been contacted, and resolution has been found.Customer Answer
Date: 12/04/2024
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:11/29/2024
Type: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.
During my stay at Hyatt ********************* *********** (Nov *****, 2024), I encountered multiple issues that reflect poor hygiene and unprofessional management.1.Hygiene Problems: Housekeeping left a dirty cloth in my room on Nov 24, and worse, I discovered bloodstains on my bed linens on Nov 25. These linens were not replaced for two nights, which is unacceptable and a significant health ******************** Failures: I reported the issues to the front desk, but the manager failed to provide promised documentation. During check-out, another manager unprofessionally pressured me to accept inadequate compensation of $200 and refused to resolve the case properly.3.Billing Issues: I did not sign the bill due to my dissatisfaction with the service. The charges include both accommodation and dining, but the unacceptable service makes the entire bill disputable.Despite reaching out to Hyatt Corporate, the resolution offered was insufficient. I believe the business failed to uphold its standards and ignored my legitimate concerns.Business Response
Date: 12/10/2024
The hotel has opened up an insurance claim. The insurance adjuster will investigate the claims and contact the guest once completed.Customer Answer
Date: 12/11/2024
Complaint: 22619695
I am rejecting this response because:
The Hyatt's response does not address the following key issues:1.**Lack of Transparency**: - Hyatt has escalated the matter to their insurance team but has not provided details, such as the name of the insurance provider, claim number, or a timeline for resolution. Without this information, I cannot effectively follow up on the investigation.
2. **No Formal Apology**: - I have yet to receive a formal written apology from Hyatt or its management acknowledging the severe hygiene issues and the impact on my stay.
3. **Unresolved Health Concerns**: - Despite my repeated requests, Hyatt has not addressed my concern regarding potential health risks for myself and my two guests due to the bloodstains discovered on the bed linens. I am requesting that Hyatt covers health check-up costs and any related medical expenses.
4. **No Compensation Offered**: - My primary request for a full refund for the entire stay remains unaddressed. Additionally, the emotional distress and disruption caused to my trip have not been considered.I am rejecting the business's response because these concerns have not been addressed satisfactorily. I request BBBs assistance in holding Hyatt accountable to resolve this matter fairly.
Sincerely,
ShuBusiness Response
Date: 12/19/2024
Hotel's executive management has been in contact with the guest. They have attempted to resolve the matter by offering many forms of compensation which the guest has declined. Since the guest has declined all attempts to resolve with the hotel. The executive management team has submitted the guest's complaint to their insurance due to the nature of the complaint. The insurance adjuster will handle all communication.Customer Answer
Date: 12/19/2024
Complaint: 22619695
I am rejecting this response because:1. No Evidence of Offered Compensation:
Hyatt claims to have provided many forms of compensation to resolve this matter. However, I have only been offered either a $100 discount or ****** World of Hyatt pointsnot bothand there is no written proof of these offers. If Hyatt asserts that additional compensations were offered, I request evidence in the form of written communication, emails, or any formal records to substantiate their claim. Without this, their statement is misleading and lacks transparency.
2. No Formal Apology:
Despite the severity of the hygiene issues (blood-stained bed sheets and leftover cleaning cloths) and the unprofessional behavior of the manager, ******** *****, Hyatt has failed to provide a formal written apology. This is a critical part of resolving the matter and acknowledging their failure to uphold basic service standards.
3. No Insurance Contact Information Provided:
Hyatt has deferred the matter to their insurance company but has not provided the contact details of the adjuster or insurance company despite my repeated requests via email. This lack of transparency hinders my ability to proceed with the claim and further delays the resolution.
I have made several attempts to communicate with Hyatt, including asking for both the insurance contact information and a formal apology, but I have not received any response.
My requests remain as follows:
1. Evidence of the compensations Hyatt claims to have offered, including written proof.
2. A formal written apology from Hyatt management and the manager involved.
3. Full contact details of the insurance adjuster or company to proceed with the claim.
Until these issues are addressed, I do not consider Hyatts response acceptable or sufficient to resolve my complaint.
Sincerely,
*** ****Initial Complaint
Date:11/29/2024
Type: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.
