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
- 1,023 total complaints in the last 3 years.
- 441 complaints closed in the last 12 months.
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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:11/18/2024
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.
The hotel didn't provide shuttle service to ***** port nor complimentary breakfast the price was too high i was very disappointed with my service
Business Response
Date: 11/24/2024
Guest has been contacted and resolution found.Customer Answer
Date: 11/25/2024
Complaint: 22570050
I am rejecting this response because: no resolution was solved
Sincerely,
****** ******Business Response
Date: 12/04/2024
Guest has been contacted and resolution found.Initial Complaint
Date:11/15/2024
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.
Room charged at full rate and refund refused during a 14 hour power outage 10-10-24 to 10-11-24 The situation was dangerous, it was not handled properly, we were lied to and given the run around. Hyatt makes it difficult to escalate.Business Response
Date: 11/29/2024
Guest's concerns have been escalated to the appropriate management team.Customer Answer
Date: 12/02/2024
Complaint: 22562556
I am rejecting this response because:There has been no resolution offered. They have only notified that my complaint has been forwarded.
Sincerely,
***** Janine **************Business Response
Date: 12/11/2024
We have escalated this to the appropriate management team who has reached out to the guest. Guest has been contacted with proposed solution and has not responded yet.Customer Answer
Date: 12/12/2024
Complaint: 22562556
I am rejecting this response because: I have recieved no follow up to my request for a refund. I left 2 messages on Friday the 6th and sent an email to **** on the same day at 3:32 pm. They have offered me nothing.****** **********
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To:****************************************************
Fri 12/6/2024 3:32 PM
Hi ****,
I got your message on my voicemail today and have tried calling you back several times this afternoon. I understand that you have been in a meeting but I was hoping to hear back from you today since you will not be working Saturday or Sunday.
Please call me at ************ or you can respond to this email.
My request is the same as it was the morning of October 10th. I would like either a cash refund or a free night at the hotel to make up for the 14 hour power outage. We drove all the way from *********** and we were not notified prior to check in. I did speak to the front desk several times before I checked in and there was ample time to have let us know and to allow us to make a different choice. When we were notified, we were told it would only be an hour or so. We would never have stayed had we known the power would be out the entire evening, we would not be able to cook, open the refrigerator, turn the heat on, watch TV, use the jacuzzi, take a hot shower, and had to walk in the darkness.
We were not given a refund initially when I asked as you told me that I had to deal with the Residence Club. That is not the case. I feel like I have been the giant run around that would be expected from a disreputable company, not the Hyatt.
I am now spending more time and more inconvenience because the right measures were not taken to begin with.
Sincerely,
****** & ****** **********
Sincerely,
***** Janine **************Business Response
Date: 12/24/2024
We have escalated this to the appropriate management team who advised the guest has not responded to their proposed solution. We followed up with the guest who did not respond to our inquiry.Customer Answer
Date: 12/30/2024
Complaint: 22562556
I am rejecting this response because: I have received 0 offers and 0 contact from the Hyatt. I notice that you say you have escalated this and you have contacted me.How have you tried to contact me? I have no emails, no text messages and no voicemails.
I have given you my contact information per the previous attached email and you have not done the same. You have not given me the name of a person to talk to nor elaborated on your dates, times and method of contact. If you were genuine in your efforts you would be including who is in charge of this at your end and when and how best to contact them. Why don't you include your offer in this communication?
The YELP reviews will commence.
Sincerely,
***** Janine *******************************************************************************Initial Complaint
Date:11/13/2024
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 purchased $2,040 worth of points on my world of Hyatt credit card for the sole purpose of booking a reservation using these points. Up until yesterday the room I was looking at was available for ****** points a night. When I went in today to complete the reservation, I received a message stating that they are not accepting points for the dates I want to book. My dates did not change.I have been checking for over a week and booking by points was available until today. This is fraud.Business Response
Date: 11/18/2024
Guest has been contacted and resolution found.Customer Answer
Date: 11/21/2024
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:11/12/2024
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.
Hi- I recently booked several stays at different Hyatt locations this past week. All of my stays were great until my return trip home. I booked (with points) at a location and when arrived, was never able to check in. We ended up having to drive 2 hours to another Hyatt location and paid out of pocket just to get some sleep. It was just a bad experience and I was never refunded my points.Business Response
Date: 11/25/2024
**************** is in contact with the guest and is working with them to address the issues.Initial Complaint
Date:11/11/2024
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.
