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.

  1 Avenue de Lafayette Boston, MA 02111

• 

  Hyatt Regency Buffalo

  Two Fountain Plaza Buffalo, NY 14202

• 

  Hyatt Regency Rochester

  125 E Main St Rochester, NY 14604

• 

  Hyatt Place Uncasville

  2049 Norwich New London Tpke Uncasville, CT 06382

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:11/08/2024

  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 made a reservation on October 3 with the Hyatt downtown ********** for 3 nights reservation number H9441731. I was talked into purchasing the insurance so that I could cancel if needed. I found a cheaper rate at ************************** a couple of days later and I cancelled the original reservation on October 5. There was a note in my original confirmation that I would be charged a day and taxes penalty if cancelled before October 5 not on October 5th so I purposely waited until that day to cancel. I was refunded most of my money but was penalized $467because they claim I was in that window even though it was not prior to October 5. I also cancelled the insurance since I thought it was taken care of. I have contacted lodging support several times and on October 10 they said my additional refund would be processed but never was. Continued contacts have been u successful with getting the rest of my money, they keep going back to that date of before October 5 and I do not understand what that is a problem since I waited specifically because that was stated. I want to get the rest of my refund and was not sure how else to get it thought I would try this, we ended up staying at the hotel for those nights and had a very great stay. We love the Hyatts and their ****** d would like to get this resolved. Thank you

  

  Business Response

  Date: 11/12/2024

  Guest has been contacted and was advised that the billing was not from Hyatt but rather the third party that she booked with. She has been advised to contact that third party for a refund.  

  Customer Answer

  Date: 11/13/2024

   
  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.  There was confusion on where I first contacted since I think I found some 3rd party situation with the items that generate during a search.  It made it look like it was a Hyatt that I was contacting.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/08/2024

  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.

  Dear ************* name is XIAYANG , my Hyatt account is ********** and my e-mail is [email protected] am here to complain about Hyatt's unreasonable closure of my account, which has caused me serious economic losses.?I was very confused when I received Hyatt email and I don't know what's happened to me.Since I became a Hyatt member from 2019, I have followed all the membership rules of Hyatt, I've always been a loyal member.During August 2024, I found two Standard Cat 1-4 Awards in my account.I thought these were the milestone rewards of Hyatt World for my loyal member, so I used these two gift certificates normally. I was really surprised that it was a trap, which caused me and the owner to suffer a huge ******* be perfectly honest, I used these two awards without my knowledge, so I'm willing to give the owner some compensation for the fact that I actually used these two **********, my question is why my account in inactive? I entered the trap passively and unknowingly, so please restore my account to normal use.Look forward to your ************* Regards XIAYANG

  

  Business Response

  Date: 11/12/2024

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

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22529352
  
  I am rejecting this response because the business did not review the project and just ignored it.

  Hyatt is a very unaccountable company, doing all the dirty and shameless behavior, they have no honor.
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 11/21/2024

  After a thorough investigation it was determined that the guest violated our terms and conditions. The guest has been contacted and provided with the terms as well as a contact phone number and email address. We stand by our decision.

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,I am writing to file a formal complaint regarding my recent experience at a Hyatt Hotel, where I encountered a series of deeply troubling events involving untrained staff, a lack of professionalism, and aggressive behavior from hotel personnel. I attempted to make a reservation using my FEMA credentials, but instead, I was subjected to poor service, intimidation, and disrespect.Details of Incident:Attempted Overcharge and Incompetence in Handling FEMA Reservations Upon arrival at the hotel, I attempted to reserve a room using my FEMA ID. The receptionist, *****, and a colleague tried to charge me an outrageous amount of $10,020. I repeatedly explained that I was booking through ****, but it was clear that the hotel staff had no understanding of **** protocols. Despite my efforts to clarify the situation, no one attempted to resolve the matter competently.Rude and ******************** Seeking resolution, I asked to speak to a manager. I was transferred to the Assistant General Manager, *****, who was completely dismissive and unprofessional. When I explained the issue, she flat-out told me, I dont have time for this, displaying a total lack of empathy and responsibility for the situation. This response was completely unacceptable, especially in a managerial role.Unwarranted Intimidation by Security The situation escalated further when security was called. The security officer approached me aggressively and made threatening remarks. As I tried to walk away, the officer continued to follow me, invading my personal space and escalating the situation unnecessarily. A second ******** who identified himself as maintenance, admitted that the first ******** actions were wrong and advised me to file a complaint.

  

  Business Response

  Date: 11/18/2024

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

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22528740
  
  I am rejecting this response because:

  I am writing to highlight the ongoing mishandling of my reservation at a Hyatt Hotel using my FEMA credentials on November 7, 2024, and to address a recent false claim made by the hotel to the Better Business Bureau (BBB).
  In their response to my BBB complaint, the hotel management stated that they are "in contact with the guest and are working with them to address the issues." This statement is categorically false, as I have received no communication from Hyatt management regarding this matter.
  