Stay from 11/6-11/10/24 was paid in full to Expedia for a total of $1047.63 (see attachment). This total included both a round-trip flight and reservation at the HYATT House in *****, **. Upon check out, I was given a receipt for a bill stay total of $607.75. When I was given this bill, I was under the impression it was a receipt of my already paid stay through Expedia. It was not. It was a bill for my stay, which was already paid in full through Expedia.On 11/12, I noticed the hotel's charge on my cc separate from my Expedia paid itinerary. I called the hotel to ask about the charge and was told '... because I made my reservations through Expedia, that I would have to deal with them for a refund; that the hotel does not receive the paid reservation made through Expedia.'Expedia had since been contacted and until this day, 11/29/24, they claim the HYATT House has not responded to their communication (phone and email) on the issue and I have yet to receive my refund by the hotel for my total of $607.75 overcharge.Business Response
Date: 12/10/2024
Guest has been contacted, and resolution has been found.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,
Greshka German ******Initial Complaint
Date:11/27/2024
Type: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 formally lodge a complaint against Hyatt Place ********* ******** regarding an unauthorized charge to my card. I stayed at the Hyatt Place *********************************** from October 10, 2024, to October 13, 2024. Upon check-in, my card, under the name ***** ******, was charged for the stay, while ***** *******' card was placed on file for the security deposit.However, after returning to ****** and attempting to settle the accounts, I discovered that ***** *******' card had been charged for the full stay amount, instead of my card, as was originally agreed. We immediately contacted the hotel and spoke with the manager, *******, who advised us that in order to reverse the charges, we would have to return to **************. When I inquired if Hyatt would cover the cost of flights and hotel for this mistake, ******* rudely declined, stating no assistance would be provided.This issue was escalated to Hyatt's corporate customer support, but despite our efforts, over a month has passed and we are still being given the runaround. We did not authorize Hyatt to charge ***** ******* card, and we are requesting an immediate refund for this unauthorized charge.I hope the Better Business Bureau can assist in resolving this matter promptly. We are seeking a refund for the full amount charged to ***** *******' card and an appropriate resolution for the inconvenience and poor customer service experienced.Business Response
Date: 12/02/2024
Guest concerns were escalated to the General Manager who has been in contact with the guest to address the issue. The guest was advised to speak with her bank and the ** offered further assistance if she needed.Customer Answer
Date: 12/04/2024
Complaint: 22611058
I am rejecting this response because: The General Manager did not offer any solution and still has not replied to the bank regarding the charges. The General Manager still has not done anything to fix the situation.
Sincerely,
***** ******Business Response
Date: 12/15/2024
Guest concerns were escalated to the General Manager who has been in contact with the guest to address the issue. The guest is contacting General Manager for further assistance.Initial Complaint
Date:11/26/2024
Type: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.
In June and July, I experienced significant financial hardship due to circumstances beyond my control, including the collapse of major shopping malls in ************* To mitigate these financial difficulties, I sold a portion of my loyalty points from various programs, including Hyatt. Despite this, I have acted in good faith and maintained compliance with program rules as far as possible under the circumstances.Issue:1.Punishment Disproportionate to Alleged Violation:My account closure and points forfeiture treat my actions the same as those who exploit the program for unfair gain, despite my honest and urgent financial circumstances. Many of my points were either purchased or converted from cashback rewards, and I have not benefited unfairly from the program. I want to emphasize that I only transferred points that I had either purchased or converted into cash points. Despite facing great personal challenges, I only redeemed points earned directly through the Hyatt program for stays I made myself.2.Points Forfeiture Without Just Cause:My Hyatt account was closed, and all loyalty pointsincluding approximately ******* points purchased directly or converted from cashback rewardswere forfeited. I fully acknowledge Hyatts terms regarding point transfers and resale; however, these points were purchased with cash, and their forfeiture seems unreasonable and punitive given the financial investment.These points represent a monetary investment, and their forfeiture imposes an undue financial burden. Furthermore, I request that Hyatt revise its policies to provide greater transparency and fairness in handling purchased points.I have made repeated efforts to resolve this issue with Hyatts internal teams but have been unable to achieve a fair outcome. I appreciate your attention to this matter and hope that a resolution can be reached promptly.Business Response
Date: 12/04/2024
Guest has been contacted by our Risk and Integrity team as he was found to have violated the terms of our loyalty program.Customer Answer
Date: 12/06/2024
Complaint: 22606304
I am rejecting this response because:I'm also deeply concerned that they don't listen to the customer's side of the story and only repeat what they have decided, rather than providing the customer with their evidence or a detailed explanation. I understand that a business can stand their ground, but it's unfortunate that even when I put in an enquiry through the BBB, they just repeat their position without any further explanation. At the very least, I would like to see an understanding of my argument and a more detailed explanation.
Hyatt's response hasn't changed from before I contacted them through the BBB.
I have not claimed my complete innocence, yet they continue to say I am at fault.
I'm talking about what I believe to be the excessiveness of their punishment in relation to my fault. (This argument stems from the fact that, as before, the punishment for me is the same as the punishment for other members' major offences.)