My wife and I recently got back from an anniversary trip to ***** where we stayed at the Grand Hyatt. We had stayed here three years ago and had a great experience and decided to recreate the trip. During our prior stay in 2021 I had booked the trip with Hyatt points which covered all costs of the stay, no fees or deductible was taken at any time.For this trip my plan was to do the same we were going for 4 nights and for the standard room the going rate was ****** Hyatt points per night for a total of ******* points. I went through the entire reservation process, selected a standard room, and booked. The next day I noticed a charge on my credit card for $2,576.64, immediately concerned I called the Hyatt support where the representative informed me it was now their policy to take a deposit but because I had booked with points this money would be refunded when I arrived at the hotel - with this information I was at ease and proceeded to our vacation a couple months later.When checking in I noticed we were allocated to a pool suite which I assumed was a complimentary upgrade. Upon checking out, however, I was charged an extra $2,836.16 and was informed the original amount charged to my account was a prepayment rather than a deposit.Despite my intended booking for a standard room there was a system error that adjusted my booking to a suite booked with points and cash. While I should have caught this error in the booking details my conversation with the Hyatt representative made me not think twice about checking the information. While I ideally do not want to have to pay anything for the balance because it is not what I booked I understand I should have been more diligent. I have offered to pay for the remaining balance with more points as a suite would be ****** points/night or ******* for the stay but Hyatt has admitted no fault and will not budge. Please help me seek some sort of resolution as I cannot afford the ~$5400 out of pocket.Business Response
Date: 11/24/2024
Guest's concerns were escalated to the appropriate management team who contacted the guest to address the issue.Initial Complaint
Date:11/11/2024
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 booked this resort specifically as a spa getaway. When we arrived, we were told that the *** was shut down. There was no prior notification by the resort that the spa wouldnt be available. This was very frustrating as the spa was one of the reasons that we booked this resort. So we decided to try the hot tub by the pool. It wasnt even heated. When we returned to the room to shower, we realized that the shower didnt drain. We called to have it fixed and was assured that it was addressed. Nope-day two of a backed up shower bathing in dirty water. And now we dont have hot water at all.The room we were given looked directly out at the hotels construction site. We didnt even want to be on the balcony due to the rotted wood and shaky spindles. I would be concerned if a child was on the balcony due to the condition.There was a dance event that weekend and young girls were loudly running up and down the hall into the ******** we paid over $500/night for ******* accommodations. When I tell you to save your money and book elsewhere please heed this advice. This property is run down and inoperable and still calls itself a report. We wont be back.Business Response
Date: 11/17/2024
Guest has been contacted and resolution found.Initial Complaint
Date:11/10/2024
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 booked a 380 sq ft King Ocean View room for 11/3 - 11/4 but was given a 150 sq ft old motel room instead with a smell. I was very disappointed and couldn't stay. The property promised to refund the points without any penalty, and I expected the points to be credited to my account within 48 hours. I left on the same day and had to find accommodation elsewhere. I have contacted the hotel twice and called the Globalist line, but as of 11/10, I still haven't received my points back.I have held Globalist status for several years, and this is the first time I am complaining about a Hyatt property. Not only did the hotel room fail to meet Hyatt standards, but the way World of Hyatt and Hyatt **************** have handled the situation is also unacceptable.Business Response
Date: 11/17/2024
Guest has been contacted and resolution found.Initial Complaint
Date:11/10/2024
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.
Stayed at this hotel and had so many issues . 1. Arrived to a dirty room with no towels , rags, or soap to use and made complaints to hotel staff only for them to just laugh it off and not seem to care . 2. And most rude thing my room was not checked out normally when housekeeping comes into room they are to knock wait for a response and then go to next steps which would be either saying this is house keeping or if not response come inside but make sure you keep announcing yourself . This gentleman who was the housekeeper did not do this he just used the key and came inside my room when I pushed the door and told him I was inside he continued and literally I was in my bra and ******* thats when he looked up and said oh Im sorry Ill come back . I went to check out front desk tried to make report and even asked them to compensate my stay with a discount off of what I paid but the ****** just looked at me and said I dont do that you didnt pay through me you paid through a third ****** party payment so I dont know what to tell you . Im so upset never have I ever been mistreated like this . Im a Hyatt member and get points and stays but now Im like ok I pay my money and be almost sexually harassed anddddd got to deal with lack of hospitality too ?Business Response
Date: 11/14/2024
Guest has been contacted, and a resolution has been found.Initial Complaint
Date:11/09/2024
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.