  

  On November 10, 2024, at 1:13 pm EST, I attempted to contact the hotel myself, only to experience further rudeness. The employee I spoke with was blatantly disrespectful and hung up on me, adding to the unprofessional treatment I endured during my initial visit.
  

  The staff attempted to charge me $10,020 despite my valid FEMA credentials.
  I was subjected to rude and dismissive behavior by the Assistant General Manager, *****, and other staff members.
  Security staff unnecessarily escalated the situation, following me aggressively and creating an intimidating atmosphere.
  
  
  
  Sincerely,
  
  ***** *.

  

  Business Response

  Date: 11/29/2024

  This is being reviewed by executive management.

• Initial Complaint

  Date:11/07/2024

  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.

  Hello I stayed October *****, 2024.Confirmation number 1101929701.Hyatt *********, ** Room had cockroaches. Went to front desk desk the moved me rooms. From room 1204 to room 1506. Both rooms were infested with roaches. Was compensated 1 night off bill.Upon returning home I have spent hours cleaning and having no access to my travel items to prevent an infestation at my own residence. This is ridiculous. I am looking for a total refund due to hours of cleaning due to staying at your hotel.I contacted ****** ******* on Sunday October *******. Left voice message and no reply. I have sent 2 email messages ************************************** and **************************************** and one to ****** ******* and no reply!!! This is not right. This hotel need to address the problem and get this infestation under control. I am looking for full reimbursement due to my time and suffering of no sleep in your hotel. All emails *********** videos of cockroaches will not upload here so I have attached a few pictures. **** ********** ************************** **************

  

  Business Response

  Date: 11/18/2024

  Guest has been contacted and a resolution found.

• Initial Complaint

  Date:11/06/2024

  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.

  Soon as I got to my room I did a chat on Hyatt website they said call front desk (which had a problem with) and finally gave me the email.Let me say I was at a funeral today for my favourite aunt, drove up from **********************, ** to ********, GA came to ****** so not in ******* Macon Friday night traffic on my way home. Which I even mentioned I was at my favourite aunts funeral been driving all day exhausted and yet, ******* could care less.******* was having problems accessing my $25 bc I booked on ********* for inessentials. She kept having to ask ******* for her password and instead of ******* helping her, helping me or any of the other guests the whole time she was on her phone.I asked about the luggage cart ******* said it was in back, which hotels this expensive have guys that do that stuff for you. I know ******* was doing it all ******* at anytime could have jumped up to help. Told that if ******* got off her phone maybe she could help you, me the other customers. She made 2 keys for 3 ladies was snippy with them. Only thing she did phone still in hand. I literally had to sit my backpack carry one bag on the counter because they were hurting my shoulders almost an hour later still hurting am a massage therapist. Then having to carry it up I am room 603 so the lady on the hallway. Not one to complain was a waitress, bartender, teacher LMT so I know dealing customers but this is totally unacceptable if I wasnt so dang tired 10 hours of driving a funeral I would of canceled my reservation.I want to be compensated for this experience, think ******* should be fired ******* promoted or giving some raise for trying her best to do it all. ******* told her thank you immediately did a chat message, called now emailed you. Case # ********. As a law enforcement daughter, veteran daughter, teacher youth sports coach- one bad seed or interaction can taint a whole agencys reputation right now I am furious. Takes a lot to set me off but this did it!

  

  Business Response

  Date: 11/13/2024

  Guest has been contacted by the General Manager and compensation given.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22521663
  
  I am rejecting this response because:
  They gave me ***** out of almost ****** and a horrible experience. This is ridiculous and no way to treat a paying and grieving customer. I will make sure that everyone of my friends who all work as teachers, nurses, firefighters, cops and veterans know never to go to Hyatt!

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

  

  Business Response

  Date: 11/23/2024

  Guest has not responded to the attempts made by the General Manager to speak with her. 

• Initial Complaint

  Date:11/04/2024

  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.

  I was erroneously charged $8 for bottled water on the first day of my stay - 10/23/2024. I'm concerned that I didn't receive a bill when I checked out and had to jump through many hoops to get my bill online. I called Hyatt *** and was transferred to accounting where I was on hold for 20 minutes and no one came to this phone. I'm not sure if this is a standard business practice or was just an error. But, it shouldn't be this difficult to fix the bill. Hopefully, this can be resolved quickly. I would like a refund of $8 for the water I was charged for in error.

  

  Business Response

  Date: 11/15/2024

  Guest has been contacted, and resolution has been found. 

• Initial Complaint

  Date:11/03/2024

  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 was on vacation in ************ and I was forced into a long 5 hour presentation. I signed up for a vacation package and the company lied about the cost of the package. Talked into switching hotels and charged me an exorbitant amount for two nights at the hotel. When u canceled they refunded me only 1400 if the 2400 I paid. Claiming the room for two nights was $1000. The stay was supposed to be complimentary.