They have also confirmed that they have reserved punishment for some members (see attachment).
At this point, Hyatt is not responding to my inquiries, only reiterating their position.
Hyatt can repeat their position, but I expect them to at least understand the customer's arguments and use that understanding to supplement their explanation of their position to the customer.
I am asking the ******************** to help Hyatt change the direction of their explanation.Sincerely
********** ***
Business Response
Date: 12/11/2024
Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.Customer Answer
Date: 12/15/2024
Complaint: 22606304
I am rejecting this response because:What I find unfortunate is that Hyatt doesn't answer my questions, they just keep repeating their arguments.
Hyatt can keep their arguments, but it would be nice if they would listen to the other side and respond to them.
When I ask specific questions, Hyatt says they have to answer a previous email and when I send them the questions in that email, they just copy and paste their arguments verbatim.
Hyatt can keep their arguments, but I would expect them to at least listen to what I have to say and respond accordingly.
Q. Hyatt doesn't punish all members the same, and I was given the biggest punishment they could have given me. I have asked if Hyatt should have given me the biggest punishment they could have given me, given the circumstances of my behaviour (I have provided ample evidence for this claim previously)?I'm asking the BBB to help me make sure they answer exactly what I'm asking.
Sincerely,
********** ***Initial Complaint
Date:11/25/2024
Type: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.
During my recent stay at Hyatt ****************** on September 23, I was approached by representatives of ************************* (also known as Playa Collection). I was coerced into signing a contract for their services under misleading and high-pressure sales tactics. I later discovered that this company is not licensed to operate as a travel or timeshare business, according to the ********************************************************** (DBPR).************************* is registered on ******, but this does not mean they are licensed to conduct business. Furthermore, they do not pay taxes in ***************, *******, where they claim to be based. They are also not bonded or authorized by any regulatory body. Despite multiple requests, they have refused to refund my $3,375 deposit, even though their business is fraudulent.Hyatt Hotels Corporation is complicit in this activity by allowing ************************* to operate on its premises without proper vetting. Hyatts negligence in hosting an unlicensed and fraudulent company has caused me significant financial loss and emotional stress. ************************* also has an F rating on the BBB, further indicating its unethical practices.What do you want the business to do to resolve your complaint?I am seeking the immediate refund of my $3,375 deposit from ************************* and an acknowledgment of responsibility from Hyatt Hotels Corporation for failing to properly vet third-party vendors operating on their property. Additionally, I request that Hyatt Hotels Corporation terminate any future relationships with fraudulent businesses to protect their guests.Business Response
Date: 12/08/2024
The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that the guest was contacted, and a resolution was offered.Customer Answer
Date: 12/09/2024
Complaint: 22603049
I am rejecting this response because:Subject: Reject Business Response for Complaint ID ********
Thank you for escalating my concerns to Hyatts executive management. However, I am deeply dissatisfied with the resolution provided, as it fails to address the significant harm I experienced or offer appropriate accountability and compensation.
1.What Resolution Was Offered?
Hyatts response does not clarify what resolution was provided to me, and no meaningful compensation has been offered for the financial, emotional, and physical toll this situation has caused. Specifically:
What resolution justifies requiring me to give up my First Amendment rights by signing a non-disclosure agreement (NDA)?
What resolution acknowledges the substantial amount of money I paid for my family vacation, during which I was scammed and left more stressed than when I arrived?
**** Compensation for My Ruined Vacation or a complete refund of my $3,920 to ************************* a fraudulent company operating on your premises without signing a NDA order.
Despite my vacation being ruined by a fraudulent company operating on Hyatts premises, I have not been offered:
A refund for my stay or even a portion of the money I spent to visit the property.
A discount or credit toward a future stay as compensation for the distress and inconvenience caused.
3.Hyatts Failure to Take Accountability
Hyatt has failed to take accountability for allowing ************************* to operate on its premises. Guests like myself trusted Hyatts reputation and brand, only to be defrauded by a company that was not properly vetted. The lack of oversight and responsibility for protecting your guests is unacceptable and does not align with Hyatts stated commitment to customer satisfaction.
**** Expectations for Resolution
Hyatt must take responsibility for this situation and provide a resolution that reflects the harm caused. I request:Full REFUND from ************************* without signing a NDA order
A full refund for the vacation I paid for, or at least half of the total costs incurred.
A public acknowledgment of Hyatts accountability in allowing fraudulent activities on its premises and assurance that measures will be taken to prevent future incidents.
In conclusion, I remain dissatisfied with the vague and incomplete response provided by Hyatt. My experience was not only financially damaging but also emotionally distressing. Hyatt must take meaningful steps to resolve this matter, and I urge your team to reconsider your approach to ensure accountability and guest satisfaction.