Dear Hyatt **************** Team,I am writing to file a complaint regarding my experience with the Guest of Honor (GOH) benefits on a transferred Category 4 room certificate. My mother, a Globalist member, transferred this certificate to me, and per Hyatts terms, I should have received GOH benefits. However, I was denied these benefits and encountered an unsatisfactory customer service experience.A representative named Lien informed me that *** benefits would only apply if my mother personally made the booking and contacted Hyatt for a transfer, contradicting the stated terms. Even after I offered to cancel and rebook to accommodate this requirement, my request was denied, and I was repeatedly told that transfer in Hyatts terms means book on behalf of. This rigid interpretation was unhelpful, especially given that Hyatts official Chinese translation of transfer (??) has a legal meaning of a direct transfer, not booking on behalf of.The representative further implied that Chinese customers must accept this interpretation, which felt dismissive and disrespectful. I have since found that many others have faced similar treatment. I am requesting a written response from Hyatt to address these issues:I request a formal complaint against the representatives involved. I was promised follow-up with the English terms, which I have not received, and found the treatment I received condescending.Please confirm whether Hyatt stands by the Chinese translation and its legal meaning or intends to disregard it, effectively dismissing its Chinese-speaking customers. If ********************** insists on redefining transfer, I, along with others, will consider a class-action lawsuit in the ***** trust Hyatt values respect, transparency, and consistency for its international guests and look forward to your ************* regards,ChenqiBusiness Response
Date: 11/20/2024
We are in contact with the guest, and we are working with them to address the issues.Customer Answer
Date: 11/23/2024
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,
Chenqi GuInitial Complaint
Date:11/08/2024
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.
My wife and I visited a Hyatt property in October of 2024, Impression Moxche by Secrets in **********************, MX. On our first morning, the hotel staff woke us up at 8am to inform us of "Spa Credits" that must be claimed soon. My 6-month pregnant wife and I were told these spa credits were available only if we went on a 1-hour time share sales meeting. Bregrudgily, we agreed and proceeded to be harassed for over 4 hours and then told AFTER the timeshare sales meeting the hotel property does not offer prenatal spa services. I am demanding 1 night of the hotel stay to be credited ($1,100) due to their staff wasting an entire day which we paid handsomely for. Shame on HYATT, Shame on ****** Travel. They have disrespected, discriminated against pregnant couples, and tried to fool the wrong customers.Business Response
Date: 11/19/2024
The hotel contacted the guest, and a resolution has been found.Customer Answer
Date: 11/20/2024
Complaint: 22532427
I am rejecting this response because the refund has not been processed and I have been asking for this for over a month.Here is the last correspondence:
*******, ****** (SEPDC)
Tue, Nov 19, 3:18?PM (23 hours ago)
to me
Good afternoon,
It is my pleasure to confirm that the corresponding department has started the refund process. I kindly ask for your patience as it may take a few days for the reimbursement to be reflected.
Thank you for your understanding, and I hope you have a great day!
Best regards,
****** *******
Executive Assistant to Resort Managing Director | Asistente de Direccin
T: **************** EXT: 4101 E: ******************************************************************************************
**************************************************************************************************************************
Sincerely,
***** *******Business Response
Date: 11/26/2024
The hotel has issued a refund to the guest, which will be reflected in their account within 7 to 14 business days. No further action is required from our side.Customer Answer
Date: 11/26/2024
Complaint: 22532427
I am rejecting this response because: The hotel has delayed well over a month and has declined the refund request in the past. Once the credit is actually refunded to my credit card, then this complaint will be closed. Here you see yet another delay from the hotel below:Dear *** *******,
I hope you are having a great day. As I mentioned in a previous email, the refund has been processed as part of the hotel transaction. However, it can take some time for ****** to receive the funds before they can proceed with the reimbursement to you.
I wanted to follow up and ensure you are aware that we are actively monitoring your case.
Additionally, I will be off property and returning on Tuesday. Once I am back, I will verify the status of the reimbursement and keep you informed.
Wishing you a wonderful day.
****** *******
Executive Assistant to Resort Managing Director | Asistente de Direccin
T: **************** EXT: 4101 E: ******************************************************************************************
********************************************************************************************************************************
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