  

  Business Response

  Date: 11/15/2024

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

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here are recap of what has happened to lead to our unpleasant experience at Hyatt *************** at *********. We woke up at 1:49am and found out that the ** unit was in full blown heater at 88 F. Regardless of what we tried to adjust, the ** controller didnt change anything. It was very hot and we were sweating. We called the front desk and the agent said she would send engineer up to our room. It was a long time for them to show up at our room. It was unbearable and hard to breath so we decided to go down to the lobby and requested to be put in different room. One of the light was flickering. We went back up to the room to get the rest of our stuff and saw the engineers was trying to troubleshoot the issue and one of them was saying the ** was working it way to 100 F. Even being offer different room, we couldnt go back to sleep at all. My wife and I woke up this morning with sore throat and headache due dehydration from the high heat that we didnt know and slept for hours in it. We checked out the hotel today and nobody tried to understand or at least felt apologetic to our experience. Even the manager said 88 is not that hot and there was nothing she could do besides giving me ***** point back. The failure of the ** unit is major safety issue. If we couldnt have woke up in the timely manner, we could have passed out in our sleep due to dehydration without our awareness. Its life threatening. 88 degree could be normal to some people but definitely not to **. 88 in the enclosed space with high fan blowing is intolerable. Everybody body react to heat differently and one shouldnt speaking for others based on their own tolerance. We feel like we shouldnt be paying for the stay due to safety issue and unpleasant experience. I have always been trusting the Hyatt professionalism and putting customers safety first.People who handle the case keep saying giving 2000 pts back is fair resolution. Its not at all. Please make it right. Thank you.

  

  Business Response

  Date: 11/15/2024

  Guest was offered and accepted compensation at the time of the incident. No further compensation will be offered. We believe this is fair compensation. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22507920
  
  I am rejecting this response because the management lied about me accepting the compensation.
  

  Here is how they cover up the situation and downgrade the seriousness of safety fault.

  1. We have to demand room switch vs they claim to offer us room move. 
  
  2. When we went back to the our stuff, one of the engineer said the machine was working it way up to 100F vs they claim the ** was blowing cool air when the engineers arrive. 
  
  2. Assistant general manager didnt apologize, her attitude was over the proof, keeps saying 88F was not that hot. Well try to see if you can be in that full heat with window close for extended time. We could have passed out without knowing if we were in deep sleep.
  
  3. I didnt agree to 2k point compensated vs they claim I agreed with AGM and another staff witness. 
  
  General Manager and Assistant General Manager are lying to cover it up. They just hurried up and gave me the 2000 point back on 11/14 to cover it up. 

  For me, its not about getting refund back but its the principal and integrity. Also, feeling safe while staying at the hotel is important for any customers.
  

   

  

  Business Response

  Date: 11/25/2024

  Guest was offered and accepted compensation from hotel and consumer affairs. we also just gave additional compensation for this issue to resolve with guest totaling what the guest had asked for. 

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  While Im still not satisfied with the hotel itself, Hyatt Corp. has made effort to reach out to me after my numerous attempts. One more, I paid ***** points for the stay, not ****** points they cant even get that fact right. 
  

  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:11/02/2024

  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.

  The app Suspended my daughters account on tagged which is an app owned by this company. After contacting the owner of this app I was informed the Account was deleted for violation issues. None of this was explained to me. I paid $11 with my credit card So my daughter could have full access to tags content. Less than 24 hours later, they suspended the account without explanation.

  

  Business Response

  Date: 11/04/2024

  The guest's complaint is for a different company, not Hyatt. The guest has been directed to resubmit the complaint against the social media app and not Hyatt. 

• Initial Complaint

  Date:11/02/2024

  Type:Customer Service 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 booked a hotel through Priceline. The hotel room o reserved was a room with 2 beds and a sofa bed. There were 5 of us coming into town for soccer. I showed up checked in. The lady asked for my ID, credit card then handed me a brochure and the room key. Didnt provide any info for the room. We went up and were shocked when it was a room with one bed. I went back down to the desk where 2 employees told me that I didnt book directly through Hyatt. Hyatt customers get the first pick for their rooms and then people who book 3rd party get whats left. Pretty sure I am a paying customer and you get your money either way. They didnt offer any resolution and told me to call Priceline. I spent over an hour on the phone with them. They said since I checked in they couldnt cancel it without a managers approval. First I would have never checked in if the girl at the desk wouldve provided ANY customer service and told me what I was checking into or provided any info about my room like all the other hotels I have stayed at do. Then comes the manager. She said the manager was gone and wouldnt return until tomorrow. It was 3 in the afternoon. I asked several times for them to call the manager on their cell. Quick 2 min call and my problem wouldve been resolved. They refused. Now I have 5 people and one bed. I paid for a room with 3 beds. I had to book another room which cost me another $400 because I come last when it comes to picking rooms. Worst customer service ever!

  

  Business Response

  Date: 11/13/2024

  Guest has been contacted and resolution found