Sincerely,
***** ********Business Response
Date: 12/17/2024
The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that the guest was contacted, and resolution was found.Customer Answer
Date: 12/18/2024
Complaint: 22603049
I am rejecting this response because:
Subject: Response to Hyatt Hotels Corp. Complaint via BBB
Dear [Hyatt ********** Representative/BBB Representative],
Thank you for the response regarding my complaint. However, I must emphasize that the matter remains unresolved, and I cannot accept Hyatts current position as a satisfactory resolution.
To reiterate, my experience at Hyatt Zilara **** **** was nothing short of distressing. Instead of relaxation, my vacation turned into a nightmare when I was scammed by *************************, operating on Hyatts premises. Since September 20, I have been fighting tirelessly to recover my hard-earned money, only to face additional stress, heightened anxiety, and emotional exhaustion.
What makes this situation even more unacceptable is that, in order to receive my refund, I was forced to sign a Non-Disclosure Agreement (NDA). This NDA was clearly intended to silence me and prevent me from speaking about the unethical and fraudulent practices I endured. Let me be clear: this is not a resolution but an insult. It is unethical to compel a consumer into silence simply to reclaim what was rightfully theirs, especially after months of hardship.
Further, since this issue began, I have yet to receive a formal apology from Hyatt acknowledging the stress, inconvenience, and emotional toll I have endured due to ************************** actions on Hyatts premises. Hyatts failure to properly vet and oversee third-party vendors has resulted in my being defrauded, and I hold Hyatt partially accountable for this experience.
As a global hospitality leader, Hyatt should do better. I believe I deserve the following as part of a fair and just resolution:
1.A formal apology acknowledging the undue stress and hardship this ordeal has caused me.
2.Compensation in the form of reimbursement for the vacation costs I paid, or at the very least, a complimentary vacation to make up for the time, money, and emotional well-being lost during this experience.
It is an absolute disgrace that Hyatt allowed an entity like ************************* white-collar thieves to operate on its premises. Hyatts reputation for trust, quality, and guest care has been seriously compromised, and I expect Hyatt to take responsibility.
I look forward to Hyatts formal response and a resolution that truly reflects the standards of a global hospitality brand.
Sincerely,
***** ********Initial Complaint
Date:11/24/2024
Type: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 at the Sunscape Curacao, August *****, 2024. We booked the ******** Premium Deluxe Ocean Front Double. The ******** breached our prepaid contract. ******** explained that it would be 2 days, before the room category that we prepaid for, would be available. No other options were provided to us. Our room category was downgraded, we spent hours sitting, waiting, and walking around seeking to find a suitable room. Due to exhaustion, we finally accepted a room on the third floor, no elevators, an obstructed view, and a broken lock on balcony door, only to discover that the air conditioner was inoperable. ********'s solution was to provide us with a fan, some water, champagne, and treats. They attempted to call it an isolated experience. This may have been plausible, if we were not meeting family there, and their ******** Premium Deluxe Ocean Front room was not available for 2 days, however they had air conditioning. We were delayed 2 1/2 days, thats 33.3% of our vacation, to actually receive the room category that we prepaid for, so that we could start our vacation, while living out of our suitcases, stressed out, unable to sleep at night, light headed from the heat, and humidity, sleeping with wet towels across our body, only to wake up fatigued, trying to prepare for the day in the heat, sweating, couldnt open drapes for sunshine, because we didnt want to pass out. This was unacceptable, and seemed to be a common practice, room bait and switch. This was a major health risk, especially given only two areas (******** Office, & 1 Restaurant) seemed to have air conditioning). We were left with no options for respite from the heat, and humidity. The offer of a price difference of room category in the amount of ***** per person was unacceptable. The overall stressful process was physically, and emotionally draining, and negatively impacted our overall vacation experience, more than just a room category.Business Response
Date: 12/04/2024
Guest has been contacted by the hotel and compensation was given.Initial Complaint
Date:11/24/2024
Type: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 along with immediate family and extended family visited Hyatt Ziva Los cabos in June 2022 to celebrate my wifes 30th birthday. In the room while I was sitting a piece from the ceiling fan fell and hit my shoulder, its was very heavy and i have to take so many painkillers and it spoiled our entire vacation. They want me sign some papers I believe to make sure I dont sue them in ***. They waived my booking and offered this attached certificate for future stay and no one is responding when I was trying to use it. I want them to apologize and gave the resort credit to use for the stay instead of this certificate as I cant email them again and again and then wait for their responseBusiness Response
Date: 12/04/2024
Guest has been contacted, and a resolution has been found.
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